Director of Clinical Operations

Carewell is launching Carewell Care Services, a new division delivering Medicare-reimbursed care coordination starting with Patient Illness Navigation and 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.

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

What you’ll own

1) Clinical Delivery Strategy from 0→1

• Define the clinical delivery model and strategy
• Define program requirements and translate them into repeatable care workflows the team can execute that 
• 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 clinical operations playbooks for care coordination delivery
• Define operational roadmap of how to move from pilot to production-readiness

2) Build the Care Team Model & Hire

• 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
• Work with HR on the hiring, training, and onboarding process
• Create onboarding and training materials for care team members (fast + repeatable)

3) Lead Care Team Operations & Continuous Improvement

• Stand up and run the daily clinical operations for care coordination delivery
• Own ongoing coaching, calibration, and performance improvement
• Operate a controlled pilot with volume caps and learning loops
• Track and improve key delivery metrics

4) 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

5) Systems & Tooling Readiness 

• Define what the clinical team needs in the workflow/tools to execute
• Ensure documentation, time capture, tasking, and audit trails work in production
• Help define the “minimum viable clinical ops stack” for launch

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

What success looks like in this role

• A clinical delivery model that works in production
• Building and leading a high performing clinical ops team from the ground up
• Weekly supervision + QA cadence running reliably
• Audit-ready documentation completeness above threshold, with clear pass/fail gates
• Care delivery metrics defined, tracked, and improved over time

What you’ll bring

• Education: Bachelor’s degree in Health Administration, Registered Nursing, or a related field.
• People Leadership: 8+ years in operations leadership (managing teams of 4+), including 5+ years in healthcare.
• Clinical Delivery: Experience driving clinical delivery for care coordination/care navigation programs or CMS FFS programs.
• 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

Location note: Carewell is not currently hiring or accepting applications from residents of California. Applications from individuals residing in California will not be considered for this role.