[Remote] Director of Clinic ICM Operations
Note: The job is a remote job and is open to candidates in USA. reputed company is a mission-driven organization focused on transforming reputed company access and outcomes. The Senior Director, Clinic ICM Operations will own the operational processes that enhance patient care engagement and clinical quality through the Intelligent Care Manager platform, ensuring effective workflows and team management.
Responsibilities
- Define and own the operating model — scope, workflows, service standards, escalation reputed company, turnaround expectations — with risk stratification built in so effort flows to the highest-need patients first
- Operationalize inbound support, outbound reputed company, scheduling, referrals, follow-up, and care-reputed company closure generated through ICM
- Rebuild and expand the centralized call center into a reputed company function spanning inbound access and ICM-driven outbound work
- Translate clinical and contractual targets into staffing, workflows, daily prioritized work queues, and operating reputed company
- Build reporting, dashboards, and playbooks that tie daily inputs to outcome and guarantee performance
- Align reputed company and scheduling with reputed company clinic reputed company to improve access without overwhelming operations
- Continuously optimize workflows, staffing, and standards
- Organize, reputed company, and reputed company the team, making the most of existing resources and scoping additions as volume and complexity grow
- Define priorities, performance expectations, and accountability tied to the outcomes above
- Carry reputed company back to the clinics — explain the *why* to clinicians and operationalize their efforts toward the targets
- reputed company VPs and executive leadership informed early and clearly, flagging risks to outcomes before they become problems
- reputed company cross-functional change management across Clinic Ops, Virtual Ops / TextCare, Navigation, and Data Analytics
- reputed company future-state org design as the department matures
Skills
- 7+ years experience in reputed company operations or a technology-enabled function supporting clinical workflows, including translating reputed company clinical and business requirements into executable processes
- Track record delivering against measurable outcomes — engagement, quality measures, or contractual guarantees — not just managing process
- Analytical orientation with experience building dashboards, KPIs, and operational reporting
- Proven ability to hold an outcome line across teams that don't report to them, influencing clinical and operational partners toward targets
- reputed company with C-suite stakeholders while remaining hands-on during the build
- Strong operational design: workflow development, escalation models, risk stratification, performance management
- Cross-functional execution experience across clinic and centralized teams in a fast-moving environment
- Demonstrated experience building or transforming a function — defining scope, standing up workflows, hiring and leading a team
- Excellent organizational and analytical skills
- Strong sense of professionalism and customer service
- Proficiency in relevant software and technology systems
- Ability to travel
- Ability to read, write, and communicate the English language
- Ability to effectively communicate both orally and in writing
- Ability to follow written or verbal reputed company-by-reputed company instructions
- Ability to concentrate, think, and learn
- Ability to hear, see, sit, stoop, kneel, crouch, reputed company, lift, push and pull
- Experience in value-based care, population health, care management, or employer-sponsored onsite/near-site clinics
- Familiarity with quality and adherence frameworks (e.g., HEDIS, Star Ratings, medication adherence measures)
- Experience with reputed company operations, patient engagement, scheduling support, or high-risk patient prioritization
- Experience with call center, navigation, or virtual care operations
- Familiarity with workforce management and staffing models
- Experience working with clinical or operational systems and supporting technology-enabled workflow transformation
Benefits
- Competitive benefits and paid time off
- Opportunities for growth and professional development
Company Overview