Manager, Community Operations
The Manager, Community Operations is responsible for the operation of firsthand’s market-level community-based staff, ensuring consistent, scalable, person-centric approaches by the community teams across the market. The Manager, Community Operations ensures firsthand’s teams are effective in outreach, trust-building, engagement, benefits navigation, and clinical review for engaged individuals. This is a supervisory role with direct responsibility for hiring and oversight of team performance.

The Manager, Community Operations must be able to work in the community, meeting individuals where they are, and be comfortable working in non-traditional settings and unstructured environments. Experience supervising peer recovery specialists and/or community behavioral health staff is preferred.

Job Specifics
As Manager, Community Operations, you will:

• Lead, motivate, and inspire community teams of peers, social workers, and clinicians deeply dedicated to firsthand’s mission
• Be accountable for the success of the Community Team and engage in the coordination activities of community-based team members - Includes direct supervision of community team members
• Ensure the seamless execution of firsthand’s operational and strategic plans, including adapting practices as the business evolves
• Work with Senior Director, Operations) to expand firsthand’s local community presence and referral network with best-in-class CMHCs, FQHCs, health systems, and other local care providers
• Support the management of individual and team performance to OKRs, effectively coaching community-based staff
• Communicate key information, progress, and pain points to both internal staff and external partners
• Lead recruitment of community-based staff in collaboration with the People team
• Collaborate with the People Team and Learning and Development team to manage the development, coaching, training, and performance of community-based staff
• Collaborate across multidisciplinary teams, including clinicians, operations, and support staff, to drive integrated care and improve service delivery.

You will be a good fit if you have:

• Exceptional interpersonal and communication skills, especially in working collaboratively with community-based staff and local providers
• Excellent organizational, project management, and problem-solving skills, with a team-focused and continuous improvement orientation
• Strong management and supervisory skills, including organizing and leading initiatives
• Ability to be flexible and adaptable to changing strategies and needs for firsthand, its staff, and its members
• Openness in sharing best practices and challenges with operational leadership team
• Direct community experience working with individuals living with SMI
• Proficiency with Google Office suite, Slack, and Client Relationship Management (CRM) programs

The experience you bring to this role includes:
Required:

• Minimum five years' experience in a healthcare-focused business (preferably leading community-based teams)
• Minimum of three years of direct supervisory experience (managing certified peer recovery specialists or similar staff with lived experience) - making hiring decisions,
  managing team member performance, etc.
• Experience working in a multidisciplinary setting, leveraging diverse expertise to provide holistic care
• Experience in an early-stage startup is strongly preferred 
• Ability to operate a vehicle, including a driver’s license that is active and in good standing; must be eligible to drive under Company insurance policy

The Executive Director (ED) is a high-impact, mission-driven General Manager responsible for driving the P&L, operational, and clinical performance of the firsthand model across their state. The ED fosters a culture of firsthand Values-driven innovation, collaboration, and deep community engagement to achieve the firsthand mission of delivering life-changing outcomes to individuals with serious mental and physical illness. The ED is tasked with the management and strategic execution of the entire business unit, overseeing the integration and success of our care team and clinical practice. This includes both community outreach and clinical care delivery teams – ensuring a consistent, scalable, individual-centered approach to care is embraced by all. The ED will ensure firsthand’s teams are effective in their outreach, trust-building, engagement, benefits navigation, and activation of the entire fH care model, as well as its clinical and financial outcomes long term. Furthermore, the ED will lead the expansion of care model operations across the state and in doing so ensure best practices are adopted and implemented across all teams. 

