Director, Care Operations Jobs

Who We Are
Founded in 2015, TimeDoc Health is a leader in virtual Chronic Care Management (CCM) for healthcare providers - one of the largest new markets in healthcare. We enable providers to deliver truly continuous, comprehensive care by helping them establish care management programs for patients with chronic and behavioral health conditions. Our solution combines a care management SaaS platform, remote patient monitoring devices, and digital care management services to provide the personal touch often missing in healthcare. We have scaled our platform to over 50,000 enrolled patients and have set a goal to reach one million patients by the end of 2025. Are you ready to have a huge impact on thousands of patients' lives? Apply now to get started! #BecomingATimeDoctor
Who You Are
You are a motivational leader with a track record of delivering high-quality, best-in-class patient care. You are responsible for driving attainment of TimeDoc's patients service goals through the direction and oversight of the Clinical Operations team. You are a relationship builder, a collaborator and an executor. You are passionate about delivering patient centric care and you love to develop leaders. You thrive in a dynamic, fast-paced, team-oriented and remote environment and are dedicated to developing a thriving culture.
The following describes you and what you are looking for in your career:

• An effective communicator: You write and speak clearly, concisely and with a spirit of partnership. You actively inform and inspire your messaging.
• Collaborative: You love teamwork. Your colleagues love having you on the team. You work well across functions and groups.
• Results and performance driven: You assume personal ownership and accountability for business results and solutions; consistently deliver results that meet/exceed expectations; make the patients and providers central to all thinking; keep the focus on driving patients and providers value.
• Strategic: You think about the big-picture and focus on what really matters. You believe impact is more important than activity. You remain attentive to long-term goals in a busy day-to-day environment.
• Patient and provider focused: You start with the patient and client and work backwards. You invest time and energy to understand the patient's and client's needs, then tie all your activities directly to fulfilling those needs.
• Data driven: You use data to understand drivers of business success and client value.

The Ideal Candidate Demonstrates The Following Core Competencies

• Business Process Design. Understands how to analyze and define business processes; identifies opportunities to improve business processes to better meet objectives; effectively implements new business processes.
• Courageous Leadership. Not afraid to speak up and ask tough questions, and are comfortable making big decisions.
• Driving Change. A change agent. Ability to bring about strategic change to meet the goals of the organization.
• Driving Execution. Follows through on commitments and obligations, leading others to achieve expected results every time, on-time.
• Business Acumen. Knows how different businesses make money; is knowledgeable in current and possible future policies, practices, and technology; is aware of how a variety of strategies and tactics work in the marketplace.
• Accountability. Demonstrates ownership, commitment and follow through in achieving results.
• Agility. Able to manage and switch priorities effectively.
• Emotional Intelligence. The capacity to recognize your own feelings and those of others, for motivating others, and for managing emotions effectively in ourselves and others.
• Inclusivity. Generate collaborative solutions through placing high value on diverse backgrounds and perspectives.
• Proactive and Clear Communication. Inform and influence others in a clear, concise and timely manner.
• Developing Others. Share knowledge, skills or expertise with others in order to develop them into stronger performers and leaders.

The Role: In a Nutshell
Reporting directly to the COO, the Director of Clinical Operations is responsible for driving attainment of TimeDoc's patients service goals through the direction and oversight of the Care Team. Key to this role is being able to lead, inspire and build a high-performing team and attracting, mentoring and retaining top talent. The Director of Clinical Operations will partner with the Clinical Strategy Team to refine existing and develop new protocols for TimeDoc's solutions and partner with our Workforce Management department to optimize the performance and productivity of the Care Team.
Responsibilities
Care Team Management

• Collaborate with leadership on business and financial planning for the organization.
• Lead, inspire and build a high-performing Care Leadership Team.
• Together with the SVP, Operations and the People team, define career paths and compensation for Clinical Operations staff, to provide internal growth and build future leaders.
• Provide strategic direction to the Care Team.
• Define performance expectations and methods for measuring and communicating performance to Clinical Operations including owning OKRs, reports, termination decisions, etc.
• Attract and mentor talented Clinical staff.
• Oversee the daily operations of the Care Team, ensuring high quality patient-centric care is being delivered and patients service goals are met.
• Serve as Hiring Manager for Care Team functions - defining the target candidate profile, score card and job description; working with TA to source, interview and hire Care Team staff.
• In partnership with the Chief People Officer, develop and implement strategy to meet CC attrition goals.

Staff Planning, Efficient Onboarding and Workforce Management for Patient Care Services.

• Build and maintain forecasting models to accurately predict Care Coordinator staffing.
• Partner with the workforce management department for TimeDoc's Care Coordinators to ensure that we maximize the utilization of our teams.
• Work cross-functionally to optimize productivity and NPS for TimeDoc solutions, using data driven insights.

Process Development and Training/Implementation

• Support ideation and implementation of new clinical processes.
• In partnership with the Clinical Strategy Department, refine existing and develop new protocols around clinical products such as BHI, RPM, and future products.
• Partner with the L&D and HR teams to optimize onboarding and training for Clinical Operations staff.
• Work with practices developing new TimeDoc updates/updated rules and protocols to implement new technologies and/or TimeDoc product updates.

Change management and communication

• Help lead and implement changes relevant to delivering best in industry patient care.
• Take responsibility for ensuring all relevant changes are communicated to the Care Team and that proper training and support is provided.
• Sit on the Clinical Change Management Committee (CCMC) and weigh in on change decisions.

Requirements

• Excellent communication and interpersonal skills.
• Integrity and value-based actions; lives the TimeDoc tenants and inspires others to do the same.
• Ability to adapt and lead through changing priorities.
• Knowledgeable about best practices in clinical design and delivery.
• 5+ years experience with forecasting, scheduling and capacity planning.
• Change management skills.
• Inspiring leader who is adept at attracting, motivating and retaining top talent.
• Proven track record of leading high-performing, remote care teams through growth and change.
• Active healthcare license or certificate.
• Work with a sense of urgency.
• Strong execution skills. Achieves expected results on time.
• Bachelor's Degree required.
• Ability to thrive in a fast-paced environment.
• 10+ years' experience in the telehealth space, ideally in CCM and RPM.
• Active listening and anticipation skills.
• Collaborative. Skilled at working across functions to deliver results.
• 7+ years direct leadership experience.

Accountabilities

• Patients serviced per hour (WEP) and efficiency of Care Coordination Services
• Care Coordinator, Team Lead, MCM, WFM retention

We Offer

• A great place to build a career - As TimeDoc grows, we are committed to promoting from within
• A passion for the intersection of the worlds of medicine and tech
• Evergrowing benefits - health, dental, PTO, paid holidays, floating holidays, 401K, phone/internet reimbursement, and much more coming soon!
• A culture that will have you coming back for more - From online spirit week, to chat rooms filled with cake recipes, we've built a vibrant community that allows workers to connect on a personal level both in-person and from their home offices.
• A team of TimeDoctors that believe in the GROwth mindset - Grit: having a passion & perseverance for long-term goals; Results: focusing on delivering tangible results for our patients, clients, and business; Openness: providing our employees with an environment that is transparent and open in communication.
• A mission that you can believe in - helping keep patients healthy and out of the hospital is why we do what we do.

TimeDoc Health is an Equal Opportunity Employer. TimeDoc Health does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.