Remote Senior Director - Clinician Operations

Work From Anywhere in LATAM and the Philippines

Work Schedule: EST | Significant overlap with U.S. Eastern business hours (Monday–Friday)
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About the Client

A US-based telehealth mental health practice is looking for a Senior Director, Clinician Operations to own the non-clinical operations that support therapists from hire through onboarding, caseload growth, and offboarding.

The practice runs fully online with 100+ clinicians delivering around 7,000 therapy sessions a month, and is scaling toward 300+ clinicians while expanding into new states and adding new services. This is a build role: the seat reports to the COO and is responsible for the team, systems, and scorecards that make that growth possible, not for maintaining what already exists.
About the Role

Day-to-day, this role runs clinician lifecycle operations, support and escalation workflows, capacity and caseload planning, and the reporting layer that tracks it all. It works across recruiting, credentialing, intake, scheduling, people operations, and revenue cycle without owning those functions, and it does not provide clinical supervision or make treatment decisions. Success means faster clinician onboarding, fewer escalations, reliable service levels at 3x the current clinician volume, and manual processes replaced with documented, scalable systems.
Core Responsibilities
Clinician Lifecycle Operations

- Own the end-to-end clinician journey from post-hire handoff through onboarding, caseload ramp, ongoing support, and offboarding.

- Reduce time-to-first-session and time-to-full-caseload through workflow redesign.

- Build onboarding playbooks and SOPs that hold up as headcount scales past 300.

- Partner with recruiting and credentialing on clean handoffs and readiness dates.

Support & Escalation Management

- Run intake, triage, and escalation workflows for a high-volume clinician support function.

- Set and enforce SLAs for response and resolution times.

- Manage backlog and aging metrics to keep queues within target.

- Resolve recurring handoff breakdowns between operations, scheduling, and clinical leadership.

Performance & Metrics Ownership

- Own operational KPIs including service levels, resolution times, productivity, and clinician retention.

- Build and maintain scorecards for the operations team and its functions.

- Run capacity planning and staffing forecasts against session volume growth.

- Conduct root-cause analysis on service misses and drive corrective action.

Team Building & Leadership

- Hire, structure, and manage the clinician operations team as it scales.

- Set performance standards and run accountability cycles for direct reports and managers.

- Allocate resources across support, onboarding, and lifecycle workstreams.

Systems, Data & Automation

- Standardize work inside ticketing and workflow platforms.

- Build operational dashboards and reporting used by executive leadership.

- Eliminate manual processes through business process automation and tool rollouts.

- Lead UAT and change management for new systems and workflow launches.

Requirements

Must-Have

- 7+ years of progressive operations leadership, including managing managers or multi-person operational teams

- Direct ownership of operational KPIs — service levels, resolution times, capacity planning, backlog reduction, team productivity, and retention metrics

- High-volume support operations experience covering intake and triage, escalation management, SLA management, and ticketing or workflow systems

- Documented process improvement results such as reduced onboarding time, reduced escalations, improved service levels,