Vice President, Operations

Responsibilities

• Own the operating strategy and performance of CCS across IHC and CCV, with accountability for member experience, clinician experience, reliable care delivery, and financial results.
• Design the full member journey, including outreach, booking, visit preparation, arrival, telehealth access, and follow-up.
• Set a high bar for every interaction, including clear communication, dependable service, and technology that works for members and caregivers with different needs and levels of digital comfort.
• Build AI into operational execution across member engagement, scheduling, routing, visit preparation, documentation support, and follow-up coordination. Connect these workflows so work moves across systems, completion is tracked, and people can focus on exceptions and decisions that need their judgment.
• Create an outstanding clinician experience. Simplify the working day, put relevant member information at clinicians' fingertips, and reduce administrative work before, during, and after visits so clinicians can focus on the member in front of them.
• Partner closely with Product and Technology to build and improve the tools that run the practice.
• Translate operational needs into specific workflows and product requirements, test them with members and frontline teams, and own successful adoption and operating results.
• Partner with Clinical leadership to define where AI can act independently, where human review is required, and how exceptions reach the right person.
• Build monitoring, escalation, and clear accountability into the operating model, with clinical decisions owned by licensed clinicians.
• Lead and develop the CCS operations team, including the Director, Practice Operations and

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