Director, Care Operations - Hybrid/Boston, MA

Brook Medical Services PLLC•Boston, MA

just now•Hybrid

About The Position

About Brook Inc Brook Health delivers care beyond the walls of the doctor’s office. Brook provides people living with chronic conditions a highly personalized experience enhanced by AI and powered by mobile apps, connected devices, and a team of health coaches and clinicians. We help people achieve their long-term health goals by supporting smart, daily decisions and partnering with their primary care physicians. Our product suite includes continuous remote monitoring, population health management tools, and a CDC-approved diabetes prevention program. Brook has an intentional, user-centric culture with high expectations for delivering better health outcomes for patients, providers, and health systems. Position Summary The Director of Care Operations builds and leads the operational systems that power Brook’s remote care delivery model. Accountability includes workforce performance, throughput, documentation quality, and scalable execution across distributed care teams. Success in this role requires the ability to influence outcomes across clinical, operational, and partner teams without direct authority, aligning stakeholders around shared performance goals through trust, clarity, and operational leadership. Internally, this leader builds and scales a high-performing care operations function, strengthening Brook’s operational foundation as the company grows. Operational leadership brings structure to complexity, translates data into action, and aligns teams around predictable care delivery outcomes. Clinical standards remain owned by the CNO and nursing leadership; this role owns the operational systems, staffing models, workflows, and performance mechanisms that make care delivery run efficiently and predictably at scale. A high-visibility leadership scope creates meaningful growth runway, shaping how Brook scales operational excellence and care delivery execution over time. Brook is scaling through operational excellence, and this role is central to building the systems and execution discipline that make growth sustainable. Some travel will be required for the position.

Requirements

Proven experience building scalable healthcare operations systems.
Ability to translate care models into repeatable operational execution.
Experience defining productivity standards for distributed teams.
Strong systems thinker with operational governance mindset.
Data-driven leader comfortable using dashboards and KPIs.
Comfortable creating structure in ambiguous environments.
Strong cross-functional operator balancing efficiency and quality.

Nice To Haves

Minimum 7 years of healthcare operations or care delivery leadership.
Experience scaling remote or virtual care programs.
Demonstrated success improving productivity or throughput via operational redesign.
Experience leading through organizational growth or transformation.
MBA, MHA, MPH, RN, or equivalent operational leadership experience preferred.
Digital health or population health experience preferred.

Responsibilities

Care Operations Leadership
Build scalable operational systems supporting remote care delivery.
Establish KPIs including panel performance, productivity, documentation quality, engagement, and throughput metrics.
Develop workforce capacity models and performance dashboards.
Standardize workflows to improve efficiency and consistency.
Performance & Systems Management
Lead structured operational reviews grounded in measurable outcomes.
Identify bottlenecks and implement scalable process improvements.
Build accountability frameworks tied to performance metrics.
Team Leadership & Governance
Build operational leadership capability across care teams.
Establish governance rhythms and performance standards.
Implement coaching frameworks tied to measurable outcomes.
Operational Integrity & Compliance
Embed documentation and regulatory standards into workflows.
Maintain audit readiness and operational oversight.
Cross-Functional Alignment
Align with Revenue Cycle & Enablement to support reimbursement outcomes.
Partner with Implementation Design to ensure operational readiness at launch.
Collaborate with Product and Engineering to improve care systems.

Benefits

In addition to meaningful work in a mission-driven company, Brook offers a comprehensive benefits package designed to support the medical, financial and mental health wellbeing of our employees and their families.
Healthcare Coverage
Employee & Child(ren): Brook pays 100% of premiums for full-time employees and their child or children for Medical, Dental, and Vision coverage. This means there are no paycheck deductions for you or your child(ren).
Spouse/Domestic Partner: Brook contributes 50% of premiums for coverage of a spouse or domestic partner.
HSA Contribution: Employees who enroll in our HSA-eligible medical plan receive a Brook-funded contribution to help cover medical expenses such as deductibles, prescriptions, and office visits.
Medical Concierge: Brook provides a concierge service to help employees and their families manage healthcare needs like claims, referrals, and care coordination.
Mental Health & Wellbeing
Mental Health Support: Brook supplements the mental health coverage included in our medical plan with additional resources. Employees have access to free therapy sessions through Spring Health, providing confidential, professional support when it’s needed most.
Flexible PTO: Our PTO program is truly flexible — no accruals and no preset limits. You and your manager decide what’s reasonable, so you can take the time you need to recharge. In addition, we provide dedicated sick time to support your health and well-being, and a generous holiday schedule that ensures time to rest and celebrate with family and friends.
Financial Wellness & Security
Income Protection: Brook provides Short-Term and Long-Term Disability insurance to all full-time employees, helping replace income during an illness or injury. Short-Term Disability works alongside any state or insurance benefits and Brook coverage to provide added financial support while you’re away from work.
Life Insurance: Brook provides company-paid life insurance equal to one times salary, up to a set maximum.
401(k) Retirement Savings: All employees (full-time and part-time) are automatically enrolled in our 401(k) plan. Brook provides a company match to help employees grow their retirement savings.
Emergency Savings Account (ESA): Brook helps employees build financial resilience by supporting contributions to an emergency savings account. Brook matches a portion of employee contributions, helping the fund grow faster. The account is completely flexible — you decide what qualifies as an emergency and how to use the funds.
Recognition & Community
Employee Referral Bonus: Great people know great people. When you refer a candidate who is hired, you’ll receive a referral bonus.