Director, Virtual Care Operations

K Health

Director of Virtual Care Operations overseeing operations and driving service quality in a healthcare organization. Leading a large team and optimizing care delivery processes.

Posted 5/31/2026full-timeNew York City • New York • 🇺🇸 United StatesLead💰 $160,000 - $200,000 per yearWebsite

About the role

Key responsibilities & impact

Lead day-to-day operations for a large virtual care support organization, including Care Concierge, patient support workflows, and provider coordination
Ensure patients and providers successfully connect for scheduled virtual visits with minimal friction
Monitor and improve operational KPIs including SLAs, wait times, abandonment rates, staffing efficiency, productivity, quality, and patient experience
Identify operational bottlenecks and implement scalable solutions to improve efficiency and service delivery
Build operational processes that can scale across multiple partners and clinics
Partner closely with Workforce Management teams on staffing models, forecasting, scheduling, and intraday management
Drive continuous optimization of labor utilization and operational costs while maintaining service quality
Use data and operational insights to make staffing and workflow recommendations
Establish clear operational cadences, escalation pathways, and accountability structures
Lead and develop a large operations organization of approximately 80 team members through managers and team leads
Coach and support frontline leaders in performance management, employee engagement, and team development
Build a high-accountability, high-performance culture while maintaining strong employee experience
Help create organizational structure and processes that support scale and growth
Partner with Product and Engineering teams to improve operational tooling, workflows, and automation opportunities
Collaborate with Clinical teams to improve provider experience and operational effectiveness
Support launches of new clinics, partners, and operational initiatives
Communicate operational performance, risks, and recommendations clearly to senior leadership

Requirements

What you’ll need

8+ years of operations experience, preferably in healthcare, call center/customer support, healthcare operations, or other high-volume service environments
4+ years of people management experience leading large teams through managers
Experience managing operational KPIs and service-level metrics in a fast-paced environment
Strong analytical and problem-solving skills with the ability to make data-driven decisions
Experience building and improving operational processes at scale
Excellent communication and stakeholder management skills
Ability to operate both strategically and hands-on when needed.

Benefits

Comp & perks

Hybrid work schedule with weekly lunches and stocked fridges
Monthly social committees for company events
18 vacation days, 9 company holidays, 5 sick days, and 2 personal days
Stock options for every full-time employee
Paid parental leave
401k benefit
Commuter Benefits
Competitive health, dental, and vision insurance options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

operations managementKPI managementdata analysisprocess improvementstaffing modelsworkflow optimizationperformance managementemployee engagementservice-level metricsautomation

Soft Skills

leadershipcommunicationproblem-solvinganalytical skillsstakeholder managementteam developmentorganizational skillsstrategic thinkingcoachinghigh-performance culture