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Tusk Venture Partners
Tusk Venture Partners

SVP, Care Delivery



New York, NY, USA
Posted on Friday, May 26, 2023
Who We Are
Ro is a direct-to-patient healthcare company with a mission of helping as many patients as possible achieve their health goals. Ro is the only company to offer telehealth care, at-home diagnostic testing, labs, and pharmacy services nationwide. This is enabled by Ro's vertically integrated platform that helps patients achieve their goals through a convenient end-to-end healthcare experience spanning from diagnosis, to delivery of medication, to ongoing care. Since 2017, Ro has helped millions of patients in nearly every single county in the United States, including 98% of primary care deserts.
Ro was recognized as a CNBC Disruptor 50 in 2022, listed by Inc. Magazine as a Best Place to Work in 2022 for our third consecutive year, and named one of FORTUNE's 2022 Best Medium Workplaces.
Reporting to the Chief Medical Officer, the SVP of Care Delivery is accountable for leading and directing how high quality clinical care is delivered in an efficient and effective way by overseeing Quality and Safety (Clinical Quality, Patient Safety, Q&S Insights), Clinical Research and Practice Management. The goal is to scale the clinical practice in order to deliver care that patients want and in a way that providers and staff love.
You will oversee a rapidly growing team that currently consists of over 150 doctors, nurses, nurse practitioners, patient advocates, research scientists and quality and safety specialists who are all working in service of helping patients achieve their health goals. The teams are currently tackling a number of practice management and quality initiatives such as optimizing practice structure to accommodate the rapid increase in providers; ways to forecast staffing models based on rapidly increasing patient volume; incorporating practice service opportunities via peer committees; optimizing practice standardization and brand as the practice grows; and working with the tech org on prioritizations of tech-enabled services. The team is also creating and designing initiatives to update provider training and education, improve incentive structures and implement new team building and bonding activities. The goals for this year are to create and implement principles, policies and procedures that optimize and support peer education, staffing the right practitioner at the right time for the right patient, and cultivate a culture of clinically excellent care enabled by technology.

What You'll Do:

  • Oversee the following teams and their initiatives which include:
  • Care Delivery Quality and Safety
  • Measure and improve performance of Ro affiliated providers practicing on the platform
  • Optimize care delivery design to measure and improve patient health outcomes across existing and new conditions including episodic and chronic condition management
  • Build social determinants of health and equitable care approaches into current care delivery
  • Oversee provider quality via QA audits and the QA committee focusing on message quality, adherence to practice guidelines, voice of the provider, diagnostic audits for RN reviewing labs
  • Partner with the Ro Affiliated Practice on provider credentialing/ re-credentialing and performance evaluations
  • Continue to improve Quality of care through continuous quality improvement, failure mode and effect analysis on new processes, products, and features
  • Optimize Q&S Insights that focus on improving the patient experience via message quality insights and establishing patient experience metrics
  • Translate a magical bedside manner to “webside” manner to scale hospitality healthcare
  • Practice Management
  • Design and organize a clinical practice (provider types, practice structure, provider workflows, staffing planning and modeling) that scales within a high growth start-up
  • Define and track key input metrics for the Practice and drive continuous improvement based on these metrics such as performance metrics and improvement plans
  • Work with Business / Finance partners to track overall practice success (e.g., patient satisfaction, retention, etc.) and identify pod-level improvements (e.g., training, scheduling, etc.) to improve patient satisfaction and clinical results
  • Design practice structure to formalize provider performance reviews, development, continuous education and knowledge management
  • Prioritize escalations within the practice and implementation changes
  • Improve operational and Q&S metrics within the practice and at the individual level
  • Ensure compliance with all regulatory requirements and industry best practices (licensing, credentialing)
  • Monitor and manage The Practice budget and resources to optimize financial performance
  • Design a point of view on what the tech org needs to build for the practice to deliver high quality and efficient care
  • Standardize and scale care delivery standards within the Practice
  • Optimize provider incentive design and develop more robust professional development strategies
  • Work with Ro’s clinical team and expert advisory board to define and implement evidence based protocols for existing and new services
  • Work closely with and partner with the Patient Experience team (insurance, Ro platform services, customer support, operations and insights) to ensure a seamless and delightful experience across care journey
  • Clinical Research
  • Oversee the team responsible for end-to-end clinical research projects with a focus on health outcomes
  • Collaborate with stakeholders within the business and The Practice to identify key research questions especially during clinical service and clinical pathway design
  • Own and update all institutional review board applications
  • Analyze data from Ro’s custom-built Electronic Health Record (EHR)
  • Use research methods to inform population-level care strategies
  • Lead Ro’s academic research portfolio and academic partnerships

