Director of Business Ops

About Harmonic Health

Harmonic Health is a CMS GUIDE Model participant delivering virtual dementia care to Medicare beneficiaries nationwide. We coordinate care across patients, caregivers, and a growing network of 200+ home care and respite referral partners. Our model is fully virtual, and we are building the operational and technology infrastructure to scale this model significantly over the next several years.

The Role

We are hiring a Director of Business Operations to help scale two interconnected areas of the business: our partner network of home care and respite providers, and the internal clinical operational infrastructure that connects that network to our care model. This role works alongside existing team members who manage day-to-day partner relationships and clinical workflows. Your job is to build the systems, processes, and reporting that allow those teams to operate more effectively as volume grows.

This is not a strategy-from-a-deck role. You will design workflows, build documentation, configure platforms, and work directly with clinical staff, partners, and leadership to operationalize how Harmonic delivers care. The right person has built operations at an early-stage healthcare company before and understands the difference between a process that works on paper and one that works in the realities of a virtual care company.

Partner Network Operations (~50%)

• Help scale the systems and infrastructure that support the full partner lifecycle: sourcing, onboarding, credentialing, service area mapping, and performance tracking across a growing network of home care and respite providers.
• Build and maintain geographic coverage models that ensure enrolled patients can be matched to a qualified provider regardless of location. Identify gaps in underserved areas and coordinate outreach to fill them.
• Design scalable partner onboarding workflows so new providers move from signed agreement to receiving patient assignments quickly and with minimal manual coordination.
• Develop a partner performance framework that tracks assignment volume, response times, patient and caregiver satisfaction, and billing accuracy. Surface insights that help the partnerships team manage provider quality proactively.
• Build infrastructure to support the respite billing workflow: session tracking against annual benefit allowances, invoice reconciliation, and ensuring providers are paid accurately and on time.
• Support the partnerships team in strengthening provider relationships by giving them better data, cleaner processes, and fewer manual tasks. The goal is to free them to focus on relationship development rather than operational coordination

Internal Clinical Operations Infrastructure (~50%)

• Help build and evolve the operational platform that supports patient enrollment, appointment tracking, care gap identification, and clinical quality monitoring. Understand how data flows between systems and where breakdowns create risk or inefficiency.
• Design and refine processes for identifying patients who are falling through the cracks: missing appointments, lapsed follow-ups, or gaps in respite assignment based on clinical eligibility criteria.
• Build and maintain standard operating procedures for operational workflows, including no-show reporting, partner escalation protocols, and enrollment process documentation.
• Develop reporting and analytics that help clinical leadership understand operational performance: call volumes, staffing coverage, patient outreach effectiveness, and conversion through the enrollment funnel.
• Work with clinical leadership to translate care model requirements into operational workflows. Understand the GUIDE program structure well enough to know which operational decisions have clinical or reimbursement implications.
• Identify opportunities to use AI-powered tools to replace manual operational work, while understanding the compliance constraints of working with protected health information. Deploy those tools thoughtfully and train the team to use them.

What You Bring

• 3-5 years in healthcare operations, health tech, or a related field, ideally including time at an early-stage or high-growth company where you helped build operational infrastructure from the ground up.
• Experience supporting or managing a provider or partner network: onboarding, performance tracking, geographic coverage planning, or vendor management in a healthcare context.
• Strong working knowledge of CRM, project management, and workflow platforms. You can configure systems, build automations, and design processes without waiting for engineering support.
• Familiarity with Medicare programs, CMS innovation models, or value-based care is a plus but not required. Experience with dementia care, aging services, or similar programs is a bonus.
• Comfort with AI-powered operational tools and an understanding of what they can and cannot do in a HIPAA-regulated environment. You default to using technology to move faster.
• You write clearly and concisely. SOPs, partner communications, and internal updates are direct and specific, not padded with filler.
• You are organized to the point of being slightly obsessive about it. You maintain clean data, close loops, and follow up without being reminded.