Senior Director, Care Operations

2 days ago

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Nest Health

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B2C • Wellness • Social Impact

Nest Health is a whole-family healthcare practice that delivers primary care, pediatric care, and behavioral/mental health services at home and via telehealth for families. They partner with participating health plans to provide no-additional-cost care for eligible family members, offer 24/7 access and same-day or in-home visits, and focus on care coordination and social supports (including maternal and high-risk family services) to improve outcomes for underserved populations.

11 - 50 employees

Founded 2021

👥 B2C

🧘 Wellness

🌍 Social Impact

📋 Description

• Serve as an organizational expert on care model and operational workflows, understanding how clinical and operational teams work, measure, and succeed • Refine and architect national workflows, protocols, SOPs, and playbooks that drive standardization and efficient, high-quality care, in collaboration with Clinical Quality & Innovation • Build systems and reporting that enable repeatable, scalable, high-reliability operations across markets • Provide close support to market team members including to guide clinical operations and drive efficiency and standardization across markets • Operationalize clinical pathways, care protocols, and market-specific models under direction of medical leadership • Collaborate with clinical leadership to implement care model enhancements, quality initiatives, and documentation standards • Partner with Medical Directors, Health Services Directors, and market leadership to ensure operational success and alignment on performance goals • Translate strategic goals and performance objectives into concrete operational plans, implementation roadmaps, and measurable KPIs • Own the execution of key cross-functional strategic initiatives including new markets, care model enhancements, staffing model evolution, and operational redesign • Anticipate bottlenecks and proactively propose solutions—ahead of market and clinical pain points • Use data and time with market teams to identify and understand inefficiency, variation, and outcome shortfalls and design and implement solutions • Lead and mature national operations functions that support markets, including: • New Market Implementation • Market team training and onboarding • Patient Services & Eligibility • Build and coach a high-performing team that collaborates effectively across the organization and takes accountability for building critical functions • Act as the voice of market operations in product development • Build product requirements grounded in workflow realities and data • Partner closely with Product, Tech, and Data teams to test and implement tools that drive efficiency, care quality, and scalability • Lead demos, UAT, rollout planning, and training for operational tools and products • Monitor, measure and troubleshoot implementations until stable • Provide clear, compelling communication to internal audiences including the Executive Leadership Team, market leadership and other departments • Drive strategy communication, ensuring teams understand the “why,” the priorities, and the progress • Effectively communicate organizational goals and progress towards them in a way which is motivating and encourages accountability

🎯 Requirements

• 7+ years of progressive leadership in healthcare operations, preferably in home-based care, value-based care, population health, or clinical operations • Experience in a startup, high-growth, or transformation environment; adept at both building from scratch and maturing systems • Demonstrated success leading cross-functional initiatives at the intersection of clinical operations, provider workflow, and product/technology • Experience with frontline clinical workflow implementation strongly preferred

🏖️ Benefits

• Family- centric health support with access to Lyric’s comprehensive services for urgent care, behavioral health, psychology, and psychiatry for you and your entire family, including virtual veterinary care for your pets • Company-supported Parental Leave for both primary/non-primary care givers with options for a tiered return to work, and eligibility to receive additional hours PTO for Prenatal Care and Backup Childcare • Receive reimbursement for work- related vehicle expenses, including commuting and travel costs, for staff who drive as part of their job responsibilities • Opportunity to receive up to $3,000/year Tuition Reimbursement to support your educational and professional development by covering a portion of costs relating to fees, course materials, or other related expenses. • Receive employer sponsored short-term and long-term disability benefits to provide financial support in the event of illness or injury that prevents you from working • Enrollment in 401 (k) Retirement Plan through Human Interest to help save for your future with flexible contribution options