Description
About the Role:
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).
What You’ll Do:
Operational Leadership
- 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
Workforce Management & Optimization
- 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
Team Leadership
- 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
Cross-Functional Collaboration
- 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
What We’re Looking For:
- 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
Bonus:
- 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
Benefits & Perks: #LI-Hybrid
- Hybrid work schedule with weekly lunches and stocked fridges
- Monthly social committees for company events
- 18 vacation days, 9 company holidays, 5 sick days, and 2 personal days
- Stock options for every full-time employee
- Paid parental leave
- 401k benefit
- Commuter Benefits
- Competitive health, dental, and vision insurance options
Who We Are:
Behind every leading health system is K Health’s AI-powered virtual care engine.
Esteemed health systems like Mayo Clinic, Cedars-Sinai, Mass General Brigham, Hackensack Meridian Health, and Hartford Healthcare partner with K Health to build and run modern primary virtual care clinics on their behalf.
Our deeply integrated model modernizes the primary care loop by using AI to put humans first. For our patients, we offer clinical AI (i.e., PatientGPT) and unparalleled access to close care gaps around the clock. For our Providers, we deliver provider-serving agentic solutions (i.e., Perfect Note) to eliminate administrative overload and burnout. And for the health systems, we deploy our top-grade Virtualists in AI-powered virtual clinics 24/7 to capture the patients' care journeys at step one, retain the journey through the system for longitudinal care, and strengthen profitability.
We’re founded in 2016, headquartered in New York City, and backed by nearly $400 million from leading investors including Valor Equity Partners, Claure Group, Mangrove Capital Partners, 14W, Notable Capital, Lerer Hippeau, Primary Venture Partners, Comcast Ventures, PICO Venture Partners, Max Ventures, and other strategic healthcare partners.
We offer competitive compensation packages based on industry benchmarks for function, level, and geographic location. Offer amounts are determined by multiple factors such as a candidate's experience and expertise.
We are proud to be an Equal Opportunity Employer and consider applicants for employment regardless of race, ethnicity, religion, color, national origin, ancestry, disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, sexual orientation, pregnancy, childbirth and breastfeeding, age, citizenship, military or veteran status, or any other class protected by applicable federal, state, and local laws. We’re deeply committed to building teams as diverse as the patients we serve and strive to cultivate an environment where everyone can bring their most authentic self to work. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our users.
We are committed to maintaining the integrity of our hiring process and ensuring a safe environment for all candidates. All communication for job offers from K Health will come from email addresses ending in @khealth.com. K Health will never ask you to provide financial information about yourself during the recruitment process. We will never use personal email accounts or other domains for official correspondence. Our official job postings are only listed on our official website and reputable job boards. Be cautious of job offers from sources other than these platforms.
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