Business Operations Lead - Virtual Health

Overview

Become a part of our caring community and help us put health first

We are seeking a strategic, analytically minded business operator with experience in clinical call center operations, workforce management, and member engagement to serve as the Business Operations Lead for our Virtual Clinics organization.

This role owns the strategy, design, optimization, and ongoing performance of virtual care access and engagement operations—including outbound and inbound call strategies, campaign execution, capacity planning, and call center technology enablement. You will analyze performance, identify root causes, evaluate opportunities, and partner across teams to design solutions that improve access, engagement, and member outcomes.

The ideal candidate brings strong analytical and problem solving skills, the ability to influence stakeholders, and working knowledge of member engagement, call center operations, workforce management, dialer strategy, campaign optimization, scheduling systems, clinical outcomes, Stars performance, and CGX call platforms.

This leader will build, operate, optimize, and scale virtual care operations while partnering closely with clinical, technology, marketing, and enterprise teams. The scope of this role will evolve as our virtual care model grows and scales.

Operational Design & Continuous Improvement

• Lead day-to-day operational strategy for clinical call center and virtual engagement programs, including inbound/outbound campaigns, care gap outreach, and appointment conversion.

• Design and optimize dialer logic, calling strategies, and campaign prioritization to maximize reach, productivity, and member experience.

• Own member engagement strategies across phone, digital, and hybrid channels informed by performance data and clinical priorities.

• Optimize call routing, staffing models, and appointment availability to improve access and reduce friction.

Strategic Problem Solving & Analytics

• Effectively prioritize actions and recommendations based on business need, impact, and resource constraints.

• Conduct ad hoc analyses to diagnose performance issues, uncover insights, and identify opportunities for improvement.

• Analyze trends in engagement, access, scheduling, and call center performance to inform priorities.

• Develop or refine KPIs and dashboards to guide decision making.

• Translate data into clear insights and actionable recommendations for senior leaders.

Workforce Management & Capacity Planning

• Drive capacity modeling, scheduling strategy, and workforce optimization in partnership with WFM and clinical leadership.

• Balance demand, staffing, and productivity across markets, programs, and seasons.

• Identify risks to access, abandonment, and experience metrics and activate mitigation plans proactively.

Technology & Platform Enablement

• Partner with technology teams to enhance or optimize call center and scheduling platforms, including CGX call platforms, dialers, and EMR enabled workflows.

• Work with IT, vendors, and clinical stakeholders to evaluate, implement, and optimize tools that support engagement and access.

• Translate clinical and operational needs into system requirements and workflow enhancements.

Cross-Functional Leadership & Stakeholder Management

• Partner with enterprise functions (Stars, Growth, Marketing, Analytics), clinical teams, technology teams, and other stakeholders to align operational execution with business priorities.

• Drive alignment on priorities, timelines, and performance goals.

• Communicate complex issues simply and influence decisions across multiple levels of leadership.

Growth & Business Planning

• Support launch, scaling, and refinement of new virtual care programs and engagement initiatives.

• Contribute to scenario models, business cases, and forecasts.

• Help define the operating model that will support long-term growth in virtual care.

Use your skills to make an impact

Required

• Bachelor’s degree (Master’s preferred)

• 7+ years of experience leading clinical call centers, virtual care operations, or healthcare engagement programs

• Strong understanding of how call center operations impact member experience, access, Stars, and quality outcomes

• Demonstrated…