Position: Director, Clinical Support Services (CSS)The
Clinical Support Services (CSS) Director is responsible for driving strategic, programmatic, and operational execution across all Clinical Support Service functions. This role ensures workflows are clearly defined, consistently executed, and scalable across the organization with a focus on performance, quality, and efficiency. The CSS Director also ensures the functions of the CSS team evolve to align with the changing needs of the organization.
The Director, Clinical Support Services reports to the VP, Clinical Operations and provides guidance to Clinical Support Services Supervisors to translate strategic priorities into actionable processes, including design, implementation, and driving continuous process improvement initiatives supporting organization goals and outcomes.
Responsibilities- Provide strategic, programmatic, and operations direction and oversight of all CSS team functions in support of clinical operations and patient care
- Lead, coach, and support CSS supervisors in their day-to-day operational support and management of CSS colleagues.
- Lead the design, implementation, and continuous process improvement initiatives, including refining standardized workflows, development and maintenance of standard operating procedures (SOPs), quality
metrics, and accountability conversations. - Drive inter-departmental collaboration to identify and implement new initiatives in support of clinical operations and/or patient care
- Proactively evaluate and existing processes and workflows to improve efficiency and performance outcomes in response to operations and clinician needs.
- Partner with CSS supervisors to translate program goals into operational workflows, SOPs, and tracking mechanisms
- Implement and lead priority initiatives and pilots as needed
- Represent CSS area at leadership meetings, delivering comprehensive performance report outs inclusive of all relevant metrics
- Identify, develop, and present reports, dashboards, and data analytics tools to effectively oversee all CSS functions
- Create a work environment that fosters professional development for employees and encourages empathy and compassion toward patient care
Position Requirements - Bachelor's degree or equivalent leadership experience in health administration or operations management.
- Minimum of five (5) years of leadership experience, which includes experience managing remote employees.
- Previous healthcare industry preferred.
- Ability to work independently, remain organized, & be self-motivated to drive operational performance
- Advanced analytical and reporting skills (Excel, PowerBI, Salesforce preferred)
- Ability to adapt to high level of change, ambiguity, and fast pace
- Experience in value-based healthcare preferred
- This position is preferred onsite in Brentwood, TN with potential for remote. Will include infrequent domestic travel for corporate onsite meetings.
Benefits- Comprehensive Benefits - Medical, dental, and vision insurance, employee assistance program, employer-paid and voluntary life insurance, disability insurance, plus health and flexible spending accounts
- Financial & Retirement Support - Competitive compensation, 401k with employer match, and financial wellness resources
- Time Off & Leave - Paid holidays, flexible vacation time/PSSL, and paid parental leave
- Wellness & Growth - Work life assistance resources, physical wellness perks, mental health support, employee referral program, and BenefitHub for employee discounts
