Program Manager - Provider Ramp & Offboarding

If you are a current Duly/SBC/QMG employee, please apply through the Internal Career Site.

Program Manager - Provider Ramp & Growth

At Duly Health and Care, you are supported to do your best work and make a meaningful impact every day. You will be part of a collaborative, physician-led team that works as one and puts patients at the center of everything we do.
With a connected network of providers, care teams, and services across primary and specialty care, surgery centers, imaging, lab, and therapy, you are part of a system designed to deliver high-quality, coordinated care. Together, we create an environment where you can grow, contribute, and help improve the experience and outcomes for every patient we serve.
Benefits:
• Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance.
• Access to a mental health benefit at no cost.
• Employer provided life and disability insurance.
• $5,250 Tuition Reimbursement per year.
• Immediate 401(k) match.
• 40 hours paid volunteer time off.
• A culture committed to community engagement and social impact.
• Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.

KEY RESPONSIBILITES:

The Program Manager, Provider Ramp & Offboarding is a critical operational leader responsible for designing, launching, and continuously improving a holistic program that accelerates time-to-productivity for newly hired physicians and supports a holistic program for winding down existing physician practices when they depart Duly.  This individual acts as the connective tissue across all business functions related to ramping a new provider, ensuring that every team with a role in physician success is aligned, accountable, and delivering on a repeatable, scalable process to support provider engagement & productivity.

Success in this role means new providers reach target patient volumes within 12 months of start, leadership has clear, real-time visibility into performance at every stage of the ramp journey, and that Duly stays engaged with the patients of our departing physicians.

• Own an enterprise-wide Physician Ramp & Productivity Program that spans credentialing, scheduling, marketing, operations, onboarding, IT, etc.
• Define a standardized, repeatable ramp playbook for new providers that each business function can execute consistently.
• Develop automated workflows within the provider ramp and offboarding processes to notify key stakeholders of upcoming tasks, responsibilities, and next steps based on individualized checklists.
• Integrate newly acquired physician practices into the standardized provider onboarding and ramp program, accounting for established patient populations while maintaining consistent processes and accountability.
• Facilitate cross-functional working sessions and hold regular accountability reviews with department leads to ensure commitments are met.
• Develop a robust physician offboarding program with a repeatable playbook to ensure Duly retains 80%+ of a departing physician’s patients.
• Develop structured wind-down plans for closing departments or service lines with established patient populations, ensuring continuity of care and patient retention through a standardized transition process.
• Identify bottlenecks, gaps, and risks in the ramp and offboarding processes and drive resolution with urgency and precision.

• Develop and maintain weekly and monthly performance scorecards segmented by individual provider, specialty, and location.
• Track and trend key ramp metrics including patient volume, new patient acquisition, visit parity benchmarks, referral source development, and scheduling utilization.
• Distribute scorecards to relevant stakeholders on a consistent cadence and present findings to senior leadership with clear commentary on progress, risks, and recommended actions

• Partner with Physician Recruiting, HR, Credentialing, Scheduling, Marketing, Finance, IT/Epic, and Operations to align on shared goals and timelines.
• Build trusted relationships with new physicians and APPs to understand barriers to ramp and advocate for solutions.
• Collaborate with Operations and Provider Recruitment to proactively identify and escalate patient retention risks related to provider access, anticipated retirements, and care transitions, supporting workforce planning and continuity of care.
• Partner with Operations to support provider coaching and communication strategies that facilitate effective transitions of care, particularly when patients are transitioning between providers with different approaches to care.

• Document and codify best practices into standard operating procedures (SOPs) and training materials accessible to all relevant teams.
• Develop and implement routine process audits to assess adherence to established SOPs, identify gaps, and escalate findings to accountable stakeholders for resolution.
• Develop and facilitate recurring training for operational and organizational leaders to reinforce standardized processes, support consistent execution, and address knowledge gaps resulting from leadership transitions and employee turnover.

QUALIFICATIONS & EXPERIENCE:

• Bachelor’s degree in management, business, or related field required.
• 5+ years’ previous experience in project management working with multiple departments and stakeholders (healthcare projects preferred)
• 1+ years Healthcare experience preferred 

If you are committed to putting our patients first and helping shape the future of care, you belong at Duly.
The compensation for this role includes a base pay range of $116,000 - 174,000, with the actual pay determined by factors such as skills, experience, education, certifications, geographic location, and internal equity. Additional compensation may be available through shift differentials, bonuses, and other incentives. Base pay is only a portion of the total rewards package.

Artificial Intelligence Disclosure

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person.