Clinical Operations Lead- RN (Nurse Case Manager)

Company: World Class Health (WCH)

Location: Remote- PST hours

Reports to: SVP of Operations

Compensation: 115-125k

We are a global Center of Excellence network helping self-insured employers save up to 50% on surgical and specialty care. By partnering with a hand-selected U.S. and international provider network, we deliver superior outcomes, predictably lower costs, and an elevated patient journey through rigorous quality standards, upfront bundled pricing, and clinician-led navigation.

Role Summary

You’ll coordinate end-to-end episodes of care—primarily surgical—for employees and dependents traveling to our Centers of Excellence (COEs) worldwide. You’ll deliver telehealth-first case management (pre-op through post-op), keep patients and stakeholders informed, and ensure safe transitions of care. As an early team member, you’ll also help build the clinical operating system of a fast-moving startup: protocols, workflows, metrics, and the team itself.

What You’ll Do

Patient Care & Case Management

• Explain program requirements, features and process to patients.
• Obtain health histories from patients and required medical records from provider offices for review and submission to appropriate specialist(s) for consultation and treatment recommendation.
• Guide patients through COE selection, scheduling, pre-op readiness, and travel logistics (with interpreter services as needed).
• Monitor during travel and admission; keep designated contacts updated.
• Support adherence to COE provider care plan before and after surgery with regard to medications, rehabilitation, and diet.
• Ensure timely communication among COE teams, PCPs, and plan stakeholders; deliver discharge summaries/op notes.
• Track recovery, surface issues early, and close the loop on outcomes and experience.
• Assesses patient’s medical, social and functional needs before and during transitions of care and tailor care coordination accordingly.

Clinical Ops & Startup Build (key operational capabilities)

• Protocol Design: Draft, pilot, and iterate clinical & navigation protocols (triage, referral, pre-op optimization, discharge, escalation).
• Quality & Safety: Stand up KPIs/dashboards (access, time-to-treatment, complications, readmits, PROMs, patient NPS); run case reviews and root-cause analyses.
• Workflow & Platform: Help shape our patient management platform (intake, tasks, alerts, templates), documentation standards, and data hygiene.
• COE Network Ops: Work with the SVP, Ops and the Network team to standardize requirements, handoffs, SLAs, and post-discharge pathways across partner sites.
• Team Building: Help recruit, onboard, and mentor nurses/care navigators; create playbooks, checklists, and training.

Common procedures supported include orthopedic, bariatric, GI, gynecologic, cardiac, and other surgical interventions.

Required Qualifications

• Must have an active RN license (BSN or equivalent) with 5+ years clinical experience, preferably managing surgical patients (Orthopedics, Bariatrics, Neuro, SICU/Trauma, Outpatient Surgery, Occ Med, or related)
• Prior early stage start up experience required
• Experience working remotely
• Tech savvy; Strong proficiency in google suite (gsheet, gdoc, etc)
• Experience building and implementing clinical and navigation protocols
• Comfort coordinating across multiple providers and care settings, including COE models

Preferred Qualifications

• Prior coordination within a COE program
• Operational/process improvement experience. Project management experience a plus
• Multicultural exposure or medical travel familiarity.
• Bilingual (Spanish/Hindi) a plus.

Skills & Traits

Builder mindset—comfortable testing, learning, and iterating.

Relentless ownership to support patients end-to-end.

Excellent organization, documentation, and time management; able to juggle multiple cases.

Creative problem-solver; collaborative, positive, and flexible (occasional evenings/weekends).

Trust-building bedside manner; clear communicator (phone, email, messaging).