Director of Care Operations

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

⚙️ Operations

👻 Ghost score 10%

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TimeDoc Health

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

🏥 Healthcare

☁️ SaaS

🤝 B2B

💰 $48.5M Series B - TimeDoc Health on 2022-03

Healthcare • SaaS • B2B

TimeDoc Health is a tech-enabled chronic care management and virtual care company that helps healthcare organizations deliver care management programs at scale. They provide integrated solutions for chronic care management, remote patient monitoring, behavioral health monitoring and advanced primary care management, with close EHR integration, care coordination services, and automation (e. g. , pushing vitals into charts and automating billing). TimeDoc partners with community health centers, medical groups, health systems and health plans to support virtual, whole-person care and improve patient engagement, outcomes, and revenue capture under Medicare programs.

📋 Description

• Lead, inspire, and build a high-performing care leadership layer of Managers and Team Leads • Own day-to-day performance of the front-line care delivery organization across CCM, RPM, BHI, and APCM • Coach leaders and own span of control and leadership bench depth • Ensure consistent one-on-one, coaching, and performance cadences across teams • Serve as hiring manager for Care Operations functions • Define performance expectations and methods for measuring and communicating performance • Execute Team Lead and Care Coordinator performance plans consistently • Define career paths and compensation with Operations and People leadership • Serve as the face of clinical delivery for existing and prospective clients • Lead client business reviews, escalation response, and renewal or expansion preparation • Own WEP/hr attainment and program-level productivity across CCM, RPM, BHI, and APCM • Administer the Care Coordinator incentive plan and monitor for unintended behavior • Own RPM alert and exception management execution • Own front-line retention, especially first-60-day exits and regretted attrition • Partner on onboarding, nesting, continuing training, forecasting, scheduling, staffing requirements, schedule adherence, and shrinkage discipline • Own operational execution and governance of practice SOPs, protocols, mandatory reporting, safeguarding, HIPAA-compliant communication, and QA • Partner with Clinical Strategy to develop and refine clinical protocols • Lead change management, operational communications, technology readiness, client implementations, and platform rollouts • Track productivity, retention, quality, compliance, service delivery, client relationships, and leadership capability accountabilities

🎯 Requirements

• Proven track record of leading high-performing, remote or distributed care or service teams at a scale of 100 or more front-line staff, through growth and change • Inspiring leader adept at attracting, motivating, and retaining top talent • 8 or more years in healthcare operations, virtual care, or care management delivery, with meaningful exposure to CCM and RPM • 5 or more years of direct leadership experience, including leading leaders • 3 or more years in a high-volume contact center or telephonic service environment • Working fluency in adherence, occupancy, shrinkage, and handle time metrics • Experience representing an operational or clinical function directly to external clients, including business reviews, escalations, and sales support conversations • Experience with forecasting, scheduling, and capacity planning • Demonstrated ownership of a productivity or efficiency metric with real financial consequence • Experience operating in a regulated environment, with practical understanding of HIPAA and documentation standards supporting billable clinical services • Comfort working across multiple EHR platforms and with BI/reporting tools, a cloud contact center platform, and an HRIS • Fluency with a BI tool for self-service analysis • Knowledge of best practices in care delivery design • Change management, communication, interpersonal, execution, active listening, and adaptability skills • Bachelor's degree required • Active RN license preferred • Equivalent clinical licensure or substantial experience leading clinical care delivery teams will be considered • Willingness and ability to travel for client-facing engagements as needed

🏖️ Benefits

• Health insurance • Dental insurance • PTO • Paid holidays • 401K • Promotion-from-within opportunities • Vibrant community and opportunities to connect with coworkers in person and from home offices