Telehealth Workforce and Operations Manager

Everlywell's mission is to transform lives with modern, diagnostics-driven care, and we believe that the future of healthcare is meeting people where they are. Headquartered in Austin, Texas, Everly Health is the parent company to Everlywell, Everly Health Solutions, Everly Diagnostics, PWN Health, and Natalist. We've set a new standard of people-focused, diagnostic-driven care that puts patients at the center of their own health journey.

Our infrastructure guides the full testing experience with the support of a national clinician network that's composed of hundreds of physicians, nurses, genetic counselors, PharmDs, and member care specialists. Our solutions make world-class virtual care more attainable with rigorous clinical protocols and best-in-class science to tackle some of the healthcare industry's biggest problems.

We are a digital health company pioneering the next generation of biomarker intelligence—combining technology with human insight to deliver personalized, actionable health answers. We transform complex data into life-changing awareness —seamlessly integrating advanced diagnostics, virtual care, and patient engagement to reshape how and where health happens. Over the past decade, Everlywell has delivered close to 1 billion personalized health results, transforming care for 60 million people and powering hundreds of enterprise partners.

The Telehealth Network & Operations Manager supports the telehealth clinician network and practice operations at the organization. This individual is responsible for ensuring that contracted providers are supported with the tools and resources needed to remain in compliance and good standing. The department is responsible for recruiting, credentialing, licensing, training, and maintaining the organization's nationwide network of employed and contracted telehealth practitioners. Additionally, the team oversees patient and provider feedback mechanisms. The Telehealth Network & Operations Manager will play an integral role in collaborating with the broader clinical team, product, operations to ensure the network delivers the highest standards of quality assurance and best in class patient care.

What You'll Do:

• Maintenance and advancement of the clinician network (physicians, genetic counselors, and registered nurses) to serve Everly's present and future needs
• Recruitment efforts including identifying candidates, reviews CVs, and interviewing physicians, registered nurse (RN), genetic counselor, and other clinicians
• Identify appropriate avenues for recruitment (e.g., job boards, internal postings, referrals, etc.)
• Create and maintain policies and procedures related to the recruitment and onboarding processes to ensure consistent quality in the recruitment, interview, and onboarding of network providers
• Facilitate credentialing, licensing, and training clinicians on the Everly platform, including management of Credentialing Verification Organization (CVO) vendor relationship to ensure that credentialing files are completed timely and accurately. Ensure candidates are approved by PWNHealth's credentialing committee prior to extending any offer letters to ensure that all providers meet PWNHealth standards
• Onboarding and training to ensure a seamless process for the onboarding of newly contracted providers and maintain provider satisfaction. Ensure that the provider network is compliant with all applicable training requirements
• Ensure the Network Management team collaborates with clinical, product, and project management teams to develop comprehensive physician and nurse trainings
• Work in conjunction with the broader team to ensure programs are prepared for a successful launch, including clinician staffing, platform setup, and monitoring tools
• Respond to clinician escalations and assists with any provider-related inquiries as needed/required
• Prepare strategic licensure plans and works in conjunction with the Network Management team to identify candidates for additional licensure
• Work with the team to provide guidance as needed/required and act as a liaison between the providers and respective boards (eg- medical boards, nursing boards, etc.)
• Prepare financial analyses to identify areas for licensing expansion to support and anticipate future business needs
• Processes clinician monthly billing and invoicing any other vendor payments
• Responsible for all communications to the physician and nurse network, including clinical protocol updates, issue resolution, licensure reminders, and other areas, as needed
• Ensure our telehealth practice has the appropriate policies and procedures in place for proper functioning and governance, as well as supporting monitoring and QA
• Collaborate with the legal team to ensure compliance with processes, such as contracting guidance, video/phone regulations, and contractor regulations
• Maintain all network records, including employee files and relevant documents to ensure they are up-to-date. Provides documents as needed/requested to any network provider (e.g., employment verification)
• Maintain familiarity and working knowledge of the payor space and complexity involved in contracting and credentialing with payers (e.g., Government, Commercial, & Private payers) & collaborates with Payor Operations to execute payor contracts
• Collaborate cross-functionally to monitor patient experience and follow-up efforts including but not limited to NPS survey, provider feedback, patient testimonials
• Serve as a key resource for network and telehealth related inquiries across the organization
• Facilitate quality assurance of the provider network
• Develop and works to create efficiencies for new and existing processes and procedures
• Develop departmental processes and procedures on all current workflows and works to create efficiencies

Who You Are:

• Bachelor's Degree from an accredited college or university or equivalent work experience. Master's degree in healthcare or related field preferred
• 8+ years of professional experience with at least 3 years of healthcare experience
• Working knowledge of healthcare industry standards surrounding clinician credentialing, payor enrollment
• Clinical recruitment and hiring experience required
• Ability to inspire strong execution and promote excellence across teams
• Ability to manage multiple priorities and respond in a timely manner to inquiries
• Ability to execute under accelerated timeframes and quickly adapt to change in priorities
• Excellent interpersonal and communication skills
• Skill in developing, implementing, and administering work processes
• Ability to work under minimum supervision and demonstrate strong initiative
• Strong organizational, time, and project management skills
• Strong attention to detail
• Able to adapt to using new tools and apps, such as Jira, Slack, and Google Docs, Sheets, Slides and proficiency in Microsoft Office or equivalent applications required