Job Specifics

As ED, you will:

• Serve as the General Manager and own the complete Profit and Loss (P&L) for the entire state. This includes full accountability for medical cost management, revenue optimization, opex management – and broadly driving profitability.
• Report directly to the COO and partner meaningfully with the VP Care Model Performance, Senior Director of Central Clinical Programs, and other EDs to lead, motivate, and inspire community and care model teams deeply dedicated to firsthand’s mission.
• Consistently exceed a rigorous set of high-value care model process (i.e. fidelity to core model activities)and value outcomes (e.g: utilization, HEDIS metrics), individual engagement and activation goals, and financial targets (e.g: medical cost, revenue, membership growth).
• Provide decisive leadership and supervision across all integrated state-level functions, overseeing both Clinical Managers (CMs) and Managers of Community Operations (MCOs). 
• Lead, mentor, and actively develop all market leadership and care team members, fostering a culture of continuous improvement, high accountability, and mission-driven work to ensure long-term team engagement and operational excellence.
• Galvanize and foster a high-performing, inclusive, and supportive employee culture, driven by and visibly embodying the firsthand values
• Manage, analyze, and optimize the state key performance indicators (KPIs), effectively coaching market leadership and care teams to exceed financial, clinical, and operational targets. 
• Ensure the seamless execution of firsthand’s operational and strategic plans, including adapting practices as the business evolves.
• Build key state-level relationships with local healthcare providers, community partners, and health plan clients to drive engagement and improve outcomes.
• Lead the successful execution and launch of new firsthand clinic locations within the state, including the recruitment of community-based and care model staff in collaboration with the People team.

The experience you bring to this role includes:

• Significant experience (7-10+ years) in healthcare leadership roles, preferably in a high-growth, high-complexity operational environment leading integrated community-based and clinical teams.
• Experience leading in a clinical-operational dyad model
• Proven track record of owning and successfully managing a large P&L and delivering results in a value-based care or capitated environment.
• Deep understanding of the healthcare landscape, particularly value-based care, Medicaid, and the behavioral health ecosystem (SMI/SUD).
• Exceptional leadership presence, executive communication skills, and the ability to inspire and manage large, cross-functional teams including market leaders and clinicians.
• Ability to travel regularly across the state to visit communities and meet with partners; proficiency in communicating a “win-win” value proposition to external partners.
• A passion for serving and direct community and care team experience working with individuals living with SMI.
• Preferred experience in an early-stage or growth company with the ability to be flexible and adaptable to changing strategies.

The Executive Director (ED) is a high-impact, mission-driven General Manager responsible for driving the P&L, operational, and clinical performance of the firsthand model across their state. The ED fosters a culture of firsthand Values-driven innovation, collaboration, and deep community engagement to achieve the firsthand mission of delivering life-changing outcomes to individuals with serious mental and physical illness. The ED is tasked with the management and strategic execution of the entire business unit, overseeing the integration and success of our care team and clinical practice. This includes both community outreach and clinical care delivery teams – ensuring a consistent, scalable, individual-centered approach to care is embraced by all. The ED will ensure firsthand’s teams are effective in their outreach, trust-building, engagement, benefits navigation, and activation of the entire fH care model, as well as its clinical and financial outcomes long term. Furthermore, the ED will lead the expansion of care model operations across the state and in doing so ensure best practices are adopted and implemented across all teams. 

Job Specifics

As ED, you will:

• Serve as the General Manager and own the complete Profit and Loss (P&L) for the entire state. This includes full accountability for medical cost management, revenue optimization, opex management – and broadly driving profitability.
• Report directly to the COO and partner meaningfully with the VP Care Model Performance, Senior Director of Central Clinical Programs, and other EDs to lead, motivate, and inspire community and care model teams deeply dedicated to firsthand’s mission.
• Consistently exceed a rigorous set of high-value care model process (i.e. fidelity to core model activities)and value outcomes (e.g: utilization, HEDIS metrics), individual engagement and activation goals, and financial targets (e.g: medical cost, revenue, membership growth).
• Provide decisive leadership and supervision across all integrated state-level functions, overseeing both Clinical Managers (CMs) and Managers of Community Operations (MCOs). 
• Lead, mentor, and actively develop all market leadership and care team members, fostering a culture of continuous improvement, high accountability, and mission-driven work to ensure long-term team engagement and operational excellence.
• Galvanize and foster a high-performing, inclusive, and supportive employee culture, driven by and visibly embodying the firsthand values
• Manage, analyze, and optimize the state key performance indicators (KPIs), effectively coaching market leadership and care teams to exceed financial, clinical, and operational targets. 
• Ensure the seamless execution of firsthand’s operational and strategic plans, including adapting practices as the business evolves.
• Build key state-level relationships with local healthcare providers, community partners, and health plan clients to drive engagement and improve outcomes.
• Lead the successful execution and launch of new firsthand clinic locations within the state, including the recruitment of community-based and care model staff in collaboration with the People team.

