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
• Scorecard for Founding Clinical Operations Lead // Oct 21 2022
• Scorecard for CRO Lead // February 19 2024
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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 Head of Clinical Operations

As Head of Clinical Ops at Fella, you’ll run our telemedicine clinic. Your fundamental role is to keep fellas happy 😊

You’ll rapidly & efficiently scale a compliant telemedicine clinic with industry-leading metrics for Activation, Retention, and Referral. You’ll have your work cut out to constantly guide automations so we can continue growing >7% WoW indefinitely. You’ll work with our existing Medical Support team to ensure DRIs are clear and SLAs are being met. You’ll scale our provider network and ensure we have great clinical systems. You’ll get your hands dirty, build out a high-performing team, constantly be learning, and withstand the pressure of competing priorities under rapid growth. Great performance in the role means we can rapidly scale our clinic to 100k (happy) patients.

If you nail the role, you’ll be a candidate for our future COO hire.

Outcomes

• examples

Areas

<aside> 🎯 “You just build a fucking amazing experience. Make each step amazing. Make every decision in the long term interest of the client. Give the client massively more value than you take.” — a poetic extract from one of our advisors

</aside>

• Activation: You’ll get fellas their medication within 14 days of signup. You’ll ensure the UX is great from signup to their first dose: intuitive onboarding portal, streamlined medical form, easy labwork options, clarity on insurance coverage, rapid provider prescribing, automated medication ordering, overnight medication fulfillment, clear dosage instructions — all with reassuring communication to fellas. You’ll be obsessed with your activation KPIs.
• Retention: You’ll ensure fellas only leave upon reaching their goal weight, not due to poor service. This means async check-ins are comprehensive & regular, and refills are proactive & automated. You’ll be painfully aware of cohort churn numbers.
• Review/Referral: You’ll make fellas happy enough so they write a great review & refer others. You’ll maniacally collect NPS & CSAT feedback, read each word, and make changes accordingly.
• Scale: You’ll work with engineering to guide systems & automations to rapidly scale operations so we can grow >7% WoW indefinitely with high customer love and without team bloat. You’ll systematically review your team’s human-based workflows to constantly be automating as much as you can.
• Clinical systems: You’ll work closely with our Clinical Systems Lead & engineering team to ensure we have great tooling across the clinic: backend, careteam-facing, and fella-facing.
• People: You’ll work with our Medical Support Lead to ensure we have all hires we need, that hires are onboarded rapidly, there are clear DRIs for each area, and the team is performing well. You’ll work with the Medical Support Lead to audit performance & monitor SLAs, so our customer support system can effectively sort ad-hoc issues for fellas.
• Provider network: You’ll stay on top of provider capacity to ensure we don’t get blocked as we scale. You’ll work closely with providers to streamline their workflow & solve their issues. You’ll work with the recruiting team to select great-fit providers as we scale.
• Compliance: You’ll ensure we stay compliant in each jurisdiction, for both the clinic and the providers. This means ensuring our clinical systems can scale internationally.
• Economics: You’ll protect unit economics over time by ensuring all payments are going through, we get discounts on medication, provider workflow is streamlined, and clinic-wide workflows are automated to avoid careteam bloat.