What You'll Bring:

  • Top notch practice management experience and expertise
  • Highly developed leadership and interpersonal skills
  • Proven track record of scaling healthcare services
  • Demonstrated experience creating and implementing performance and quality metrics
  • Data-driven decision making with extremely strong analytical skills
  • Passion for and deep understanding of the healthcare market
  • Ability to manage multiple projects and priorities in a fast-paced environment
  • Ability to deliver results and thrive in uncertainty
  • Excellent communication and presentation skills both written and verbal
  • Extremely strong work ethic
  • Knowledge and command of the principles of financial analysis, planning, operations, and human resources
  • Strong metrics-driven performance improvement background is important, as is the ability to coach leaders to higher levels of accountability and execution
  • Ability to use data to create accountability structures to drive success
  • Ability to accumulate and analyze appropriate data and formulate actionable plans with staff to achieve goals

Who You Are:

  • Required Minimum Education: Masters degree in Healthcare Administration, Business Administration, Public Health or equivalent
  • Required Minimum Experience:
  • 10-15 years of direct executive-level management of multiple departments, including functional strategic and financial planning
  • Demonstrated experience managing and scaling clinical service lines is mandatory
  • Has a track record of implementing six sigma practices for process improvement
  • Experience working with tech-enabled services and in a regulated industry strongly preferred
  • Bonus Experience:
  • Current experience at the VP/SVP/COO level for an ambulatory care delivery program
  • 10 – 15 years of progressive management experience in a hospital/healthcare environment with exposure to matrix operating structures and experience with clinical program development and management
  • Understanding of telemedicine, remote patient care, remote provider and team staffing
  • Strong experience leading continuous quality improvement initiatives across the clinical care continuum
  • Medical Degree (MD, DO or equivalent), Masters or Doctorate of Nursing Practice or Physician Assistant Masters Degree

Embody Ro's Principles:

  • Fight for patients
  • Think Big
  • Inch by Inch
  • Drive Quality through Focus
  • Operate with Urgency
  • Give Feedback, Seek Feedback
  • Care more about getting it right than being right
  • Big Heart
  • Work Hard
  • Will to Win
  • Full Ownershp
  • Deliver Results

We've Got You Covered:

  • Full medical, dental, and vision insurance + OneMedical membership
  • Healthcare and Dependent Care FSA
  • 401(k) with company match
  • Flexible PTO
  • Wellbeing + Learning & Growth reimbursements
  • Paid parental leave + Fertility benefits
  • Pet insurance
  • Student loan refinancing
  • Virtual resources for mindfulness, counseling, fitness, and physical therapy
The target base salary for this position ranges from $330,000 to $400,000, in addition to a competitive equity and benefits package (as applicable). When determining compensation, we analyze and carefully consider several factors, including location, job-related knowledge, skills, and experience. These considerations may cause your compensation to vary.
Ro recognizes the power of in-person collaboration, while supporting the flexibility to work anywhere in the United States. For our Ro’ers in the tri-state (NY) area, you will join us at HQ on Tuesdays and Thursdays. For those outside of the tri-state area, you will be able to join in-person collaborations throughout the year (i.e., during team on-sites).
At Ro, we believe that our diverse perspectives are our biggest strengths — and that embracing them will create real change in healthcare. As an equal opportunity employer, we provide equal opportunity in all aspects of employment, including recruiting, hiring, compensation, training and promotion, termination, and any other terms and conditions of employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, familial status, age, disability and/or any other legally protected classification protected by federal, state, or local law.
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