The experience you bring to this role includes:

• Significant experience (7-10+ years) in healthcare leadership roles, preferably in a high-growth, high-complexity operational environment leading integrated community-based and clinical teams.
• Experience leading in a clinical-operational dyad model
• Proven track record of owning and successfully managing a large P&L and delivering results in a value-based care or capitated environment.
• Deep understanding of the healthcare landscape, particularly value-based care, Medicaid, and the behavioral health ecosystem (SMI/SUD).
• Exceptional leadership presence, executive communication skills, and the ability to inspire and manage large, cross-functional teams including market leaders and clinicians.
• Ability to travel regularly across the state to visit communities and meet with partners; proficiency in communicating a “win-win” value proposition to external partners.
• A passion for serving and direct community and care team experience working with individuals living with SMI.
• Preferred experience in an early-stage or growth company with the ability to be flexible and adaptable to changing strategies.

The Executive Director (ED) is a high-impact, mission-driven General Manager responsible for driving the P&L, operational, and clinical performance of the firsthand model across their state. The ED fosters a culture of firsthand Values-driven innovation, collaboration, and deep community engagement to achieve the firsthand mission of delivering life-changing outcomes to individuals with serious mental and physical illness. The ED is tasked with the management and strategic execution of the entire business unit, overseeing the integration and success of our care team and clinical practice. This includes both community outreach and clinical care delivery teams – ensuring a consistent, scalable, individual-centered approach to care is embraced by all. The ED will ensure firsthand’s teams are effective in their outreach, trust-building, engagement, benefits navigation, and activation of the entire fH care model, as well as its clinical and financial outcomes long term. Furthermore, the ED will lead the expansion of care model operations across the state and in doing so ensure best practices are adopted and implemented across all teams. 

Job Specifics

As ED, you will:

• Serve as the General Manager and own the complete Profit and Loss (P&L) for the entire state. This includes full accountability for medical cost management, revenue optimization, opex management – and broadly driving profitability.
• Report directly to the COO and partner meaningfully with the VP Care Model Performance, Senior Director of Central Clinical Programs, and other EDs to lead, motivate, and inspire community and care model teams deeply dedicated to firsthand’s mission.
• Consistently exceed a rigorous set of high-value care model process (i.e. fidelity to core model activities)and value outcomes (e.g: utilization, HEDIS metrics), individual engagement and activation goals, and financial targets (e.g: medical cost, revenue, membership growth).
• Provide decisive leadership and supervision across all integrated state-level functions, overseeing both Clinical Managers (CMs) and Managers of Community Operations (MCOs). 
• Lead, mentor, and actively develop all market leadership and care team members, fostering a culture of continuous improvement, high accountability, and mission-driven work to ensure long-term team engagement and operational excellence.
• Galvanize and foster a high-performing, inclusive, and supportive employee culture, driven by and visibly embodying the firsthand values
• Manage, analyze, and optimize the state key performance indicators (KPIs), effectively coaching market leadership and care teams to exceed financial, clinical, and operational targets. 
• Ensure the seamless execution of firsthand’s operational and strategic plans, including adapting practices as the business evolves.
• Build key state-level relationships with local healthcare providers, community partners, and health plan clients to drive engagement and improve outcomes.
• Lead the successful execution and launch of new firsthand clinic locations within the state, including the recruitment of community-based and care model staff in collaboration with the People team.

