Director of Care Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, motivate, and establish a high-performing team of Managers and Team Leads in care leadership.

• Oversee the daily performance of front-line care delivery across CCM, RPM, BHI, and APCM.

• Coach leaders while managing span of control and enhancing leadership depth.

• Ensure regular one-on-one meetings, coaching sessions, and performance reviews across teams.

• Act as the hiring manager for Care Operations roles.

• Set performance expectations and develop methods for measuring and communicating outcomes.

• Consistently implement performance plans for Team Leads and Care Coordinators.

• Collaborate with Operations and People leadership to define career paths and compensation structures.

• Represent clinical delivery for both current and prospective clients.

• Lead client business reviews, manage escalations, and prepare for renewals or expansions.

• Take ownership of WEP/hr attainment and program-level productivity for CCM, RPM, BHI, and APCM.

• Oversee the Care Coordinator incentive program and monitor for any unintended behaviors.

• Manage RPM alert and exception management processes.

• Ensure front-line retention, particularly regarding exits within the first 60 days and regretted attrition.

• Collaborate on onboarding, nesting, ongoing training, forecasting, scheduling, staffing needs, schedule adherence, and shrinkage discipline.

• Oversee operational execution and governance of practice SOPs, protocols, mandatory reporting, safeguarding, HIPAA-compliant communication, and QA.

• Work with Clinical Strategy to develop and refine clinical protocols.

• Lead change management initiatives, operational communications, technology readiness, client implementations, and platform rollouts.

• Monitor productivity, retention, quality, compliance, service delivery, client relations, and leadership capability accountabilities.

⛳️ Requirements

• Demonstrated success in leading high-performing, remote or distributed care or service teams with over 100 front-line staff through periods of growth and change.

• Inspiring leader skilled in attracting, motivating, and retaining top-tier talent.

• At least 8 years of experience in healthcare operations, virtual care, or care management delivery, with significant exposure to CCM and RPM.

• Minimum of 5 years of direct leadership experience, including managing other leaders.

• Over 3 years of experience in a high-volume contact center or telephonic service setting.

• Proficient understanding of adherence, occupancy, shrinkage, and handle time metrics.

• Experience in representing an operational or clinical function to external clients, including conducting business reviews, managing escalations, and providing sales support.

• Familiarity with forecasting, scheduling, and capacity planning.

• Proven ownership of a productivity or efficiency metric with tangible financial implications.

• Experience in a regulated environment, with a practical understanding of HIPAA and documentation standards for billable clinical services.

• Comfortable working across various EHR platforms and utilizing BI/reporting tools, a cloud contact center platform, and an HRIS.

• Proficient in using a BI tool for self-service analysis.

• Knowledge of best practices in care delivery design.

• Skills in change management, communication, interpersonal relations, execution, active listening, and adaptability.

• Bachelor's degree is required.

• Active RN license is preferred.

• Equivalent clinical licensure or considerable experience in leading clinical care delivery teams will be taken into account.

• Willingness and ability to travel for client-facing engagements as required.

🏝️ Benefits

• Health insurance

• Dental insurance

• PTO

• Paid holidays

• 401K

• Opportunities for promotion from within

• A vibrant community with chances to connect with colleagues both in-person and from home offices