Director, Central Clinical Operations

Job Description

Position: Director, Central Clinical Operations (CARES Center)

Location: West Palm Beach, Florida

Reports To: Chief Operating Officer (COO)

Role Type: Exempt | Full-Time

About Bluebird Kids Health

Bluebird Kids Health is a dynamic organization that provides underserved communities with new access to value-based pediatric primary care. We are on a mission to provide exceptional care, so every child can thrive. We offer comprehensive, evidence-based primary and urgent care services to children and their families, with support around-the-clock. Our care model includes robust care coordination, chronic disease management, and other population health supports. Our success is measured by exceptional health outcomes, lower medical costs, an outstanding child and family experience, and a rewarding environment for our clinicians and staff.

Position Description

Bluebird Kids Health is seeking a visionary clinical operations leader with a patient and family-first mindset to lead the CARES Center, a best-in-class enterprise access and remote care platform that serves as a core operating engine in our value-based pediatric primary care model.

The CARES Center offers comprehensive access to resources, education, and support to our children and their families. This role will design and orchestrate a broad range of services extending beyond a traditional in-bound call center to encompass clinical triage and remote urgent care, telephonic and digital outreach, care coordination, care management, and provider enablement services. Reporting to the COO and collaborating closely with the Chief Medical Officer (CMO) and our Chief Product and Technology Officer, the Head of the CARES Center will be a key leader of the clinical operations team charged with leveraging technology and delivering services that enhance patient outcomes, ensure quality and safety, create an exceptional experience for our children and their families, lower total medical spending, and drive growth of the company.

What You’ll Do

Enterprise Access & Performance Ownership

• Own all centralized clinical operations including patient access, outreach, clinical triage, care coordination, and care management services.
• Establish and manage core access KPIs including speed to answer, abandonment rate, scheduling accuracy, first-contact resolution, and patient experience.
• Balance access performance with staffing models, demand forecasting, and cost efficiency in a value-based environment.
• Design and operate standardized, scalable workflows that support core CARES Center functions.
• Partner with clinical leaders to develop and maintain clinical protocols, triage algorithms, escalation pathways, and safety standards.
• Ensure seamless handoffs between the CARES Center and practice-based care teams.

Population Health Management & Value-Based Performance

• In collaboration with clinical operations, analytics, and technology leaders, use data to segment populations, prioritize outreach, and deploy CARES Center resources to drive measurable improvements in quality, utilization, and outcomes.
• Translate value-based contract requirements into daily operating priorities for the CARES team.
• Lead care coordination services focused on children with complex needs, ensuring continuity across specialties, hospitals, and community resources.

Team Leadership & Operating Discipline

• Build, lead, and develop a high-performing, multidisciplinary team across access, outreach, clinical triage, care coordination, and care management functions.
• Establish clear roles, standard work, productivity expectations, and coaching systems.
• Foster a culture of continuous improvement, accountability, and family-centered care.

Data, Technology & Continuous Improvement

• Partner with Product and Technology to design tools, dashboards, and workflows that enable efficient, high-quality centralized care.
• Use data and analytics to monitor performance, identify gaps, and drive operational improvements.
• Lead process improvement and innovation initiatives that improve access, outcomes, and cost.

Financial Stewardship & Compliance

• Own CARES Center operating budgets, staffing models, and vendor relationships.
• Ensure compliance with clinical, regulatory, and payer requirements.
• Balance growth, quality, and cost in a value-based care context.

Other duties as assigned

How Success Is Measured

• Improved access and patient experience performance
• Measurable improvements in engagement, care gap closure, and clinical outcomes
• Reduction in avoidable utilization (ED visits, inpatient stays, etc)
• Strong CARES Center team culture, productivity, and performance
• Scalable, standardized operations that support growth across markets

What You’ll Need

• A minimum of 10 years of progressive leadership experience in clinical operations roles, with at least 5 years leading centralized programs and services, preferably within a value-based care delivery organization. Pediatric care experience is a plus.
• Expertise in population health management, telehealth technology, and digital health strategies.
• Proven track record of designing and executing operations in rapidly scaling service delivery organizations.
• Proficiency in data analytics to guide decision-making and improve service delivery.
• Strong leadership and communication skills, with the ability to inspire a team and drive cross-functional collaboration and complex projects.
• A strategic thinker with a hands-on approach to problem-solving and decision-making.
• Advanced degree in a relevant field (e.g., MBA, MHA, MS, or equivalent) strongly preferred.

Bluebird Kids Health is an Equal Employment Opportunity Employer. We embrace the richness of diversity and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We recognize that traditional job requirements can sometimes inadvertently exclude talented individuals from underrepresented backgrounds or those who have taken non-traditional paths to acquire their skills. Therefore, even if you do not meet every listed requirement or have gained your qualifications in unconventional ways, we wholeheartedly encourage you to apply. We value passion, potential, and the drive to learn just as highly as formal qualifications, and we are committed to building an inclusive workplace where everyone’s contributions are valued.

What We Offer

1. The opportunity to lead a best-in-class access and remote care platform within a mission-driven pediatric care delivery organization.
2. A competitive compensation package with performance incentives and, for some roles, equity participation.
3. A collaborative and dynamic workplace with significant professional growth opportunities.
4. A diverse and inclusive company culture that values every team member's contribution to our mission.
5. Competitive medical, vision, and dental insurance products.
6. Other programs including employee assistance, caregiver support, commuter benefits, flexible spending accounts, health savings accounts, short and long term disability benefits, and other exclusive employee benefits).
7. Generous paid time off.