[Remote] Director of Clinic ICM Operations

Note: The job is a remote job and is open to candidates in USA. One to One Health is a mission-driven organization focused on transforming healthcare access and outcomes. The Senior Director, Clinic ICM Operations will own the operational processes that enhance patient care engagement and clinical quality through the Intelligent Care Manager platform, ensuring effective workflows and team management.ResponsibilitiesDefine and own the operating model — scope, workflows, service standards, escalation pathways, turnaround expectations — with risk stratification built in so effort flows to the highest-need patients firstOperationalize inbound support, outbound outreach, scheduling, referrals, follow-up, and care-loop closure generated through ICMRebuild and expand the centralized call center into a unified function spanning inbound access and ICM-driven outbound workTranslate clinical and contractual targets into staffing, workflows, daily prioritized work queues, and operating cadenceBuild reporting, dashboards, and playbooks that tie daily inputs to outcome and guarantee performanceAlign outreach and scheduling with real clinic capacity to improve access without overwhelming operationsContinuously optimize workflows, staffing, and standardsOrganize, lead, and develop the team, making the most of existing resources and scoping additions as volume and complexity growDefine priorities, performance expectations, and accountability tied to the outcomes aboveCarry insight back to the clinics — explain the *why* to clinicians and operationalize their efforts toward the targetsKeep VPs and executive leadership informed early and clearly, flagging risks to outcomes before they become problemsLead cross-functional change management across Clinic Ops, Virtual Ops / TextCare, Navigation, and Data AnalyticsDevelop future-state org design as the department maturesSkills7+ years experience in healthcare operations or a technology-enabled function supporting clinical workflows, including translating complex clinical and business requirements into executable processesTrack record delivering against measurable outcomes — engagement, quality measures, or contractual guarantees — not just managing processAnalytical orientation with experience building dashboards, KPIs, and operational reportingProven ability to hold an outcome line across teams that don't report to them, influencing clinical and operational partners toward targetsCredible with C-suite stakeholders while remaining hands-on during the buildStrong operational design: workflow development, escalation models, risk stratification, performance managementCross-functional execution experience across clinic and centralized teams in a fast-moving environmentDemonstrated experience building or transforming a function — defining scope, standing up workflows, hiring and leading a teamExcellent organizational and analytical skillsStrong sense of professionalism and customer serviceProficiency in relevant software and technology systemsAbility to travelAbility to read, write, and communicate the English languageAbility to effectively communicate both orally and in writingAbility to follow written or verbal step-by-step instructionsAbility to concentrate, think, and learnAbility to hear, see, sit, stoop, kneel, crouch, reach, lift, push and pullExperience in value-based care, population health, care management, or employer-sponsored onsite/near-site clinicsFamiliarity with quality and adherence frameworks (e.g., HEDIS, Star Ratings, medication adherence measures)Experience with outreach operations, patient engagement, scheduling support, or high-risk patient prioritizationExperience with call center, navigation, or virtual care operationsFamiliarity with workforce management and staffing modelsExperience working with clinical or operational systems and supporting technology-enabled workflow transformationBenefitsCompetitive benefits and paid time offOpportunities for growth and professional developmentCompany OverviewOne to One Health is a health management company that provides wellness services. It was founded in 2013, and is headquartered in Chattanooga, Tennessee, USA, with a workforce of 201-500 employees. Its website is https://onetoonehealth.com.