Director Central Operations 100% Remote

Who We Are: 

Vori Health is an award-winning, nationwide, virtual-first, musculoskeletal medical practice focused on evidence-based care that treats the whole person. Using a unique care model to help patients find the best path forward, Vori Health connects patients to a trained care team that includes a nonoperative physical medicine physician, a health coach navigator, and a physical therapist who manage the initial patient assessment and then work to coordinate all aspects of care. We are on a mission to empower humanity to lead a healthier life.  

Reporting to the SVP of Operations, The Director of Central Operations is responsible for overseeing and optimizing both the Patient Connection Center (PCC) and Clinical Operations to drive efficiencies, improve workflows, and enhance overall performance. This role plays a key part in ensuring seamless cross-functional collaboration while leveraging data-driven decision-making to meet key performance indicators (KPIs) and operational goals. 

What You’ll Do: 

Essential Functions: 

•  Operational and Clinical Efficiency 
  • In partnership with CMO and clinical leadership, drive clinical efficiencies by optimizing workflows, ensuring alignment with best practices, and identifying areas for process improvement. 
  • Implement and oversee workforce management strategies, including staffing and capacity planning, to meet access and visit volume goals. 
  • Collaborate with cross-functional teams, including Product, Engineering, Marketing, Clinical, IT, and Finance, to build robust operational models that align with performance thresholds. 
  • Identify and address operational bottlenecks to improve patient engagement and care delivery. 
• Data-Driven Decision Making 
  • Utilize data analytics to monitor, identify, and act on opportunities to optimize performance against operational KPIs and COG/margin targets. 
  • Leverage reporting tools and dashboards to track clinical and operational performance, making informed recommendations for process improvements. 
  • Forecast staffing needs and proactively address evolving workforce requirements within the Operations team. 
• Workflow Development and Process Improvement 
  • Lead the development and refinement of workflows, SOPs, and care delivery tools to support efficient clinical and operational processes. 
  • Support the onboarding, operational training, and continuous operational education of clinical staff, ensuring they are equipped with the necessary knowledge and resources. 
  • Partner with Licensing and Credentialing (L&C) to ensure alignment with client needs and regulatory requirements. 
  • Work closely with Marketing to ensure that new materials align with clinical operations workflows. 
• Workforce Management & Team Leadership 
  • Recruit, interview, hire, and train new team members, ensuring they meet performance and cultural expectations. 
  • Foster a culture of collaboration, innovation, integrity, and accountability within the Operations team. 
  • Serve as an escalation point for urgent operational issues, troubleshooting challenges, and removing roadblocks. 
  • Facilitate recurring team meetings and collaborative forums to ensure alignment and progress on key initiatives. 
• Compliance & Quality Assurance 
  • Assist in overseeing compliance efforts to ensure adherence to industry standards, accreditation requirements (e.g., URAC, or potentially NCQA), and internal quality metrics. 
  • In partnership with the Chief Medical Officer (or designee) ensure all quality and regulatory standards are met. 
  • Implement workflows that support compliance requirements while maintaining high operational performance. 
• Supervisory Responsibilities
  • Collaborate with the SVP, Ops to set departmental priorities in line with the enterprise OKRs and communicate those to the broader Operations organization and cross-functional counterparts  
  • Be an in-the-trenches advocate, translator, and mentor to members of the Operations team—both those directly reporting or not--to ensure that they are equipped with the appropriate information, resources, and tools for success  
  • Serve as an escalation point for urgent issues/blocks that are occurring on key operational initiatives or day to day business 
• Perform other projects and duties as assigned

Who You Are: 

• Required:  
  • Bachelor’s degree in Business Administration, Healthcare Management, Operations, or a related field (Master’s preferred). 
  • Minimum of 8-10 years experience in operations management, preferably healthcare, clinical settings, or patient engagement environments. 
  • Strong analytics and reporting skills, with the ability to translate insights into actionable strategies.
  • Proven experience in managing call centers, clinical operations, or workforce management teams.
  • Demonstrated ability to lead cross-functional teams and drive complex initiatives to successful completion. 
  • Excellent problem solving, decision-making, and communication skills. 
  • Experience in compliance, regulatory requirements, and quality assurance in a healthcare setting is a plus. 
  • Proficiency in workforce management tools, operational software, and reporting platforms. 
  • Motivates through accountability and positivity, displaying empathy for team members and customers and a solutions-focused approach  
  • Prior experience working in start-up environments  

Work authorization/security clearance requirements: 

• Authorized or able to provide required documents to work in United States or Canada. 

Physical Requirements/Work Environment: 

• Remote work environment 

•  While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard. 

•  Specific vision abilities required by this job include close vision requirements due to computer work. 

EEO Statement: 

Vori Health is an Equal Opportunity Employer. We are committed to a work environment that supports, inspires and respects all individuals without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship or other protected characteristics.