Director of Clinical Network Operations

Position Overview

The Director of Clinical Operations will lead and optimize the clinical operations of the NOCD Clinical Network. This role will oversee multiple Clinical Operations Managers and Senior Clinical Operations Managers, who in turn manage teams of therapists, ensuring high-quality patient care, operational efficiency, and strong therapist performance.

Key areas of focus include improving therapist retention, enhancing Member retention and treatment adherence, ensuring therapists meet their committed hours, and driving unadjusted utilization. The role will also serve as a liaison between clinical operations and key departments, including clinical recruitment, training, compliance, credentialing, cross-licensing, and payor enrollment.

As a Director, you will be responsible for overseeing and managing the day-to-day operational and clinical needs of the network. You will work closely with the Chief Network Operating Officer and VP of Network Growth to identify operational and clinical opportunities, and implement long-term solutions to meet clinical metrics and utilization goals. You will carry a clinical caseload of 5 clinical hours per week. 

Key Responsibilities

Leadership & Clinical Operations Oversight

• Supervise and provide leadership to multiple Clinical Operations Managers who oversee teams of remote therapists across multiple states.
• Develop and implement strategies to improve clinical workflows, therapist efficiency, and Member engagement in a virtual setting.
• Analyze and improve unadjusted utilization, ensuring therapists meet their committed hours and maintain a balanced caseload.
• Establish key performance indicators (KPIs) and drive a data-driven approach to optimizing clinical team performance.
• Collaborate with leadership to refine clinical workflows, implement best practices, and scale operations effectively.
• Provides on call coverage

Therapist Retention, Performance & Development

• Oversee therapist retention strategies, ensuring a stable and engaged workforce across all clinical teams.
• Partner with Clinical Operations Managers to ensure therapists receive effective supervision, mentorship, and professional development opportunities.
• Support Clinical Operations Managers in addressing therapist challenges, including workload management, Member concerns, and crisis intervention.
• Lead initiatives to enhance therapist job satisfaction in collaboration with the Therapist Engagement Committee, career growth opportunities, and overall workplace culture in a remote setting.

Member Treatment Retention & Quality Assurance

• Develop strategies to improve Member treatment retention and engagement, ensuring continuity of care.
• Ensure follow up by Clinical Operations Managers in areas including clinical documentation audits, and adherence to clinical protocols.
• Facilitates documentation of workflows for therapists and COMs to ensure consistent process adherence.
• Address Member feedback and work cross-functionally to enhance Member experience and outcomes.

Cross-Departmental Collaboration & Organizational Growth

• Serve as a liaison between clinical operations and other key departments, including:
• Clinical Recruitment – Partner on therapist hiring strategies to ensure utilization optimization and 70% availability for new Members.
• Clinical Training – Work to enhance training programs that support therapist effectiveness and retention.
• Cross-Licensing & Payor Enrollment – Support initiatives to expand therapist licensure coverage and insurance enrollment.

Development Team- Collaborates and provides input for all NOTO changes, enhancements and rollout timelines.

• Work closely with the Chief Network Operating Officer and VP of Network Growth to optimize therapist scheduling, and utilization

Qualifications & Requirements

• Master’s or Doctoral degree in Psychology, Social Work, Counseling, or a related field.
• Licensed as an LPC, LCPC, LCSW, LMFT, PsyD, or equivalent (must be licensed to practice in at least one U.S. state).
• Minimum 5+ years of clinical experience, with demonstrated clinical leadership.
• Previous experience in a Clinical Operations Manager Role
• Strong background in therapist retention, treatment retention, utilization management, clinical training and supervision.
• Excellent leadership, strategic planning, and problem-solving skills.
• Proficiency in electronic health records (EHR), HIPAA compliance, and data-driven decision-making.

Preferred Qualifications

• Background in working in a large-scale telehealth behavioral health practice.
• Experience managing a nationwide network of remote therapists.
• Proven ability to enhance therapist utilization rates, caseload balance, and scheduling efficiency