Job Description
Job Description: • Lead the operational delivery of clinical programs including coaching, care management, clinical advocacy, and related services. • Ensure programs are delivered in alignment with client contracts, performance guarantees, and outcome expectations. • Translate program designs and client commitments into operational workflows, staffing models, productivity standards, and performance targets. • Establish and monitor key performance metrics including engagement, productivity, clinical outcomes, utilization, client KPIs, revenue, and margin. • Identify performance gaps and implement operational improvement plans. • Ensure consistency and standardization across clinical operations to support scalability and performance. • Oversee implementation and operational readiness for new clients and program expansions. • Lead continuous improvement initiatives focused on productivity, workflow optimization, automation, and scalability. • Manage operations to meet or exceed revenue, margin, productivity, and performance targets. • Partner with Finance to manage budgets, staffing models, and labor efficiency. • Establish workforce productivity standards, caseload models, and performance management processes. • Monitor operational performance against operating plans and adjust strategy as needed. • Ensure operational decisions support both clinical outcomes and financial performance. • Lead and develop a team of operational and clinical leaders responsible for program delivery. • Build a positive, engaged, accountable culture across clinical operations. • Address attrition through leadership development, onboarding improvements, career pathways, and manager coaching. • Establish clear performance expectations and accountability structures across teams. • Promote colleague engagement through mentorship, leadership development, and professional growth opportunities. • Create an environment where leaders both support their teams and hold them accountable for performance and outcomes. • Partner with Sales, Client Success, Clinical Leadership, Analytics, Product, Technology, and Finance to ensure successful program delivery and client performance. • Support client relationships as an operational leader and ensure delivery aligns with client expectations and performance commitments. • Participate in client performance reviews and operational performance discussions. • Ensure performance and outcomes reporting is delivered accurately and timely. Requirements: • Minimum of 10 years of experience in clinical operations, population health, care management, or healthcare services operations. • Experience leading large, distributed clinical or operational teams. • Nursing or other clinical degree required. • Experience managing operational performance, productivity, and financial performance. • Experience in value-based care, population health, care management, or health services delivery preferred. • Demonstrated ability to translate strategy into operational execution and measurable outcomes. • Strong people leadership experience with a track record of improving engagement, performance, and retention. • Experience scaling teams, workflows, and operational infrastructure across multiple programs or clients. • Strong financial acumen and experience managing budgets and operating performance. • Excellent leadership, communication, and organizational skills. Benefits: • Equal Opportunity Employer • E-Verify user