Director, Clinical Operations

Responsibilities

• Lead and develop Clinical Managers, Supervisors, and clinical teams to drive high-quality, safe, and efficient clinical operations.
• Oversee operational performance, workforce planning, quality, productivity, service levels, and financial results across a 24/7 environment.
• Monitor clinical and operational metrics, identify trends, and implement continuous improvement initiatives to enhance outcomes and operational efficiency.
• Ensure clinical quality, patient safety, regulatory compliance, and adherence to organizational policies and standards.
• Partner with Operations, Workforce Management, Quality, Technology, and Client teams to implement, optimize, and scale clinical programs.
• Provide leadership for complex clinical, operational, and employee-related issues, including cross-functional problem resolution and executive escalations.
• Drive process improvements, technology adoption, and resource optimization to strengthen service delivery, scalability, and organizational performance.
• Provide clinical expertise and strategic recommendations to senior leadership, while building high-performing teams through coaching, talent development, and performance management.

Qualifications

• Associate’s Degree in Nursing, Diploma Nursing Program, or equivalent required; Bachelor’s degree preferred.
• Current unrestricted RN license in Texas; additional state licensure as required by client or regulatory requirements.
• Minimum 10 years of progressive clinical operations, medical management, and telehealth experience.
• Minimum 5 years of leadership experience managing leaders and clinical teams in a healthcare contact center environment, leading teams of not less than 200.
• Experience leading clinical performance, workforce planning, service delivery, and operational improvement initiatives.
• Strong understanding of healthcare operations, quality management, compliance requirements, and clinical governance.
• Demonstrated ability to lead teams and improve performance in a high-volume, metrics-driven environment.
• Strong analytical, decision-making, and problem-solving capabilities.
• Excellent communication and stakeholder management skills with the ability to influence across multiple functions.
• Ability to operate effectively within a fast-paced, 24/7 environment.
• Experience with healthcare technology platforms, workforce management, and performance analytics.
• Knowledge of health insurance, care management, and clinical service delivery models.
• Willing to work onsite in our San Antonio Office.