Clinical Operations

• Develop and execute the operational strategy for a national care delivery program, aligned with CCM, APCM, and VBC models
• Lead and grow a multi-layered clinical operations team (clinical managers, LPNs, MAs, care coordinators) to deliver efficient, high-quality, patient-centered care at scale
• Build and refine workforce planning models to meet growth and performance targets
• Partner with executive leadership to define success metrics, operational KPIs, and quality goals
• Partner with the Director of Service Delivery to ensure compliance with CMS regulations, HIPAA requirements, and other state and federal requirements
• Establish and monitor clinical quality assurance processes, escalation pathways, and continuous improvement loops to drive HEDIS/Stars measures
• Drive outcome performance across patient engagement, care plan adherence, documentation quality, and regulatory compliance
• Serve as a clinical escalation and decision-making authority for complex patient and operational issues
• Partner closely with Product and Engineering teams to shape the evolution of Phamily, ensuring platform design aligns with clinical workflows and operational priorities
• Translate frontline operational needs into product requirements, enhancements, and automation opportunities
• Collaborate with Client Success and Implementation teams to support client onboarding, program performance, and outcomes reporting
• Oversee daily operational performance while driving long-term process optimization and scalability
• Lead the design and deployment of standard operating procedures (SOPs), training programs, and quality frameworks
• Monitor and report on operational performance metrics, identifying trends and opportunities for improvement
• Build mechanisms to ensure consistency and accountability across distributed, remote clinical teams
• Support the creation of outcomes studies, leveraging internal data to demonstrate the clinical and economic impact of our programs
• Translate operational and clinical achievements into clear, credible narratives for external stakeholders
• Partner with Marketing, Growth, and Client Success teams to provide clinical input on case studies, white papers, and presentations
• Ensure that clinical excellence is not only delivered but also communicated effectively and strategically
• Lead, manage, and mentor clinical managers and team leads to build a strong, empowered, and mission-aligned team culture
• Invest in leadership development, performance management, and clear growth pathways for team members
• Foster a culture of operational excellence, innovation, and patient advocacy

Clinical Operations Leader

Manager, Clinical Operations

Consultant – Clinical Operations, Payer Provider Consulting

Unit Manager, Clinical Operations