The experience you bring to this role includes:

• Significant experience (7-10+ years) in healthcare leadership roles, preferably in a high-growth, high-complexity operational environment leading integrated community-based and clinical teams.
• Experience leading in a clinical-operational dyad model
• Proven track record of owning and successfully managing a large P&L and delivering results in a value-based care or capitated environment.
• Deep understanding of the healthcare landscape, particularly value-based care, Medicaid, and the behavioral health ecosystem (SMI/SUD).
• Exceptional leadership presence, executive communication skills, and the ability to inspire and manage large, cross-functional teams including market leaders and clinicians.
• Ability to travel regularly across the state to visit communities and meet with partners; proficiency in communicating a “win-win” value proposition to external partners.
• A passion for serving and direct community and care team experience working with individuals living with SMI.
• Preferred experience in an early-stage or growth company with the ability to be flexible and adaptable to changing strategies.

The Executive Director (ED) is a high-impact, mission-driven General Manager responsible for driving the P&L, operational, and clinical performance of the firsthand model across their state. The ED fosters a culture of firsthand Values-driven innovation, collaboration, and deep community engagement to achieve the firsthand mission of delivering life-changing outcomes to individuals with serious mental and physical illness. The ED is tasked with the management and strategic execution of the entire business unit, overseeing the integration and success of our care team and clinical practice. This includes both community outreach and clinical care delivery teams – ensuring a consistent, scalable, individual-centered approach to care is embraced by all. The ED will ensure firsthand’s teams are effective in their outreach, trust-building, engagement, benefits navigation, and activation of the entire fH care model, as well as its clinical and financial outcomes long term. Furthermore, the ED will lead the expansion of care model operations across the state and in doing so ensure best practices are adopted and implemented across all teams. 

Job Specifics

As ED, you will:

• Serve as the General Manager and own the complete Profit and Loss (P&L) for the entire state. This includes full accountability for medical cost management, revenue optimization, opex management – and broadly driving profitability.
• Report directly to the COO and partner meaningfully with the VP Care Model Performance, Senior Director of Central Clinical Programs, and other EDs to lead, motivate, and inspire community and care model teams deeply dedicated to firsthand’s mission.
• Consistently exceed a rigorous set of high-value care model process (i.e. fidelity to core model activities)and value outcomes (e.g: utilization, HEDIS metrics), individual engagement and activation goals, and financial targets (e.g: medical cost, revenue, membership growth).
• Provide decisive leadership and supervision across all integrated state-level functions, overseeing both Clinical Managers (CMs) and Managers of Community Operations (MCOs). 
• Lead, mentor, and actively develop all market leadership and care team members, fostering a culture of continuous improvement, high accountability, and mission-driven work to ensure long-term team engagement and operational excellence.
• Galvanize and foster a high-performing, inclusive, and supportive employee culture, driven by and visibly embodying the firsthand values
• Manage, analyze, and optimize the state key performance indicators (KPIs), effectively coaching market leadership and care teams to exceed financial, clinical, and operational targets. 
• Ensure the seamless execution of firsthand’s operational and strategic plans, including adapting practices as the business evolves.
• Build key state-level relationships with local healthcare providers, community partners, and health plan clients to drive engagement and improve outcomes.
• Lead the successful execution and launch of new firsthand clinic locations within the state, including the recruitment of community-based and care model staff in collaboration with the People team.

The experience you bring to this role includes:

• Significant experience (7-10+ years) in healthcare leadership roles, preferably in a high-growth, high-complexity operational environment leading integrated community-based and clinical teams.
• Experience leading in a clinical-operational dyad model
• Proven track record of owning and successfully managing a large P&L and delivering results in a value-based care or capitated environment.
• Deep understanding of the healthcare landscape, particularly value-based care, Medicaid, and the behavioral health ecosystem (SMI/SUD).
• Exceptional leadership presence, executive communication skills, and the ability to inspire and manage large, cross-functional teams including market leaders and clinicians.
• Ability to travel regularly across the state to visit communities and meet with partners; proficiency in communicating a “win-win” value proposition to external partners.
• A passion for serving and direct community and care team experience working with individuals living with SMI.
• Preferred experience in an early-stage or growth company with the ability to be flexible and adaptable to changing strategies.

