Assistant Director of Virtual Care Operations

About the role

The Assistant Director of Virtual Care Operations oversees the clinical and coordination workflows, the people who run them, and the systems that let all of it scale. This role is designed for the team we'll have in two years, when our virtual care operation has doubled.

Responsibilities

• Own the performance, structure, and scalability of our virtual care operation — providers, RNs, medical assistants, and referral coordinators
• Build and lead a management team beneath you, developing supervisors and leads who can run day-to-day operations with autonomy
• Design the org structure, staffing model, and workflows needed to support a team that is projected to double in size — not just patch today's process
• Partner closely with Providers, the Contact Center, Claims, Client Success, and other teams to ensure coordinated, member-first care
• Use data and operational metrics to identify systemic gaps — in referral turnaround, care coordination, provider experience, and member satisfaction — and drive the fixes
• Standardize and modernize SOPs, training, and quality standards so the operation runs consistently as it scales across new markets or larger volume
• Own escalations and complex cases that require clinical judgment, cross-functional coordination, or executive-level problem-solving
• Represent virtual care operations in leadership discussions, bringing data, foresight, and recommendations — not just status updates

Requirements

• Bachelor's degree preferred (healthcare administration, nursing, business, or related field)
• RN license strongly preferred if no bachelor's degree; other advanced clinical licensure (NP, PA) or equivalent clinical leadership background will be considered
• 5+ years of healthcare experience, with meaningful time in a clinical or clinically-adjacent setting
• 5+ years of leadership experience, including leading other leaders (not just individual contributors) — managing managers, supervisors, or team leads
• Experience in healthcare operations, virtual/telehealth care delivery, care coordination, referrals, provider relations, or a comparable large-scale healthcare operation
• Experience in building or scaling teams, workflows, or processes through a period of significant growth
• Strong command of data and metrics — comfortable using dashboards and reporting to drive decisions, not just review them
• Excellent judgment and executive presence; comfortable representing the function to senior leadership

Qualifications

• Experience leading a virtual or telehealth-based care team
• Experience with eClinicalWorks, CRM systems, or healthcare operations platforms
• Experience designing org structures or staffing models to support rapid headcount growth
• A history of being promoted into larger scope because of the results they drove

Skills

• System thinking
• Ability to build and lead a management team
• Experience with data and metrics
• Strong communication and collaboration skills
• Ability to handle ambiguity and fast growth
• Leadership and empathy

Benefits

• Salary range: $75,000 – $95,000 per year
• FREE healthcare for you and your entire family
• Dental & Vision insurance
• Paid time off & sick time
• 401(k) access
• A real path to Director/VP-level scope as we grow
• A mission-driven team that believes in doing the right thing

Pay

$75,000 – $95,000 per year

Schedule

Based in the Phoenix, AZ area or able to reliably work in-person