IntusCare - Head of Clinical Transformation & Operations

• 1) Operational Leadership & Execution • Own operational oversight of IntusCare’s population health, utilization management, and compliance clinical service delivery workflows, ensuring consistent, high-quality execution across customers. • Develop and continuously improve scalable processes, playbooks and performance expectations for service delivery • Monitor team productivity, workload allocation and operational effectiveness, identifying bottlenecks and driving improvements • Partner closely with the CPHO to ensure day-to-day execution aligns with strategic priorities • 2) Team Leadership • Set clear goals and operational KPIs for individual and team performance • Create operating cadence (weekly/monthly) to keep execution on-track and visible • 3) Cross-Functional Partnership • Act as a key liaison between Population Health / Clinical Operations and Product + Engineering • Translate operational utilization management, compliance and population health needs into clear requirements (workflows, user stories, specs, business rules) • Support requirements gathering, prioritization discussions, and functional review sessions • Ensure clinical workflows and operational needs are understood and reflected in product roadmap execution • 4) External Representation • Represent the CPHO and service functions in internal meetings and select external stakeholder conversations as needed • Communicate clearly and credibly with clinical and operational stakeholders at customer organizations (especially PACE leaders) • Support relationship-building and ongoing partnership across customers and industry stakeholders • 5) Continuous Improvement & Transformation • Translate strategic initiatives into a practical transformation roadmap (people, process, and tools) • Drive operational change management: testing, implementation, adoption, and reinforcement • Bring a systems mindset to scaling: identifying what must be standardized vs. tailored by customer • 6) Clinical Services Strategy and Growth • Support CPHO in defining and evolving the ICS service delivery model to support company growth and margin targets • Develop with CPHO 1-3 year roadmap for clinical services scalability (people, process, technology, analytics) • Identify new service opportunities and expansion pathways in partnership with CPHO and Product • Drive service profitability, efficiency and ROI visibility • 7) Operational Excellence and Scalability • Own end to end performance of ICS services • Build scalable workflows, performance standards and QA frameworks • Establish capacity planning and workforce models tied to growth projections • Implement productivity benchmarks and continuous process optimization • Ensure operational readiness for new clients, products, or service expansions • 8) Technology and Enablement Leadership • Serve as executive liaison between ICS, Product and Engineering • Own vendor strategy and performance management for service-related partners • Define service-driven product requirements to improve scalability and automation • Ensure services and product roadmaps are tightly integrated • What Success Looks Like (6-12 months) • Clinical service delivery is more scalable, repeatable, and measurable, with stronger consistency across customers • The CPHO is freed up from day-to-day operational management and can focus more on strategy and growth • Product and Engineering have clearer requirements and faster alignment from the clinical services team • Team workflows, ownership, and performance expectations are well-defined and operating smoothly