Director of Care Team Operations Full Time NEW

TITLE: DIRECTOR OF CARE TEAM OPERATIONS

About This Role

At Wellness Care, care team operations is the engine that drives everything. As Director of Care Team Operations, you’ll own that engine — leading a growing network of 5–7 care teams, each built around a Registered Nurse Care Manager supported by a team of five Care Pros. You’ll be responsible for how these teams are organized, how they perform, and how they scale as Wellness Care continues to grow.

This is a senior, non-clinical leadership role for someone who has operated in complex healthcare environments, knows how to build high-performing teams, and takes genuine ownership of outcomes. You’ll set the operational strategy, drive the systems and processes that deliver consistent care quality, and work directly with the executive team to shape the future of our CCM model.

What You’ll Do

Operational Leadership & Strategy

• Own end-to-end operations for Wellness Care’s chronic care management program — strategy, execution, and continuous improvement.
• Direct the operational structure and daily performance of 5–7 care teams, each consisting of one RN Care Manager and five Care Pros.
• Design and implement scalable workflows, team structures, and care delivery processes that improve patient retention, engagement, and outcomes.
• Build the operational infrastructure needed to support Wellness Care’s next phase of growth — including staffing models, capacity planning, and team expansion.
• Establish and own program metrics: track performance against KPIs, identify trends, and lead data-driven improvement efforts.

Team Leadership & Development

• Lead, coach, and develop RN Care Managers and their Care Pro teams — creating a culture of accountability, excellence, and patient-first service.
• Oversee Care Pro assignments under each RN, aligning experience, skill sets, and strengths to patient chronic conditions and time zone segments.
• Drive staffing, scheduling, and resource planning across care teams to ensure appropriate coverage and workload balance.
• Build a high-retention team environment through clear expectations, recognition, and professional development pathways.

Patient Engagement & Care Quality

• Champion patient-centered care initiatives and ensure every team is delivering consistent, high-quality touchpoints across the patient journey.
• Oversee micro-touchpoint communication strategies — daily and weekly patient engagement via phone, text, and email.
• Monitor patient satisfaction and engagement data; respond proactively to retention risks and service gaps.
• Ensure full compliance with HIPAA, CMS guidelines, and Wellness Care’s clinical and operational standards.

Cross-Functional Collaboration & Reporting

• Partner with clinical leadership, IT, finance, and administration to improve systems, tools, and the overall patient experience.
• Collaborate with the billing and compliance team on CCM documentation accuracy and Medicare billing integrity.
• Deliver regular operational reporting and performance updates directly to the CEO and executive leadership.
• Serve as the senior operational voice in strategic planning conversations around CCM program growth and market expansion.

What We’re Looking For

Required:

• 5+ years of progressive operations experience in healthcare, chronic care management, or a related clinical services environment.
• Demonstrated experience leading multi-disciplinary healthcare teams, including clinical staff (RNs or similar) and non-clinical coordinators.
• Strong operational acumen: workflow design, capacity planning, performance management, and data-driven decision-making.
• Working knowledge of CCM program requirements, Medicare billing, and CMS compliance standards.
• Experience with EMR platforms, patient engagement tools, and business intelligence / analytics systems.
• Bachelor’s degree in Business Administration, Healthcare Management, Public Administration, or related field required.

Preferred:

• Master’s degree in Business Administration, Health Administration, or related field.
• Prior director-level or equivalent leadership experience with direct budget responsibility.
• Background scaling operations in a high-growth healthcare or value-based care environment.
• Experience with Medicare Advantage, ACO structures, or remote patient monitoring programs.

How Success Is Measured

• Care team performance metrics trend positively: patient retention, engagement rates, and CCM program enrollment.
• Operational processes are documented, scalable, and consistently executed across all teams.
• New care teams are successfully onboarded and ramped as the organization grows.
• Cross-functional partners describe you as reliable, proactive, and easy to work with.
• Executive team has full visibility into operational health through accurate, timely reporting.

Why Wellness Care

Wellness Care is a Medicare-covered care coordination company headquartered in Richardson, TX, dedicated to improving health outcomes for chronically ill patients through proactive, personalized care management. We work alongside physicians and health systems to close care gaps, reduce hospitalizations, and enhance quality of life — while helping practices maximize the value of their Medicare patient populations.

We’re growing fast because the model works. If you want a director-level role where your operational decisions directly affect patient lives and company growth, this is it.