Senior Director, Clinical Operations
New
T
TailorCareHealthcare operations
Location: United StatesFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 10+ years of progressive experience in healthcare or clinical operations, contact/call center leadership, or business operations; 5+ years leading leaders.
- Required Skills
- TableauMicrosoft ExcelBudget managementCRM
Requirements
- Bachelor's degree required; an advanced degree such as an MBA, MHA, or related degree is preferred.
- 10+ years of progressive experience in healthcare or clinical operations, contact/call center leadership, or business operations.
- Experience in value-based care, digital health, or population health settings.
- 5+ years leading leaders, such as managing managers or multi-layered teams, with a track record of organizational change.
- Demonstrated ability to build and run an operations function to measurable targets and own OKRs.
- Experience running a high-volume telephonic or virtual contact-center-style operation, including staffing, forecasting, capacity planning, and service-level management.
- Experience owning a budget and making autonomous resourcing and prioritization decisions.
- Strong data and analytics skills, including building and using dashboards to manage people performance and business outcomes.
- Experience translating operational KPIs into business and clinical impact, including utilization, cost of care, and quality metrics.
- Proficiency with workforce management, CRM, and EHR/documentation systems.
- Strong Excel and dashboarding tool skills, such as Tableau or similar.
- Active clinical licensure (PT, RN, or equivalent) is a plus, not required.
- Ability and willingness to travel up to 10% for onsite meetings, team collaboration, and company events.
Responsibilities
- Set and cascade team OKRs, translate strategy into operating plans, and drive measurable results.
- Own Clinical Navigation operations, business objectives, budget accountability, and resourcing decisions.
- Manage contact center staffing, forecasting, capacity planning, scheduling, queues, service levels, and escalations.
- Coordinate with Central Operations and Performance Excellence on shared contact center infrastructure, tools, quality, and audits.
- Own operating rhythms, workforce planning, SOP execution, launch readiness, and care-journey handoffs.
- Manage the team's technology stack with IT/Product and Clinical Digital Solutions, and pilot AI-enabled tools and digital workflows.
- Ensure operational compliance with clinical protocols, documentation standards, and regulatory requirements.
- Lead and develop managers and the broader Clinical Navigation organization, including succession planning and leadership development.
- Build KPI frameworks and dashboards connecting operational performance with clinical outcomes and business impact.
- Partner with Analytics and senior leaders to investigate performance gaps and represent Clinical Operations in client and executive discussions.
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