Manager, Telemedicine Operations

The Opportunity

This role leads Carrot's telemedicine nursing team and runs the day-to-day operations of our telemedicine clinic. You will directly manage a team of registered nurses, owning hiring, onboarding, coaching, performance management, and professional development, and you will be accountable for the team's coverage, workload, and day-to-day success. This is a working manager role, not a purely supervisory one.

Alongside managing the team, you will own clinical operations inside the EMR, provider schedule coordination, workflow management, quality processes, provider-facing documentation, and the reporting that gives leadership visibility into how the clinic is running. The role sits at the intersection of healthcare operations and clinical practice, working closely with clinical staff and translating operational needs into clinically sound practice as the telemedicine service scales.

What You'll Own

In this role, you will

• Directly manage a team of registered nurses and other clinical staff, including hiring, onboarding, coaching, performance management, and professional development, with regular 1:1s and clear expectations.
• Own scheduling, coverage, and workflow management for the telemedicine clinic, resolving bottlenecks that affect the patient or provider experience.
• Serve as the operational owner of Carrot's EMR, including configuration and upkeep of clinical content (programs, clinical forms, and related settings) in partnership with clinical leadership.
• Own the clinical operations queues and surrounding workflows, including chat operations, coverage assignment, labs, and faxing, with timely follow-through and defined escalation paths.
• Manage the relationship with Carrot's external provider staffing vendor: coverage forecasting, provider scheduling, onboarding logistics, and accountability to coverage, documentation, and responsiveness expectations.
• Serve as the operational point person for the telemedicine platform and related clinical tools, coordinating with IT and Product on issues, enhancements, and day-to-day vendor management.
• Support the development, organization, and version control of clinical protocols, SOPs, and policies, and own the provider Playbook and job aids.
• Support quality assurance for the program, including monitoring, chart and documentation review, follow-up on quality concerns, and tracking of quality metrics.
• Track and report on operational KPIs such as visit volume, wait times, no-show rates, and SLA compliance, giving leadership regular visibility into operational health and emerging trends.

What Success Looks Like

In your first 12–18 months, you will have

• Built and retained a fully staffed, high-performing nursing team with a clear coverage model and consistent performance management in place.
• Established reliable day-to-day clinic operations, with scheduling, queues, and escalation paths running smoothly and predictably.
• Taken full operational ownership of the EMR, with clinical content current, version-controlled, and trusted by clinical and provider staff.
• Stood up a regular KPI reporting cadence covering visit volume, wait times, no-show rates, and SLA compliance.
• Brought the provider staffing vendor to consistent accountability on coverage, documentation, and responsiveness.
• Matured quality assurance processes, including chart review, follow-up, and quality metric tracking, to support the program as it scales.

About You

You likely have

• An active, unrestricted RN license and a bachelor's degree.
• 2+ years managing registered nurses or other healthcare professionals, including hiring and performance management.
• 2+ years of hands-on experience in healthcare or clinical operations, including scheduling and workflow management.
• Hands-on experience working in and configuring an EMR/EHR, along with direct experience in telemedicine or virtual care operations.
• Experience supporting or maintaining clinical protocols, standard operating procedures, and/or clinical policies.
• Comfort working closely with clinicians and translating operational needs into clinically appropriate practice.
• The ability to manage multiple clinical, operational, and administrative workstreams at once without losing track of details.
• Strong documentation and organizational skills, and the ability to quickly learn new systems and tools.

Nice to Have

While not required, we would be especially excited if you bring

• A multi-state or compact RN license, or willingness to obtain licensure in additional states.
• Experience managing external staffing vendors or agency/contract provider networks.
• Experience in reproductive and/or hormonal health (fertility, pregnancy, menopause, low testosterone, gender-affirming care).
• Experience building or supporting quality assurance programs in a clinical setting.
• Comfort operating in a high-growth, ambiguous environment with a bias toward building scalable, reusable processes.

Why This Role Matters

Carrot's telemedicine clinic is one of the most direct ways members experience our care. The quality of that experience depends on a nursing team that is well supported, schedules and queues that run on time, and clinical documentation that providers can trust. This role owns all of it.

As the telemedicine service scales, the operational foundation this person builds, from EMR configuration to vendor accountability to quality processes, will determine whether Carrot can grow the program without compromising member experience or clinical quality. It is a high-leverage seat at the center of healthcare operations and clinical practice.

Compensation

Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. The starting base salary for this position will range from $128,000-$140,000. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.