Director of Operations

PrimaryMD•New York City, NY

4d•Hybrid

About The Position

PrimaryMD is a tech-enabled concierge medical practice that brings primary care, urgent care, and evidence-based longevity medicine together in one membership. We chose to be the full stack for our members. That means we have built what amounts to our own health system, running on our own technology platform. We need a proven operating leader to own the day-to-day operation and build the system that lets it scale. That is this role. The job in one line: Make every member interaction consistently excellent, and build the operating system that keeps it that way as we grow.

Requirements

8+ years in operations, with significant time in healthcare services delivery: a care delivery company, health system, medical practice, or digital health startup
Have built and led the operations behind clinical teams through fast growth, including SOPs, service standards, KPIs, and accountability.
Hands on, not from a distance. Led front-line teams such as care coordinators, medical assistants, or patient support, and held them to a high bar
Deep fluency in how care moves outside the exam room: referrals, prior authorizations, insurance and network status, labs, imaging, pharmacy, and specialist access
AI built into how you work every day. You have used it to build workflows, automations, or dashboards that changed how a team operates, and you can show us.
An exceptionally organized mind. You know where every open loop stands, and you close them.

Nice To Haves

A clinical background (RN, NP, PA, PT, MA, or similar)
Experience in concierge, direct, or tech-enabled primary care
Experience opening new sites, markets, or care teams
Time in luxury hospitality or another premium service environment

Responsibilities

Own the member experience, from enrollment on. Map every touchpoint a member has with us: onboarding, texts, calls, email, telehealth, in-person visits, and follow-up. Make each one intentional and consistently excellent.
Own care-team operations in every market. Lead the care coordinators, medical assistants, and after-hours team across New York and San Francisco. Own care coordination end to end: specialist referrals, prior authorizations, labs, imaging, scheduling, and follow-up.
Build the operating system for scale. Define who does what on every care team, how work is handed off, and when and where it escalates. Build the SOPs, service standards, training, and physician coverage plans that let a new care team run the PrimaryMD way from week one. Then hold everyone, yourself included, accountable to it.
Address root causes, not just fires. When something breaks, find out why and fix it at the source so it stays fixed. Close the loop without waiting to be asked.
Ensure operations and technology work together. Partner with our CEO, who leads product, to turn workflows into automation on our platform, and make sure every task the system creates actually gets done.