Director of Care Operations

At Diverge Health we are passionate about improving health access and outcomes for those most in need. We partner with primary care providers to improve the engagement and management of their Medicaid patients, offering independent practices with specialized resources and clinical programs to close gaps in care. Our teams work address medical, social and behavioral patient needs, lowering healthcare costs and improving patient lives. Guided by our core values of humility, continuous learning and feeling the weight, our team is on a mission to strengthen communities from within, unlocking people's ability to live their healthiest lives. 

We are seeking a Director of Care Operations to join our team in Ohio! As a pivotal part of our Market Operations team, you’ll be accountable for the performance and outcomes of local Care Teams and responsible for driving long-term improvements in care operations through insight-sharing with corporate operations and product teams. Reporting to the Market President, this is an opportunity for someone who thrives in ambiguity, builds structure from the ground up, and is energized by solving tough, high-impact problems.

What You’ll Do

As the Director of Care Operations, you will be accountable for the outputs of local care teams. You will need to demonstrate a deep curiosity for the Diverge Model of Care and understand how each role contributes to our care delivery. You'll engage directly with our patient-facing health coaches through observation (including home visits), participate in health coach training, and serve as a credible leader who can translate frontline realities into actionable improvements.

Key Areas You’ll Add Value

• Be accountable for the performance of local Care Teams, which include Health Coaches, Health Coach Managers, Nurse Practitioners, and Social Workers
• Create and implement a regular, ongoing performance review framework in partnership with Managers
• Champion a purpose-driven culture focused on delivering exceptional patient care
• Work with data to understand trends in operational metrics; support teams and individuals in identifying root causes and improving productivity
• Build and utilize dashboards and reports to identify gaps and opportunities across the care journey
• Provide structured feedback loops to improve our care model and enabling technology in collaboration with Population Health and Central Operations
• Partner with the Medical Director on clinical team management
• Mitigate day-to-day issues across the Care Team and support a scalable structure for team communication and execution
• Foster bi-directional communication and surface team feedback across all layers of the market hierarchy
  
  

What You’ll Bring

• 8+ years of experience in healthcare operations, including leading large, multi-layered teams
• Demonstrated success managing cross-functional clinical or care delivery teams
• Experience managing a team containing members with several different specialized roles and levels
• Strong familiarity with value-based care and population health.
• Experience working in start-up environments, population health, and non-traditional primary care delivery settings
• Strong data fluency—can build, interpret, and present reports to various stakeholders using tools like Excel, Salesforce reports, and PowerBI (experience with geographic information systems such as ArcGIS is a plus)
• Ability to proactively support teams and individuals who are not on track with productivity targets by assessing root causes and supporting those individuals in achieving improvements
• Able to synthesize field and data insights into action
• Comfortable traveling across Central and Northeast Ohio
  
  

Preferred Experience

• Experience in chronic condition management
• Healthcloud or Salesforce familiarity
  
  

Personal Characteristics

• Demonstrates humility and accountability for outcomes—willing to roll up sleeves and lead by example
• Detail-oriented, ownership of what their team is doing, and maintains a high level of quality control of the team's output
• High Integrity – Leads with transparency, makes calls with a focus on doing what is right by patients
• Ability to motivate a purpose-driven culture driven by delivering an exceptional experience for each patient and continued advancing in individual skill.
• Skilled in coaching, mentoring, and performance management across large, diverse teams
  
  

This is a full-time, exempt, salaried position. Commensurate on candidate experience, the expected base salary range for this role is $140,000-$170,000.

Our Investors

Diverge Health is funded by GV and incubated by Triple Aim Partners, which since 2019 has partnered with entrepreneurs to co-found and launch eight companies focused on improving the quality, experience and total cost of healthcare.

At Diverge Health we believe that a diverse set of backgrounds and experiences enrich our teams and enable us to realize our mission. If you do not have experience in all areas detailed above, we encourage you to share your unique background with us and how it might be additive to our team.

Special Considerations

Diverge Health is dedicated to the principles of Diversity, Equity and Inclusion and Equal Employment Opportunities for all employees and applicants for employment. We do not discriminate on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, reproductive health decisions, family responsibilities or any other characteristic protected by the federal, state or local laws. Our decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance and business needs.