Job Description:
• Serve as the primary point of contact for providers and internal teams regarding telehealth regulations, DEA requirements, PDMP, licensure, prescribing standards, and internal Medical Operations policies.
• Interpret regulatory and policy requirements and provide clear, practical guidance that supports compliant care delivery without unnecessary escalation.
• Identify recurring questions or areas of confusion and proactively recommend SOP updates, training needs, or workflow refinements to reduce operational friction.
• Lead initial investigation, triage, and resolution of operational, clinical, or compliance-related issues raised by providers, support teams, or internal stakeholders.
• Develop clear issue summaries, root cause assessments, and recommended resolutions prior to escalation to the Director of Medical Operations.
• Act as a trusted operational partner to providers by ensuring timely, accurate responses to day-to-day questions impacting workflows, documentation, prescribing, and care delivery.
• Support provider satisfaction and retention by reducing delays, confusion, and inconsistent guidance.
• Directly supervise and manage the Provider Administrative Support Team, including offshore or overseas administrative assistants, in partnership with HR.
• Maintain and continuously improve Medical Operations SOPs, decision trees, and escalation protocols in alignment with current regulations and internal standards.
• Participate in a rotating weekend on-call schedule to support operational continuity and timely issue resolution.
Requirements:
• Demonstrated strength in answering and guiding regulatory and operational questions within a healthcare or telehealth environment.
• Strong working knowledge of HIPAA, DEA regulations, state licensure requirements, PDMP, and telehealth compliance frameworks, mental health experience preferred.
• Proven ability to investigate issues, synthesize facts, and recommend clear resolutions independently.
• Experience supervising and managing support teams, including offshore or overseas staff, with HR partnership.
• Ability to balance provider advocacy with firm compliance boundaries.
• Highly organized, detail-oriented, and comfortable managing multiple concurrent issues in a fast-paced environment.
• Clear, concise communicator, particularly in written guidance, issue summaries, and leadership updates.
• Experience developing or maintaining SOPs, workflows, and operational policies.
• Familiarity with EHR and CRM platforms and telehealth operational tools.
• 5+ years of experience in medical operations, clinical operations, regulatory operations, or telehealth environments.
• Bachelor’s degree in Healthcare Administration, Business, or related field, Master’s degree a plus.
Benefits:
• Coverage and On-Call Support
• Competative Salary