Director of Telehealth Operations

About Us:

Arora Health & Aesthetics is a fast-growing company that helps wellness and digital health companies scale their business. Physician-led and patient-centered, we provide the team, technology, and tools clients need to deliver care with confidence. Whether it’s peptides, aesthetic treatments, weight loss, hormone therapies, or regenerative medicine, our platform makes it safe, simple, and scalable.

Position Summary

We are seeking an experienced and dynamic Director of Telehealth Operations to own the end to end patient journey, as well as lead and optimize our fully remote team of telehealth providers and supporting functions. This critical role is responsible for driving the effectiveness and efficiency of our entire remote clinical operation, ensuring high-quality patient care, exceptional team performance, and strong operational results.

The ideal candidate is a proactive leader with a proven track record in optimizing direct-to-consumer telehealth workflows, workforce management/scheduling, remote operations management, people leadership, and a deep understanding of the key performance indicators (KPIs) that define successful telehealth delivery, including:

• Throughput and Time to Delivery
• Order Processing Time
• Provider Utilization and Capacity
• Provider Productivity (e.g., visits per hour/day)
• Operational Cost Per Visit
• Patient Wait Times and Service Level Agreements (SLAs) for Chat/Support
• Provider Engagement and Retention

Key Responsibilities

Telehealth Architecture

• Full-Lifecycle Ownership: Own end-to-end telehealth workflows from telehealth clearance, labs, pharmacy fulfillment, and follow-up, ensuring full visibility across the entire lifecycle.
• Value Chain Integration: Understand and oversee how the EMR system, telehealth platform, pharmacies, labs, CRM, and payment integrations work together, how data flows across them, ensuring each step connects seamlessly to the next. Partner with Product, Tech, Compliance, and Clinical teams to turn ideas into repeatable, compliant workflows.
• Program Architecture: Build and optimize modality-specific journeys (ex. HRT, Longevity) including intake logic, lab rules, provider decision trees, refill cadence, and escalation in conjunction with Clinical team
• Automation & Scalability: Drive automation & AI enablement including intake triage, clinical routing, documentation, analytics, and follow-up triggers. Design systems to scale efficiently (fewer clicks, fewer handoffs, less provider time per patient)

Leadership & People Management

• Direct Management and Coaching: Lead, mentor, and manage a fully remote team of licensed telehealth providers, fostering a culture of high performance, accountability, and continuous improvement.
• Performance Feedback: Conduct regular one-on-one meetings, performance reviews, and provide constructive, data-driven coaching and feedback to enhance individual and team productivity and quality of care.
• Team Engagement: Develop strategies to ensure team cohesion, engagement, and retention within a remote work environment.
• Recruiting & Hiring: Source, interview, and hire ideal candidates based on business needs including total capacity and state coverage. Partner with external hiring managers as needed.
• Training & Onboarding: Partner with clinical and training teams to ensure comprehensive onboarding and ongoing training for providers on operational processes, technology, and compliance.

Operational Efficiency & Productivity

• KPI Management: Define, track, and regularly report on core operational KPIs, including (but not limited to) total volume, provider utilization, SLAs, visit duration, quality scores, and operational costs.
• Process Optimization: Identify bottlenecks and inefficiencies in the provider workflow and implement scalable solutions to streamline processes and maximize provider productivity without compromising care quality. Create and implement SOPs to enforce.
• Technology Oversight: Serve as the primary operational stakeholder for telehealth technology platforms, ensuring providers have the necessary tools and that systems are used efficiently.
• Scheduling & Coverage: Develop and maintain staffing and scheduling models to ensure optimal provider coverage that meets patient demand across all hours of operation, optimizing capacity and utilization.

Support Function Oversight

• Medical Chat Operations: Directly oversee the operational efficiency and quality of the medical chat function, ensuring timely and clinically appropriate responses.
• Customer Support Integration: Oversee the customer support functions relevant to the patient experience, ensuring seamless coordination with clinical operations and high patient satisfaction.

Compliance & Quality

• Operational Compliance: Ensure all remote operations adhere to state and federal telehealth regulations, licensing requirements, and company policies.
• Quality Assurance: Collaborate with Clinical Leadership on operational quality assurance processes to maintain the highest standards of patient safety and care.

What We’re Looking For:

What We’re Looking For

• Bachelor’s degree in Healthcare Administration, Business, or a related field; Master’s preferred.
• 8+ years of progressive leadership experience in healthcare operations, with at least 5 years in a dedicated telehealth or remote operations management role.
• Deep understanding of workforce management and schedule optimization with various conditions (employee status, state of employment, state licensure, labor laws).
• Demonstrated expertise in managing large, diverse, fully remote teams.
• Exceptional analytical skills with a proven ability to define, implement, and track operational KPIs and metrics to drive measurable results. Experience running full analysis on raw data sets from various EMR sources.
• Exceptional skills in people management, coaching, and performance development.
• Deep familiarity with telehealth technology, Electronic Health Records (EHRs), and operational workflows.
• Excellent written and verbal communication skills, with an ability to communicate complex data and strategies simply.

Nice to Have:

• Familiarity with provider licensure and state regulations for clearances
• Familiarity with prescribing capabilities and regulations for both non-controlled and controlled substances

Perks & Benefits:

• Fully remote work with flexible hours
• Collaborative, fast-moving team environment
• Exposure to a high-growth sector with opportunities to expand your role
• $500/month stipend for insurance
• 2 Weeks PTO after 30 days of employment
• 10 paid company holidays
• 401k Plan