Director of Operations | IRO |

Director of Operations — Independent Medical Review Platform

Our client is a fast-growing, founder-led company on a mission to make independent clinical reviews faster, more accurate, and truly evidence-based. Their platform and network of 1,000+ physician experts help managed-care clients contain costs without compromising patient care.

As Director of Operations, you'll own the engine that turns that mission into daily reality — scaling volume, tightening quality, and protecting every SLA so evidence-based care reaches more patients and payers.

What You'll Own

• Deliver 99% on-time completion of utilization, peer, disability, and IRO reviews while growing monthly volume 20% year-over-year
• Cut average turnaround from receipt to final determination by 15% within 12 months through workflow redesign and platform optimization
• Reduce clinical and administrative error rates below 1% via real-time quality dashboards and targeted physician-panel coaching
• Build a scalable staffing model (internal + contractor) that maintains <24-hour peak capacity without overtime spikes exceeding 5%
• Achieve 95%+ client-satisfaction scores by owning SLA performance, exception handling, and root-cause resolution
• Implement two major process or technology improvements per quarter that lower cost per review while preserving evidence-based standards

What You'll Have

• Direct reporting line to the founding leadership team
• A 15–25 person operations group to lead (review coordinators, quality analysts, vendor managers)
• Full access to a proprietary review platform and a 1,000-physician advisory panel
• Dedicated budget for process automation and training
• Cross-functional partners in Clinical, Client Success, and Product

What You Bring

• 7+ years directing high-volume healthcare operations — utilization management, IRO, or disability review strongly preferred
• Proven track record hitting 99%+ SLA compliance while scaling 20%+ annually
• Hands-on experience implementing quality systems that dropped error rates below 1% in a regulated environment
• Experience managing mixed internal/contractor workforces and physician-expert panels
• A data-driven operator's mindset — comfortable with dashboards, root-cause analysis, and continuous improvement

Why This Role

• Direct line to founders and the chance to shape operations at an early-stage, high-growth company
• Work alongside 1,000+ board-certified physicians whose expertise is the core of the product
• Measurable impact — every hour shaved from review time improves patient access and payer economics
• Lean, founder-led culture that values speed, evidence, and quality over bureaucracy