What are the responsibilities and job description for the Director of Clinical Operations position at Total Care Connect?
Position Summary
The Director of Clinical Operations is a key leadership role responsible for overseeing all day-to-day clinical and field operations for Total Care Connect’s Mobile Integrated Healthcare (MIH) program. This leader ensures that Paramedics and clinical support staff deliver safe, high-quality, patient-centered care inside patients’ homes. The Director is accountable for operational performance, adherence to clinical policies and protocols, staff development, and execution of standardized processes that support clinical excellence, regulatory compliance, and organizational growth.
Key Responsibilities
Clinical & Operational Leadership
Oversee daily clinical field operations for all MIH teams, ensuring efficiency, safety, and compliance.
Provide operational oversight for Mobile Integrated Healthcare Paramedics and clinical support staff.
Ensure consistent execution of clinical workflows, care pathways, and Mobile Integrated Healthcare best practices.
Policy, Process & Protocol Execution
Ensure strict adherence to all clinical policies, procedures, protocols, and medical director directives.
Implement quality improvement initiatives targeting protocol compliance, documentation accuracy, and patient safety.
Review, update, and standardize clinical processes in collaboration with the Medical Director and VP of Clinical Services.
Staff Management & Development
Hire, onboard, train, supervise, and evaluate Paramedics and clinical operations staff.
Conduct regular field performance evaluations and assessments.
Lead ongoing training, skills maintenance, competency verification, and clinical education efforts.
Provide coaching, mentorship, and performance management to ensure high-functioning, patient-focused teams.
Operational Oversight
Monitor deployment, scheduling, and daily staffing levels to ensure coverage and operational readiness.
Troubleshoot escalations, complex cases, and clinical barriers encountered by field staff.
Maintain oversight of equipment, supplies, and clinical hub readiness.
Facilitate communication between field teams, care coordinators, leadership, and medical oversight.
Quality, Compliance & Reporting
Monitor KPIs related to clinical quality, safety, response times, and patient outcomes.
Ensure compliance with state regulations, MIH standards, organizational policies, and payer program requirements.
Conduct clinical chart reviews and oversee documentation quality in the ePCR system.
Lead investigations of clinical incidents, near-misses, complaints, or sentinel events, ensuring timely follow-up and corrective action.
Interdisciplinary Collaboration
Partner with the Medical Director and VP of to support protocol development, clinical oversight, and medical quality initiatives.
Work with Care Coordination, Payer Strategy, Technology, and Leadership teams to support integrated program operations.
Represent the MIH program during partner meetings, quality committees, and performance reviews.
Qualifications – Required
Ohio Paramedic certification, or Nursing Licensure with EMS experience. 3 years of progressive experience in EMS, MIH, community paramedicine, or related clinical operations.
Leadership or supervisory experience in clinical or operational management.
Strong knowledge of MIH models, paramedic scope of practice, and home-based acute care operations.
Experience with ePCR systems, quality improvement, and protocol compliance.
Strong communication, leadership, and team-building skills.
Qualifications – Preferred
Bachelor’s degree in healthcare administration, nursing, public health, EMS management, or related field.
Experience launching or scaling MIH or community paramedic programs.
Familiarity with payer-facing MIH models, value-based care, or healthcare operations analytics.
Reports To
VP of Clinical Operations / Medical Director
Direct Reports
MIH Paramedics, Leads/Supervisors, Clinical Support Staff