Director of Care Delivery

🕒 May 6

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Protocol Behavioral Health

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2025

🤝 B2B

Healthcare • B2B

Protocol Behavioral Health is a clinical services and care-delivery organization that provides oncology-focused behavioral health support to cancer patients using evidence-based Collaborative Care (CoCM) interventions. It partners with oncology practices to integrate virtual behavioral healthcare into existing workflows and EHRs, offering rapid access to oncology-trained behavioral health specialists and psychiatrists, structured updates for oncologists, and revenue-generating services that improve patient outcomes, treatment adherence, and reduce unnecessary utilization. The company is grounded in academic research and adapts proven clinical models to community oncology settings.

📋 Description

• Own team-wide performance metrics — engagement, productivity, clinical outcomes, utilization, and client KPIs — using data to drive accountability, identify gaps, and implement improvement plans • Translate Protocol's care model and any client or partner commitments into operational workflows, staffing models, productivity standards, and performance targets • Build and refine processes that enable BHCMs to deliver care consistently and at scale; drive continuous improvement across workflow, automation, and operational efficiency • Develop and maintain a quality assurance program covering care delivery, protocol adherence, and patient experience • Oversee operational readiness for new client implementations and program expansions • Partner with the clinical team to ensure our care model is implemented with fidelity and continuously improved based on outcomes data • Manage operations to meet or exceed productivity, and performance targets • Partner with Finance and the People Team to manage budgets, staffing models, and labor efficiency • Establish workforce productivity standards, caseload models, and performance management processes that support both clinical outcomes and financial sustainability • Monitor performance against operating plans and adjust strategy as needed — you're accountable for the numbers, not just the inputs • Lead and develop a team of BHCMs and Lead BHCMs, providing clear direction, regular feedback, and the kind of management that drives both performance and retention • Set and reinforce performance expectations across the team; address performance issues directly and constructively • Build a culture that is accountable, collaborative, and mission-driven — where high performers want to stay and grow, and where leaders support their teams while holding them to outcomes • Proactively address attrition through onboarding improvements, career pathways, manager coaching, and leadership development • Manage hiring for the BHCM team, including defining criteria, running structured processes, and building the team Protocol needs at each stage of growth • Partner closely with Clinical Leadership, Finance, and the leadership team to ensure care delivery performs against clinical and operational goals • Support client and partner relationships as an operational leader — participating in performance reviews and ensuring delivery aligns with expectations and commitments • Ensure performance and outcomes reporting is delivered accurately and on time • Partner with the Operations team to surface operational needs and prioritize technology improvements that support the BHCM team • Partner with Product & Engineering to surface operational needs and prioritize technology improvements that support the BHCM team

🎯 Requirements

• 8+ years of experience in behavioral health or clinical operations, including meaningful time leading teams of care managers, care coordinators, or similar clinical staff in a virtual or hybrid environment • Demonstrated track record of building high-performing teams — including the processes, structures, and culture that drive both outcomes and retention • Experience managing leaders, not just individual contributors — you know how to develop Lead-level team members and hold them accountable for their own team's performance • Strong operational and financial instincts: you can build a performance framework, manage to a budget, and translate data into clear action for your team • Comfort working in a fast-moving, early-stage environment where the infrastructure is still being built and your scope will expand as Protocol grows • Clear, direct communicator — with your team, with clinical and operational stakeholders, and with external partners • Degree in counseling, social work, psychology, or a related behavioral health field preferred; equivalent experience will be considered.

🏖️ Benefits

• Health insurance • Flexible work arrangements • Professional development opportunities