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At Near, we help top talent in Latin America find remote roles with US companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.
Our client is the management services organization supporting Manhattan Mental Health Counseling (MMHC), a fully online psychotherapy practice serving clients across New York State.
MMHC supports a growing network of 100+ clinicians and is building the operational infrastructure needed to scale its team and services while maintaining a high level of support, responsiveness, and operational quality.
Overview
We are looking for a Senior Director of Clinician Operations to lead and improve the nonclinical operating function that supports clinicians throughout their lifecycle.
This role owns the operational journey from accepted-candidate handoff through onboarding, operational readiness, caseload ramp, ongoing support, status changes, retention, and offboarding. The Senior Director will lead the team responsible for this function, establish clear service standards and accountability, and use data to identify and solve recurring operational problems.
The ideal candidate is someone who has led a recurring, high-volume service or operations function and made it perform better. Experience in healthcare, behavioral health, or provider operations is highly valuable, but comparable experience leading a complex, high-volume service organization can also be relevant.
Responsibilities:
Clinician Operations & Lifecycle
Own the end-to-end operational journey for clinicians, from onboarding through ongoing support, status changes, retention, and offboarding.
Ensure clear handoffs across recruiting, contracting, credentialing, clinical leadership, intake, scheduling, revenue cycle, and People Operations.
Maintain reliable visibility into clinician availability, capacity, caseload progression, milestones, blockers, and next actions.
Identify and remove operational barriers affecting clinician readiness and caseload ramp in partnership with the appropriate teams.
Clinician Support & Service Delivery
Lead the systems and processes used to manage clinician requests, including routing, ownership, service standards, escalations, and backlog visibility.
Ensure requests are prioritized, tracked, communicated, and followed through to documented resolution.
Monitor response times, resolution times, backlog, aging, recurring issues, and avoidable escalations.
Identify patterns in clinician feedback, disengagement, and turnover to determine where operational improvements are needed.
Team Leadership
Lead, develop, and hold accountable the team responsible for clinician operations and support.
Define team roles, responsibilities, coverage, performance expectations, and escalation processes.
Build a culture of ownership, responsiveness, accountability, and continuous improvement.
Forecast workload and recommend staffing or process changes based on operational data.
Process Improvement & Systems
Turn recurring questions, manual work, and operational failures into scalable workflows, documentation, training, self-service resources, or automation.
Establish and maintain a practical operating scorecard covering service levels, capacity, onboarding, caseload ramp, backlog, resolution times, retention, and team performance.
Use data to distinguish isolated issues from broader training, ownership, process, or system problems.
Partner with leadership and technology teams to improve workflows, implement appropriate automation, and drive adoption of new tools.
Cross-Functional Leadership
Work closely with the COO and other functional leaders to resolve operational issues and improve handoffs.
Drive action without taking ownership of decisions that belong to other functions.
Escalate unresolved cross-functional issues with clear facts, business impact, options, and recommendations.
Communicate operational changes clearly and ensure teams understand what is changing, what action is required, and where questions should be directed.
Requirements
5+ years of experience in operations, service delivery, workforce operations, healthcare operations, or a comparable field.
Proven experience leading a multi-person team within a recurring, high-volume service or operations function.
Strong track record of owning service performance and operational KPIs, such as response times, resolution times, backlog, cycle time, quality, capacity, or retention.
Demonstrated ability to build and improve processes, workflows, or systems that produce measurable operational improvements.
Strong execution and problem-solving skills, with the ability to identify root causes, prioritize issues, and drive them through to resolution.
Comfortable working with operational data, dashboards, workflow systems, automation, and technology to improve efficiency and scalability.
Strong judgment, communication, and cross-functional leadership skills, with Advanced English, written and spoken.
Experience in healthcare, behavioral health, telehealth, or other regulated environments.
Experience supporting clinicians, healthcare providers, contractors, or distributed workforces.
Experience working with credentialing, intake, revenue cycle, scheduling, or other healthcare operational functions.
Experience implementing automation or AI-enabled workflows.
Experience scaling an operational function during periods of significant organizational growth.
Schedule
Monday to Friday from 9 am to 5 pm EST
Perks - What’s in it for you?
Competitive compensation in US dollars