Note: The job is a remote job and is open to candidates in USA. Nema Health is a specialty mental health provider focused on delivering evidence-based treatment for trauma and PTSD. The Senior Director of Clinical Operations will lead the operational strategy, performance, and scalability of the care delivery model, ensuring alignment between patient demand and provider capacity while enhancing operational efficiency and patient experience.
Responsibilities
- Own operational performance across the patient journey from intake through ongoing care
- Improve patient access, throughput, care continuity, and delivery efficiency
- Develop scalable operational processes that support growth while maintaining quality and patient experience
- Establish operating mechanisms that drive accountability, visibility, and continuous improvement
- Partner with Clinical Leadership to ensure operational processes support clinical excellence and patient outcomes
- Own provider capacity strategy and utilization performance
- Partner with People Operations, Clinical Leadership, and Finance to forecast workforce needs and support growth plans
- Develop forecasting models that align provider supply with patient demand
- Support market expansion planning and operational readiness efforts
- Ensure provider resources are deployed effectively to maximize access, utilization, and patient outcomes
- Monitor and improve key operational metrics, including:
- Time to first appointment
- CE occurrence
- CE-to-treatment conversion
- Session occurrence
- Time to sixth session
- Provider utilization
- Patient retention
- Revenue realization
- Identify bottlenecks and implement scalable solutions that improve patient flow and outcomes
- Partner with cross-functional leaders to improve conversion, retention, and care progression across the patient journey
- Develop KPI frameworks, dashboards, and operating reviews that drive accountability and performance
- Translate operational data into actionable recommendations for leadership
- Partner with Finance on forecasting, capacity planning, and growth planning
- Support executive decision-making through operational analysis and strategic insights
- Establish reporting and performance management systems that scale with the organization
- Identify opportunities to improve workflows, systems, and operational processes
- Partner with Product and Engineering to improve scheduling systems, automation, reporting, and operational tooling
- Lead operational experimentation and process improvement initiatives
- Evaluate new care delivery models and operational approaches that improve outcomes and efficiency
- Foster a culture of continuous improvement across Clinical Operations
- Lead, coach, and develop managers and operational team members
- Establish clear accountability, performance expectations, and operating rhythms across the function
- Partner with executive leadership on organizational design, workforce strategy, and future operational capabilities
- Build the structure, processes, and leadership capacity needed to scale Clinical Operations effectively
- Foster strong cross-functional relationships and alignment across Operations, Clinical, Product, Finance, and Growth
Skills
- 8+ years of experience in healthcare operations, care delivery operations, practice operations, population health operations, or a related field
- 3+ years of experience leading managers and operational teams
- Demonstrated success building and scaling operational systems, processes, and performance management frameworks
- Strong experience with capacity planning, workforce planning, utilization management, and operational forecasting
- Experience partnering closely with clinical leaders in a healthcare environment
- Strong analytical and problem-solving skills with the ability to translate data into operational action
- Experience leading cross-functional initiatives involving multiple stakeholders and competing priorities
- Excellent communication, influence, and executive presentation skills
- Ability to operate effectively in ambiguity and build structure in a rapidly evolving environment
- Experience in behavioral health, digital health, specialty care, value-based care, or other high-growth healthcare organizations
- Experience building and leading quality improvement systems in healthcare environments, including developing measurement frameworks, operational feedback loops, and structured approaches to identifying and solving process challenges
- Demonstrated ability to translate operational concepts into repeatable systems that drive continuous improvement, scalability, and patient outcomes
Benefits
- Eligible for competitive equity, reflecting the impact and scope of the position at an early-stage, mission-driven company
- Comprehensive benefits include healthcare stipend, 401(k) with matching, and stipends for work-from-home productivity and continued education
- Generous PTO and flexible work hours
- Remote-first culture with supportive team norms
- Inclusive, trauma-informed leadership
- Opportunity to grow with a fast-moving, mission-driven company
Company Overview
Nema provides comprehensive trauma care administered by PTSD-trained therapists. It was founded in 2020, and is headquartered in New York, New York, USA, with a workforce of 11-50 employees. Its website is https://www.nemahealth.com.