Clinic Manager

Tia is the next generation women’s healthcare platform bringing empathy and innovation together to help women thrive. Our interdisciplinary team of doctors, designers & data enthusiasts have seen first-hand how women’s needs have been radically underserved and underestimated, and are on a mission to build a new distinctly female care model from the ground up, online and offline.

Tia’s ecosystem of products, tools and services — from the Tia app to the Tia Clinic, a real-world gynecology, primary care, & wellness practice based in NYC — is connected by a unique, human-centered approach to care that focuses on listening and learning all about women and their holistic needs, from anatomy to emotions, from gut health to getting it on. Tia encourages honest and transparent conversations about patients’ health, both with their care team and their community of members, to help women make independent and informed healthcare decisions with confidence and ease.

Role Summary: Lead our Clinic team at the first Tia Clinic working directly with our Providers, Medical Team, Care Coordinators, Front Desk Associates and HQ teams and open and train the second Tia clinic team, with the ultimate goal to manage multiple Tia clinics. Help build our employee and member experience foundation and support the team(s) that builds our care experience by setting the tone and intention at the clinic(s) as an inspirational and thoughtful leader.

This role is based in New York City and reports to the VP of Clinical Operations.

Tia Company Values You “Spike” On

• • Be compassionate
  • Achieve excellence, with regard to impact over effort
  • Ownership mentality
  • Experiment always, despite the possibility of failure
  • Practice a meritocracy of ideas
  • Teamwork centric but with respect for top down directives when necessary
  • Act as a pack, not a lone wolf
  • Find joy and gratitude every day

Your Abilities

• • Ability to connect with others, exudes empathy and compassion
  • Excellent communicator
  • Excellent client service orientation
  • Self-motivated
  • Team player
  • Can rally the troops
  • Excellent at holding people accountable
  • Customer service oriented
  • Attention to detail
  • Highly organized
  • Process-oriented thinking
  • Ability to drive to decisions
  • Excellent time management and prioritization
  • Problem perception + escalation
  • Creative problem-solving
  • Ability to manage and communicate up

Your Skills

• • Proficiency in MS/Google Suite
  • Customer service skills
  • Process of creating and implementing SOPs
  • Problem perception + escalation
  • Invoicing processes
  • Recruiting processes
  • Skills to motivate. You can build a team of leaders
  • Management of systems and people
  • Budget and P&L management
  • Must thrive in a start-up environment and be comfortable with change
  • Must be able to work flexible/non-traditional hours including weekends and some holidays
  • Proven leadership in the healthcare industry
  • Hospitality background a plus
  • 3-5 years of management experience (multi-unit experience is a plus)

Role Responsibilities

• • Achieve excellence, with regard to impact over effort to ensure every aspect across the patient and provider experience runs flawlessly. Lead by example as the hospitality champion of our clinic. Work to maintain a strong relationship between the Care Team and front of house team. Oversee the front of house day to day operations.
  • Ensure clinic operations runs smoothly including all systems and processes with an ownership mentality. Maintain a 360-view of clinic operations, facilities,  cleanliness, patient experience, and retail and ensure that company brand standards are consistently met. Create and manage the staff schedule. Manage payroll across clinic(s). Work with business leader of the market to ensure that the clinic operations are meeting P&L standards and quality metric standards are being tracked + support pathways to rectifying off target metrics. Manage office supply ordering, budget and inventory across clinic(s). Build out clinic training materials, guidelines, and manuals with the operations team. Escalate training and process feedback to the Operations team and take initiative to recommend new processes. Oversee IT functions including phone and email to ensure they meet Tia’s standards. Uphold the retail / experience quality bar and reporting concerns to HQ. Draft and send weekly communication emails to the clinic team. Manage credentialing, payer admin requests, etc., on behalf of providers.
  • Ensure proper use of, and roll outs for, technology solutions across the clinic. Ensure clinic team is trained effectively on the various technology solutions deployed at the clinic. Work with the technology teams to report issues, and triage bugs when necessary. Participate in the product feedback and development cycle. Hold all clinic employees accountable to using technology in the appropriate ways.
  • Work closely with NY Medical Director and Operations team on recruiting and hiring, working to ensure that Tia has excellent talent acquisition practices and effective onboarding and training. Lead hiring across clinics for front of house team/s inclusive of Clinic Managers and FDA’s including interview design framework, communication, scheduling, planning, interviewing, and hiring decisions. Work with the Operations/People Ops team to recruit new clinic staff . Run and manage the onboarding and training for all new hires, including care team. Ensure that every new employee has an excellent onboarding experience. Ensure that proper security & access is given as needed to the right employees across Tia assets/documents/licenses. Deliver and manage clinic team member materials including contractor contracts, employee agreements, termination letters, and employee handbooks.
  • Set the tone and intention of your clinic(s) to inspire positive collaboration with your teams by acting as a pack, not a lone wolf. Be a knowledgeable resource and leader for the team and Tia’s members. Triage patient complaints, as necessary. Manage the front of house staff and oversee performance management for FDA’s. Deliver feedback and maintain open lines of communication with all clinic(s) employees. Build and foster relationships between clinic staff and HQ employees. Work directly with the Operations team and NY Medical Director to identify staffing needs including hiring, training, disciplining, and additional needs as required. Partner with Operations/Membership teams to create clinic business plans and execute on client acquisition and retention strategies. Monitor trends, make recommendations and share feedback with operations team.

Tia is an equal opportunity employer. We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users and patients.

If you’re are committed to collaborative problem solving, creating high-quality and user-centric products, and want to make waves in women’s healthcare, join us!