Strategic Operator, Provider and Patient Operations

About

Fay's mission is to make nutrition a foundational pillar of preventative care, improving outcomes, accessibility, and affordability at scale. We build AI-powered infrastructure to transform preventative healthcare. Fay is a three-sided marketplace connecting providers, patients, and payers to revolutionize preventative care delivery. Our b2b2c business-in-a-box solution empowers dietitians to deliver high-quality, affordable nutrition care, helps patients take control of their health, and enables payers to build healthier member populations. Nutrition is our starting point, not the finish line. The platform will expand into new areas of preventative health and wellness as we grow. We are backed by investors like General Catalyst, Forerunner, 1984, and Goldman Sachs.

About the Role

We seek a strategic operator to join Fay’s Provider and Patient Operations team to define standards for practicing on Fay, monitor care quality by our provider network, and build an outcomes measurement system demonstrating nutrition therapy's impact on disease prevention and treatment. This new function offers the opportunity to build a team from scratch in partnership with the broader Provider and Patients Operations team.

Responsibilities

• Create scope-of-practice guardrails defining provider practice on Fay
• Define clinical standards across multiple conditions using nutrition therapy
• Develop condition-specific care pathways and care plan recommendations
• Own documentation standards supporting insurance reimbursement and clinical quality
• Define provider performance framework and metrics
• Track and report network performance regularly to improve provider behavior and outcomes
• Establish policies and procedures for coaching providers not meeting clinical standards
• Implement documentation audit system and feedback loop monitoring care standards
• Partner with Payer Operations to develop condition-specific clinical outcomes measures
• Design collection methods for clinical outcomes from patients and providers
• Implement outcomes tracking visibility at condition and cohort levels for payer conversations
• Build clinical education and training programming including specialty training and CPE resources
• Develop clinical onboarding materials introducing providers to Fay’s standards and guardrails

Qualifications

• 10+ years operating experience in high-growth startup environments, preferably healthcare, with direct management experience
• 5+ years clinical operations experience in digital health, payer, or 1099 provider network settings
• Experience designing documentation standards, clinical audit programs, and quality governance infrastructure
• Strong analytical skills analyzing large and complex data sets
• Exceptional communication skills for clinical and operational audiences
• Outcomes orientation with ability to define key results, quality metrics, and execute
• Fluency in payer outcomes and quality frameworks
• Ability to partner with and influence cross-functional teams, especially Product

Compensation

$175,000 — $190,000 USD

Fay is an equal opportunity employer committed to diversity and inclusion.