Senior Director, Clinical Operations

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

📋 Description

• Establish, own, and communicate team OKRs; convert functional strategy into operational plans and drive quantifiable targets.

• Oversee the strategy, operational direction, and business goals of the Clinical Navigation operation.

• Define the team’s strategic vision and long-term operational model as TailorCare expands.

• Manage the budget, resource allocation, and prioritization decisions for the function.

• Foster collaboration between Digital Solutions and Clinical Strategy to implement new clinical models and digital solutions.

• Oversee the comprehensive performance of the contact center, including staffing, forecasting, capacity planning, scheduling, and real-time queue management.

• Establish and monitor service level and clinical quality standards.

• Create escalation pathways for complex clinical and operational challenges.

• Collaborate with Central Operations and Performance Excellence on workforce management, contact-center tools, quality assurance, and audits.

• Manage operational rhythm, capacity and workforce planning, SOP execution, and readiness for new market and payer introductions.

• Ensure seamless transitions and consistent patient experiences throughout the care journey.

• Oversee the team’s technology stack, including dialer/CRM, telehealth platforms, and documentation systems; pilot and expand AI-enabled tools and digital workflows.

• Guarantee compliance with clinical protocols, documentation standards, and regulatory mandates.

• Directly supervise and develop managers leading Clinical Navigation and care teams.

• Indirectly oversee the broader Clinical Navigation organization and hold managers accountable for their performance.

• Manage workforce planning and succession strategies; mentor emerging leaders.

• Develop KPI frameworks linking operational performance to clinical outcomes and business impact.

• Create dashboards for real-time visibility into team, program, enterprise OKR, and client-facing performance.

• Collaborate with Analytics and Performance & Strategy to identify performance gaps and implement operational improvements.

• Represent Clinical Operations in client discussions, executive briefings, and cross-functional planning.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor's degree required; advanced degree (MBA, MHA, or related) preferred.

• Over 10 years of progressive experience in healthcare or clinical operations, contact/call center leadership, or business operations, including in value-based care, digital health, or population health environments.

• More than 5 years of experience leading leaders, including managing managers or multi-layered teams, with a proven history of driving organizational change.

• Advanced business and operational insight, including the capacity to build and manage an operations function to measurable targets, own OKRs, and motivate teams to achieve them.

• Proven experience running a high-volume, telephonic/virtual contact-center operation, including staffing, forecasting, capacity planning, and service-level management.

• Experience managing a budget and making autonomous resourcing and prioritization decisions.

• Strong data and analytics skills; ability to create and utilize dashboards to manage personnel performance and business outcomes.

• Experience translating operational KPIs into business and clinical impact, including utilization, cost of care, and quality metrics.

• Proficient in workforce management, CRM, and EHR/documentation systems.

• Strong skills in Excel and dashboarding tools, such as Tableau or equivalents.

• Excellent communication skills with experience leading through influence across clinical, non-clinical, internal, and executive stakeholders.

• Comfortable navigating ambiguity and scaling systems in a rapidly growing startup environment.

• Willingness to travel up to 10% for onsite meetings, team collaboration, and company events.

• Active clinical licensure (PT, RN, or equivalent) is advantageous but not mandatory.

🏝️ Benefits

• Engaging work that provides opportunities to make a positive impact on patients.

• Remote-first work culture with options for a hybrid work model in Nashville.

• Generous paid time off (PTO) and holiday policies.

• Paid parental leave.

• Flexible work-life balance with autonomy.

• Comprehensive medical, dental, vision, life, and disability insurance from Day 1.

• Access to wellness resources.

• Employer contributions to HSA.

• 401k plan with employer matching.

• Inclusive and collaborative workplace environment.