Director of Clinical Operations
4 days ago
New York
Company Description Tono is the AI specialty medicine company, dermatology is our focus. We connect dermatologists and leading subspecialists with the patients who need them across 34+ states, in partnership with leading health systems and cancer centers. We built our AI-powered dermatology EMR and practice-management platform to run it, and our programs span medical dermatology, complex immunology including hidradenitis suppurativa, supportive oncodermatology, and hair and cosmetic dermatology from our flagship in DUMBO, Brooklyn. We hold a high bar. Our team comes from Apple, Twitter, and Amazon. Our physicians trained and practiced at Columbia, Einstein, Harvard, Mount Sinai, Memorial Sloan Kettering, and other leading medical institutions. Together, we're building the company at the intersection of world-class medicine and AI-native engineering. We believe everyone wants the best medicine. We run a first-class business in a first-class way, and we hire people who want to be part of a team that expects to win. Join us in our mission to deliver life-changing care to more people in more places. Role Description The Director of Clinical Operations will lead the day-to-day performance, financial performance, and continued development of Tono's clinical operations across our nationwide virtual practice and in-person clinics. This is a hands-on leadership role with significant responsibility. You will run the operation while continuing to build it: leading teams, developing and scaling SOPs, managing revenue cycle, improving workflows, supporting physicians, owning operating performance, and building the systems Tono needs to scale. You should be equally comfortable walking the clinic floor, reviewing provider schedules and staffing, investigating opportunities for patient workflow optimization, building KPI dashboards, developing or redesigning SOPs, holding team members accountable, or working with Product and Engineering to automate a process. Your job is to make Tono's clinical operation increasingly reliable, efficient, measurable, profitable, and scalable while preserving an exceptional experience for patients and physicians. You will work closely with Tono's CEO, Chief Medical Officer, physicians, clinical teams,BizOps, Engineering, Finance, and Partnerships. Your responsibilities will include: • End-to-End Clinical Operations: Own the day-to-day performance of Tono's virtual and in-person care delivery, ensuring patients move reliably from scheduling through their visit, clinical support, medications, diagnostics, referrals, procedures, results, and follow-up., • Brooklyn Practice Operations: Lead operations at Tono's DUMBO clinical flagship, including staffing, scheduling, patient flow, medical assistant workflows, procedural operations, facilities, supplies, safety, and the launch of new clinical services., • Nationwide Virtual Care: Oversee the operating infrastructure supporting Tono's physician network across 34+ states, including schedules, capacity, coverage, clinical support, patient messaging, post-visit work, and continuity of care., • Physician Satisfaction & Performance support: Identify capacity constraints, improve schedule performance, satisfaction, support provider ramp-up, and make it easier for physicians to practice effectively., • Clinical Team Leadership: Recruit, develop, and manage high-performing clinical operations and support teams. Set clear expectations, establish accountability, coach team members, and address performance issues directly., • Scalable SOPs and Standardization: Build, document, implement, manage, audit, and continuously optimize SOPs across Tono's clinical organization. Create operating standards that work today and can scale across more physicians, states, sites, specialties, and partners without unnecessary complexity or loss of quality., • Revenue Cycle Management: Own the operational performance of the revenue cycle from eligibility and authorization through charge capture, coding, claims, denials, accounts receivable, collections, and external RCM partner performance. Identify leakage, diagnose root causes, and drive measurable improvement in net collections, denial rates, days in A/R, and cost to collect., • P&L and Practice Economics: Own the operating P&L for clinical operations. Manage performance across revenue growth, provider productivity, staffing efficiency, cost discipline, margin, and contribution economics. Build forecasts, identify variance, and implement action plans to improve financial performance., • Workflow and Process Improvement: Use data and direct observation to identify bottlenecks, failure points, and unnecessary work. Design and implement measurable improvements in patient access, throughput, service quality, provider productivity, team efficiency, and revenue capture., • Quality and Compliance: Partner with medical leadership to operationalize clinical standards and ensure consistent execution of policies, training, audits, safety procedures, and applicable HIPAA, OSHA, CLIA, and other