Director of Clinical Operations

About the Role

The Clinical Operations Director is responsible for the day-to-day operation of our clinical practice and the systems that support it. This role oversees clinical operations, patient operations, compliance, physician capacity, and the Patient Care Coordinator (PCC) team to ensure patients receive a consistent, high-quality experience while the organization continues to grow.

You'll partner closely throughout the organization to improve workflows, solve operational challenges, and ensure teams are working together effectively. You'll own many of the operational processes that keep the practice running—from patient onboarding and renewals to physician licensing, operational reporting, SOP development, and compliance initiatives.

This role requires someone who is equally comfortable managing today's priorities while building better systems for tomorrow. Some days you'll be resolving operational issues in real time, while others will be spent improving processes, coaching managers, reviewing performance metrics, or implementing new initiatives. You'll be expected to identify problems before they become bottlenecks and create practical solutions that improve both team performance and the patient experience.

This position reports to the COO.

What You’ll Do

Lead Clinical Operations

• Oversee the daily operation of the clinical practice.
• Ensure operational processes support a consistent, high-quality patient experience.
• Identify workflow issues and implement solutions before they impact patients or providers.
• Partner with department leaders to improve operational efficiency across the organization.

Manage the Patient Care Coordinator Team

• Lead, coach, and develop the PCC team.
• Conduct regular 1:1s, performance reviews, and ongoing coaching.
• Establish team expectations and ensure accountability for operational performance.
• Support hiring, onboarding, and training as the team grows.

Own Patient Operations

• Oversee patient onboarding, renewals, and offboarding.
• Coordinate with Sales to ensure smooth patient transitions into clinical care.
• Monitor patient communication response times and resolve service issues.
• Support patient-facing coordination when necessary to maintain a high-quality experience.
• Ensure operational handoffs between departments are consistent and well documented.

Manage Operational Systems

• Own the operational workflows within Monday.com, the EMR, Spruce, Google Workspace, and other operational platforms.
• Maintain accurate operational dashboards and reporting.
• Ensure data consistency across systems and resolve discrepancies.
• Monitor operational metrics and provide leadership with accurate reporting.

Build and Improve Processes

• Develop, document, and maintain Standard Operating Procedures (SOPs).
• Review existing workflows and identify opportunities for improvement.
• Standardize processes across teams to improve consistency and reduce operational risk.
• Lead implementation of new operational initiatives as the practice evolves.

Manage Capacity and Performance

• Monitor physician capacity across all programs.
• Review onboarding pace and renewal pipeline health to identify capacity risks.
• Manage the renewal process for patients, ensuring milestones are completed on schedule.
• Hold cross-functional stakeholders accountable for operational deliverables.
• Review operational dashboards and performance metrics with leadership.

Compliance and Risk Management

• Ensure compliance with HIPAA and applicable healthcare regulations.
• Oversee physician credentialing, licensing, and licensing expansion efforts.
• Track physician licensing, DEA renewals, Medicare opt-in/opt-out documentation, malpractice coverage, and required compliance records.
• Lead the Compliance Committee and coordinate quarterly compliance initiatives.
• Partner with Finance, Legal, and external consultants to manage organizational risk and regulatory requirements.

Financial and Administrative Operations

• Partner with Finance on invoicing, accounts payable, insurance renewals, vendor management, and operational budgeting.
• Support revenue cycle operations and patient billing questions.
• Manage operational vendors.

How You’ll Spend Your Time

Clinical Operations Leadership (35%)

• Overseeing day-to-day clinical operations
• Managing the PCC team
• Supporting cross-functional execution
• Resolving operational issues and removing bottlenecks

Process Improvement & Systems (25%)

• Building and improving operational workflows
• Creating and updating SOPs
• Managing operational systems and reporting
• Improving operational efficiency

Patient Operations (20%)

• Overseeing onboarding and renewals
• Monitoring physician capacity
• Supporting patient transitions
• Tracking operational performance and SLAs

Compliance & Administration (15%)

• Managing licensing and credentialing
• Supporting compliance initiatives
• Coordinating insurance and regulatory requirements
• Partnering with Finance and Legal

Leadership & Planning (5%)

• Meeting with department leaders
• Reviewing operational performance
• Planning future operational improvements

What We’re Looking For

• 10–15+ years of healthcare operations leadership experience in roles such as Practice Manager, Clinical Operations Director, Chief of Staff, or Business Operations Leader.
• Master's degree preferred (MHA, MPH, MBA, or similar).
• Experience leading operations within a telehealth or remote healthcare organization.
• Experience managing multidisciplinary teams in a high-growth environment.
• Strong understanding of healthcare operations, HIPAA, physician credentialing, licensing, compliance, and regulatory requirements.
• Experience building operational processes, SOPs, dashboards, and reporting systems.
• Strong project management and organizational skills with the ability to manage multiple priorities.
• Comfortable working across departments and holding teams accountable for operational commitments.
• Experience with EMRs, CRMs, Monday.com, Google Workspace, and other operational software.
• Strong written and verbal communication skills.
• Someone who is organized, practical, and comfortable making decisions in a fast-moving environment. You enjoy building structure, solving problems, and improving how teams work together. You follow through on commitments, pay attention to details, and look for ways to make the organization more effective.