Director of Clinical Operations & Video Engagement

Department: Patient Solutions 

Reports To: VP of Operations

About the Role

Scene Health is on a mission to solve medication non-adherence. We're a diverse team of clinicians, technologists, and public health enthusiasts building high-impact, patient-centered solutions.

The Director of Clinical Video Engagement will lead and scale the clinical team at the center of Scene's asynchronous video-based care model. This is a video-first leadership role: you will own how our nurses, pharmacists, and health coaches show up on camera, and you will be accountable for the quality, consistency, and impact of every video-based patient interaction. Operations and people management are core to the job — but the differentiator we're hiring for is the ability to lead a team whose primary craft is engaging patients through video.

You will build the standards, coaching systems, and performance frameworks that turn video into Scene's most powerful adherence and retention tool, while also running the day-to-day operations — staffing, QA, compliance — that keep a clinical video program running at scale.

We’re looking for a dynamic, strategic leader to be the driving force behind building, managing, and scaling a high-performing clinical organization that delivers exceptional, patient-centered care through Scene’s digital patient engagement platform, anchored by asynchronous video. This role centers on people leadership, operational discipline, and accountability, with a strong emphasis on driving innovative, high-quality digital patient engagement at scale.

This hands-on leadership role blends operational rigor with compassionate team development to build a strong, values-driven clinical culture and to improve retention in care and long-term patient engagement. You will lead teams delivering Video Directly Observed Therapy (VDOT), video-based medication engagement and health coaching, pharmacy services (including MTM and CMRs), and other clinical interventions delivered through Scene’s platform, while fostering a department where clinicians feel supported, accountable, and proud of the care they provide.

Key Responsibilities

Video Engagement Strategy & Standards

• 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

Team Leadership & Performance

• 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, not just throughput — 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.

Operational Discipline & Quality Assurance

• 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.
• Ensure accurate, timely documentation to support billing, reporting, and compliance.
• Use operational platforms (e.g., Salesforce, Talkdesk, Scene's platform) to track KPIs and inform decisions; analyze performance data to find engagement innovation opportunities and intervention needs.

Cross-Functional Partnership

• Partner with Enrollment, Customer Success, Growth, and Product to launch, optimize, and scale video-based clinical programs.
• Represent the clinical video engagement function at external meetings and events.

About You

• You lead with video engagement as a craft, not an afterthought — you can articulate what makes a patient video interaction land, and you can teach it.
• You're a strong people manager who builds high-performing teams through structure, clarity, and accountability.
• You set a high bar and enjoy coaching teams to excellence, using direct, candid feedback and clear expectations.
• You bring an entrepreneurial mindset, unafraid to tackle hard problems and challenge assumptions in service of better outcomes.
• You are comfortable on camera yourself — modeling high-quality video engagement and leading your team by example.
• You thrive in a fast-paced, mission-driven environment and balance strategic thinking with hands-on execution.

Job Requirements

• Clinical background (e.g., Nurse, Pharmacist, PA, or equivalent).
• 10+ years of progressive leadership experience leading clinical teams, including in technology-enabled or digitally delivered care models.
• Demonstrated experience building and coaching teams on video-based or camera-facing communication — e.g., telehealth, video coaching, virtual care, or similar.
• Proven success in building team structures, performance frameworks, and engagement or retention metrics.
• Experience developing and enforcing clinical protocols, QA programs, and quality standards within scalable, tech-driven care models.
• Strong data and technology fluency, with hands-on experience using digital tools to manage operations and performance.
• Bachelor's degree required.

Preferred Qualifications

• Experience leading digital health or virtual care programs, especially those leveraging asynchronous video engagement.
• Experience working in a startup or health tech company.
• Experience partnering with hospitals, health plans, or public health organizations on quality improvement initiatives.
• Advanced degree (e.g., MBA, MPH, MScN).
• Spanish language capabilities.

Why Join Us

• Competitive salary range
• Paid vacation, paid sick leave, plus paid holidays
• Health, dental, vision, short- and long-term disability
• 401(k) retirement savings plan

The biggest perk is that you will be working on a game-changing solution in healthcare with people who are talented, motivated, and passionate. Scene has impacted thousands of lives to date, and you will be integral in scaling that impact — while working remotely and helping define what world-class video engagement looks like in healthcare.

Be part of an innovative healthcare solution addressing a $500B medication adherence challenge. Collaborate with passionate professionals across healthcare, technology, and public health sectors, with professional development and growth opportunities within a rapidly scaling company.

If you are a compassionate, tech-savvy healthcare leader with a passion for video-based patient engagement and medication adherence, we want to hear from you! Apply today to help us transform healthcare and empower patients toward better health outcomes.

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas at this time.

We carefully hire the best talent we can find, which means actively seeking diversity of beliefs, backgrounds, education, and ways of thinking. We believe in reflecting the diversity of our customers and their patients in our team. We strive to build an inclusive culture where differences are celebrated and leveraged to inform better design and business decisions. Scene is proud to be an equal-opportunity workplace. We are committed to equal opportunity regardless of race, color, religion, sex, gender identity, national origin, ancestry, citizenship, age, physical or mental ability, legally protected medical condition, family care status, military or veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by local, state, or federal laws.