Form Health - VP, Practice Operations

• Functional Areas of Responsibility • Patient Registration & Eligibility: Ensure seamless, compliant onboarding from first interest through clinical engagement • Care Coordination: Build efficient pathways that connect patients, clinicians, and support teams with clarity and speed • Client Operations: Deliver exceptional service and outcomes to our partners, meeting defined SLAs and fostering trust. • Provider Operations: Optimize provider capacity, scheduling, and experience through well-designed systems and support • Workforce Planning & Analytics: Develop and implement forecasting models, capacity plans, and performance analytics that guide data-driven operational decisions • Scale Systems for Growth: Work cross functionally to build the operational frameworks, workforce models, and technologies required to support a patient population significantly larger than today while maintaining margin discipline and service excellence • Transform the Patient Experience: Lead the shift to an omni-channel, patient-preferred experience incorporating chat, voice, messaging, and automation while maintaining NPS and an empathetic interaction style with patients • Develop Organizational Capability: Cultivate a culture of leadership, resilience, accountability, and continuous learning • Drive Change and Innovation: Lead operational change management efforts that strengthen our adaptability, transparency, and cross-functional alignment during rapid growth • Key Partnerships • Key Partnerships • Clinical Services: Co-develop processes that enable clinicians to operate efficiently while delivering exceptional, evidence-based care • Product & Engineering: Shape system requirements and enhancements that enable automation, care coordination, and omni-channel communication • Customer Success: Align on client satisfaction and partnership success metrics • Finance, Planning & Analysis (FP&A): Model and monitor operational performance metrics, budgets, and strategic workforce forecasts • 10+ years of experience in healthcare operations leadership, practice management, or large-scale consumer service delivery • Proven expertise in workforce planning, contact center management, and SLA performance optimization • Track record of leading remote teams across multiple states • Strong command of data-driven decision-making and operational analytics • Experience navigating regulated healthcare environments preferred (HIPAA, SOC2, ADA) • Demonstrated success in building scalable systems during high-growth phases • Strategic collaborator with the ability to influence cross-functional partners and lead change • Experience with telehealth or digital health is preferred • Bachelor’s degree required; advanced degree in healthcare administration, business, or operations preferred