The Executive Director (ED) is a high-impact, mission-driven General Manager responsible for driving the P&L, operational, and clinical performance of the firsthand model across their state. The ED fosters a culture of firsthand Values-driven innovation, collaboration, and deep community engagement to achieve the firsthand mission of delivering life-changing outcomes to individuals with serious mental and physical illness. The ED is tasked with the management and strategic execution of the entire business unit, overseeing the integration and success of our care team and clinical practice. This includes both community outreach and clinical care delivery teams – ensuring a consistent, scalable, individual-centered approach to care is embraced by all. The ED will ensure firsthand’s teams are effective in their outreach, trust-building, engagement, benefits navigation, and activation of the entire fH care model, as well as its clinical and financial outcomes long term. Furthermore, the ED will lead the expansion of care model operations across the state and in doing so ensure best practices are adopted and implemented across all teams. 

Job Specifics

As ED, you will:

• Serve as the General Manager and own the complete Profit and Loss (P&L) for the entire state. This includes full accountability for medical cost management, revenue optimization, opex management – and broadly driving profitability.
• Report directly to the COO and partner meaningfully with the VP Care Model Performance, Senior Director of Central Clinical Programs, and other EDs to lead, motivate, and inspire community and care model teams deeply dedicated to firsthand’s mission.
• Consistently exceed a rigorous set of high-value care model process (i.e. fidelity to core model activities)and value outcomes (e.g: utilization, HEDIS metrics), individual engagement and activation goals, and financial targets (e.g: medical cost, revenue, membership growth).
• Provide decisive leadership and supervision across all integrated state-level functions, overseeing both Clinical Managers (CMs) and Managers of Community Operations (MCOs). 
• Lead, mentor, and actively develop all market leadership and care team members, fostering a culture of continuous improvement, high accountability, and mission-driven work to ensure long-term team engagement and operational excellence.
• Galvanize and foster a high-performing, inclusive, and supportive employee culture, driven by and visibly embodying the firsthand values
• Manage, analyze, and optimize the state key performance indicators (KPIs), effectively coaching market leadership and care teams to exceed financial, clinical, and operational targets. 
• Ensure the seamless execution of firsthand’s operational and strategic plans, including adapting practices as the business evolves.
• Build key state-level relationships with local healthcare providers, community partners, and health plan clients to drive engagement and improve outcomes.
• Lead the successful execution and launch of new firsthand clinic locations within the state, including the recruitment of community-based and care model staff in collaboration with the People team.

The experience you bring to this role includes:

• Significant experience (7-10+ years) in healthcare leadership roles, preferably in a high-growth, high-complexity operational environment leading integrated community-based and clinical teams.
• Experience leading in a clinical-operational dyad model
• Proven track record of owning and successfully managing a large P&L and delivering results in a value-based care or capitated environment.
• Deep understanding of the healthcare landscape, particularly value-based care, Medicaid, and the behavioral health ecosystem (SMI/SUD).
• Exceptional leadership presence, executive communication skills, and the ability to inspire and manage large, cross-functional teams including market leaders and clinicians.
• Ability to travel regularly across the state to visit communities and meet with partners; proficiency in communicating a “win-win” value proposition to external partners.
• A passion for serving and direct community and care team experience working with individuals living with SMI.
• Preferred experience in an early-stage or growth company with the ability to be flexible and adaptable to changing strategies.

