Clinical Operations Lead
7 days ago
New York
Job DescriptionAbout Baba Baba is rebuilding healthcare for older adults. Navigating healthcare can be overwhelming. By 2030, over 65 million older adults will make up nearly a quarter of the U.S. population, creating one of the largest and most urgent challenges in healthcare. Baba makes it easier by pairing older adults with an expert advocate (usually a nurse or social worker) who coordinates their care. Baba's insurance-covered advocates have supported thousands of families by writing insurance appeals, researching specialists, getting medical equipment and cheaper medications, and scheduling appointments. Baba's investors include General Catalyst, Genius Ventures, Soma Capital, and Ground Up Ventures, along with angel investors who were founders or executives of leading companies. More than 50% of the Baba team are former founders, with backgrounds from MIT, Carnegie Mellon, Stripe, Palantir, and Liquid AI. The Role We're looking for a Clinical Operations leader to build and run the engine that powers Baba's care delivery, the people, processes, and systems that turn a patient into consistent, high-quality advocacy, and follow through on the KPIs for positive, high NPS outcomes. Today, Baba's advocate team is growing fast. We need someone who has actually built and managed a clinical workforce at scale, hiring, training, supervising, and holding accountable a distributed team of community health workers, social workers, nurses, and care coordinators. Someone who understands what it takes to deliver measurable outcomes for complex elderly patients. This is not a "strategy and decks" role. You'll be in the weeds, building scheduling and assignment systems, designing QA processes for clinical documentation, establishing supervision structures between advocates and physicians, and creating the operational playbook that lets us 10x the team without quality falling apart. You’ll also be instrumental in new product and service offerings to create a scalable platform. You'll work closely with our product, engineering, and growth teams to shape how Baba scales. What You'll Do * Build the clinical workforce machine. Own recruiting pipelines, onboarding, training curricula, and competency assessments for healthcare advocates. Design tiered staffing models (CHWs, social workers, RNs) matched to patient acuity and service requirements. * Create systems for quality and compliance. Build audit-ready QA processes, chart reviews, peer supervision, and corrective action workflows. * Design and manage the advocate-physician supervision model. Define escalation pathways, clinical oversight cadence, and co-signature workflows that satisfy Medicare requirements without creating physician bottlenecks. * Operationalize patient panels and caseload management. Build assignment logic, capacity planning, and workload balancing across a distributed remote team. Define what "right-sized" caseloads look like for different advocate tiers and patient complexity levels. * Own clinical outcomes and operational KPIs. Track and improve engagement rates, documentation completion, billing capture rates, patient satisfaction, and downstream outcomes (readmission reduction, care plan adherence). Build dashboards and reporting cadences that surface problems before they compound. * Partner with product and engineering. Shape EHR workflows, AI tools, and care coordination features based on frontline clinical reality. Translate operational pain points into product requirements. Pressure-test new features with the team before rollout. * Expand clinical programs. Support the launch of adjacent services. Define clinical protocols, staffing models, and supervision structures for each new line. What You Bring * 7+ years in clinical operations, care management, or social work leadership within a health system, managed care organization, or post-acute provider. You've personally built and managed a team of 20+ clinical staff (social workers, care managers, CHWs, nurses). * Experience with care transitions and post-acute populations. You've worked at the intersection of hospitals, SNFs, home health, and community-based services. You know the discharge planning ecosystem and its failure modes intimately. * Operational builder, not just operator. You've created clinical programs, training curricula, QA systems, or workforce models from scratch, not just managed inherited ones. You're comfortable with ambiguity and can design v1 systems that work today while scaling tomorrow. * Comfort with technology and data. You work fluently with EHRs and care management platforms. You can define metrics, read dashboards, and use data to drive decisions. You don't need to code, but you need to think in systems. * Clinical licensure or credential (LCSW, RN, LMSW, or equivalent) preferred. What matters more is that you can credibly lead, train, and evaluate clinicians. Nice to Have * Experience at a healthcare startup or high-growth environment where you built clinical operations from early stage. * Background in social work leadership within a large health system (managing social work and case management departments across multiple sites). * Exposure to value-based care contracts and outcomes-based reporting. * MSW, MPH, MBA, or equivalent advanced degree. Compensation & Benefits * Competitive base salary + equity * Health, dental, and vision insurance * Unlimited PTO * Work in our beautiful SoHo, NYC office * The opportunity to define how consumer healthcare works for millions of families