Job description

Who We Are Icon Health is a leading provider of value-based musculoskeletal (MSK) care, collaborating with payers and providers to enhance outcomes and experience for individuals. The company partners with health plans and risk-bearing providers to assume accountability for reduced total cost of care. By combining technology-enabled MSK providers with proactive care coordination and decision support services, Icon Health delivers multidisciplinary, evidence-based care. We founded Icon Health on the conviction that every patient should be genuinely delighted with their care experience. By prioritizing patient-centered practices, ensuring clear care goals across the entire clinical team, and placing clinicians at the heart of care delivery, we aim to transform a fragmented system into one that truly serves patients. Our model uses a team-based approach to care, integrating musculoskeletal expertise and primary care to achieve better patient outcomes. At Icon Health, we foster a culture that embraces bold thinking, rapid iteration, and practical problem-solving. We seek team members who relish challenging the status quo and thrive in vertically integrated roles—where ideas can swiftly move from concept to execution without layers of red tape. Above all, we value individuals who are eager to roll up their sleeves, tackle obstacles head-on, and create innovative solutions that improve the lives of our patients and our clinical partners. About the Role: The Strategic Operations Manager makes our care delivery and care coordination workflows better, faster, and more scalable. You'll work closely with clinical operations leads to find friction, redesign processes, and document them, then translate those improvements into clear requirements for our data and engineering teams to automate, measure, and build on. What You'll Do: Workflow design and improvement • Map current operational workflows, including referral intake, outreach, scheduling, care coordination, and partner handoffs, and find bottlenecks and inconsistencies • Design, test, and iterate on improved processes with clinical operations leads and front-line teams • Create and maintain process documentation, SOPs, and playbooks so new workflows are adopted consistently across markets • Define operational KPIs and service standards, and track performance to guide ongoing improvements Translating operations into data and engineering requirements • Turn validated workflow changes into clear, prioritized requirements for data and engineering, including what to automate, what to measure, and what to build • Partner with the product and data teams to make sure operational needs are reflected on the roadmap and in reporting • Support rollouts of new tools and workflow changes, including training, feedback loops, and post-launch iteration • Do ad hoc analysis to size operational problems and evaluate whether changes worked What You'll Bring: • 3+ years in operations, process improvement, strategy and operations, or consulting, ideally in healthcare delivery or a high-growth company • Experience mapping and redesigning complex, multi-stakeholder workflows • Strong analytical skills (Excel or Sheets required; SQL or BI tools a plus) • Ability to write clear requirements and work well with technical teams • Organized and detail-oriented, with practical judgment about what will actually work on the front lines Nice to Have: • Experience in care coordination, referral management, or clinical operations • Familiarity with EHR workflows and payer or provider operations • Lean Six Sigma, or similar process improvement experience We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment based upon age, color, handicap or disability, ethnic or national origin, race, religion, religious creed, gender (including discrimination taking the form of sexual harassment), marital, parental or veteran status, sexual orientation, gender identity, or gender expression. Job Type: Full Time. M-F Benefits: • Flexible scheduling options (to be discussed in interview) • Benefit package including medical, dental and vision effective on Day 1 • Work Location: Fully Remote Important Notice: Protect Yourself from Recruitment Fraud To ensure you are communicating with a legitimate Icon Health representative, please not • Verified Communication: All official emails from our team will only come from an @iconhealthco.com email address. • Live Interviews: We never hire based on text or chat alone. Our multi-stage interview process always involves several live conversations with our team members via phone and/or web conference. • Your Privacy: We will never ask for sensitive financial information, home office equipment fees, or payment at any point during the hiring process. If you receive a suspicious request or an email from a different domain claiming to represent Icon Health, please do not engage

Requirements

Must-haves

Workflow design and improvement
Map current operational workflows, including referral intake, outreach, scheduling, care coordination, and partner handoffs, and find bottlenecks and inconsistencies
Design, test, and iterate on improved processes with clinical operations leads and front-line teams
Create and maintain process documentation, SOPs, and playbooks so new workflows are adopted consistently across markets
Define operational KPIs and service standards, and track performance to guide ongoing improvements
Translating operations into data and engineering requirements
Turn validated workflow changes into clear, prioritized requirements for data and engineering, including what to automate, what to measure, and what to build
Partner with the product and data teams to make sure operational needs are reflected on the roadmap and in reporting
Support rollouts of new tools and workflow changes, including training, feedback loops, and post-launch iteration
Do ad hoc analysis to size operational problems and evaluate whether changes worked
3+ years in operations, process improvement, strategy and operations, or consulting, ideally in healthcare delivery or a high-growth company
Experience mapping and redesigning complex, multi-stakeholder workflows
Ability to write clear requirements and work well with technical teams
Organized and detail-oriented, with practical judgment about what will actually work on the front lines

Nice-to-haves

Strong analytical skills (Excel or Sheets required; SQL or BI tools a plus)
Experience in care coordination, referral management, or clinical operations
Familiarity with EHR workflows and payer or provider operations
Lean Six Sigma, or similar process improvement experience
Job Type: Full Time. M-F

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Keywords to mirror

sql

Platform: jazzhr
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision