Operations Manager

Iora Health, Inc.; Boston (MA); On-site; USD 68,000 - 103,000; Full time

Benefits offered by this job

Paid sabbatical

Free One Medical memberships

Employee Assistance Program

Medical, Dental and Vision plans

Pre-Tax commuter benefits

PTO cash outs

Job summary

One Medical in Boston, MA is seeking an Operations Manager to transform primary care delivery, improve accessibility, and lead office operations across up to five locations. You’ll manage administrative staff and phlebotomists while partnering with clinical leadership to guide providers, ensuring strong patient and team experiences.

You are a proactive, service-minded leader with a strategic mindset, adept at budgeting, performance metrics, and talent development, committed to safety and service

Qualifications

• 3+ years direct management of high-performing customer service or patient-facing teams.
• Experience managing teams in multiple locations or large teams (10+ employees).
• Strong written and verbal communication with problem-solving and prioritization skills.
• Proven ability to foster collaborative team dynamics and accountability.
• Experience in healthcare collaboration with clinicians is desirable.

Responsibilities

• Lead office teams using CICARE and Lean to meet patient and team experience goals.
• Oversee operational, financial, and business performance including staffing and lab operations.
• Drive continuous improvement initiatives and organizational metrics.
• Develop team through onboarding, training, coaching, and career development.
• Partner with Clinical Leadership on quality outcomes, safety, and compliance.
• Drive growth through cross-functional collaboration and new office launches.
• Manage practice expenses, procurement, and budgeting while reducing waste.
• Oversee administrative functions including escalations and scheduling.

Skills

Team management

Multisite leadership

Communication

Change management

Analytical thinking

Tools

Lean principles

CICARE framework

Job description

About Us

One Medical is a primary care solution challenging the industry status quo by making quality care more affordable, accessible and enjoyable. But this isn’t your average doctor’s office. We’re on a mission to transform healthcare, which means improving the experience for everyone involved - from patients and providers to employers and health networks. Our seamless in-office and 24/7 virtual care services, on-site labs, and programs for preventive care, chronic care management, common illnesses and mental health concerns have been delighting people for the past fifteen years.

In February 2023 we marked a milestone when One Medical joined Amazon. Together, we look to deliver exceptional health care to more consumers, employers, care team members, and health networks to achieve better health outcomes. As we continue to grow and seek to impact more lives, we’re building a diverse, driven and empathetic team, while working hard to cultivate an environment where everyone can thrive.

The Opportunity:

We're seeking an Operations Manager to help transform primary care delivery and improve healthcare accessibility. You'll oversee up to five locations, managing office teams, including administrative staff and phlebotomists, while partnering with clinical leadership to guide providers. Key responsibilities include operational oversight, compliance, quality, customer experience, budgeting, and team development. Reporting to the Senior Operations Manager, you'll drive performance metrics across your practices and Metropolitan Service Area (MSA) to meet patient and team experience goals.

You are a strong team leader, innovative problem-solver, and critical thinker, with a love for service and a passion for changing healthcare. You are a self-starter who can develop ideas independently, prioritize, adapt quickly to team needs, and strategically align team goals with the organization’s goals to drive results. You are financially savvy, self-aware, and a continual learner who focuses on the big picture and emphasizes developing talent, driving performance and all things people, process and office management. You have a strong commitment to patient safety and high standards of service to deliver on being the earth’s most customer-centric primary care provider. If this sounds like you, we would love to connect.

What you’ll work on:

• Lead office team using CICARE (a framework containing the key elements of a great interaction and effective communication that we use with patients and each other) and Lean principles to achieve patient/team experience goals
• Drive operational, financial, and business performance including staffing and lab operations
• Lead continuous improvement initiatives and organizational metrics through Lean methodologies
• Develop team through onboarding, training, coaching, and career development
• Partner with Clinical Leadership on quality outcomes, safety, and compliance
• Drive strategic growth through cross-functional collaboration and new office launches
• Manage practice expenses, procurement, and budget while reducing waste
• Oversee administrative functions including escalations, service recovery, and provider scheduling

These responsibilities are intended to describe the general nature and level of work being performed by team members assigned to this job classification. They are not to be construed as an exhaustive list of job duties performed by team members in this classification. Other job related duties may be assigned by management.

What you’ll need:

• 3+ years relevant experience as a direct manager of high-performing customer service or patient facing teams
• At least 1 year of experience as a direct manager of teams in multiple locations or departments, or at least 1 year of experience as a direct manager of large teams (10+ employees)
• Strong written and verbal communication skills, with the ability to think clearly, analyze quantitatively, problem-solve, support scope of requirements and prioritize
• Proven ability to foster strong, collaborative team-dynamics that ensure a supportive and engaged team culture
• Experience developing talent through mentorship and coaching, consistent feedback, goal setting, monitoring performance metrics, performance management, and ensuring accountability
• Proven track record of leading successful change management and process improvement efforts
• Analytical thinking, attention to detail, ability to influence others, and exceptional organizational skills
• Experience in healthcare, particularly in collaboration with clinicians, is highly desirable

This is a full-time role based in-person with our team and patients at our offices in Boston, MA.

One Medical is committed to fair and equitable compensation practices.

The base salary range for this role is $67,600 to $102,775. Total compensation packages may be based on factors unique to particular candidates, such as skill sets, depth of experience, and work location. Additional pay may be determined for those candidates that exceed specified qualifications and requirements. The total compensation package for this position may also include RSUs and/or benefits. For more information, visit https://www.onemedical.com/careers/

One Medical offers a robust benefits package designed to aid your health and wellness.

Taking care of you today

• Paid sabbatical for every five years of service
• Free One Medical memberships for yourself, your friends and family
• Employee Assistance Program - Free confidential services for team members who need help with stress, anxiety, financial planning, and legal issues
• Competitive Medical, Dental and Vision plans
• Pre-Tax commuter benefits
• PTO cash outs - Option to cash out up to 40 accrued hours per year

Protecting your future for you and your family

• 401K match
• Credit towards emergency childcare
• Company paid maternity and paternity leave
• Paid Life Insurance - One Medical pays 100% of the cost of Basic Life Insurance
• Disability insurance - One Medical pays 100% of the cost of Short Term and Long Term Disability Insurance

In addition to the comprehensive benefits package outlined above, practicing clinicians also receive

• Malpractice Insurance - Malpractice fees to insure your practice at One Medical is covered 100%.
• UpToDate Subscription - An evidence-based clinical research tool
• Continuing Medical Education (CME) - Receive an annual stipend for continuing medical education
• Rounds - Providers end patient care one hour early each week to participate in this shared learning experience
• Discounted rate to attend One Medical’s Annual REAL primary care conference

One Medical is an equal opportunity employer, and we encourage qualified applicants of every background, ability, and life experience to contact us about appropriate employment opportunities.

One Medical participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Please refer to the E-Verification Poster and Right to Work Poster for additional information.

Your work schedule could be subject to change based on business direction at any time.