The posting
Work From Anywhere in LATAM and the Philippines
Work Schedule: EST | Significant overlap with U.S. Eastern business hours (Monday–Friday)
About Pearl Talent
Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund.
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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, or eliminated manual processes, delivered through SOP creation, workflow redesign, and playbook development
- Workforce planning and staffing forecasting for distributed or remote operational teams
- Hands-on use of operational reporting and workflow platforms (Salesforce, Zendesk, HubSpot, Monday.com, Asana, Airtable, Looker, Power BI, or Tableau) to build dashboards and KPI scorecards
- C1+ English (CEFR) for executive-level communication with US-based leadership
Nice-to-Have
- Operations experience in healthcare, behavioral health, telehealth, medical groups, MSOs, or health plans supporting providers or clinicians
- Exposure to provider onboarding, credentialing partnerships, intake operations, or revenue cycle collaboration
- Track record scaling a provider, clinician, or contractor network from ~100 to 300+
- Experience rolling out automation or AI tools into non-technical operational workflows
- Multi-state licensure operations or insurance-based care delivery experience
Benefits
- Competitive Salary: Based on experience and skills
- Remote Work: Fully remote—work from anywhere
- Team Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting
- Generous PTO: In accordance with company policy
- Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees
- Direct Mentorship: Guidance from international industry experts
- Learning & Development: Ongoing access to resources for professional growth
- Global Networking: Connect with professionals worldwide
Our Recruitment Process
- Application
- Screening
- Skills Assessment
- Topgrading Interview
- Client Interview
- Job Offer
- Client Onboarding
Ready to Join Us?
If you’re empathetic, organized, and passionate about improving patient experiences through operational excellence, this role is for you. Apply now to help make specialized healthcare more accessible to patients across the U.S.