The Executive Director (ED) is a high-impact, mission-driven General Manager responsible for driving the P&L, operational, and clinical performance of the firsthand model across their state. The ED fosters a culture of firsthand Values-driven innovation, collaboration, and deep community engagement to achieve the firsthand mission of delivering life-changing outcomes to individuals with serious mental and physical illness. The ED is tasked with the management and strategic execution of the entire business unit, overseeing the integration and success of our care team and clinical practice. This includes both community outreach and clinical care delivery teams – ensuring a consistent, scalable, individual-centered approach to care is embraced by all. The ED will ensure firsthand’s teams are effective in their outreach, trust-building, engagement, benefits navigation, and activation of the entire fH care model, as well as its clinical and financial outcomes long term. Furthermore, the ED will lead the expansion of care model operations across the state and in doing so ensure best practices are adopted and implemented across all teams. 

Job Specifics

As ED, you will:

• Serve as the General Manager and own the complete Profit and Loss (P&L) for the entire state. This includes full accountability for medical cost management, revenue optimization, opex management – and broadly driving profitability.
• Report directly to the COO and partner meaningfully with the VP Care Model Performance, Senior Director of Central Clinical Programs, and other EDs to lead, motivate, and inspire community and care model teams deeply dedicated to firsthand’s mission.
• Consistently exceed a rigorous set of high-value care model process (i.e. fidelity to core model activities)and value outcomes (e.g: utilization, HEDIS metrics), individual engagement and activation goals, and financial targets (e.g: medical cost, revenue, membership growth).
• Provide decisive leadership and supervision across all integrated state-level functions, overseeing both Clinical Managers (CMs) and Managers of Community Operations (MCOs). 
• Lead, mentor, and actively develop all market leadership and care team members, fostering a culture of continuous improvement, high accountability, and mission-driven work to ensure long-term team engagement and operational excellence.
• Galvanize and foster a high-performing, inclusive, and supportive employee culture, driven by and visibly embodying the firsthand values
• Manage, analyze, and optimize the state key performance indicators (KPIs), effectively coaching market leadership and care teams to exceed financial, clinical, and operational targets. 
• Ensure the seamless execution of firsthand’s operational and strategic plans, including adapting practices as the business evolves.
• Build key state-level relationships with local healthcare providers, community partners, and health plan clients to drive engagement and improve outcomes.
• Lead the successful execution and launch of new firsthand clinic locations within the state, including the recruitment of community-based and care model staff in collaboration with the People team.

The experience you bring to this role includes:

• Significant experience (7-10+ years) in healthcare leadership roles, preferably in a high-growth, high-complexity operational environment leading integrated community-based and clinical teams.
• Experience leading in a clinical-operational dyad model
• Proven track record of owning and successfully managing a large P&L and delivering results in a value-based care or capitated environment.
• Deep understanding of the healthcare landscape, particularly value-based care, Medicaid, and the behavioral health ecosystem (SMI/SUD).
• Exceptional leadership presence, executive communication skills, and the ability to inspire and manage large, cross-functional teams including market leaders and clinicians.
• Ability to travel regularly across the state to visit communities and meet with partners; proficiency in communicating a “win-win” value proposition to external partners.
• A passion for serving and direct community and care team experience working with individuals living with SMI.
• Preferred experience in an early-stage or growth company with the ability to be flexible and adaptable to changing strategies.

Who We Are

firsthand is changing the way individuals living with Serious Mental Illness (SMI) get care. We are focusing on delivering real outcomes for a cohort that has historically been underserved, stigmatized, and deprioritized. By building a service focused on whole-person care, firsthand aims to find, establish a trusting relationship with, and support quality care for individuals living with complex experiences of SMI. firsthand’s high-touch model will dramatically improve the health and outcomes of its engaged individuals, driving down the utilization of high-cost care while also helping individuals enroll in eligible federal, state, and municipal benefits. Most importantly, our goal is to be the trusted guide, partner, and first call for individuals we serve, guiding them to a life of stability and independence.

