Vice President of Virtual Operations

About Lightfully Behavioral Health

Lightfully Behavioral Health is a prominent provider in mental health care, delivering evidence-based and compassionate treatment focused on holistic wellness. Operating across residential, partial hospitalization, intensive outpatient, and virtual care, Lightfully leads mental health services in Southern California with plans for dynamic expansion.

Role Overview

The Vice President of Virtual Operations will lead the strategic direction, operational effectiveness, and financial outcomes of the organization's virtual care programs. Reporting to the Chief Operating Officer and collaborating with interdisciplinary teams, this leader ensures clinical excellence, growth, compliance, and outstanding client and provider experiences within virtual services.

Key Responsibilities

• Uphold the company’s core values known as the Lightfully “Shining Commitments”.
• Oversee daily management and leadership of clinical virtual operations, enabling teams to meet clinical performance goals.
• Design and implement strategic plans for virtual operations aligned with product strategy and vision.
• Develop scalable operational systems that support growth while maintaining clinical quality.
• Improve client access, scheduling efficiency, group census management, and clinical workforce models.
• Manage all operational metrics including census growth, productivity, revenue, labor costs, budget adherence, and contribution margins.
• Control labor costs and variable expenses in line with operational goals.
• Lead monthly operational reviews with executive leadership to assess performance.
• Engage in annual budgeting and forecasting processes for growth.
• Plan and execute virtual service expansions into new states.
• Provide employee management including hiring, onboarding, coaching, training compliance, performance evaluations, timecard administration, and disciplinary actions when required.
• Enhance employee engagement, retention, and reduce turnover within virtual programs.
• Collaborate with People Operations and Clinical teams for effective team onboarding and quality initiatives.
• Facilitate client admissions, transitions, and optimize client length-of-stay metrics.
• Ensure compliance with regulatory standards, safety policies, and internal procedures.
• Resolve client complaints, grievances, and disciplinary matters related to virtual programs.
• Partner with Marketing, Outreach, and Admissions to drive census growth.
• Work with IT to optimize telehealth platforms, electronic medical records, scheduling software, automation, and reporting.
• Execute additional duties as assigned.

Required Skills and Competencies

• Strong leadership and personnel management capabilities.
• Exceptional organizational and time management skills.
• Robust financial and operational insight.
• Proficiency with healthcare technology platforms including EHR systems, telehealth solutions, Microsoft Office, and data reporting tools.
• Fluency in English is mandatory; Spanish language skills are advantageous.
• Excellent communication abilities and discretion with confidential information.

Physical and Mental Requirements

• Effective communication via phone, electronic messaging, and face-to-face.
• Capability to work in environments with occasional noise.
• Ability to stand, sit, bend, stoop, and lift up to 20 pounds as needed.
• Prolonged periods of desk work involving computer use.
• Respectful and effective interaction with diverse clients and staff from various cultural and demographic backgrounds.
• Sound decision-making and problem-solving in a fast-paced environment.
• Emotional intelligence, empathy, and professionalism in handling organizational issues.
• Independent work with accountability and strong focus on strategic planning and analysis.

Additional Information

• Position requires passing a thorough background check.
• This is a fully remote role, requiring the ability to perform all responsibilities from a home office.

Qualifications

• Master's degree in a counseling-related discipline or a Bachelor of Science in Nursing (BSN).
• Active, unrestricted clinical license such as LCSW, LMFT, or RN.
• Minimum seven years of progressive healthcare operations management experience.

Compensation and Benefits

• Annual salary range of $140,000 to $170,000.
• Competitive pay structure.
• Medical, dental, and vision insurance coverage.
• Paid time off alongside self-care days.
• 401(k) retirement savings plan.
• Opportunities for continuing education and professional growth.
• Employee assistance program (EAP).
• Supportive culture emphasizing authenticity, connection, and integrity.