Director of Clinical Operations

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

📋 Description

• Take full responsibility for clinical quality, aiming for a 10-star patient experience as the benchmark.

• Establish metrics for quality and patient experience, detailing measurement methodologies, exclusions, and data sources.

• Conduct continuous quality monitoring across clinical roles, delivering weekly insights and recommendations.

• Develop and sustain coaching systems, rubrics, practical examples, and calibration processes.

• Guide advocates, nurses, and care coordinators through team leads, overseeing hiring, onboarding, performance management, and development.

• Manage staffing models, capacity, caseloads, service levels, and productivity.

• Execute weekly scorecards, monthly operational reviews, and quarterly target-setting.

• Collaborate with Product and Engineering to integrate quality standards into workflows.

• Transform recurring quality challenges into product specifications.

• Promote the use of AI in call quality assurance, summarization, documentation, and follow-up processes.

• Create, document, and enforce standard operating procedures (SOPs) for consistent care delivery.

• Supervise clinical documentation, care plans, consent, and time tracking for reimbursable programs.

• Work with Revenue Cycle Management (RCM) on maintaining clean claims.

• Uphold HIPAA and patient privacy standards.

• Collaborate with the Medical Director on escalation procedures and clinical judgment protocols.

• Monitor patient interactions, addressing dropped calls, delayed follow-ups, and missed transitions.

• Design handoff processes between advocates, nurses, and physicians.

• Measure and report clinical and quality KPIs across record-keeping systems.

• Provide analytical insights to Operations, Product, leadership, and board members.

⛳️ Requirements

• Minimum of 5 years in clinical operations, care delivery, or healthcare quality.

• At least 3 years of experience in leading managers or team leads.

• Direct experience overseeing high-volume care operations, including staffing, caseloads, service levels, and QA initiatives.

• Proven track record of developing quality or performance management systems from the ground up, encompassing standards, rubrics, calibration, and escalation processes.

• Proficient in SQL or similar tools, along with business intelligence tools such as Metabase.

• Comfortable navigating complex, unstructured datasets.

• Willingness to embrace AI-driven operational enhancements.

• Experience collaborating with Product or Engineering to solve operational issues.

• Familiarity with HIPAA regulations and clinical documentation standards.

• Strong and concise writing skills.

• Ability to prioritize effectively in a fast-paced and ambiguous environment.

• Excellent communication skills with diverse stakeholders.

• Bonus: RN or other clinical license, or experience in care coordination, care management, or patient navigation.

• Bonus: Familiarity with Medicare, Medicare Advantage, CCM, PIN, or BHI programs.

• Bonus: Background in a Series A–C telehealth or tech-enabled care organization.

• Bonus: Experience managing care-team or contact-center operations for older adults.

🏝️ Benefits

• Competitive salary plus high equity.

• Fully remote work opportunities.

• Leadership team gatherings in San Francisco 1–2 times per month.

• Complete operational ownership and decision-making authority.

• Chance to influence AI and product development within healthcare delivery.

• Patient-first mission with an impact-driven culture.

• Distributed team primarily located within the Americas time zones.

• Culture of conscious leadership.

• Workplace focused on human connections.

• Emphasis on playful creativity, levity, and enjoyment.

• Culture centered on excellence.

• Commitment to equal opportunity and diversity in the workplace.