Director of Clinical Operations

Carewell is launching Carewell Care Services, a new division delivering Medicare-reimbursed care coordination starting with Patient Illness Navigation / Community Health Integration (and expanding later). 

We’re hiring a Director of Clinical Operations to build and run the clinical operating system: staffing, supervision, documentation quality, escalation, and day-to-day delivery performance. This person ensures we can scale safely, compliantly, and profitably—without breaking clinical quality. Previous experience in care coordination, patient illness navigation, and community health integration are a must for this role. 

This is not a “policy-only” role. It’s an execution + workflow role.

• Location: Remote (US) / Miami preferred 
• Start: ASAP
• Type: Full-time, part-time, or contract-to-hire

What you’ll own

1) Clinical Delivery Operations (0→1 launch)

• Stand up and run the daily clinical operations for PIN/CHI delivery
• Translate program requirements into repeatable care workflows the team can execute, which 
• Promote healthy PIN/CHI enrollment 
• Ensure billability and compliance
• Clearly define what care tasks require re-attestation 
• Clearly support documentation requirements and incident-to billing rules
• Provide clinical guidelines to decline enrollment, graduate patients, etc.
• Ensure oversight cadence is clinically appropriate and operationally feasible
• Build “day in the life” playbooks for care coordination delivery

2) Care Team Model + Supervision

• Define the care team structure (pods, roles, coverage)
• Own supervision ratios and operating cadence (case reviews, QA, coaching)
• Ensure clear scope-of-practice boundaries across all staff

3) Documentation Quality + Audit Readiness

• Ensure billing-ready documentation is completed correctly every time
• Build QA routines (weekly sampling, completeness scoring, corrective actions)
• Partner with Compliance + RCM support to prevent leakage/denials caused by ops errors

4) Pilot Execution + Continuous Improvement

• Operate a controlled pilot with volume caps and learning loops
• Track and improve KPIs:
• minutes delivered per member
• engagement + drop-off points
• documentation completeness
• time-to-first-touch and ongoing touch cadence
• escalation volume + resolution time

5) Training + Onboarding

• Create onboarding and training for care team members (fast + repeatable)
• Own ongoing coaching, calibration, and performance improvement

6) Clinical Escalations + Safety Protocols

• Define escalation pathways (urgent, safety, abuse/neglect, BH red flags)
• Ensure escalation response SLAs are met
• Partner with medical oversight as needed for care plan interpretation

7) Systems + Tooling Readiness 

• Define what the clinical team needs in the workflow/tools to execute
• Work with Product & Engineering to ensure the workflows are productized accurately
• Ensure documentation, time capture, tasking, and audit trails work in production
• Help define the “minimum viable clinical ops stack” for launch

What success looks like in this role

• A clinical delivery model that works in production
• Weekly supervision + QA cadence running reliably
• Documentation completeness above threshold, with clear pass/fail gates
• A trained care team operating against defined workflows
• Pilot delivery metrics stable enough to inform staffing + unit economics

What you’ll bring

• Education: Bachelor’s degree in Health Administration, Registered Nursing, or a related field.
• Experience: 8+ years in operations leadership, including 5+ years in healthcare or clinical settings.
• Experience with care coordination/care navigation programs (Patient Illness Navigation, Community Health Integration).
• Operational Proficiency: In-depth experience with workflow design, putting together operating playbooks and performance systems to drive operational efficiency in clinical environments. Working closely with product/engineering teams to operationalize workflows. 
• 0 - 1 Experience: Experience building virtual delivery programs efficiently from the ground up in a high growth, ambiguous environment.
• Healthcare Background: Knowledge of healthcare compliance and regulatory standards (e.g., HIPAA, OSHA). 
• Leadership and Communication: Demonstrated ability to lead high-performing teams in fast-moving & remote/distributed environments. A collaborative leader who inspires multidisciplinary teams with empathy and clarity, drives alignment toward shared goals, and communicates effectively with stakeholders at all levels.
• Results-driven: Proven track record of driving large scale service operations, delivering on KPIs with a high sense of urgency and service orientation, naturally relentless in overcoming barriers with speed and quality.
• Strategic and Analytical Mindset: Skilled in leveraging data analytics to identify trends, measure performance, and inform organizational strategy and OKRs.
• Commitment to Equity: Passion for embedding equity, accessibility, and inclusivity into all aspects of clinical operations.

Preferred Qualifications

• A master’s degree (MBA, MPH, or MHA) 
• Experience in healthtech startups
• Experience with Medicare reimbursed programs (CCM, TCM) and/or MA populations and/or longitudinal care models

What we offer

• Competitive compensation
• Health, Dental, and Vision insurance
• Short-term Disability and Life Insurance (100% employer-sponsored)
• Long-term Disability
• Supplemental Life Insurance (employee-sponsored)
• 401(k) Retirement Plan
• 100% Remote
• Generous paid time off and 6 paid holidays 
• Employee discount