JOB SUMMARY
The Director, Program Operations is responsible for leading and optimizing key operational functions that support the delivery of Outcomes’ clinical programs. This role provides strategic oversight of Quality, Clinical Operations, and Patient Communications, ensuring processes are efficient, scalable, and compliant with regulatory requirements.
The Director partners cross-functionally to establish performance metrics, drive continuous improvement, and ensure consistent execution of operational standards that support high-quality outcomes for clients and patients.
ESSENTIAL DUTIES & RESPONSIBILITIES
Quality Oversight
- Lead the Quality function, including direct oversight of individual contributors
- Establish departmental goals, KPIs, and performance metrics aligned with organizational objectives
- Continuously evaluate and improve the efficiency and effectiveness of quality assurance processes
- Oversee the development and maintenance of network guides, policies and procedural resources
Clinical Operations Leadership
- Provide strategic oversight to Clinical Operations, including management of the Clinical Operations leader
- Ensure effective management of clinical engines and operational workflows supporting all clinical programs
- Drive consistency, scalability, and performance across clinical processes
Patient Communications Oversight
- Lead the Patient Communications function, including oversight of communications sent to patients
- Ensure all patient-facing communications meet applicable CMS and regulatory requirements
- Develop and maintain standard operating procedures (SOPs) related to patient engagement strategies
Process Improvement & Governance
- Establish and monitor operational metrics to drive accountability and continuous improvement
- Identify opportunities to enhance operational efficiency, reduce risk, and improve outcomes
- Ensure alignment of processes across Quality, Clinical Operations, and Patient Communications
Cross-Functional Collaboration
- Partner with Product, Engineering, Compliance, and Client-facing teams to support program success
- Provide operational insights to influence program design, implementation, and ongoing optimization
MANAGEMENT & SUPERVISORY RESPONSIBILITIES
- Directly manages multiple functional areas, including:
- Quality (individual contributors)
- Clinical Operations (manager-level direct report)
- Patient Communications (individual contributors)
- Responsible for team performance management, goal setting, coaching, and development
- Contributes to hiring, workforce planning, and organizational design decisions
KNOWLEDGE, SKILLS & ABILITIES
- Strong understanding of healthcare operations, clinical program delivery, and quality assurance processes
- Ability to develop and implement performance metrics and operational KPIs
- Demonstrated success driving process improvement and operational efficiency at scale
- Knowledge of CMS requirements and regulatory considerations related to patient communications
- Strong leadership, organizational, and cross-functional collaboration skills
- Excellent written and verbal communication skills
QUALIFICATIONS
- PharmD or Bachelor of Science in Pharmacy; Licensed Registered Pharmacist (RPh) required
- Healthcare industry experience required
- Experience leading operational or clinical teams preferred
- Prior experience in quality, clinical operations, or patient engagement functions preferred
PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Frequent sitting in stationary position at a desk
- Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs
- Occasional twisting of body
- Occasional reaching by extending hands and arms in any direction
- Occasional lifting, pulling, or pushing
What’s In It For You?
- Medical, Dental and Vision Plans
- Voluntary Benefits
- HSA & FSA
- Fertility & Family Planning Benefits
- Paid Parental Leave
- Adoption Assistance Program
- Employee Resource Groups
- Flex PTO for Exempt Associates & up to 15 PTO days in first year of employment for non exempt associates
- 11 Paid Holidays
- Corporate Wellness Program
- 401(k) plan offering both pretax and Roth contributions, plus an employer match
