Senior Director, Clinical Operations

🔥 11 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏥 Clinical Operations

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TailorCare

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

⚕️ Healthcare Insurance

Healthcare • Healthcare Insurance

TailorCare is a healthcare company that specializes in providing personalized care solutions for patients with musculoskeletal (MSK) issues, such as joint, back, and muscle pain. It empowers patients by connecting them with specialists, coordinating appointments, and assisting in treatment decisions. TailorCare uses a patient-centered approach, featuring Clinical Navigators who are licensed physical therapists, to support patients throughout their care journey. They collaborate closely with primary care providers, specialty care providers, and payers to deliver evidence-based treatment options that optimize health outcomes and enhance the patient experience.

📋 Description

• Set, own, and cascade team OKRs; translate functional strategy into operating plans and drive measurable targets • Own the strategy, operational direction, and business objectives of the Clinical Navigation operation • Set the team’s strategic vision and longer-term operating model as TailorCare scales • Manage the function’s budget, resourcing, and prioritization decisions • Drive collaboration between Digital Solutions and Clinical Strategy to operationalize new clinical models and digital solutions • Own end-to-end contact center performance, including staffing, forecasting, capacity planning, scheduling, and real-time queue management • Set and monitor service-level and clinical quality standards • Build escalation pathways for complex clinical and operational issues • Partner with Central Operations and Performance Excellence on workforce management, contact-center tooling, quality, and audits • Own operating rhythm, capacity and workforce planning, SOP execution, and readiness for new market and payer launches • Ensure smooth handoffs and continuous patient experiences across the care journey • Own the team’s technology stack, including dialer/CRM, telehealth platforms, and documentation systems; pilot and scale AI-enabled tools and digital workflows • Ensure compliance with clinical protocols, documentation standards, and regulatory requirements • Directly manage and develop managers leading Clinical Navigation and care teams • Indirectly lead the broader Clinical Navigation organization and hold managers accountable for execution • Own workforce management and succession planning; mentor emerging leaders • Own KPI frameworks connecting operational performance to clinical outcomes and business impact • Build dashboards for real-time team, program, enterprise OKR, and client-facing performance visibility • Partner with Analytics and Performance & Strategy to identify performance gaps and implement operational changes • Represent Clinical Operations in client conversations, executive briefings, and cross-functional planning • Perform other duties as assigned

🎯 Requirements

• Bachelor's degree required; advanced degree (MBA, MHA, or related) preferred • 10+ years of progressive experience in healthcare or clinical operations, contact/call center leadership, or business operations, including within value-based care, digital health, or population health settings • 5+ years leading leaders, including managing managers or multi-layered teams, with a demonstrated track record of driving organizational change • Advanced business and operational acumen, including the ability to build and run an operations function to measurable targets, own OKRs, and drive teams to achieve them • Demonstrated experience running a high-volume, telephonic/virtual contact-center-style operation, including staffing, forecasting, capacity planning, and service-level management • Experience owning a budget and making resourcing and prioritization decisions with significant autonomy • Strong data and analytics acumen; ability to build and use 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 • Excellent communication skills and experience leading through influence across clinical, non-clinical, internal, and executive audiences • Comfortable operating in ambiguity and scaling systems within a fast-growing startup environment • Ability and willingness to travel up to 10% for onsite meetings, team collaboration, and company events • Active clinical licensure (PT, RN, or equivalent) is a plus, not required

🏖️ Benefits

• Meaningful work with opportunities to positively impact patients • Remote-first work environment with options for a hybrid work model in Nashville • Generous paid time off (PTO) and holiday plans • Paid parental leave • Flexible and autonomous work-life balance • Medical, dental, vision, life, and disability insurance from Day 1 • Wellness resources • Employer HSA contribution • 401k plan with employer matching • Inclusive and collaborative work environment

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