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About the Role
The Strategic Operations Manager will improve, accelerate, and scale care delivery and coordination workflows. This role involves collaborating with clinical operations leads to identify inefficiencies, redesign processes, document them, and translate these improvements into requirements for data and engineering teams.
Responsibilities
- Map current operational workflows, including referral intake, outreach, scheduling, care coordination, and partner handoffs, and identify 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 for consistent adoption of new workflows across markets.
- Define operational KPIs and service standards, and track performance to guide ongoing improvements.
- Translate validated workflow changes into clear, prioritized requirements for data and engineering, including automation, measurement, and build specifications.
- Partner with product and data teams to ensure operational needs are reflected on the roadmap and in reporting.
- Support the rollout of new tools and workflow changes, including training, feedback loops, and post-launch iteration.
- Conduct ad hoc analysis to quantify operational problems and evaluate the effectiveness of changes.
Requirements
- 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 collaborate effectively with technical teams.
- Organized and detail-oriented, with practical judgment about what will actually work on the front lines.
Skills
- Excel or Sheets
- SQL or BI tools (a plus)
- Care coordination (nice to have)
- Referral management (nice to have)
- Clinical operations (nice to have)
- EHR workflows (nice to have)
- Payer or provider operations (nice to have)
- Lean Six Sigma (nice to have)
- Process improvement experience (nice to have)
Location
- Fully Remote
Work Type
- Full Time
- M-F
Experience Level
- 3+ years
Benefits
- Flexible scheduling options (to be discussed in interview)
- Benefit package including medical, dental and vision effective on Day 1
About the Company
- 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.
- Icon Health fosters 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.
- 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.
Equal Opportunity
- 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.