Manager, Clinical Operations

Job Summary and Purpose:  

We are seeking an experienced and results-driven Clinical Operations Manager to lead and optimize the daily operations of our services team. This role will oversee a team of 20-25 non-exempt staff, ensuring high performance in a fast-paced, high-volume environment. 

The ideal candidate will have extensive experience in managing large non-exempt teams, driving continuous improvement through KPIs and performance metrics, and utilizing workflow automation tools to enhance operational efficiency. 

This position requires excellent leadership skills, cross-functional communication abilities, and a focus on customer service. 

Key Responsibilities: 

• Team Management: Oversee daily operations of a team of 20-25 non-exempt staff, ensuring performance meets department production, quality, and operational standards. 

• Performance Management: Track and evaluate staff performance metrics, implementing process improvements to meet or exceed quality and efficiency goals. 

• Coaching & Development: Provide coaching, guidance, and recognition to foster a high-performance culture. Conduct performance reviews and facilitate corrective actions in partnership with HR and senior leadership. 

• Escalation & Recovery: Manage customer service in high-volume environments, ensuring efficient escalation and recovery processes to meet service excellence standards. 

• Operational Oversight: Ensure day-to-day service delivery in a high-volume environment runs efficiently and in accordance with established policies and regulations. 

• Compliance & Regulations: Ensure compliance with FDA regulations and company policies, collaborating with cross-functional teams to maintain and update these standards. 

• Strategic Planning: Contribute to strategic planning and leadership initiatives, working closely with senior management to achieve long-term organizational goals. 

• Budget & Resource Management: Oversee team budget, managing resources and additional hours needed to achieve targets. Partner with talent acquisition to manage headcount and recruitment strategy. 

• Staff Development: Facilitate ongoing staff development by coordinating training with clinical teams to meet performance and quality standards. 

• Continuous Improvement: Assist with quality management programs, provide feedback on operational efficiencies, and collaborate on cross-functional projects to support company-wide initiatives. 

• Performance Dashboards & Tools: Utilize workflow automation tools and performance dashboards to monitor team performance and operational metrics, ensuring alignment with organizational goals. 

Must-Have Skills and Qualifications: 

• Team Leadership: Proven experience managing large teams in a service environment, with a focus on performance management and fostering a high-performance culture. 

• KPI and Metrics: Expertise in utilizing KPIs and performance metrics to drive operational improvements and meet organizational objectives. 

• Clinical Operational Workflow Management: Experience managing clinical operational workflows, overseeing day-to-day service delivery in high-volume environments. 

• Workflow Automation Tools: Proficiency with workflow automation tools and familiarity with production software and performance dashboards. 

• Cross-functional Communication: Strong communication skills to collaborate effectively with clinical, operational, and leadership teams. 

• Customer Service Excellence: Demonstrated experience managing customer service in high-volume settings and implementing recovery processes to enhance customer satisfaction. 

• Escalation & Recovery: Experience in managing efficient escalation and recovery processes to resolve operational issues. 

• Compliance & Regulatory Knowledge: Understanding of state and federal regulations in healthcare operations and the ability to ensure compliance. 

• Staff Performance & Development: Experience in performance management, staff coaching, and fostering staff development through training initiatives. 

Nice-to-Have Skills and Qualifications: 

• Broader Healthcare Services Knowledge: Familiarity with healthcare services, including telehealth, health insurance, and diagnostics. 

• Operational Challenges Across Sectors: Awareness of operational challenges in multiple healthcare sectors. 

Qualifications: 

• Minimum of 4 years of Management experience in operations management, preferably in medical device, healthcare services or clinical setting 

• Strong leadership, problem-solving, and organizational skills 

• Proven ability to manage high-volume operations and large teams
  
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