Resources

• Scorecard for Head of Clinical Operations // Dec 5 2021
• Scorecard for Founding Head of Operations // Dec 5 2021
• Scorecard for Founding Assistant (VA) // Oct 4 2022
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• https://themanagershandbook.com/hiring-and-onboarding/role-proposal#the-proposal
  • Example from Clearbit
• Example from https://whothebook.com/smarttools-for-leaders/
  • Scorecard: https://geoffsmart.com/wp-content/uploads/2016/03/Scorecard-Tool-v2016.01.14-1.docx

Scorecard

Mission for Founding Clinical Operations Lead

As the first clinical ops hire at Fella Health, you'll work side-by-side with the CEO, helping to build out and run the clinical side of Fella. Your workflow over time will be to recognize a problem, take it on, build a system to solve it, oversee the smooth running of that system — then repeat. This role drastically scales up CEO time, and puts you on track to own the clinical part of Fella into the future.

Outcomes

• Clinic Operations — You’ll work under the close guidance of our CEO to run an effective telemedicine clinic.

  • medication fulfillment: build systems to coordinate with pharmacies (mail-order & local) to get scripts filled efficiently

  • medication access: ensure fellas can access the best medications by building systems to work with their insurance, using coupons, and investigating other options

  • labwork: ensure fellas can get extra labwork done by integrating with lab providers (mail & local)

  • tooling: work with our engineering team to ensure we have great tooling across the clinic, including patient-facing software UX

  • economics: improve unit economics over time by creating automations, removing load from providers, and helping to iterate our clinical protocol

  • providers: ensuring high quality of care from Fella providers with adequate capacity as we scale

  • reimbursement: apply to get in-network with insurance companies

  • legals: help coordinate with our attorney & accountant to ensure a smooth legal process

  • Success metric:

    Be rated as superb by our CEO in "running & improving the clinic".

• Customer Success — You’ll work under the close guidance of our CEO to run customer success.

  • enrollment: improve the system fellas use to enroll onto the program

  • support: improve our customer support system to sort ad-hoc issues for fellas

  • metrics: closely monitor activation, retention & satisfaction metrics to measure success

  • managing: manage care coordinators to efficiently execute processes

  • Success metric:

    Be rated as superb by our CEO in "running customer success".

Critical Competencies

Need to have

• Operating skills:
  • Experience: you have 4+ years total ops experience, with 1+ year very relevant experience (e.g. at high-growth startup, telemedicine company etc). You don’t need clinical experience.
  • Language: you are fluent in English.
  • Systems: you think in and build out systems. You drive towards automation where possible. You’re comfortable with no-code tools.
  • Complexity: you're highly organized and can complete multiple projects concurrently.
  • Mindset: you calmly handle uncertainty and rapidly changing situations.
  • Learning: you're an autodidact with impressive speed and resourcefulness. You regularly teach yourself the skills you need from scratch.
• Cultural skills:
  • End-to-end ownership — you are comfortable owning projects from noticing the problem to delivering the outcome.
  • Do what is needed — speed is critical and often the solutions we need are messy. You are comfortable moving quickly and taking on gritty work.
  • Belief in the mission — we will help 1 million fellas by 2026 and we transform the life of each fella who joins. We have a lot of work to do. You are obsessed with our fellas and are dedicated to the mission.
  • Commitment to candor — we believe in open communication and transparency. You are a clear & caring communicator, welcoming feedback.
  • Dedication to excellence — you are obsessed with your role, with a commitment to compounding self-improvement.

Nice to have

• Operating skills:
  • Past: in previous roles you've been pulled into important problems, taken risks, excelled in new areas. You've likely created something from nothing, however small.
  • Future: you may want to start a company in the future.
  • Background: you may have a background in computing, or software, or engineering. You're comfortable around technology.
  • Hiring: you may have experience building & managing high-performing teams.
• Cultural skills:
  • Seeing systems — you recognize the system which produces the outcome, and focus on improving the system to fix the underlying cause.
  • Positive-sum thinking — you think in terms of collaboration not competition.
  • Managing yourself — you own your schedule, your habits, your happiness, your life. Your teammates help you flourish, but the eventual responsibility lies with you.