Clinical Operations and Patient Experience Director

Director, Clinical Operations & Member Experience

Radford level: M5 (Director) in healthcare services / digital health

• Owns cross-functional systems, not just a function
• Responsible for end-to-end member experiences and journey
• Builds clinical and operational rigor into the end to end experience
• Builds new programs from scratch (ADT workflows, engagement strategy)
• Has strategic + execution responsibility
• Owns external partnerships + strategy
• Has measurable cost-of-care impact through key experience and workflow enhancements
• Leverages AI to support coaches and improve the experience to reduce friction 
• Compensation: Base $170K.

ABOUT THE ROLE

Vanna Health is seeking a Director, Clinical Operations & Member Experience to strengthen the systems, workflows, and member-facing experiences that support high-quality, scalable care. This leader will work across clinical, operational, and cross-functional teams to improve how members move through our care model, from first touchpoint through ongoing engagement and experience, while helping ensure internal processes stay efficient, supportive, and mission-aligned.

 

This is a build role at a scaling organization. The right candidate doesn't just optimize what exists. They identify what's missing, help create structure where there isn't any, and bring the clinical fluency to understand what actually matters on the ground. They're comfortable with operational complexity, work well across teams, care deeply about making care delivery better for patients and the people delivering it, and are excited about developing innovative member experiences that create a strong sense of “people, place, and purpose”, outside of traditional clinical responsibilities. This person will also play an active part in how Vanna Health shows up externally, helping ensure the member experience reflects and reinforces our brand and community presence.

WHAT YOU'LL DO

• Lead the design and improvement of core clinical and operational workflows, including intake, onboarding, member communication, care coordination, and follow-up, to help teams deliver consistent, high-quality care at scale.  This role puts the member experience at the center to ensure outcomes are achieved
• Oversee the member experience and journey end to end, identifying friction points and working across teams to improve access, consistency, and engagement
• Work with clinical, operational, and product teams to build and refine workflows, protocols, and communication pathways, translating frontline insight and member feedback into practical, scalable solutions
• Develop and track key metrics related to member experience, onboarding effectiveness, workflow efficiency, and operational performance, using data to find opportunities and guide continuous improvement
• Help shape and oversee member-facing messaging, education, and engagement strategy, ensuring all touchpoints feel clear, supportive, and aligned with the Vanna Health experience
• Collaborate with marketing and leadership to build Vanna's presence within healthcare and community ecosystems, in ways that reflect our mission and connect with the members we serve
• Build and nurture partnerships and collaborations that strengthen the member experience and expand Vanna Health's reach within the communities we serve
• Build and own a proactive member communications strategy — an area currently without dedicated ownership — covering ADT-triggered outreach, multi-channel engagement (phone, letters, incentives), and content development, with all approaches grounded in cost of care and population health goals
• Leverage ADT (Admission, Discharge, Transfer) data to engage members at key care transitions, developing personalized materials and outreach protocols for members post-discharge, and managing approval processes for materials and incentives with Carillon and state Medicaid
• Create and sustain a member community engagement program — including activities, events, and peer connection opportunities — that deepens member belonging and keeps people connected to Vanna Health beyond clinical care. This will include nurturing partnerships with mental health clubhouses and other local community organizations, as well as developing internal programming that supports members in strengthening their sense of purpose and belonging in the community.

QUALIFICATIONS

• 5+ years of experience in healthcare operations, clinical program management, patient experience, care delivery improvement, or related leadership roles
• Experience building or scaling clinical programs, workflows, or operational systems, ideally in a growth-stage or early-stage healthcare