Director of Clinical Operations

Are you an impact-driven problem solver who is passionate about making a difference in the lives of others while contributing to a successful business? Join Carewell and be a part of a team that creates impactful solutions for caregivers and their unique challenges. We're looking for hardworking individuals committed to raising the bar and striving for impact, scalability, and simplicity. Build your career with Carewell, a category-defining business dedicated to making caregiving easier.

Carewell is launching Carewell Care Services, a new division delivering Medicare-reimbursed care coordination starting with Patient Illness Navigation / Community Health Integration (and expanding later).

We’re hiring a Director of Clinical Operations to build and run the clinical operating system: staffing, supervision, documentation quality, escalation, and day-to-day delivery performance. This person ensures we can scale safely, compliantly, and profitably—without breaking clinical quality. Previous experience in care coordination, patient illness navigation, and community health integration are a must for this role.

This is not a “policy-only” role. It’s an execution + workflow role.

• Location: Remote (US) / Miami preferred

• Start: ASAP

• Type: Full-time, part-time, or contract-to-hire

What you’ll own

1) Clinical Delivery Operations (0→1 launch)

• Stand up and run the daily clinical operations for PIN/CHI delivery

• Translate program requirements into repeatable care workflows the team can execute, which

• Promote healthy PIN/CHI enrollment

• Ensure billability and compliance

• Clearly define what care tasks require re-attestation

• Clearly support documentation requirements and incident-to billing rules

• Provide clinical guidelines to decline enrollment, graduate patients, etc.

• Ensure oversight cadence is clinically appropriate and operationally feasible

• Build “day in the life” playbooks for care coordination delivery

2) Care Team Model + Supervision

• Define the care team structure (pods, roles, coverage)

• Own supervision ratios and operating cadence (case reviews, QA, coaching)

• Ensure clear scope-of-practice boundaries across all staff

3) Documentation Quality + Audit Readiness

• Ensure billing-ready documentation is completed correctly every time

• Build QA routines (weekly sampling, completeness scoring, corrective actions)

• Partner with Compliance + RCM support to prevent leakage/denials caused by ops errors

4) Pilot Execution + Continuous Improvement

• Operate a controlled pilot with volume caps and learning loops

• Track and improve KPIs:

• minutes delivered per member

• engagement + drop-off points

• documentation completeness

• time-to-first-touch and ongoing touch cadence

• escalation volume + resolution time

5) Training + Onboarding

• Create onboarding and training for care team members (fast + repeatable)

• Own ongoing coaching, calibration, and performance improvement

6) Clinical Escalations + Safety Protocols

• Define escalation pathways (urgent, safety, abuse/neglect, BH red flags)

• Ensure escalation response SLAs are met

• Partner with medical oversight as needed for care plan interpretation

7) Systems + Tooling Readiness

• Define what the clinical team needs in the workflow/tools to execute

• Work with Product & Engineering to ensure the workflows are productized accurately

• Ensure documentation, time capture, tasking, and audit trails work in production

• Help define the “minimum viable clinical ops stack” for launch

What success looks like in this role

• A clinical delivery model that works in production

• Weekly supervision + QA cadence running reliably

• Documentation completeness above threshold, with clear pass/fail gates

• A trained care team operating against defined workflows

• Pilot delivery metrics stable enough to inform staffing + unit economics

What you’ll bring

• Education: Bachelor’s degree in Health Administration, Registered Nursing, or a related field.

• Experience: 8+ years in operations leadership, including 5+ years in healthcare or clinical settings.

• Experience with care coordination/care navigation programs (Patient Illness Navigation, Community Health Integration).

• Operational Proficiency: In-depth experience with workflow design, putting together operating playbooks and performance systems to drive operational efficiency in clinical environments. Working closely with product/engineering teams to operationalize workflows.

• 0 - 1 Experience: Experience building virtual delivery programs efficiently from the ground up in a high growth, ambiguous environment.

• Healthcare Background: Knowledge of healthcare compliance and regulatory standards (e.g., HIPAA, OSHA).

• Leadership and Communication: Demonstrated ability to lead high-performing teams in fast-moving & remote/distributed environments. A collaborative leader who inspires multidisciplinary teams with empathy and clarity, drives alignment toward shared goals, and communicates effectively with stakeholders at all levels.

• Results-driven: Proven track record of driving large scale service operations, delivering on KPIs with a high sense of urgency and service orientation, naturally relentless in overcoming barriers with speed and quality.

• Strategic and Analytical Mindset: Skilled in leveraging data analytics to identify trends, measure performance, and inform organizational strategy and OKRs.

• Commitment to Equity: Passion for embedding equity, accessibility, and inclusivity into all aspects of clinical operations.

Preferred Qualifications

• A master’s degree (MBA, MPH, or MHA)

• Experience in healthtech startups

• Experience with Medicare reimbursed programs (CCM, TCM) and/or MA populations and/or longitudinal care models

What we offer

• Competitive compensation

• Health, Dental, and Vision insurance

• Short-term Disability and Life Insurance (100% employer-sponsored)

• Long-term Disability

• Supplemental Life Insurance (employee-sponsored)

• 401(k) Retirement Plan

• 100% Remote

• Generous paid time off and 6 paid holidays

• Employee discount

About Carewell

Carewell is a category-defining business that is dedicated to providing the most trusted and reputable retail source for caregiving products. Our vast selection of expert-vetted products includes incontinence supplies, wound care, nutrition, mobility aids, and more, all available at the best prices with fast, reliable shipping. We are proud to have been recognized as one of the fastest-growing companies in the US, ranked on the Inc. 5000, and named one of the most customer-centric companies in the world by Forbes in 2022. At Carewell, we understand the importance of caregiving, and we strive to provide the highest quality products to help caregivers provide the best care possible for their loved ones.

As the number of older adults in the US grows, the need for caregiving solutions will only increase. By joining Carewell, you will have the opportunity to work in a space that is constantly evolving, with new challenges and opportunities for growth. We are committed to being architects of our own success, always striving to improve our teams, partnerships, and solutions to ensure impact, scalability, and simplicity. As a member of our team, you will have the opportunity to collaborate with like-minded individuals, using customer insights, data, research, and feedback to make decisions and create the most effective solutions. If you are ready to join a team of dedicated individuals who are committed to making a difference in the world, Carewell is the place for you.

Learn more about us in the Carewell Newsroom.