Director of Clinical Operations & Video Engagement

About This Role

This leadership role focuses on managing and expanding the clinical team at the core of the company's video-based care model. The Director will define and ensure the quality, consistency, and impact of all video-based patient interactions, specifically how nurses, pharmacists, and health coaches engage patients on camera. The role combines operational leadership and people management with a strong emphasis on driving patient engagement through video.

Responsibilities

• Own Scene's Engagement Standards for video-based care, defining what “good” looks like on camera for clarity, empathy, tone, adherence support, and clinical accuracy
• Set the vision for how asynchronous video is used to motivate, retain, and support patients over time, and continuously evolve that vision as the platform and patient population grow
• Identify, test, and scale new video engagement approaches (formats, cadence, messaging) that improve adherence and continuity of care
• Serve as the clinical and video-engagement voice in program and workflow design, recommending enhancements that improve video quality and patient experience
• Develop and articulate a clear vision for clinical operations that aligns with organizational goals for quality, patient outcomes, digital patient engagement, innovation, and operational performance
• Translate strategy into operating plans, team structures, staffing models, and performance expectations
• Partner closely with internal stakeholders (e.g., Enrollment, Customer Success, Growth, Product) to ensure clinical programs are launched, optimized, and scaled with operational excellence
• Serve as a clinical voice in product and workflow design, recommending enhancements that improve team efficiency, video quality, and patient experience
• Lead, mentor, and grow a diverse clinical team (nurses, pharmacists, health coaches, and support staff) into confident, effective video communicators
• Build performance management frameworks that explicitly measure video engagement quality, including clarity, empathy, and impact on medication adherence
• Coach individuals and teams directly on on-camera presence and technique; model high-quality video engagement yourself, including appearing on video
• Own patient engagement and retention KPIs; oversee staffing, scheduling, and coverage to hit service levels and engagement targets
• Partner with HR to design training, hiring criteria, competency assessments, and succession plans built around video engagement skills, not just clinical credentials
• Implement and maintain QA programs that evaluate video engagement effectiveness alongside clinical quality and protocol adherence
• Monitor performance in real time; identify engagement, quality, or compliance gaps and act quickly and consistently
• Standardize SOPs and escalation pathways to reduce variability in how video is delivered across the team