Manager, Telemedicine Operations at Carrot (Remote)

About Carrot: Carrot is the leading global fertility and family care platform, built on intelligent care orchestration: the right clinical guidance, at the right moment, in the context of each member’s life. More than a thousand multinational employers, health plans, and health systems trust Carrot to support millions of members across 195 countries – from pre-pregnancy through menopause and major life moments in between. Carrot's comprehensive clinical program delivers industry-leading cost savings for plan sponsors and award-winning experiences and improved outcomes for millions of people worldwide. Carrot is widely regarded as a defining force in healthcare innovation as a recipient of several top-tier awards, including Fast Company's 'Most Innovative Companies' and CNBC's '100 Barrier Breaking Startups'. The company is regularly cited by leading global outlets — including The Economist, Bloomberg, The Wall Street Journal, NPR, ABC News, and Harvard Business Review — as a leading voice on digital health, the future of work, and family health. Learn more at get-carrot.com. The Opportunity 🚀 This role leads Carrot's telemedicine nursing team and runs the day-to-day operations of our telemedicine clinic. You will directly manage a team of registered nurses, owning hiring, onboarding, coaching, performance management, and professional development, and you will be accountable for the team's coverage, workload, and day-to-day success. This is a working manager role, not a purely supervisory one. Alongside managing the team, you will own clinical operations inside the EMR, provider schedule coordination, workflow management, quality processes, provider-facing documentation, and the reporting that gives leadership visibility into how the clinic is running. The role sits at the intersection of healthcare operations and clinical practice, working closely with clinical staff and translating operational needs into clinically sound practice as the telemedicine service scales. What You’ll Own 💼 In this role, you will: * Directly manage a team of registered nurses and other clinical staff, including hiring, onboarding, coaching, performance management, and professional development, with regular 1:1s and clear expectations. * Own scheduling, coverage, and workflow management for the telemedicine clinic, resolving bottlenecks that affect the patient or provider experience. * Serve as the operational owner of Carrot's EMR, including configuration and upkeep of clinical content (programs, clinical forms, and related settings) in partnership with clinical leadership. * Own the clinical operations queues and surrounding workflows, including chat operations, coverage assignment, labs, and faxing, with timely follow-through and defined escalation paths. * Manage the relationship with Carrot's external provider staffing vendor: coverage forecasting, provider scheduling, onboarding logistics, and accountability to coverage, documentation, and responsiveness expectations. * Serve as the operational point person for the telemedicine platform and related clinical tools, coordinating with IT and Product on issues, enhancements, and day-to-day vendor management. * Support the development, organization, and version control of clinical protocols, SOPs, and policies, and own the provider Playbook and job aids. * Support quality assurance for the program, including monitoring, chart and documentation review, follow-up on quality concerns, and tracking of quality metrics. * Track and report on operational KPIs such as visit volume, wait times, no-show rates, and SLA compliance, giving leadership regular visibility into operational health and emerging trends. What Success Looks Like 📈 In your first 12–18 months, you will have: * Built and retained a fully staffed, high-performing nursing team with a clear coverage model and consistent performance management in place. * Established reliable day-to-day clinic operations, with scheduling, queues, and escalation paths running smoothly and predictably. * Taken full operational ownership of the EMR, with clinical content current, version-controlled, and trusted by clinical and provider staff. * Stood up a regular KPI reporting cadence covering visit volume, wait times, no-show rates, and SLA compliance. * Brought the provider staffing vendor to consistent accountability on coverage, documentation, and responsiveness. * Matured quality assurance processes, including chart review, follow-up, and quality metric tracking, to support the program as it scales. About You ✨ You likely have: * An active, unrestricted RN license and a bachelor's degree. * 2+ years managing registered nurses or other healthcare professionals, including hiring and performance management. * 2+ years of hands-on experience in healthcare or clinical operations, including scheduling and workflow management. * Hands-on experience working in and configuring an