Head of Strategic Operations

The Head of Strategic Operations will have overall ownership for blueprinting and driving a scalable clinical operations playbook that achieves Millie’s clinical utilization, care margin, and patient experience goals.

This includes (1) owning key strategic cross-site operational processes (e.g. capacity planning, scheduling, and revenue cycle), (2) driving key operational KPIs across sites, (3) implementing initiatives to continuously improve the patient experience and efficiency of clinic operations through process redesign, standardization, staffing models, and other levers, (4) driving the operationalization of new product launches, and (5) collaborating with Millie’s CTO on continued technology-enablement of clinical operations.      

Success in this role requires a combination of strategic, data-driven work as well as hands-on execution working closely with local clinical & operations teams as well as via cross-functional collaboration with the technology, product, and business teams. The role will also interface with health system partners to operationalize the partnerships. 

If you’re passionate about women’s health, excited about solving big problems, enjoy working with data, and want to play a key role in building a fast-scaling tech-enabled hybrid healthcare company, this is an ideal role.

This is a full-time role with benefits, and must be based in the Bay Area to provide in-person oversight of current and upcoming Millie locations. 

About Millie

Despite spending the most of any country, the US has the worst outcomes of any high income nation with high rates of maternal mortality & morbidity, c-sections, preterm births, and perinatal depression. The reason is our broken care model which provides incomplete, one-size-fits-all reactive care. 

Millie is building a new standard that brings together collaborative OB/Midwifery care in a modern, tech-enabled clinic model extended with B2B health system partnerships to provide continuous, personalized care from conception through the first year of parenthood. We accept all major insurance plans including Medicaid. 

We launched the first Millie clinic in Berkeley, CA in 2022 and have been growing rapidly. We will be launching additional sites in 2025 and are working on scaling the Millie care model nationally.  Read more here: https://www.millieclinic.com/ 

Key Responsibilities

• Refine and own key strategic operational processes across sites that underpin utilization & revenue goals (e.g. capacity planning, scheduling, and revenue cycle)
• Develop frameworks & KPIs for region/local-level clinical operations processes s to strike the balance on optimal care margins and delightful patient experiences; e.g.
  
  • New market launch playbook and scaleup plan for run-rate operations 
  • Optimal staffing models & ratios for operations team
  • On-brand patient experience design for in-person visits
  • Practice management (e.g. SLAs for wait/response times, timely visits, etc.) 
  • Vendor selection, inventory management, etc.  
• Partner with regional site leads to achieve operational & business goals 
  
  • Partner with local teams on implementation of key processes 
  • Engage on a regular cadence to identify & address issues proactively 
  • Escalate issues, when needed, for business-level decision making 
• Build productive peer relationships with health system & clinical leaders 
  
  • Actively solicit input in the design of clinical operations workflows
  • Meet regularly to anticipate needs, identify issues, and create solutions 
• Continuously identify and implement process improvements to streamline clinical workflows, improve care margins, and deliver great patient experiences
• Partner with Millie’s CTO on tech-stack decisions relevant to operational workflows (both internal & patient-facing) and ensure consistent implementation 
• Partner with Millie’s business & product leadership to launch new offerings and drive their adoption across clinicians and patients
• Oversee compliance with relevant federal, state, and local regulations 

About You

• Passionate about improving maternity care and health equity
• Analytical and data-driven approach to problem solving 
• Track record of implementing successful process improvement initiatives
• Detail-oriented and well organized, with strong program management skills 
• Cross-functional collaborator with proven ability to partner with both clinical and non-clinical (business, product, technology, and brand) colleagues 
• Self-starter with the ability to identify issues and implement creative solutions

Minimum Qualifications

• 5+ years of increasing experience in healthcare operations management roles with an emphasis on process improvement and patient experience design
• 3+ years of direct people management responsibility for clinical operations staff 
• Experience working directly with EHR systems
• Experience using Excel, Slack, Google Suite
• Knowledge of key healthcare regulations and compliance requirements

Preferred Qualifications 

• 3+ years practice management/operations experience in a relevant clinical setting 
• Experience in women’s health (OBGYN/Midwifery) or another relevant specialty 
• Regional leadership experience in a hybrid or in-person tech-enabled care model
• Masters Degree in Business or Healthcare Administration 

Please send your resume to careers@millieclinic.com.