Director, Virtual Care Operations

K Health•New York, NY

36d•$160,000 - $200,000•Hybrid

About The Position

We are looking for a Director of Virtual Care Operations to lead and scale a fast-paced healthcare operations organization focused on delivering an exceptional virtual care experience for both patients and providers. This leader will hold broad operational accountability across our virtual care clinics, with primary focus and direct ownership of our Care Concierge workforce, a high-volume, patient-facing team responsible for helping patients navigate care, coordinating scheduling, enabling providers, and ensuring seamless virtual visits across multiple health system partners. Beyond the Concierge function, this leader will shape how the clinics operate holistically, driving consistency, quality, and scalability across the full care delivery ecosystem. The ideal candidate is an experienced operations leader who thrives in complex environments, uses data to drive decisions, and knows how to build strong teams and scalable processes. This role requires balancing day-to-day execution with operational strategy, while maintaining a strong focus on service quality, workforce management, and patient experience. This is a highly cross-functional role partnering closely with Product, Clinical, Workforce Management, Analytics, and external health system partners. This role requires onsite presence in our New York City office 4 days a week (Mon - Thurs).

Requirements

8+ years of operations experience, preferably in healthcare, call center/customer support, healthcare operations, or other high-volume service environments
4+ years of people management experience leading large teams through managers
Experience managing operational KPIs and service-level metrics in a fast-paced environment
Strong analytical and problem-solving skills with the ability to make data-driven decisions
Experience building and improving operational processes at scale
Excellent communication and stakeholder management skills
Ability to operate both strategically and hands-on when needed

Nice To Haves

Experience in virtual care, digital health, telehealth, healthcare services, or care navigation
Experience managing call center or contact center operations
Familiarity with workforce management concepts including forecasting, staffing models, scheduling, and intraday operations
Experience working cross-functionally with Product, Engineering, Analytics, and Clinical teams
Consulting, operations strategy, or operational excellence background is a plus, but not required

Responsibilities

Lead day-to-day operations for a large virtual care support organization, including Care Concierge, patient support workflows, and provider coordination
Ensure patients and providers successfully connect for scheduled virtual visits with minimal friction
Monitor and improve operational KPIs including SLAs, wait times, abandonment rates, staffing efficiency, productivity, quality, and patient experience
Identify operational bottlenecks and implement scalable solutions to improve efficiency and service delivery
Build operational processes that can scale across multiple partners and clinics
Partner closely with Workforce Management teams on staffing models, forecasting, scheduling, and intraday management
Drive continuous optimization of labor utilization and operational costs while maintaining service quality
Use data and operational insights to make staffing and workflow recommendations
Establish clear operational cadences, escalation pathways, and accountability structures
Lead and develop a large operations organization of approximately 80 team members through managers and team leads
Coach and support frontline leaders in performance management, employee engagement, and team development
Build a high-accountability, high-performance culture while maintaining strong employee experience
Help create organizational structure and processes that support scale and growth
Partner with Product and Engineering teams to improve operational tooling, workflows, and automation opportunities
Collaborate with Clinical teams to improve provider experience and operational effectiveness
Support launches of new clinics, partners, and operational initiatives
Communicate operational performance, risks, and recommendations clearly to senior leadership