Vice President, Clinical Service Operations

About the Opportunity
The Vice President, Clinical Service Operations leads the operational engine driving the organization's virtual practice. This executive ensures clinical supply reliably meets member demand, establishes and governs the practice infrastructure that powers efficient care-team workflows, and holds full operational and financial accountability for daily practice operations.
Serving as the strategic operational counterpart to Care Team Operations—which establishes clinical standards, care quality, service levels, and health outcomes—this role ensures the foundational conditions for delivery are established: the right supply, structure, and cost, supported by reliable infrastructure. A central component of this role includes delivering the operational care team services required for enrollment, including onboarding visit completion, on-demand sensor support, human failover for automated processes, and supply-demand forecasting. The leader works closely with Care Team Operations, HR, Finance, and Product and Analytics, while directing the team responsible for practice operations and capacity readiness for new partner launches.
This is a full-time, remote position based in the United States.
Key Responsibilities
Own the balance of clinical supply to member demand, maintaining utilization within a target 90–110% band to ensure dependable service without idle time.
Develop and manage the supply-demand model, forecast member demand, and dynamically adjust staffing and scheduling as volume fluctuates.
Lead care-team services supporting enrollment, owning operational delivery and capacity forecasting so enrollment is never constrained by care-team availability.
Ensure the care team reliably completes scheduled onboarding visits through effective staffing, scheduling, backfill, and rapid recovery of missed or failed appointments.
Oversee coverage for on-demand sensor support to assist members through onboarding and setup.
Establish human backup systems behind automated workflows to intervene when automated steps stall across checklists, intake calls, or medication reconciliation.
Manage licensing and credentialing operations to ensure clinicians and nursing staff hold active, compliant multi-state credentials aligned with pod structures.
Structure clinical supply across contractual obligations, population acuity, client growth launches, and clinical innovation pilots.
Translate monthly demand forecasts into monthly headcount models covering providers, coaches, RNs, MAs, MEAs, and L1 staff.
Partner with HR to monitor care-team attendance and incorporate workforce reliability into capacity models, escalating variances outside established standards.
Own practice infrastructure, including scheduling templates, visit-type definitions, and operational reporting, maintaining them as a governed single source of truth.
Maintain point-of-care service reliability by keeping the daily virtual-visit loss rate below 20% through reminder automation, proactive backfill, and scheduling optimization.
Exercise financial stewardship over the care organization, managing cost of goods sold (COGS), directing operational budgets, and acting as the approval authority for care-team headcount.
Qualifications
10+ years of healthcare operations experience, including significant leadership of virtual, telehealth, or multi-site clinical operations at scale.
Deep expertise in workforce management and capacity planning, including supply-demand modeling, forecasting, scheduling, and staffing ratios.
Experience forecasting demand and delivering care-team capacity for onboarding or enrollment functions, including visit completion, member support, and human failover for automated steps.
Demonstrated track record managing operational budgets, COGS, and headcount planning with strong fluency in unit economics.
Proven experience building and governing practice infrastructure, including scheduling systems, appointment and visit-type architecture, and operational reporting dashboards.
Strong data fluency with a proven track record of managing operations by metrics in partnership with analytics teams.
Experience partnering with enrollment or growth leaders to deliver operational capacity while those leaders manage conversion metrics.
Demonstrated cross-functional leadership across clinical, human resources, finance, and product or technology teams.
Experience scaling clinical operations for client expansions and establishing operational capacity for new care models and pilot programs.
Proven people leadership experience directing multi-layer operational teams.
Preferred Qualifications
Experience in virtual care, digital health, consumer health, value-based care, or chronic and metabolic care environments.
Familiarity with clinical workforce management tooling and telehealth delivery platforms.
Ability to build workflows independently using Claude.
Compensation and Benefits
Annual base salary range of $250,000 to $270,000.
Equity participation opportunity.
Comprehensive health, dental, and vision insurance, including health savings account (HSA) and flexible spending account (FSA) options.
Retirement benefits including a 401(k) plan.
Paid time off.
Paid parental leave.
Work Authorization
Applicants must be authorized to work for any employer in the United States. The organization is unable to sponsor or assume sponsorship of employment visas for this role.

Work arrangement
Yes