regulatory requirements., • Health-System and Partner Operations: Build and manage the operational workflows required to deliver care effectively for Tono's health-system, cancer-center, and physician-group partners., • Technology and Automation: Work directly with Product and Engineering to reduce manual work, improve routing and prioritization, strengthen clinical workflows, increase physician and team leverage, improve revenue-cycle performance, and build better tools for patients and clinicians., • Growth and Expansion: Support new physicians, clinical programs, partnerships, markets, and future locations by building repeatable operating playbooks rather than recreating the operation each time., • Performance Management: Build and maintain the dashboards, operating reviews, and management cadence necessary to make performance visible and drive accountability across clinical operations and financial performance. We are looking for someone who wants to work closely with leadership to build the playbook, run it, measure it, own the numbers, and continuously improve it as Tono scales. Healthcare does not always fit neatly within traditional business hours, and neither does building a fast-growing company. We will expect you take real ownership of the operation and to be available when physicians need support and when important issues arise, including evenings and weekends when needed. Experience We believe extraordinary people come from a variety of backgrounds, but ideally you will have: • 6+ years of healthcare operations experience, with meaningful responsibility for clinical, practice, ambulatory, or care-delivery operations, • Experience leading teams in a physician practice, specialty medical group, ambulatory health system, urgent-care environment, or technology-enabled organization, • Experience operating across multiple sites, markets, service lines, or a distributed clinical organization, • A demonstrated track record of building, implementing, managing, and continuously improving scalable SOPs and operating systems, • Experience managing capacity, utilization, staffing, patient flow, and operational performance, • Experience hiring, coaching, developing, and holding teams accountable for results, • Strong analytical skills and experience managing through KPIs, dashboards, and regular business reviews, • Demonstrated ownership of financial performance, including practice P&L, revenue growth, provider productivity, staffing efficiency, margin, and cost management, • Meaningful experience managing revenue-cycle performance, including claims, denials, collections, A/R, revenue leakage, and RCM vendor performance, • Strong understanding of physician-practice economics, reimbursement, and the relationship between clinical operations and financial performance, • Demonstrated ability to work effectively with physicians, clinicians, and support teams, • Comfort with EHRs, practice-management systems, healthcare technology, and operational data, • Experience launching new sites, providers, services, or markets is a plus, • Experience in specialty medicine, dermatology, multi-site physician practices, ambulatory care, or virtual care is relevant, though not required with proper operational rigor in prior roles We care more about the scope of what you have owned, the results you have produced, and what you have built than the titles you have held. Personal Characteristics • Relentless Drive for Excellence: Holds themselves and others to exceptionally high standards., • All-In: Wants meaningful responsibility and is willing to put in the work required to build something exceptional., • Fast Learner: Learns new domains quickly, asks strong questions, gets to first principles, and develops expertise without waiting for someone else to provide the answer., • Bias to Action: Comfortable making decisions with imperfect information, moving quickly, measuring results, and adjusting as they learn., • Operational Rigor: Believes great operations require clear standards, measurable performance, disciplined follow-through, and accountability., • Systems Thinker: Does not just solve the problem in front of them. Identifies the root cause and builds a process that prevents the problem from recurring., • Desire to Work with the Best: Motivated by working alongside exceptional physicians, engineers, and operators in a high-performance, mission-driven environment., • Startup Mindset: Positive, resourceful, adaptable, and energized by an environment where the company is growing quickly and many of the systems still need to be built., • Integrity and Trust: Exercises strong judgment, communicates candidly, handles sensitive information appropriately, and can be trusted with significant responsibility. Compensation and Benefits • 150,000-185,000 base salary, depending on experience and qualifications, • Meaningful equity, • Medical and dental benefits, • Paid time off and company holidays, • Growth opportunities in a fast-scaling, mission-driven organization Location: New York City, on-site
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