Associate Clinic Manager

Title: Associate Clinic Manager

Manager: Clinic Manager/Market Operations Regional Manager

Compensation: $34 to $36/HR

Location: 475 S Lake Ave Suite 201, Pasadena, CA 91101

Role Summary: 

As the Tia Associate Clinic Manager, you will directly own operational policies and procedures, financials & performance, and patient & staff experience for a Tia clinic. You will work closely with clinical leadership and partner with your Clinic Manager/Market Operations Regional Manager to ensure your clinic hits overall performance targets (patient experience, utilization, care margin, quality). You will directly manage all administrative staff. You will support the clinic team by setting the tone and intention at the clinic as an inspirational and thoughtful leader.  The primary objective is to ensure smooth coordination between patients, providers, and support staff while upholding industry regulations and best practices. This is an in-person role and the expectation is that you will be on-site at the clinic you manage.

Responsibilities:

Building, Managing, and Engaging Teams

• Manage clinic support staff - Front Desk Associates, Medical Assistants, Phlebotomists, Lead Clinical Assistants (if applicable)
• Support in performance management and development of clinic teams, in partnership with HRBP (HR Business Partner) and Clinic Manager/Market Operations Regional Manager
• Hold 1:1s with team members, providing support, giving feedback, developing and maintaining rapport 
• Lead hiring and onboarding of clinic staff
• Cultivate positive clinic culture through team engagement practices

Clinical & Operational Excellence

• Own provider & support staff schedules for your clinic
• Provide robust oversight of clinical workflows, ensuring Tia is providing compliant & high quality care and clinic is operating efficiently
• Collaborate with Clinic Manager/Market Operations Regional Manager to manage clinic costs to budget
• Ensure clinic meets Tia Space & Care Standards
• Jump in to cover MA / FDA staff, where needed (up to 40%)

Patient Experience & Hospitality

• Partner with clinical leadership to ensure adequate appointment access at the clinic (appointment types and total availability)
• Build positive relationships with clinicians, support staff, patients, community and vendors; manage conflict with care and empathy
• Ensure patient & staff safety & quality of care through incident reporting and access plans
• Effectively respond to patient experience or quality escalations
• Support marketing team with community & clinic events

Abilities / Skills: 

• Has experience and excitement in building teams
• Strong verbal and written communication skills
• Highly organized with ability to prioritize and reprioritize 
• Ability to interpret & act on performance metrics
• Ability to roll up sleeves and dive deep into the clinic workflows, understanding the job of your team so well that you could perform the duties yourself
• Customer service skills; Ability to connect with others, exudes empathy and compassion 
• Must thrive in a start-up environment, be comfortable with change & ambiguity, and effective at change management for your team 
• Proficiency in MS/Google Suite

Other requirements/qualifications:

• Must be able to work flexible/non-traditional hours including occasional weekends and some holidays (on-call for emergencies)
• Onsite role – expected to work in clinic
• At least 2 years of management experience (multi-site experience is a plus)
• Associate’s degree; Bachelor’s degree in healthcare administration or a related field preferred
• Medical Assistant or experience managing clinical support roles #indtia

Other important details:

• You’re willing to work morning, nights & weekends, if needed
• You’re authorized to work in the US
• Tia is an equal opportunity employer. 

About Us: 

Founded in 2017 by Carolyn Witte and Felicity Yost, Tia is the modern medical home for women. We are trailblazing a new paradigm for women’s healthcare that treats women as whole people vs. parts or life stages.  Blending in-person and virtual care services, Tia’s “Whole Woman, Whole Life” care model fuses gynecology, primary care, mental health and evidence-based wellness services to treat women comprehensively. By making women’s health higher quality and lower cost, Tia makes women healthier, providers happier, and the business of care delivery stronger — setting a new standard of care for women everywhere.

Tia has raised more than $132 Million in venture capital funding to date, including a recent $100 Million Series B investment, one of the largest early-stage rounds ever for a healthcare company focused on women. Tia has ambitious plans to scale its “whole-woman, whole-life” model to more than 100,000 women by 2023. We’ll do this by growing virtual and in-person operations in existing and new markets while expanding its service lines to care for women throughout their entire lives -- from puberty to menopause. Since launching in 2017, Tia has grown to serve thousands of women aged 18-80 with blended in-person and virtual care in New York City, Los Angeles, Phoenix and soon San Francisco. 

We’re building a world class team to reimagine women’s healthcare. We’re an interdisciplinary team of clinicians, researchers, designers, technologists and operators who have seen firsthand how broken the healthcare system is for women. We’re united by a powerful mission to enable every woman to achieve optimal health, as defined by herself, as well as a shared set of values and principles that define our business, products, and culture. 

Tia is building a culture of excellence — in people, process and product. This is our northstar value;

What is excellence, exactly?

Excellence about constantly elevating yourself, it is the process of constantly striving to perform to the best of your abilities, and identifying your top potential through constant learning, experimentation and evolution. Excellence is not about achieving perfection, as that insinuates a pinnacle. Instead, in our terms, excellence is about the pursuit of constant improvement. We’re looking for people who want to go on that hard journey of constantly setting new personal records, and organizational records.

We practice excellence at Tia by demonstrating the following types of behaviors: We chose (and actively choose) excellence as Tia’s highest order value because it crystalizes into one word several behaviors that we hold dear, specifically:

A drive to constantly improve through experimentation, reflection. and an insatiable growth mindset — said another way, we’re energized by the possibility of invention, innovation, and iteration

Being present in and grateful for the journey — not just the goal line. Perfection is static. Excellence is a process (more on this important distinction below)

Asking why, then why again — because accepting “this is just the way it is” is not good enough

Grit & perseverance — a maker mentality that involves “rolling up your sleeves”, but also deep care for oneself and for others

A commitment to uncovering talents to unlock “rock star” potential across every individual

Furthermore, excellence reflects the “bigness” and the “boldness” of Tia’s mission and vision — a world in which every woman can achieve optimal health, as defined by herself.

Said another way, Tia’s mission is NOT to make healthcare incrementally better for women. Instead, we’ve intentionally set out to create a fundamentally new paradigm for modern women’s healthcare that’s truly excellent. We believe that creating a company that operates in a culture of excellence will manifest in our product. Reaching this goal is not an overnight pursuit or a “one and done.” We have not and will not “get it right” with the first swing. Rather, this higher order goal is a moving target — one we have not and will not ever fully “achieve.” By design, we will never be “done” with this work, but instead, we will be continuously in pursuit of our mission. It is this continuous pursuit — the journey, not the finish line — that truly embodies excellence.

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. We strongly encourage people of color and members of the LGBTQ+ community to apply. 

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