Clinical Operations Director

Key Responsibilities

• Provide operational leadership and oversight for Care Coordination and Enrollment teams
• Directly manage frontline operational staff, including Team Leads, Care Coordinators, and Enrollment Specialists
• Own frontline operational execution, workforce accountability, and service line performance across Clinical Operations
• Partner with executive leadership to support organizational growth initiatives and operational scaling
• Monitor and drive operational KPIs related to productivity, engagement, quality, patient outcomes, and operational performance
• Support staffing strategy, workforce planning, scheduling oversight, and operational resource allocation
• Ensure operational consistency across service lines, workflows, and customer implementations
• Coach, mentor, and support frontline operational leaders and staff
• Promote accountability, consistency, and operational excellence across teams
• Support onboarding, performance management, corrective action, and employee development
• Foster a collaborative, patient-centred, and high-performance operational culture
• Lead communication efforts during periods of organisational and operational change
• Support leadership development and operational growth opportunities within frontline teams.
• Drive operational execution across traditional CCM, LTC and future population health service lines
• Collaborate with QA leadership to maintain documentation integrity, operational consistency, and CMS readiness
• Collaborate with Enablement & Systems leadership to support workflow adoption and operational scalability
• Identify operational barriers impacting productivity, patient engagement, or workflow execution and implement corrective action plans
• Support operational planning related to customer onboarding, transitions, and scaling initiatives
• Partner with Product, QA, BI, and Technology and Enablement teams to support operational initiatives and workflow improvements
• Collaborate with provider groups and customer stakeholders as needed
• Support implementation of operational reporting, workforce metrics, and operational performance initiatives

Qualifications

• Active RN license strongly preferred
• 7+ years of healthcare operations leadership experience
• Demonstrated experience leading frontline operational teams in healthcare environments
• Experience in CCM, population health, managed care, telephonic care management, LTC, or value-based care strongly preferred
• Demonstrated experience leading remote or hybrid operational teams
• Strong understanding of productivity management, operational KPIs, and workforce planning
• Experience leading teams through organizational growth, operational change, and workflow transformation
• Strong communication, coaching, accountability, and leadership skills
• Comfortable working in a fast-paced, evolving operational environment
• Preferred qualifications include experience supporting healthcare technology implementations or operational transformation initiatives, experience in multi-client healthcare operations environments, CCM certification or population health experience, and familiarity with CMS documentation and compliance expectations