Director of Clinical Operations – Video Engagement

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

📋 Description

• Lead and expand the clinical team that supports Scene Health's asynchronous video-based care model.

• Establish standards for video-based care, focusing on clarity, empathy, tone, adherence, and clinical accuracy.

• Define the vision and strategy for asynchronous video engagement to inspire, retain, and assist patients.

• Identify, test, and implement various approaches, formats, cadence, and messaging for video engagement.

• Create operating plans, team structures, staffing models, and performance expectations.

• Collaborate with Enrollment, Customer Success, Growth, Product, and HR to launch, optimize, and expand clinical programs.

• Lead, mentor, and develop nurses, pharmacists, health coaches, and support staff.

• Establish performance frameworks to measure video engagement quality, patient interaction, and retention.

• Guide team members on on-camera presence and techniques, demonstrating high-quality video engagement.

• Oversee staffing, scheduling, coverage, service levels, and engagement targets.

• Implement quality assurance programs to evaluate the effectiveness of video engagement, clinical quality, and adherence to protocols.

• Monitor performance and address gaps in engagement, quality, and compliance.

• Standardize standard operating procedures and escalation pathways.

• Ensure accurate and timely documentation for billing, reporting, and compliance purposes.

• Utilize Salesforce, Talkdesk, and Scene's platform to track key performance indicators and guide operational decisions.

• Analyze performance data to discover opportunities for engagement innovation and identify intervention needs.

• Represent the clinical video engagement function at external meetings and events.

⛳️ Requirements

• Clinical background (e.g., Nurse, Pharmacist, PA, or equivalent).

• Over 10 years of progressive leadership experience in managing clinical teams, particularly in technology-enabled or digitally delivered care models.

• Proven experience in building and coaching teams on video-based or camera-facing communication, such as telehealth, video coaching, or virtual care.

• Experience in developing team structures, performance frameworks, and engagement or retention metrics.

• Background in formulating and enforcing clinical protocols, quality assurance programs, and quality standards within scalable, tech-driven care models.

• Strong fluency in data and technology, with practical experience using digital tools to manage operations and performance effectively.

• Bachelor's degree is required.

• Must be eligible to work in the United States.

• Visa sponsorship is not available.

• Preferred: experience leading digital health or virtual care initiatives.

• Preferred: experience in a startup or health tech organization.

• Preferred: experience collaborating with hospitals, health plans, or public health organizations on quality improvement projects.

• Preferred: advanced degree (e.g., MBA, MPH, MScN).

• Preferred: Spanish language proficiency.

🏝️ Benefits

• Paid vacation.

• Paid sick leave.

• Paid holidays.

• Health insurance.

• Dental insurance.

• Vision insurance.

• Short-term disability.

• Long-term disability.

• 401(k) retirement savings plan.

• Professional development and growth opportunities.

• Remote work.

• Opportunity to contribute to a transformative healthcare solution.

• Inclusive, equal-opportunity workplace.