VP of Virtual Operations

About the role

Lightfully Behavioral Health is a growing leader in mental health treatment providing high-quality, evidence-based treatment and innovative, compassionate care focused on total wellness for those struggling with mental health conditions. The Vice President of Virtual Operations is responsible for the strategic leadership, operational performance, and financial success of the organization's virtual care programs. This role oversees all aspects of virtual service delivery, ensuring exceptional clinical operations, client experience, provider engagement, regulatory compliance, and scalable growth.

Reporting to the Chief Operating Officer, the VP of Virtual Operations partners closely with Clinical, Medical, Revenue Cycle, Growth, Technology, Compliance, and People teams to optimize operations across the telehealth platform.

Responsibilities

• Upholds and maintains the Company’s purpose and values (the Lightfully “Shining Commitments”).
• Provides leadership and day-to-day management of the service line’s clinical operations; supports teams to achieve key clinical performance indicators.
• Develops and executes the strategic roadmap for virtual operations. Partners with Chief Clinical Officer (CCO) on long-range product strategy and translates product strategy/vision into a robust client and staff experience.
• Builds scalable operational processes that support growth while maintaining clinical excellence.
• Optimizes client access to care, scheduling efficiency, group census management, and clinical staffing models.
• Accountable for P&L performance across service line; owns operational performance for virtual programs, including: census growth, capacity management, productivity, revenue optimization, labor management, budget performance, contribution margin, and other key operational KPIs.
• Manages labor (adherence to labor model) and other variable expenses.
• Conducts monthly operating review for service line, with executive leadership team.
• Participates in annual budgeting and growth proforma forecasting.
• Leads operational planning for expansion into new states.
• Provides supervision, support, and coaching to employees, including interviewing, hiring, goal development, onboarding, training, and compliance.
• Conducts 1:1 and team meetings to discuss successes, challenges, projects, innovations, and company changes.
• Delivers timely coaching and disciplinary action, including documentation.
• Completes performance reviews within company-designated timeframes.
• Maintains employees’ timecards in the Payroll system, ensuring accurate hours, overtime management, and paid-time off requests.
• Optimizes employee engagement, retention, and turnover across service line programs.
• Works with People Operations and Clinical Team to ensure effective onboarding and training.
• Partners with the Clinical Team to implement quality initiatives and clinical trainings.
• Achieves optimal client lengths-of-stay metrics, including facilitation of client admissions and transitions within levels of care.
• Works with Compliance to ensure safety and compliance with all governing bodies and internal policies and procedures.
• Ensures resolution of complaints, grievances, and disciplinary actions across service line programs.
• Drives census growth in partnership with Marketing, Outreach, and Admissions.
• Partners with IT to optimize telehealth platforms, EMR workflows, scheduling systems, automation, and reporting dashboards.
• Performs all other duties as assigned.

Requirements

• Master’s Degree in Counseling-related field or BSN, required.
• Active, unrestricted clinical license (LCSW, LMFT, RN, etc.).
• 7+ years of progressive management experience in healthcare operations.
• Must pass extensive background check.
• This is a remote position and requires the ability to perform all duties and responsibilities at home.

Skills

• Excellent management and supervisory skills.
• Excellent organizational and time management skills.
• Strong financial and operational acumen.
• Demonstrated proficiency with healthcare technology and business applications, including electronic health records (EHR), telehealth platforms, Microsoft Office Suite, and data reporting tools, with the ability to quickly learn and adopt new technologies.
• Basic knowledge of general office equipment is required.
• Ability to speak English fluently is a requirement; ability to speak Spanish is preferred.
• Exceptional communication skills.
• Ability to maintain confidentiality.

Physical Requirements

• Ability to communicate with individuals over phone, electronic correspondence, and in-person.
• Ability to operate in occasionally noisy environments.
• May be required to stand, sit, stoop, bend, and lift/move up to 20 lbs.
• Ability to work for prolonged periods sitting at a desk and working on a computer.

Mental/Social Requirements

• Must work effectively with and show respect to all clients and staff, including those from diverse ethnic, cultural, religious, socioeconomic, sexual preferences and/or identities, gender identities/expression, and political backgrounds.
• Must exercise sound judgment and make timely, well-informed decisions in a dynamic and fast-paced environment.
• Must analyze complex operational, financial, and clinical information to identify trends, solve problems, and develop strategic solutions.
• Demonstrates emotional intelligence, empathy, and professionalism when addressing employee, patient, and organizational concerns.
• Demonstrates strong critical thinking, organizational, and strategic planning skills.
• Must utilize professional communication when addressing issues with clients or staff.
• Must work independently with minimal supervision while exercising initiative and accountability.
• Must maintain sustained attention and concentration for extended periods while reviewing reports, financial data, operational metrics, and strategic plans.

Pay

The pay range for this position is $140,000-$170,000 annually.

Benefits

• Competitive compensation
• Medical, dental, and vision insurance
• Paid time off
• Self-care days
• 401(k) plan
• Continuing education and professional development opportunities
• Employee assistance program (EAP)
• A supportive, mission-driven culture that values authenticity, connection, and integrity