Senior Director, Clinician Operations (Telehealth)

Location: Remote; work from anywhere in LATAM and the Philippines. Work schedule: EST with significant overlap with U.S. Eastern business hours, Monday–Friday.

Salary: Competitive, based on experience and skills.

Company

Connects highly qualified candidates with startups in the US and EU, including a client operating a fully online telehealth mental health practice.

What you will do

• Own the clinician lifecycle from post-hire handoff through onboarding, caseload ramp, ongoing support, and offboarding.
• Run high-volume intake, triage, escalation, SLA, backlog, and aging-management workflows.
• Own operational KPIs, including service levels, resolution times, productivity, capacity, staffing, and clinician retention.
• Build the clinician operations team, establish performance standards, and allocate resources across workstreams.
• Create SOPs, playbooks, scorecards, dashboards, and executive reporting for scalable operations.
• Lead workflow automation, UAT, change management, and corrective actions based on root-cause analysis.

Requirements

• 7+ years of progressive operations leadership, including management of managers or multi-person operational teams.
• Experience owning operational KPIs, workforce planning, staffing forecasts, backlog reduction, and retention metrics for distributed or remote teams.
• High-volume support operations experience with intake, triage, escalations, SLAs, and ticketing or workflow systems.
• Documented process-improvement results through SOP creation, workflow redesign, and playbook development.
• Hands-on experience with platforms such as Salesforce, Zendesk, HubSpot, Monday.com, Asana, Airtable, Looker, Power BI, or Tableau.
• C1+ English required for executive-level communication with US-based leadership.

Nice to have

• Healthcare, behavioral health, telehealth, medical group, MSO, or health plan operations experience.
• Experience with provider onboarding, credentialing, intake operations, revenue cycle collaboration, or multi-state licensure.
• Experience scaling provider, clinician, or contractor networks from approximately 100 to 300+ people.
• Experience introducing automation or AI tools into non-technical operational workflows.

Culture & Benefits

• Fully remote work with a globally distributed professional network.
• Recognition for maintaining CRM hygiene and submitting reports on time.
• Generous paid time off according to company policy.
• HMO coverage after three months for full-time employees based in the Philippines.
• Direct mentorship and ongoing learning and development resources.

Hiring process

• Application and screening.
• Skills assessment and topgrading interview.
• Client interview, job offer, and client onboarding.