Director of Clinic ICM Operations

One to One Health•Chattanooga, TN

23h•Onsite

About The Position

At One to One Health, we're reimagining what healthcare can be. Founded by a primary care physician, our mission is simple: remove barriers to care and create better healthcare experiences for patients, providers, and employers alike. Through onsite, near-site, and virtual care solutions, we deliver accessible, relationship-driven healthcare that puts people first. Our team is united by a shared commitment to improving health outcomes, providing exceptional service, and making a meaningful impact in the communities we serve. If you're passionate about helping others, collaborating with a purpose-driven team, and being part of a company that's transforming healthcare, we'd love to meet you. The Senior Director, Clinic ICM Operations owns the operational engine that turns insight from the Intelligent Care Manager (ICM) into measurable improvement in engagement, clinical quality, and total cost of care. ICM is One to One Health’s platform for identifying patient care needs, gaps, and follow-up opportunities at the point of care, surfacing actionable information that care teams can act on to close care gaps and improve outcomes. This role owns the process and workflows — accountable for the results the clinical enterprise delivers and for the daily machine that produces them.

Requirements

Proven ability to hold an outcome line across teams that don’t report to them, influencing clinical and operational partners toward targets
Credible with C-suite stakeholders while remaining hands-on during the build
Strong operational design: workflow development, escalation models, risk stratification, performance management
Cross-functional execution experience across clinic and centralized teams in a fast-moving environment
Demonstrated experience building or transforming a function — defining scope, standing up workflows, hiring and leading a team
Excellent organizational and analytical skills
Strong sense of professionalism and customer service.
Proficiency in relevant software and technology systems.
Ability to travel
Ability to read, write, and communicate the English language.
Ability to effectively communicate both orally and in writing
Ability to follow written or verbal step-by-step instructions
Ability to concentrate, think, and learn
Ability to hear, see, sit, stoop, kneel, crouch, reach, lift, push and pull
7+ years experience in healthcare operations or a technology-enabled function supporting clinical workflows, including translating complex clinical and business requirements into executable processes
Track record delivering against measurable outcomes — engagement, quality measures, or contractual guarantees — not just managing process
Analytical orientation with experience building dashboards, KPIs, and operational reporting

Nice To Haves

Experience in value-based care, population health, care management, or employer-sponsored onsite/near-site clinics
Familiarity with quality and adherence frameworks (e.g., HEDIS, Star Ratings, medication adherence measures)
Experience with outreach operations, patient engagement, scheduling support, or high-risk patient prioritization
Experience with call center, navigation, or virtual care operations
Familiarity with workforce management and staffing models
Experience working with clinical or operational systems and supporting technology-enabled workflow transformation

Responsibilities

Define and own the operating model — scope, workflows, service standards, escalation pathways, turnaround expectations — with risk stratification built in so effort flows to the highest-need patients first
Operationalize inbound support, outbound outreach, scheduling, referrals, follow-up, and care-loop closure generated through ICM
Rebuild and expand the centralized call center into a unified function spanning inbound access and ICM-driven outbound work
Translate clinical and contractual targets into staffing, workflows, daily prioritized work queues, and operating cadence
Build reporting, dashboards, and playbooks that tie daily inputs to outcome and guarantee performance
Align outreach and scheduling with real clinic capacity to improve access without overwhelming operations
Continuously optimize workflows, staffing, and standards
Organize, lead, and develop the team, making the most of existing resources and scoping additions as volume and complexity grow
Define priorities, performance expectations, and accountability tied to the outcomes above
Carry insight back to the clinics — explain the why to clinicians and operationalize their efforts toward the targets
Keep VPs and executive leadership informed early and clearly, flagging risks to outcomes before they become problems
Lead cross-functional change management across Clinic Ops, Virtual Ops / TextCare, Navigation, and Data Analytics
Develop future-state org design as the department matures