Director of Care Management

Prevounce Health•Indianapolis, IN

3d•Remote

About The Position

Prevounce Health is seeking an innovative, results-driven Director of Care Management to lead and scale its growing remote care management operations. Reporting to the VP of Operations, this leader will oversee the performance, efficiency, and continued development of the department, driving patient engagement, team productivity, scalable workflows, and the effective use of technology and automation. This is an operations-focused leadership role in a technology-enabled healthcare organization, rather than a traditional bedside or facility-based care management position. The Director will provide strategic leadership for a fully remote department, manage and develop managers and frontline employees, and establish clear performance standards and accountability measures. The role oversees operational KPIs, patient outreach workflows, staffing and workforce utilization, documentation, and quality. It also champions healthcare technologies, AI, automation, and process improvements, partnering with technology, product, clinical, operations, and executive teams to improve workflows and support growth. The Director will oversee patient engagement strategies and help ensure professional, compassionate, patient-centered interactions. They will collaborate with clinical leadership to align operations with clinical standards and support the expansion of Remote Patient Monitoring (RPM), Chronic Care Management (CCM), and other technology-enabled care programs. The role requires compliance with HIPAA, applicable healthcare regulations, documentation requirements, and organizational policies while balancing efficiency, patient satisfaction, quality, and continuity of care.

Requirements

Bachelor's degree in Healthcare Administration, Business Administration, Healthcare Management, Nursing, or a related field.
At least 5 years of progressive leadership experience in healthcare operations, preferably in HealthTech, telehealth, virtual care, or a technology-enabled healthcare services organization.
Demonstrated experience leading and developing remote or geographically distributed teams, including managers or supervisors.
Strong understanding of high-volume healthcare contact center operations, workforce management, staffing optimization, and performance metrics.
Proven ability to establish, analyze, and improve KPIs related to productivity, patient engagement, operational efficiency, and quality.
Experience using healthcare technology platforms, CRM/EHR systems, reporting dashboards, and workflow automation tools.
Familiarity with AI-enabled technologies and their practical application in improving business or healthcare operations.
Demonstrated success implementing process improvements, scaling operations, and managing organizational change.
Strong analytical, communication, problem-solving, and executive-level leadership skills.
Ability to thrive in a fast-paced, evolving environment with competing priorities and ambitious performance expectations.
Comply with applicable local, state, and federal laws and regulations, as well as company policies and procedures.
Protect confidential and sensitive information, respect the rights of clients and patients, and perform duties consistently with Prevounce Health's mission and values.

Nice To Haves

Master's degree in Healthcare Administration, Business Administration, or a related field.
Experience in a healthcare technology startup, rapidly growing telehealth organization, or digital health company.
Clinical background or licensure, such as RN, BSN, or LCSW, combined with healthcare operations leadership experience.
Experience supporting RPM, CCM, or other virtual care delivery programs.
Experience implementing AI-powered tools, automated reporting, or technology-driven workflow improvements.
Familiarity with healthcare reimbursement, care management billing requirements, and revenue-related operational metrics.
Demonstrated success scaling remote healthcare teams while maintaining quality, productivity, and employee engagement.

Responsibilities

Provide strategic and operational leadership for a growing, fully remote care management department, including management-level and frontline employees.
Develop and execute strategies to improve departmental efficiency, productivity, accountability, and overall performance.
Lead, mentor, and develop managers and team leaders.
Establish performance expectations, operational standards, and accountability measures across the department.
Evaluate staffing needs, workforce capacity, scheduling, and resource allocation in response to patient volumes and business growth.
Foster a collaborative, adaptable culture focused on innovation, continuous improvement, and operational excellence.
Establish, monitor, and improve KPIs related to patient outreach, engagement, enrollment, retention, call volume, productivity, documentation, and quality.
Use real-time reporting, operational dashboards, and performance analytics to identify trends, address inefficiencies, and drive improvements.
Oversee high-volume patient outreach workflows, including call queues, outreach cadence, response times, and workforce utilization.
Identify operational bottlenecks and implement data-driven solutions to improve turnaround times and service delivery.
Ensure care management documentation and workflows support billing accuracy, program requirements, and revenue performance.
Present operational results, performance trends, and strategic recommendations to executive leadership.
Champion adoption of healthcare technologies, AI-enabled tools, automation, and digital solutions for care management operations.
Identify opportunities to streamline outreach, documentation, reporting, and administrative processes through technology.
Partner with technology, product, and operations teams to improve software functionality, workflow integration, and user experience.
Lead process improvement initiatives that increase productivity, reduce manual work, and support scalable growth.
Evaluate and implement operational tools, reporting solutions, and technology-enabled workflows.
Support rapid testing, implementation, and refinement of processes based on operational results and business needs.
Oversee patient engagement strategies to improve outreach effectiveness, program participation, and long-term retention.
Ensure remote teams provide professional, compassionate, and patient-centered interactions.
Collaborate with clinical leadership to align operational workflows with clinical standards, care management protocols, and patient needs.
Support the development and expansion of RPM, CCM, and other technology-enabled care programs.
Maintain compliance with HIPAA, applicable healthcare regulations, documentation requirements, and organizational policies.
Balance operational efficiency with patient satisfaction, quality, and continuity of care.
Develop scalable processes, organizational structures, and performance management systems to support growth.
Identify opportunities to improve patient engagement, operational capacity, service quality, and financial performance.
Lead cross-functional initiatives involving operations, clinical leadership, technology, and executive stakeholders.
Translate organizational goals into actionable departmental strategies with measurable outcomes.
Adapt proactively to changing business priorities and operational demands.