Director, Clinical Operations

Overview

Position
:
Director, Central Clinical Operations (CARES Center)

Location
:
West Palm Beach, Florida

Reports To: Chief Operating Officer (COO)

Role Type: Exempt | Full-Time

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.

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.

• 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.

• 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.

• 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.

• Own CARES Center operating budgets, staffing models, and vendor relationships.
• Ensure…