Senior Director – Clinician Operations

Catena

. Own the end-to-end clinician journey from post-hire handoff through onboarding, caseload ramp, ongoing support, and offboarding .

Posted 9/18/2026full-timeRemote • Dominican Republic, Mexico, Colombia, Argentina, PhilippinesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing end-to-end clinician operations, including onboarding, support, and offboarding, while driving process improvements and operational efficiency. Proficient in utilizing operational reporting tools and managing KPIs to enhance clinician retention and productivity.

Highest-signal resume keywords

Operations LeadershipProcess ImprovementKPI ManagementWorkflow RedesignHigh-Volume Support Operations

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational ReportingCapacity PlanningSOP CreationWorkflow RedesignBacklog ReductionTeam Productivity MetricsAutomation ImplementationRoot-Cause AnalysisPerformance Standards SettingResource Allocation

Soft Skills

Executive-Level CommunicationTeam ManagementAccountability

Tools & Technologies

SalesforceZendeskHubSpotMonday.comAsanaAirtableLookerPower BITableau

Industry Keywords

HealthcareBehavioral HealthTelehealthMedical GroupsMSOsHealth PlansProvider OnboardingCredentialing PartnershipsIntake OperationsRevenue Cycle Collaboration

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Own the end-to-end clinician journey from post-hire handoff through onboarding, caseload ramp, ongoing support, and offboarding
Reduce time-to-first-session and time-to-full-caseload through workflow redesign
Build onboarding playbooks and SOPs for scaling beyond 300 clinicians
Partner with recruiting and credentialing on handoffs and readiness dates
Run intake, triage, escalation, and clinician support workflows
Set and enforce SLAs for response and resolution times
Manage backlog and aging metrics
Resolve handoff breakdowns between operations, scheduling, and clinical leadership
Own operational KPIs including service levels, resolution times, productivity, capacity planning, and clinician retention
Build scorecards and run capacity planning and staffing forecasts
Conduct root-cause analysis and drive corrective action
Hire, structure, and manage the clinician operations team
Set performance standards and accountability cycles
Allocate resources across support, onboarding, and lifecycle workstreams
Standardize work in ticketing and workflow platforms
Build operational dashboards and executive reporting
Automate manual processes and lead tool rollouts
Lead UAT and change management for new systems and workflows

Requirements

What you’ll need

7+ years of progressive operations leadership, including managing managers or multi-person operational teams
Direct ownership of operational KPIs: service levels, resolution times, capacity planning, backlog reduction, team productivity, and retention metrics
High-volume support operations experience covering intake and triage, escalation management, SLA management, and ticketing or workflow systems
Documented process improvement results delivered through SOP creation, workflow redesign, and playbook development
Workforce planning and staffing forecasting for distributed or remote operational teams
Hands-on use of operational reporting and workflow platforms such as Salesforce, Zendesk, HubSpot, Monday.com, Asana, Airtable, Looker, Power BI, or Tableau
C1+ English (CEFR) for executive-level communication with US-based leadership
Experience in healthcare, behavioral health, telehealth, medical groups, MSOs, or health plans supporting providers or clinicians is nice-to-have
Exposure to provider onboarding, credentialing partnerships, intake operations, or revenue cycle collaboration is nice-to-have
Track record scaling a provider, clinician, or contractor network from approximately 100 to 300+ is nice-to-have
Experience rolling out automation or AI tools into non-technical operational workflows is nice-to-have
Multi-state licensure operations or insurance-based care delivery experience is nice-to-have

Benefits

Comp & perks

Competitive Salary: Based on experience and skills
Fully remote—work from anywhere
Team incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting
Generous PTO in accordance with company policy
HMO coverage after 3 months for full-time employees for PH-based talents
Direct mentorship from international industry experts
Ongoing access to resources for professional growth
Global networking with professionals worldwide