Senior Director – Clinician Operations

This is a fully remote position, open to applicants in Dominican Republic, +4 more countries.

📋 Description

• Take full responsibility for the clinician journey from post-hire handoff to onboarding, caseload ramp-up, continuous support, and offboarding.

• Enhance the time taken to reach the first session and achieve a full caseload by redesigning workflows.

• Develop onboarding playbooks and standard operating procedures (SOPs) to facilitate scaling beyond 300 clinicians.

• Collaborate with recruiting and credentialing teams on handoffs and readiness timelines.

• Execute intake, triage, escalation, and clinician support workflows.

• Establish and uphold service level agreements (SLAs) for response and resolution times.

• Oversee backlog management and aging metrics.

• Address handoff issues between operations, scheduling, and clinical leadership.

• Manage operational key performance indicators (KPIs) such as service levels, resolution times, productivity, capacity planning, and clinician retention.

• Create scorecards and conduct capacity planning and staffing forecasts.

• Perform root-cause analysis and implement corrective actions.

• Recruit, organize, and lead the clinician operations team.

• Establish performance benchmarks and accountability processes.

• Distribute resources among support, onboarding, and lifecycle workstreams.

• Standardize processes within ticketing and workflow platforms.

• Develop operational dashboards and executive reports.

• Automate manual tasks and spearhead tool implementations.

• Lead user acceptance testing (UAT) and change management for new systems and workflows.

⛳️ Requirements

• A minimum of 7 years in progressive operations leadership, including experience managing managers or multi-person operational teams.

• Direct responsibility for operational KPIs: service levels, resolution times, capacity planning, backlog reduction, team productivity, and retention metrics.

• Experience in high-volume support operations, including intake and triage, escalation management, SLA management, and ticketing or workflow systems.

• Proven track record of process improvement achieved through SOP development, workflow redesign, and playbook creation.

• Expertise in workforce planning and staffing forecasts for distributed or remote operational teams.

• Hands-on experience with operational reporting and workflow platforms such as Salesforce, Zendesk, HubSpot, Monday.com, Asana, Airtable, Looker, Power BI, or Tableau.

• Proficient in English at C1+ (CEFR) for executive-level communication with US-based leadership.

• Experience in healthcare, behavioral health, telehealth, medical groups, MSOs, or health plans that support providers or clinicians is a plus.

• Familiarity with provider onboarding, credentialing partnerships, intake operations, or revenue cycle collaboration is advantageous.

• A history of scaling a provider, clinician, or contractor network from approximately 100 to over 300 is a plus.

• Experience in implementing automation or AI tools within non-technical operational workflows is a plus.

• Experience in multi-state licensure operations or insurance-based care delivery is a plus.

🏝️ Benefits

• Competitive Salary: Based on experience and skills.

• Fully remote—work from anywhere.

• Team incentives: Recognition for maintaining 100% CRM hygiene and timely reporting.

• Generous PTO in accordance with company policy.

• HMO coverage after 3 months for full-time employees for PH-based talents.

• Direct mentorship from international industry experts.

• Ongoing access to resources for professional development.

• Global networking with professionals worldwide.