Director Of Operations, Clinical Services
CurrentCritical leadership for the clinical, relational, and technical aspects of building and growing a telehealth startup (now with more than $120 million in ARR). Responsibilities encompassing clinical process management, service line support and triage, provider and clinic advocate, internal and external SME on delivering telepsychiatry services, as well as budgeting and long term planning. Drives processes and leads the team that directly executes clinical programs which deliver quality outcomes to the patients and partners we serve. Significant contributions as a liaison and implementation resource for both psychiatrists and in/outpatient clinics. Strong relationship building and problem-solving successes. Defined and grew the role of Practice Mangers from two to fifteen in just over 4 years and maintain and aggregate 91% NPS satisfaction score with partners and providers. Defined, built, mentor and manage a team of 15 Clinical Operations Managers (Practice Managers) and their associated portfolios Direct accountability for Service Line growth and success for more than $100 million of ARR Authority for escalations on all Community/Ambulatory Outpatient services Create, develop, and direct new process, tools, procedures, and guidelines for clinical operations Create and refine processes to increase partner satisfaction overall Maintain high provider satisfaction and engagement while fostering operational efficiency and high productivity Mentoring and modeling for staff and cross-department collaboration Effectively collaborate with other departments including clinical hiring, medical staff services, sales, and IT Planning, staffing, and monitoring performance through financial and other key performance indicators Strong service orientation and problem-solving mindset Identify barriers to provider productivity and financial sustainability of a service line and facilitate de-escalations
