Manager, Clinical Solution Development

Company Overview:

Upward Health is an in-home, multidisciplinary medical group providing 24/7 whole-person care. Our clinical team treats physical, behavioral, and social health needs when and where a patient needs help. Everyone on our team from our doctors, nurses, and Care Specialists to our HR, Technology, and Business Services staff are driven by a desire to improve the lives of our patients. We are able to treat a wide range of needs – everything from addressing poorly controlled blood sugar to combatting anxiety to accessing medically tailored meals – because we know that health requires care for the whole person. It's no wonder 98% of patients report being fully satisfied with Upward Health!

Job Title & Role Description:

The Manager, Clinical Solution Development manages a team of Clinical Solution Specialists who are responsible for the deployment of the clinical care model strategies including the development of specific solution description, end-to-end workflow, technology needs, roles and responsibilities, metrics/outcomes, ROI (billing codes, optimization of services), and more for each clinical solution we deliver to patients. This leader will plan and implement the various strategies within the clinical care roadmap in partnership with medical leadership and will lead their team with the support of clinical subject matter experts in the design of individual clinical services. A critical element of this role is partnering across all teams to ensure connectivity and deep understanding of the service delivery model that impacts adjacent departments, i.e., revenue cycle management, finance, reporting, etc.

The ideal candidate is flexible and willing to work in an early-stage company with the expectation that the scope of services and protocols will evolve. This will be a dynamic environment that requires flexibility, dedication, and commitment to improve care for underserved populations.

Skills Required:

• 5-8+ years of process design and workflow enablement in healthcare solution build and delivery.
• Prior experience managing and developing a team responsible for solution process improvement and operational excellence
• Solution playbook development experience.
• Strong program and project management experience, including managing a suite of concurrent initiatives and coaching others who are leading initiatives
• Advanced stakeholder management skills, with the ability to influence and align leaders across clinical operations, clinical excellence (cliniciancs), technology, business, client services, and finance
• Proven ability to leverage data, KPIs, and performance metrics to inform decisions and monitor solution effectiveness
• Experience writing clinical pain points and problem statements to drive technical solutioning
• Strong critical thinking, organizational, and prioritization skills in dynamic, high-growth environments
• Experience with change management and driving adoption across diverse stakeholder groups
• Certification in Project Management Professional (PMP) is preferred.
• Lean Six Sigma / Process Engineering background preferred.
• Bachelor's degree required and Master's degree preferred.
• Clinical licensure preferred.
• Relevant computer skills with systems, applications, and/or platforms, such as MS Project, SharePoint, Smartsheets, Visio, Teams, Excel, Jira
• Willing to travel for ad hoc team meetings and other business meetings.

Key Behaviors:

Leadership & Team Management:

• Leads and motivates a team of Clinical Program Specialists, fostering a collaborative and high-performance culture.
• Demonstrates the ability to provide clear direction, inspire others, and hold team members accountable for achieving program goals.

Collaboration & Relationship Building:

• Builds strong working relationships across departments, including with clinical staff, business partners, and leadership teams.
• Cultivates a culture of collaboration by actively engaging stakeholders, listening to their needs, and ensuring alignment across different teams.

Adaptability & Flexibility:

• Thrives in a dynamic, early-stage healthcare company where scope, protocols, and services evolve frequently.
• Demonstrates agility in adjusting to changing demands, timelines, and priorities in a fast-paced environment.

Problem Solving & Innovation:

• Identifies and addresses challenges in clinical solution delivery and process design, using creative and innovative approaches.
• Continuously seeks opportunities for process improvements, evaluating metrics and feedback to drive optimization.

Communication & Influence:

• Communicates effectively across all levels of the organization, conveying complex ideas and ensuring alignment on goals.
• Uses interpersonal savvy to influence key stakeholders and drive consensus on clinical solution strategies and processes.

Attention to Detail & Quality Focus:

• Ensures high-quality execution of clinical programs, paying attention to compliance, performance metrics, and outcomes.
• Demonstrates a commitment to continuous improvement by monitoring and refining processes to maintain excellence in service delivery.

Strategic Thinking:

• Understands the big picture and aligns clinical program development with the overall company mission and goals.
• Informs and shapes the clinical solution roadmap by considering the voice of the customer, best practices, and performance data.

Decision Making & Accountability:

• Makes data-driven decisions and takes ownership of the results, holding oneself and the team accountable for outcomes.
• Balances short-term project demands with long-term strategic goals, ensuring that all solutions are implemented successfully.

Customer-Centric Mindset:

• Demonstrates a strong focus on the end-user experience, ensuring that clinical solutions meet patient needs and improve health outcomes.
• Considers the perspectives of both internal stakeholders and patients in designing and refining clinical solutions.

Competencies:

Healthcare Process Design & Workflow Engineering:

• Designs and optimizes healthcare workflows from ideation through implementation and continuous improvement.
• Applies process excellence principles to improve care delivery, reduce variation, and strengthen operational efficiency.
• Ensures workflows are scalable, implementable, and aligned to broader service delivery needs.

Project Management:

• Effectively manages multiple complex projects with numerous stakeholders and competing priorities.
• Plans, executes, and oversees initiatives while tracking progress, timelines, decisions, and risks using appropriate tools.
• Aligns priorities and sequencing to business needs, organizational capacity, and strategic objectives.

Clinical Solution Development:

• Leads prioritization and strategy across clinical solutions and supports or leads design from requirements gathering through implementation and monitoring.
• Ensures clinical solutions align with organizational goals, patient needs, and regulatory requirements.
• Provides leadership across the solution portfolio to balance feasibility, impact, and sustainability.

Data Analysis & Decision-Making:

• Analyzes data to evaluate clinical solution effectiveness, identify trends, and support informed decision-making.
• Develops and uses appropriate KPIs and metrics to assess performance and identify opportunities for improvement.
• Uses findings to guide prioritization, solution refinement, and leadership decisions.

Change Management:

• Effectively plans and implements changes in clinical workflows, processes, and solutions through proactive leadership engagement.
• Recommends change management best practices in preparation for implementation.
• Supports teams through transitions with training, communication, and reinforcement to ensure adoption and stability.

Regulatory & Compliance Knowledge:

• Consistently ensures clinical solutions align with healthcare regulations, accreditation standards, and contractual service requirements.
• Remains up to date on relevant requirements and engages appropriate subject matter experts to ensure compliance.
• Builds compliance considerations into solution planning, design, and implementation.

Leadership & Staff Development:

• Effectively recruits, develops, and supports a high-functioning team.
• Fosters engagement, professional development, and a positive work environment that supports productivity and job satisfaction.
• Sets clear expectations, aligns work to business needs, and coaches team members to strengthen performance and capability.

Technology Proficiency:

• Demonstrates proficiency in a wide variety of tools (EHR, CRM, Excel, Visio, Jira, and related platforms).
• Identifies technology-enabled solutions to support solution design, documentation, reporting, and workflow optimization.
• Partners effectively with technology teams to implement and sustain solutions.

Financial & ROI Management:

• Effectively manages financial aspects of clinical program development, including billing optimization, ROI considerations, and cost-effective service delivery.
• Supports evaluation of financial sustainability through planning, monitoring, and adjustment of solution design.
• Incorporates financial considerations into prioritization and implementation decisions.

Customer & Stakeholder Focus:

• Consistently incorporates patient experience and stakeholder input into solution design.
• Ensures services align to stakeholder expectations, patient needs, and contractual obligations.
• Builds alignment across partners by balancing service quality, operational feasibility, and business requirements.

Upward Health is proud to be an equal opportunity employer. We are committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position.