In doing so, we will not only improve lives, but also improve the economics for managed care plans and states responsible for providing care to this community. This enables us to build solutions that scale and, as a result, change the way our society supports those most impacted by serious mental illness.

We are building a team of deeply passionate problem-solvers who are courageous enough to take on one of the country’s most challenging healthcare problems. Those who are up for the task will be rewarded with deeply mission-oriented workdays, mentorship from a similarly motivated team, and a voice at the table in the earliest stages of business building.

Position Overview

The Vice President, Central Operations is a high-impact, mission driven leader responsible for the design, implementation, and operational and clinical performance of the firsthand care model across our centralized services. The role will be a significant contributor to designing, implementing and leading our central care teams, which includes multiple service lines serving all of our markets across the country. 

Specifically, this leader will lead all shared services today – with significant room to change and evolve as firsthand grows and evolves. To start, this will include our Support Operations (billing, coding, benefits support, medical records, and clinical documentation integrity), our Central Operations (which includes our virtual outreach and engagement teams), while also leading the design, development and execution of multiple new national service lines, such as 24/7 triage, centralized consult services, and more. 

Job Specifics

As VP, Central Operations, your responsibilities will include: 

• Lead the strategy, performance and execution of all centralized operational functions to enable our care model performance, as well as our multi-market expansion
• Establish KPIs, dashboards, and performance framework to drive strong processes with operational visibility across the company and our community operations 
• Design multiple new processes that will launch at a national scale across engagement and care model; will lead the process through from design/ideation to implementation to ongoing execution and oversight 
• Lead the operational strategy and execution of multiple value drivers across our business (such as benefits support & accurate clinical documentation), as well as as HEDIs and total cost of care interventions 
• Report directly to the COO and partner with a clinical dyad partner (Sr. Director of Central Clinical Programs), while meaningfully collaborating with community operators and support teams across the org 
• Lead, mentor and actively develop leaders across the central operations team, as well as acting as an informal leader and partner to leaders in community operations 
• Galvanize and foster a high-performing, inclusive, and supportive employee culture, driven by and visibly embodying the firsthand values

The experience you bring to this role includes:

• Significant experience (7-10+ years) in healthcare leadership roles, preferably in a high-growth, high-complexity organization with rapid scale
• Deep understanding of value based economics and operations to ensure our centralized processes deliver value across multiple risk-bearing contracts 
• Experience leading in a clinical-operational dyad model
• Proven track record designing and scaling new clinical and operational processes, preferably in a start-up environment 
• Deep understanding of value-based care, Medicaid, and the behavioral health ecosystem (SMI/SUD)
• Exceptional leadership presence, executive communication skills, and the ability to inspire and manage large, cross-functional teams
• A passion for serving individuals living with SMI

Who We Are

firsthand is changing the way individuals living with Serious Mental Illness (SMI) get care. We deliver real outcomes for individuals who have historically been underserved, stigmatized, and deprioritized. By building a service focused on whole-person care, firsthand finds, establishes a trusting relationship with, and supports quality care for individuals living with SMI. firsthand’s high-touch model dramatically improves the health and outcomes of engaged individuals, driving down the utilization of high-cost care while also helping individuals enroll in eligible federal, state, and municipal benefits. As a  trusted guide, partner, and first call for individuals we serve, our goal is to guide them to a life of stability and independence.

In doing so, we will not only improve lives, but also improve the economics for managed care plans and states responsible for providing care to this community. This enables us to build solutions that scale and, as a result, change the way our society supports those most impacted by serious mental illness.

We are building a team of passionate problem-solvers with the courage to take on one of the country’s most challenging healthcare problems. Those who are up for the task will be rewarded with deeply mission-oriented workdays, mentorship from a similarly motivated team, and a voice at the table in the earliest stages of business building.

Medical Director - Georgia

This is a part-time role, working between eight to ten hours each week. The Medical Director will be responsible for providing clinical supervision to up to 6-8 APRNs across multiple sites in Atlanta area of GA, reviewing quality of care, and representing firsthand in referral and care coordination with healthcare providers, including health systems, FQHCs, CMHCs, and primary care providers.

