Director, Telehealth Operations

Telehealth Platform Strategy & Operations Responsibilities:

• Build a scalable operational model capable of supporting rapid volume growth and new care modalities.
• Lead the operational design, implementation, and optimization of Everly’s telehealth platform.
• Own platform and vendor management and consolidation.
• Build and refine dynamic scheduling, provider capacity modeling, and network optimization processes.
• Partner with Product and Engineering on roadmap planning and execution, representing clinical operations needs and ensuring scalable workflows.

Cross-Functional Leadership Responsibilities:

• Work closely with Product, Engineering, Data, and AI teams to drive seamless end-to-end telehealth workflows and system integrations.
• Operationalize AI solutions with guardrails and auditability. 
• Collaborate with commercial and business leadership to ensure telehealth infrastructure aligns with growth forecasts and partner commitments.

Clinical Quality & Compliance Responsibilities:

• Develop and maintain operational processes that support high-quality clinical documentation, regulatory compliance, and risk adjustment accuracy.
• Enhance clinician training, and build quality oversight baked into workflows.
• Partner with clinical leadership to ensure alignment across care delivery, documentation standards, and performance expectations.
• Maintain accreditations where applicable.

Practice Management Responsibilies:

• Operate within a multi-entity PC structure across all states; ensure licensure, credentialing/enrollment, CPOM compliance, and practice policies are embedded in system setup and workflows.
• Stand up provider performance scorecards, NPS/QA reviews, and license-expiration monitoring; integrate with scheduling/service enablement to avoid service gaps.
• Roll up sleeves to establish processes, documentation, and systems where none exist; this is a builder role.
• Identify operational gaps and lead cross-functional initiatives to address them.
• Drive continuous improvement across scheduling, provider management, consult flow, and care delivery quality.

Qualifications:

• 10+ years experience in telehealth, virtual care operations, care delivery operations, or related healthcare leadership roles.
• Experience building or scaling telehealth workflows, scheduling systems, or care delivery infrastructure.
• Strong understanding of telehealth regulations, accreditation (e.g., NCQA), clinician management, and payer and coding landscape.
• Proven success operating cross-functionally with Product, Engineering, and Data teams.
• Ability to operate strategically while also executing tactically.
• Excellent communication, problem-solving, and stakeholder management skills.
• Passion for transforming care delivery through technology, automation, and clinical excellence.