Director of Operations

ROLE OVERVIEW:

American TelePhysicians is seeking a highly organized, execution-driven Director of Operations to lead and strengthen the centralized operations backbone of the organization. This role will be responsible for ensuring that all operational departments, workflows, teams, systems, and service delivery functions are aligned, efficient, accountable, and scalable.

The Director of Operations will act as the central point of coordination between executive leadership, business units, clinical operations, technology, project management, customer support, onboarding, provider coordination, administrative teams, and CRM-driven performance tracking. The ideal candidate must be able to manage complexity, bring structure to fast-moving initiatives, identify operational gaps, and ensure that every department is working toward clear goals, timelines, and measurable outcomes.

This position is critical for supporting American TelePhysicians’ growing healthcare technology, telemedicine, specialty care, remote patient monitoring, virtual hospital, enterprise healthcare, and physician service models.

KEY RESPONSIBILITIES

1. Centralized Operations Leadership

· Lead and manage the overall operations function as the centralized backbone of American TelePhysicians.

· Ensure all departments are aligned with company priorities, leadership expectations, client commitments, and delivery timelines.

· Create operational structures that support scalability across multiple business verticals, including SmartClinix, Cura4U, NeuroX, physician services, RPM, specialty care programs, and enterprise partnerships.

· Act as the operational bridge between executive leadership, business teams, clinical teams, technology teams, support teams, and project management.

2. Departmental Coordination & Execution

· Oversee day-to-day operational coordination across client onboarding, provider onboarding, patient support, clinical workflow support, project implementation, customer success, technical support coordination, reporting, documentation, and process management.

· Ensure that each department has clear responsibilities, defined ownership, and structured reporting.

· Monitor interdepartmental dependencies and remove bottlenecks that may delay execution.

· Create a culture of follow-up, accountability, clarity, and timely execution across operational teams.

3. CRM & Operational Systems Management

· Ensure CRM systems are properly used across operations, sales, client success, onboarding, implementation, and support teams.

· Monitor CRM pipelines, task completion, client and account status, follow-up activities, handoffs, and operational progress.

· Use CRM data to identify delays, missed follow-ups, bottlenecks, incomplete records, and accountability gaps.

· Work with teams to improve CRM workflows, reporting dashboards, automations, data accuracy, and operational visibility.

· Train and guide team members on proper CRM usage where required.

· Ensure that every lead, client, provider, partner, or project is properly tracked from initial stage to completion.

4. Process Development & Operational Efficiency

· Design, document, and improve standard operating procedures across the organization.

· Identify gaps in current workflows and implement practical solutions to improve efficiency, accountability, and service quality.

· Develop operational playbooks for onboarding, implementation, support, escalation, client management, provider coordination, and internal communication.

· Ensure operations are supported by repeatable systems, processes, and accountability frameworks rather than individual dependency.

5. Project & Implementation Oversight

· Oversee operational execution of key projects, pilots, deployments, client implementations, and internal initiatives.

· Work closely with project managers, product teams, technology teams, clinical teams, and business stakeholders to ensure timely delivery.

· Track milestones, risks, blockers, dependencies, ownership, and required leadership decisions.

· Provide leadership with clear visibility into project progress, delays, operational risks, and next steps.

6. Team Management & Accountability

· Manage and guide operations-related teams to ensure performance, discipline, and alignment.

· Set clear KPIs, task ownership, reporting expectations, and performance standards for team members.

· Conduct regular operational check-ins, performance reviews, workflow audits, and follow-up meetings.

· Build a culture of accountability, responsiveness, professionalism, and proactive problem-solving.

7. Client, Provider & Partner Operations

· Support smooth onboarding and ongoing operational management of clients, providers, partners, and enterprise accounts.

· Translate client commitments into clear internal execution plans with ownership and timelines.

· Coordinate with clinical, technical, business, and support teams to ensure client satisfaction and service continuity.

· Monitor service quality, response times, issue resolution, and client feedback.

· Support escalation management for operational, technical, or service-related issues.

8. Reporting, Dashboards & Leadership Visibility

· Develop structured reporting systems for leadership to monitor operational performance.

· Prepare weekly and monthly operational reports covering project status, team performance, onboarding progress, support issues, open risks, operational gaps, departmental KPIs, escalations, and resolutions.

· Create dashboards or reporting frameworks that clearly show what is progressing, what is delayed, and where leadership intervention may be required.

· Use CRM and operational data to support better decision-making, team accountability, and performance management.

9. Compliance, Quality & Documentation

· Ensure operational processes follow healthcare industry standards, internal policies, and client requirements.

· Support documentation, compliance readiness, audit preparation, credentialing support, and operational quality control where applicable.

· Maintain accurate records of workflows, decisions, client requirements, implementation steps, and internal approvals.

· Ensure sensitive healthcare operations are handled with confidentiality, professionalism, and compliance awareness.

10. Growth & Scalability Support

· Support company growth by building scalable operational models for new clients, programs, and business verticals.

· Help leadership convert business opportunities into executable operational plans.

· Prepare internal teams for growth by improving structure, staffing plans, SOPs, reporting, and cross-functional coordination.

· Ensure American TelePhysicians can scale without losing service quality, accountability, or execution discipline.

REQUIRED QUALIFICATIONS

· Bachelor’s degree in Business Administration, Healthcare Administration, Operations Management, or a related field.

· Minimum 5 years of experience in operations management, business operations, healthcare operations, project coordination, client success, or service delivery.

· Prior experience managing or coordinating cross-functional teams across operations, technology, support, business development, and client-facing departments.

· Strong understanding of how CRM systems work, including lead tracking, pipeline management, task assignment, follow-ups, reporting, workflow automation, and customer or account management.

· Hands-on experience working with CRM platforms such as Zoho CRM, HubSpot, GoHighLevel, Salesforce, Monday.com, ClickUp, or similar systems.

· Ability to use CRM data to monitor operational performance, track client progress, manage internal accountability, and generate leadership reports.

· Strong experience in developing processes, SOPs, dashboards, internal reporting structures, and operational workflows.

· Excellent communication, documentation, follow-up, and team coordination skills.

· Ability to work in a fast-paced, multi-department environment with strong ownership and execution discipline.

· Healthcare, telehealth, EMR, RPM, SaaS, or healthcare technology experience will be preferred.

PREFERRED QUALIFICATIONS

· Experience in telemedicine, digital health, EMR, RPM, virtual care, physician services, or healthcare technology platforms.

· Familiarity with HIPAA, healthcare compliance, provider onboarding, clinical workflows, and patient support operations.

· Experience managing offshore and onshore teams in a global operating environment.

· Experience supporting enterprise healthcare clients, hospitals, clinics, employers, or government healthcare projects.

· Knowledge of tools such as Zoho, HubSpot, GoHighLevel, Jira, Asana, ClickUp, Monday.com, Google Workspace, Microsoft Teams, or similar platforms.

Work Location: In person