Director, High Acuity Care

Duly Health and Care; Downers Grove (IL); On-site; USD 125,000 - 188,000; Full time

Benefits offered by this job

Medical/Dental/Vision

Mental health benefit

Life insurance

Tuition reimbursement

401(k) match

Volunteer time off

Parental leave

Job summary

Duly Health and Care is seeking a Director of High Acuity Care to provide strategic leadership over Care Ally, Shared Decision Making, and HIC patient curation. You will partner with clinic managers and clinical leadership to standardize workflows, scale program capacity, and improve outcomes and total cost of care across a multi-site system.

The role emphasizes performance management, staffing strategy, and change management to drive measurable improvements in patient care and cost efficiency.

Qualifications

• Bachelor’s degree in Healthcare Administration, Business, Nursing or related field.
• 7+ years of experience in healthcare operations, including leadership roles.
• Experience with Value-Based Care or risk-based contracting environments is preferred.
• Clinical licensure (RN or equivalent) is a plus but not required.

Responsibilities

• Oversee three programs: Care Ally, Shared Decision Making, and High Intensity Care (HIC) patient curation.
• Lead scheduling, staffing, and capacity planning across clinics to ensure timely access.
• Develop SOPs, dashboards, and performance metrics to drive improvements.
• Align operations with payer contract terms and regulatory requirements.
• Coach and develop a high-performing multi-site care-management team.

Skills

Leadership

Healthcare operations

Population health

Cross-functional collaboration

Data analysis

Program management

Education

Bachelor’s degree in Healthcare Administration/Business/Nursing or related field

Master’s degree

Job description

At Duly Health and Care , you are supported to do your best work and make a meaningful impact every day. You will be part of a collaborative, physician-led team that works as one and puts patients at the center of everything we do.

With a connected network of providers, care teams, and services across primary and specialty care, surgery centers, imaging, lab, and therapy, you are part of a system designed to deliver high-quality, coordinated care. Together, we create an environment where you can grow, contribute, and help improve the experience and outcomes for every patient we serve.

Benefits

• Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance.
• Access to a mental health benefit at no cost.
• Employer provided life and disability insurance.
• $5,250 Tuition Reimbursement per year.
• Immediate 401(k) match.
• 40 hours paid volunteer time off.
• A culture committed to community engagement and social impact.
• Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.

The Director, High Acuity Care provides strategic and operational leadership over the programs that identify, engage, and manage Duly’s highest-riskpatients within the Value-Based Care Primary Care population. This role has direct accountability for three integrated programs: the Care Ally Program, the Shared Decision Making (Advance Care Planning) Program, and High Intensity Care (HIC) patient curation, scheduling, and review. The Director partners closely with Clinic Managers and clinical leadership to standardize workflows, scale program capacity, and drive measurable improvement in patient outcomes and total cost of care.

Key Responsibilities

1. Care Ally Program Leadership & Clinic Partnership

• Supportend-to-end performance of the Care Ally Program, includingpanel management,scheduling, and hospital discharge intervention workflows across all clinics.

• Serve as the executive escalation point for Clinic Managers on Care Ally performance, staffing, and workflow issues; resolve barriers that Managers and Care Allies cannot resolve independently.

• Direct oversight of program performance domains: panel management, patient outreach and scheduling, admissions and readmissions, Transitional Care Management (TCM), and care management productivity.

• Review performance trends and dashboards regularly; translate findings into action plans with clinic and care management leadership, and track results to close the loop.

• Lead capacity planning, resource allocation, and staffing-coverage strategy across the Care Ally team in partnership with Clinic Managers.

• Sponsor pilot programs and new workflowinitiatives, anddrive change management for adoption across clinics.

2. SharedDecision-MakingProgram Leadership & Expansion

• Direct the Shared Decision Making (Advance Care Planning) Program, partnering with Advanced Practice Providers (APPs) and Social Workers to deliver goals-of-care and advance care planning conversations for high-riskpatients.

• Build and execute an expansion strategy to scale the program’s reach, staffing model, and clinic coverage in line with population growth and risk-contract requirements.

• Establish standardized workflows, documentation standards, training, and best practices for APPs and Social Workers delivering SharedDecision Makingconversations.

• Define and monitor program KPIs, including advance care planning completion rates, documentation compliance, and downstream impact on utilization and cost.

• Partner with Clinic Managers, palliative care, hospice, legal, and compliance stakeholders to ensure the program integrates cleanly into clinic operations and meets regulatory requirements.

3. High Intensity Care (HIC) Patient Curation, Scheduling & Review

• Oversee curation of the HIC patient population, applying risk-stratification and clinical criteria in partnership with clinic and care management leadership to identify patients who need this level of engagement.

• Partner with Clinic Managers on scheduling strategy and visit capacity planning to ensure timely HIC patient access and appropriate clinician coverage.

• Lead a recurring HIC panel review cadence with clinical and operational stakeholders to assess patient status, program fit, and outcomes.

• Monitor HIC program effectiveness against cost, utilization, and quality targets, and adjust curation and scheduling approach based on results.

• Ensure HIC operations align with payer program requirements and organizational policy.

4. Cross-Program Leadership, Quality & Compliance

• Build, coach, and develop a high-performing team across all three programs; set goals, manage performance, and support career development.

• Ensure all three programs adhere to care management standards, quality requirements, payer contract terms, and organizational policy; lead audit readiness and documentation quality reviews.

• Design, implement, and maintain standard operating procedures (SOPs), tools, and training resources that support consistency across clinics.

• Report program performance, outcomes, and cost impact to the VP, Care Management and senior leadership; make data-driven recommendations for program strategy.

Qualifications

Education & Experience

• Bachelor’s degree inHealthcare Administration, Business,Nursingor related field required;Master’sdegree preferred.

• 7+ years of experience in healthcare operations, care management, or population health, including 3+ years in a leadership role with direct reports.

• Demonstrated experience in a Value-Based Care or risk-based contracting environment; experience with primary care operations strongly preferred.

• Experience leading or scaling advance care planning, palliative, or shared decision-making programs is a plus.

• Clinical licensure (RN or equivalent) preferred but not required, depending on background.

Skills & Competencies

• Proven ability to lead through influence with Clinic Managers and clinical stakeholders who are not direct reports.

• Strong analytical skills; comfortable working in performance dashboards and translating data into action plans.

• Program and project management skills, including the ability to scale a program (staffing, workflow, training) across multiple sites.

• Excellent verbal and written communication skills, with the ability to present program performance to senior leadership.

• Working knowledge of care management standards, TCM requirements, and payer/regulatory compliance in a Value-Based Care context.

If you are committed to putting our patients first and helping shape the future of care, you belong at Duly.

The compensation for this role includes a base pay range of $125-$188K with the actual pay determined by factors such as skills, experience, education, certifications, geographic location, and internal equity. Additional compensation may be available through shift differentials, bonuses, and other incentives. Base pay is only a portion of the total rewards package.

Artificial Intelligence Disclosure

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person.