Clinical Operations Lead

📋 Description

• • As a Clinical Operations Lead at Baba, you will be at the forefront of revolutionizing healthcare for older adults. You will be instrumental in building and scaling the core engine that drives our patient care delivery. This pivotal role involves shaping the people, processes, and systems that transform the experience of our patients, ensuring consistent, high-quality advocacy and achieving key performance indicators for exceptional patient outcomes and satisfaction.
• • The advocate team at Baba is experiencing rapid growth, and we are seeking a seasoned leader who has a proven track record of building and managing clinical workforces at scale. Your expertise will be crucial in hiring, training, supervising, and holding accountable a distributed team comprising community health workers, social workers, nurses, and care coordinators. A deep understanding of what it takes to deliver measurable results for elderly patients with complex needs is essential.
• • This is a hands-on role, far removed from purely strategic or presentation-based work. You will be deeply involved in the operational details, including the development of sophisticated scheduling and assignment systems, the design of robust quality assurance (QA) processes for clinical documentation, the establishment of effective supervision structures between advocates and physicians, and the creation of an operational playbook that enables us to scale our team tenfold without compromising quality.
• • You will also play a critical role in the development and launch of new product and service offerings, contributing to the creation of a scalable and comprehensive healthcare platform. Your collaboration with our product, engineering, and growth teams will be vital in shaping how Baba expands its reach and impact.
• • **Build the Clinical Workforce Machine:** You will own the entire lifecycle of our healthcare advocate team. This includes developing and managing recruiting pipelines, designing comprehensive onboarding programs, creating effective training curricula, and implementing rigorous competency assessments. You will also design tiered staffing models, carefully matching community health workers (CHWs), social workers, and registered nurses (RNs) to specific patient acuity levels and service requirements, ensuring optimal resource allocation.
• • **Create Systems for Quality and Compliance:** A core responsibility will be to build and maintain audit-ready quality assurance processes. This involves implementing thorough chart reviews, establishing peer supervision mechanisms, and developing clear corrective action workflows to ensure the highest standards of care and adherence to regulatory requirements.
• • **Design and Manage the Advocate-Physician Supervision Model:** You will define the framework for clinical oversight, including clear escalation pathways, a structured cadence for clinical supervision, and efficient co-signature workflows. This model must satisfy Medicare requirements while avoiding unnecessary bottlenecks for physicians, ensuring seamless collaboration.
• • **Operationalize Patient Panels and Caseload Management:** You will develop sophisticated assignment logic, implement effective capacity planning, and ensure balanced workloads across our distributed remote team. This includes defining what constitutes 'right-sized' caseloads for different advocate tiers and varying levels of patient complexity, optimizing efficiency and effectiveness.
• • **Own Clinical Outcomes and Operational KPIs:** You will be responsible for tracking and improving critical metrics such as engagement rates, documentation completion, billing capture rates, patient satisfaction, and downstream health outcomes like readmission reduction and care plan adherence. The development of insightful dashboards and regular reporting cadences will be crucial for proactively identifying and addressing issues before they escalate.
• • **Partner with Product and Engineering:** You will act as a key liaison, translating frontline clinical realities and operational pain points into actionable product requirements. You will help shape Electronic Health Record (EHR) workflows, AI-driven tools, and care coordination features. Furthermore, you will be responsible for pressure-testing new features with the clinical team before their official rollout to ensure practicality and effectiveness.
• • **Expand Clinical Programs:** You will provide essential support for the launch of new, adjacent clinical services. This includes defining the necessary clinical protocols, appropriate staffing models, and robust supervision structures for each new service line, ensuring a consistent and high-quality approach across all Baba offerings.