Director of Clinic ICM Operations

Job Location:

487 - HQ - Chattanooga, TN 37402
Position Type:
Full Time
Education Level: 4 Year Degree

Job Shift: Day
Job Category:
Health Care

The Senior Director, Clinic ICM Operations owns the operational engine that turns insight from the Intelligent Care Manager (ICM) into measurable improvement in engagement, clinical quality, and total cost of care. This role owns the process and workflows — accountable for the results the clinical enterprise delivers and for the daily machine that produces them.

• Define and own the operating model — scope, workflows, service standards, escalation pathways, turnaround expectations — with risk stratification built in so effort flows to the highest-need patients first
• Operationalize inbound support, outbound outreach, scheduling, referrals, follow-up, and care-loop closure generated through ICM
• Rebuild and expand the centralized call center into a unified function spanning inbound access and ICM-driven outbound work
• Translate clinical and contractual targets into staffing, workflows, daily prioritized work queues, and operating cadence
• Build reporting, dashboards, and playbooks that tie daily inputs to outcome and guarantee performance
• Align outreach and scheduling with real clinic capacity to improve access without overwhelming operations
• Continuously optimize workflows, staffing, and standards

• Organize, lead, and develop the team, making the most of existing resources and scoping additions as volume and complexity grow
• Define priorities, performance expectations, and accountability tied to the outcomes above
• Carry insight back to the clinics — explain the why to clinicians and operationalize their efforts toward the targets
• Keep VPs and executive leadership informed early and clearly, flagging risks to outcomes before they become problems
• Lead cross-functional change management across Clinic Ops, Virtual Ops / Text Care, Navigation, and Data Analytics
• Develop future-state org design as the department matures

• Proven ability to hold an outcome line across teams that don’t report to them, influencing clinical and operational partners toward targets
• Credible with C-suite stakeholders while remaining hands‑on during the build
• Strong operational design: workflow development, escalation models, risk stratification, performance management
• Cross‑functional execution experience across clinic and centralized teams in a fast‑moving environment
• Demonstrated experience building or transforming a function — defining scope, standing up workflows, hiring and leading a team
• Excellent organizational and analytical skills
• Strong sense of professionalism and customer service
• Proficiency in relevant software and technology systems
• Ability to travel
• Ability to read, write, and communicate the English language
• Ability to effectively communicate both orally and in writing
• Ability to follow written or verbal step‑by‑step instructions
• Ability to concentrate, think, and learn
• Health & safety: able to hear, see, sit, stoop, kneel, crouch, reach, lift, push, and pull as required

• 7+ years experience in healthcare operations or a technology-enabled function supporting clinical workflows, including translating complex clinical and business requirements into executable processes
• Track record delivering against measurable outcomes — engagement, quality measures, or contractual guarantees — not just managing process
• Analytical orientation with experience building dashboards, KPIs, and operational reporting

• Experience in value-based care, population health, care management, or employer-sponsored onsite/near-site clinics
• Familiarity with quality and adherence frameworks (e.g., HEDIS, Star Ratings, medication adherence measures)
• Experience with outreach operations, patient engagement, scheduling support, or high-risk patient prioritization
• Experience with call center, navigation, or virtual care operations
• Familiarity with workforce management and staffing models
• Experience working with clinical or operational systems and supporting technology-enabled workflow transformation