In each of firsthand’s Georgia teams in the greater Atlanta area - a Health Guide (licensed Nurse Practitioner (APRN) leads the medical aspects of team-based care for individuals that firsthand serves. The Health Guide (APRN) is responsible for whole person assessment and management of our vulnerable population, collaborating closely with external primary care and behavioral health providers, as well as an internal team of firsthand Guides (peers).

The Medical Director is in collaborative practice and provides clinical supervision with up to 6 HGs (APRNs) greater Atlanta area. The Health Guides (APRNs) will also be in collaborative practice and receive clinical supervision with the CMO of first-hand, a board-certified psychiatrist. The HG is responsible for whole person assessment and management of our vulnerable population, collaborating closely with external primary care and behavioral health providers, as well as an internal team of firsthand Guides (peers) and Community Resources Guides (social workers). 

The Medical Director will work closely with the CMO and VP Care Model Performance to monitor and improve the quality of care provided by health guides. The Medical Director will also reach out to healthcare providers in hospital and community practices to build partnerships to sustain referral and care coordination of patients cared for by the health guides.

The Medical Director collaborates closely with the CCO, who is responsible for developing and maintaining work processes and data analytics to support health guide care delivery and quality

Job Specifics

As Medical Director of Georgia you will:

• Be based in greater Atlanta area, and visit  each of the supervised clinical sites at least twice a year each. 
• Review at least 10% charts per Health Guide (APRN) annually to determine that their care is within the accepted standard of community practice and 100% of charts with adverse events.
• Additional chart review for the purposes of quality improvement
• Provide supervision for prescriptive authority for up to the 6-8 Health Guides (APRNs) assigned. 
• Meeting virtual or in person 1 to 1 with individual Health Guides (APRNs)  approximately every 2 to 4 weeks
•  Consultation as needed, same day if needed.
• Communicating and coordinating with the community team directors and team leads regarding health guide services and teamwork
• Develop and maintain partnerships with hospitals and outpatient care providers to support outreach to find unengaged patients, referral, coordination of care and disease management and collaboration with firsthand Health Guides (APRNs) and community teams.
• Work closely with firsthand's corporate clinical team to develop and improve care delivery and clinical quality improvement processes and outcomes

You will be a good fit if you have:

• Excellent clinical acumen in outpatient chronic disease and mental health care
• Empathy, compassion, and approachability 
• Excellent listening, communication, and interpersonal skills
• Desire to help people in need and support their path to wellness
• Comfort working as part of a multidisciplinary team, and enjoy mixed roles and duties
• Comfort working in collaborative practice both formally with nurse practitioners and informally with a broad range of medical colleagues
• Cultural humility, knowledge of trauma informed care, and social determinants of health
• Desire to perform data driven care
• Desire to implement and deliver care that is integrated across chronic medical conditions, behavioral health conditions, inpatient settings, and outpatient settings
• Intermediate computer skills, familiarity with MS Office or Google Workspace
• Ability to adapt rapidly to variations in team culture and process
• Ability to rapidly develop new professional working relationships with colleagues and patients
• Flexibility, and the willingness/ability to travel on a regular basis

The experience you bring to this role includes:

• Board certified MD or DO in Internal Medicine or Family Practice or Psychiatry5+ years clinical care in a primary care setting
• Working with and managing a population with challenges such as behavioral health and/or SUD conditions
• Developing and delivering educational programs to nurses and affiliated medical staff
• Care management and coordination

firsthand Benefits

firsthand is building a workplace and culture that cares deeply for our team and our communities. Our benefit design is in line with our values of compassion and empathy:

• A range of healthcare benefits offerings for yourself and/or your family
• 401(k) with employer matching program
• Competitive and flexible paid time off policies
• Choice of Mac or PC for laptop or tablet as needed
• Additional benefits and perks as detailed in JustWorks