Scene Health

Operations

• Develop and articulate a clear vision for clinical operations that aligns with organizational goals for quality, patient outcomes, asynchronous video engagement, innovation, and operational performance.
• Lead the strategy and execution for Scene’s clinical operations, ensuring the program consistently meets or exceeds Scene’s Engagement Standards across all patient-facing video interactions.
• Own the evolution of how asynchronous video is used to engage and retain patients, identifying opportunities to innovate, test, and scale new engagement approaches that improve adherence and continuity of care.
• Establish, operationalize, and enforce clinical standards, protocols, and workflows that define high-quality asynchronous video engagement and care delivery.
• Translate strategic goals into actionable operating plans, team structures, staffing models, and performance expectations.
• Partner closely with internal stakeholders (e.g., Enrollment, Customer Success, Growth, Product) to ensure clinical programs are launched, optimized, and scaled with operational excellence.
• Serve as a clinical voice in product and workflow design, recommending enhancements that improve team efficiency, video quality, and patient experience.
• Represent the team and the company at external meetings or events.
• Lead, mentor, and grow a diverse clinical team—including nurses, pharmacists, health coaches, and support staff—while fostering a mission-driven, patient-first culture.
• Build and implement performance management frameworks that explicitly measure the quality and effectiveness of asynchronous video engagement, including clarity of communication, empathy, adherence support, and clinical accuracy.
• Set clear expectations for how clinicians show up on video and coach teams to continuously improve engagement techniques, holding individuals accountable to Scene’s Engagement Standards.
•Provide regular, structured feedback and coaching to ensure individuals and teams are meeting expectations.
• Partner with supervisor and human resources to design and execute training, hiring strategies, competency assessments, and succession plans that support team growth and retention.
• Own patient engagement and retention KPIs.
• Oversee staffing models, scheduling, and coverage to ensure service levels, turnaround times, and engagement and retention targets are consistently met.
•Implement and maintain rigorous QA programs that evaluate clinical quality, protocol adherence, and video engagement effectiveness across all programs.
• Monitor performance in real time; identify engagement, quality, or compliance gaps and implement corrective action plans quickly and consistently.
• Standardize SOPs, escalation pathways, and workflows to create clarity and reduce variability in clinical delivery.
• Ensure accurate and timely documentation of services to support billing, reporting, and compliance.
• Use operational platforms (e.g., Salesforce, Talkdesk, Scene’s platform) to monitor performance, track KPIs, and inform decision-making.
• Analyze performance data to identify trends, opportunities for engagement innovation, and areas requiring targeted intervention, training, or workflow redesign.

Director of Clinical Engagement – Operations