Senior Director, Asynchronous Care

 

Location: Remote (US) — Strong preference for Bay Area, CA
Reports to: SVP, Clinical Operations
Dotted Line: Medical Director

About Us:

We are a high-growth virtual care company redefining women’s health through technology-enabled clinical delivery.

Our care model combines synchronous visits with high-volume asynchronous care — including messaging, refills, prior authorizations, labs, and follow-ups — delivered by a distributed clinical team.

As we scale nationally, asynchronous care is no longer a support function. It is a core operational engine that drives margin, patient experience, and clinical safety.

The Role:

We are seeking a Senior Director of Asynchronous Care to build and operate a high-velocity, high-quality async care engine at scale.

This leader will own the end-to-end performance of our asynchronous care ecosystem — including throughput, turnaround time, productivity, quality, safety, and cost.

You will manage a multi-layered leadership team overseeing hundreds of Medical Assistants and clinical staff, while designing the operational systems required to scale volume significantly faster than headcount growth.

This role is equal parts operator, systems architect, and culture builder. You are accountable for results.

What You’ll Own:

End-to-End Async Performance

• Own async throughput (outflow), backlog health, and system capacity

• Set and enforce SLAs for turnaround time, safety, and quality

• Ensure every message, refill, prior authorization, and lab follow-up is completed accurately and on time

• Maintain clear visibility into backlog aging and operational risk

Org Design & Leadership Architecture

• Design and scale a multi-layer leadership structure (Directors → Managers → Assistant Managers → Medical Assistants)

• Maintain appropriate spans of control as the organization grows

• Coach and performance-manage managers to drive consistent execution across teams

• Build a culture of accountability where performance expectations are clear and measurable

• Monitor workload distribution and performance variability to maintain sustainable operating rhythms

Productivity, Economics, and Capacity Design

• Define and refine time-per-task benchmarks and unit economics

• Build headcount and capacity models aligned to forecasted demand

• Optimize cost-per-task and cost-per-visit without sacrificing quality

• Partner with Finance on spend management and hiring triggers

Demand Reduction & Systems Optimization

• Own async demand analytics (tickets per visit, tasks per visit, refill frequency, prior auth burden)

• Partner with Practice, Product, and BizOps to reduce avoidable ticket volume

• Build business cases for workflow redesign, automation, and tooling improvements

• Translate frontline friction into scalable product solutions

• Drive automation and workflow redesign to prevent linear cost expansion

Quality & Risk Oversight

• Partner with the Medical Director to maintain safe clinical practices and documentation standards

• Build and oversee QA auditing frameworks

• Ensure regulatory and compliance standards are upheld across all async workflows

Performance Governance & Executive Reporting

• Establish standardized performance dashboards and reporting cadences

• Surface systemic risks, trends, and inflection points

• Present clear performance narratives and strategic recommendations to executive leadership

• Translate operational data into investment and resourcing decisions

What We’re Looking For

• 8+ years of experience in high-volume, operationally complex environments (healthcare, telehealth, tech-enabled services, or similar)

• Proven experience managing managers and building multi-layer team structures

• Demonstrated success scaling service operations 3x+ without sacrificing margin or quality

• Strong analytical capabilities with advanced proficiency in Excel or Google Sheets

• Experience owning SLAs, productivity metrics, and quality assurance frameworks

• Comfort operating in regulated or clinically sensitive environments

You Likely Excel If You…

• Have led large-scale message-based or ticket-based operations (“inbox physics”)

• Think naturally in unit economics and cost-per-task

• Are obsessive about removing friction from workflows

• Can move between frontline operations and executive-level strategy

• Hold high performance standards without creating burnout

• Build clarity where ambiguity exists

Preferred

• Experience in virtual care, telehealth, or direct-to-patient healthcare models

• Experience operating in high-growth environments

Why This Role Matters:

Asynchronous care is one of the largest drivers of cost, patient experience, and clinical risk in our model.

If done well, it enables scale, protects margin, and improves patient satisfaction.

If done poorly, it creates backlog, burnout, and safety exposure.

This leader ensures we scale responsibly.

 

#LI-JA1