Clinical Operations

Operations Associate

New York   |   Full Time

About the Company

Tembo Health is a telemedicine platform that pushes technological innovation and leverages operational excellence to improve health outcomes for seniors. We partner with senior communities to provide their patients with medical services to manage chronic conditions, extend life expectancy and even avoid the emergency room.


We're venture backed, with funding from big tech investors like Bloomberg Beta, B Capital, Resolute, AARP and led by a cadre of entrepreneurs who have built and scaled unicorn tech companies (e.g., Flatiron, Oscar, Imagen). Our team includes startup veterans, physicians, and more. We're here to make a big, meaningful impact on healthcare and have fun while we're at it. We're looking for smart, mission-driven, goal-oriented team members who are creative problem solvers and big dreamers. If that sounds like you, let's talk!

Our Values and Culture

At Tembo, we're on a big mission: improve health outcomes for seniors. To make this mission a reality, we value several things in how we work:

  • Patients First. We're here to make the lives of patients better and every activity has this in mind.
  • Great Ideas. It doesn't matter whose idea it is, if it's a great idea, let's do it!
  • Get Stuff Done. Ideas are nothing without implementation. So go ahead and try things, break stuff, learn and improve.

In line with our values, we look for people who are

  • Customer-Focused. You are able to identify and work towards what customers want and need. You see customer satisfaction as tantamount to success.
  • Smart and Curios / Solution Oriented. You're constantly learning and applying your knowledge to find innovative solutions. You love sharing your ideas and workshopping ideas to get to great answers. You're excited by the prospect of iterating on products and processes to make them better over time.
  • Efficient + Effect / Good at Time Management. You know what it takes to accomplish your goal and aren't afraid to put in the work. More importantly, you know how to ruthlessly prioritize and focus on the important activities. 

Our team features a wide breadth of experience in various industries and functions. This means we're bringing different ideas to the table that yield lively discussions and creative solutions that couldn't happen with industry experts alone.

About the Role

We are seeking an operations associate to support the delivery, management, and assessment of healthcare services to millions of seniors across America. The role will report to our Director of Clinical Operations. As a member of our operations teams, you will work with senior communities and residents in their coordination of care and appointments, resolving questions and issues, and building positive relationships through their experience. Internally, you will also work with different teams and clinicians to build effective products and services in support of those residents. This may involve creating processes, updating workflows, providing input into design, and reviewing charts.


Responsibilities

  • Support community and patient experience. You will help coordinate appointments, follow-ups, documentation, etc. to ensure a smooth clinical, community and patient experience. You may also provide assistance in solving technical and administrative issues if they arise. Collaborate with clinicians and various stakeholders such as staff at the senior living facilities to make sure patients are receiving holistic and consistent care.
  • Improve operations and processes. You will be tasked to identify and manage projects that help with our overall operations and provide an efficient, effective, and enjoyable experience when using our products and services.
  • Own our knowledge management. You will translate and migrate knowledge into our knowledge management system to maintain the accuracy and quality of workflows as well as handle any updates as necessary. Work with various teams across the organization (e.g., clinical, product, customer success) to capture in-depth knowledge of workflows from content contributors.
  • Manage and report on dashboards. You will own building, managing, and updating our operational dashboards and data requests on a regular basis. This provides insight internally and externally into our progress, impact, and work to be done. 
  • Provide input into product design. You will provide your observations and feedback into the design of our products, services, and workflows that enable world class care in support of our vision. Help QA our releases of customer facing web applications to ensure a seamless user experience.


Travel Requirements

We expect this role to potentially have up to 20% of travel for user research and stakeholder engagement at our customer communities. 


Sample Work Plan

With in the first week, you'll manage day-to-day operations with activities like:

  • Handling appointment scheduling and changes

  • Downloading and updating reports

Within the first month, you'll own key operational processes that ensure a great customer and clinical experience like:

  • Directly interacting with customers and patients with their questions and issues

  • Be the go-to person in regards to knowledge management

  • Execute independently on operational responsibilities

Within three months, you'll use your problem-solving skills make sure our operations runs and scales effectively through activities like:

  • Creating and updating dashboards

  • Supporting our internal teams in development efforts

  • Identifying inefficiencies in processes and implementing improvements


About You

Requirements 

You’ll be a fit for this role if you:

  • Thrive in a collaborative environment and able to work just as well as an individual or as part of a team

  • Build rapport, trust, and long-term relationships well with stakeholders (e.g., patients, clinicians, administrators) of varying levels of responsibility

  • Show attention to detail, excellent organizational skills, and superior time management

  • Create easy to understand and error-free written and verbal communication

  • Have a bachelor’s degree, or commensurate military/work experience


Bonus Qualifications

  • Have experience in a healthcare setting or company, especially with a senior population

  • Helped grow and scale products and teams





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