EMR/EHR, along with direct experience in telemedicine or virtual care operations. * Experience supporting or maintaining clinical protocols, standard operating procedures, and/or clinical policies. * Comfort working closely with clinicians and translating operational needs into clinically appropriate practice. * The ability to manage multiple clinical, operational, and administrative workstreams at once without losing track of details. * Strong documentation and organizational skills, and the ability to quickly learn new systems and tools. Nice to Have ⭐ While not required, we would be especially excited if you bring: * A multi-state or compact RN license, or willingness to obtain licensure in additional states. * Experience managing external staffing vendors or agency/contract provider networks. * Experience in reproductive and/or hormonal health (fertility, pregnancy, menopause, low testosterone, gender-affirming care). * Experience building or supporting quality assurance programs in a clinical setting. * Comfort operating in a high-growth, ambiguous environment with a bias toward building scalable, reusable processes. Why This Role Matters 🧡 Carrot's telemedicine clinic is one of the most direct ways members experience our care. The quality of that experience depends on a nursing team that is well supported, schedules and queues that run on time, and clinical documentation that providers can trust. This role owns all of it. As the telemedicine service scales, the operational foundation this person builds, from EMR configuration to vendor accountability to quality processes, will determine whether Carrot can grow the program without compromising member experience or clinical quality. It is a high-leverage seat at the center of healthcare operations and clinical practice. Interview Process 🤝 We believe in a thoughtful and transparent interview process designed to create alignment for both candidates and our team. For this role, candidates can expect: 1. Recruiter Screen — 30 minutes 2. Hiring Manager Interview — 30–45 minutes 3. Cross-Functional Panel Interviews — 45 minutes 4. Executive Leadership Conversation — 30 minutes 5. Hiring Manager Wrap-Up — 15 minutes Throughout the process, we will share additional context about the team, business priorities, customer landscape, and what success looks like in this role. WHY CANDIDATES JOIN CARROT 🌍 Carrot offers the opportunity to do meaningful work in service of a deeply human mission. Highlights include: * A mission-driven company focused on expanding access to fertility and family-forming care globally. * A high-growth environment where leaders are empowered to shape strategy and drive impact. * Competitive compensation, equity, and comprehensive benefits. * Flexible Time Off and a culture that actively encourages employees to recharge. * Comprehensive parental leave and family-forming benefits. * A collaborative, inclusive, and values-driven culture. * The opportunity to work alongside passionate, thoughtful teammates committed to improving healthcare outcomes worldwide. Compensation: Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. The starting base salary for this position will range from $128,000-$140,000. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience. Fraud and Security Notice: Please note that all communication regarding job opportunities at Carrot will come exclusively from an @get-carrot.com email address. If you receive messages from any other domain, please disregard them and report the incident to: [email protected] A Note on AI At Carrot, we believe AI can help us work smarter, move faster, and create more meaningful experiences for our members, customers, and each other. While not every role requires deep technical AI expertise, we value people who are curious, eager to learn, and excited to thoughtfully incorporate AI into their day-to-day work. For some roles, AI fluency is a core requirement—and we'll call that out clearly in the qualifications. For everyone else, we're looking for people who embrace new ways of working, use AI responsibly to improve quality and efficiency, and continue to learn as the technology evolves. Why Carrot? Carrot has received national and international recognition for its pioneering work, including Fast Company's Most Innovative Companies and World Changing Ideas, Inc. Power Partners, and Modern Healthcare’s Innovators. Carrot’s global workforce has been acknowledged with several accolades, including Fortune’s Best Workplaces in Healthcare, Great Place to Work, and Age-Friendly Employer certifications. Carrot is regularly featured in media reporting on issues related to the future of work, women in leadership, and healthcare innovation, including MSNBC, The Economist, Bloomberg, The Wall Street Journal, CNBC, National Public Radio, Harvard Business Review, and more. Learn more at carrotfertility.com.

Manager, Telemedicine Operations

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