Manager, Care Delivery Design & Implementation (Care Operations)

Hims & Hers is the leading health and wellness platform, on a mission to help the world feel great through the power of better health. We are redefining healthcare by putting the customer first and delivering access to care that is affordable, accessible, and personal, from diagnosis to treatment to delivery. No two people are the same, so we provide access to personalized care designed for results. By normalizing health & wellness challenges and innovating on their solutions, we’re making better health outcomes easier to achieve. 

Hims & Hers is a public company, traded on the NYSE under the ticker symbol “HIMS.” To learn more about the brand and offerings, you can visit hims.com/about and hims.com/how-it-works . For information on the company’s outstanding benefits, culture, and its talent-first flexible/remote work approach, see below and visit www.hims.com/careers-professionals.

Position Overview

The Care Delivery Design & Implementation Manager oversees clinical workflows across designated service lines at Hims & Hers, and manages treatment innovation initiatives and clinical product launches that impact care delivery through the platform. They are responsible for proactively identifying upcoming changes that impact delivery of care, escalating clinical priorities from Medical, ensuring the smooth implementation of clinical changes, and maintaining essential clinical products and documentation that enable care delivery through the platform. This role requires a strong partnership with the Medical and Pharmacy teams to determine clinical priorities, drive alignment on project prioritization, and support clinical decision-making. The Care Delivery Design & Implementations Manager will be highly collaborative, creative in their approach to problem-solving, passionate about healthcare, and able to manage multiple competing priorities while maintaining a highly thoughtful approach to their work.

Key Responsibilities

Workflow Assessment and Escalations:

• Assess the impact of projects on care delivery, including clinical guidelines, medical intake forms, and care team tools and resources.

• Proactively identify opportunities for clinical and business improvement based on quantitative feedback and KPIs.

• Determine clinical priority in collaboration with the Medical and Pharmacy teams.

• Drive alignment on project prioritization and communicate prioritization decisions to clinical stakeholders.

Clinical Products:

• Maintain the documentation of Clinical Guidelines under appropriate guidance and sign-off from Medical, serving as a source of truth for care delivery through the platform.

• Manage the design, build, and implementation of Medical Intake Forms under appropriate guidance and sign-off from Medical, determining how medical information is gathered through digital patient experiences and communicated to the care teams in the Hims & Hers EMR.

• Oversee the development and publication of key patient-facing resources under appropriate guidance and sign-off from Medical (e.g., clinical message templates, medication guides, and other essential treatment information).

Implementation Support:

• Ensure Medical oversight of clinical changes; Drive alignment on clinical decisions and maintain documentation.

• Engage in and influence key strategic initiatives and product launches with attention to detail and the ability to “see around the corners” to solve potential operational problems before they arise.

• Drive stakeholder alignment through crucial conversations, using their expertise to balance provider, customer, and business priorities.

• Manage impact to clinical products, including clinical guidelines, medical intake forms, and care team tools and resources.

• Determine clinical training and care team communication needs; Coordinate with Medical and Clinical Training teams to address training and communication requirements.

• Communicate upcoming implementations to Medical leadership and obtain necessary approvals.

Documentation:

• Document clinical workflows to ensure clarity and consistency.

• Maintain decision logs and change logs for any materials updates to the delivery of care through the Hims & Hers platform.

Qualifications

• Bachelor’s degree.

• 5+ years of work experience in project or product management or operations, preferably in a healthcare setting.

• Exceptional communication skills, both written & verbal: Confidently and clearly know what, when, and how to get a message across.

• Presentation and analytical skills: Comfortable using Microsoft Office or Google Suite, and able to learn our other platforms.

• Technical aptitude: Experience or ability to learn programs including but not limited to Figma, Lucidchart, Looker, JIRA.

• Experience working cross-functionally with executive stakeholders and external partners.

• Self-starter attitude and ability to work independently.

• Strong attention to detail and commitment to maintaining accurate documentation.

Preferred Qualifications

• Master’s degree in a related field.

• Clinical background or experience in clinical operations.

We are committed to building a workforce that reflects diverse perspectives and prioritizes ethics, wellness, and a strong sense of belonging. If you're excited about this role, we encourage you to apply—even if you're not sure if your background or experience is a perfect match.

Hims considers all qualified applicants for employment, including applicants with arrest or conviction records, in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act, and any similar state or local fair chance laws.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Hims & Hers is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at [email protected] and describe the needed accommodation. Your privacy is important to us, and any information you share will only be used for the legitimate purpose of considering your request for accommodation. Hims & Hers gives consideration to all qualified applicants without regard to any protected status, including disability. Please do not send resumes to this email address.

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