Clinical Operations Associate Manager (Seasonal/Temporary)

The role of an RN Assistant Manager Operations is to assist in managing overall account performance and financial profits by coaching and developing Supervisors to deliver quality performance. Managing Supervisors to ensure day to day operations are successful.Clinical Operations Associate Manager (Seasonal/Temporary)

Key Responsibilities

Operational Leadership & Business Performance

• Lead day-to-day operations to ensure achievement of productivity, quality, service level, compliance, and client performance targets.
• Monitor and drive key operational metrics including productivity, quality, protocol adherence, CPD, attendance, schedule adherence, customer experience, and clinical outcomes.
• Conduct routine business reviews with Team Leaders to identify trends, risks, and opportunities.
• Review operational performance and implement action plans to close gaps and sustain results.
• Partner with Workforce Management to ensure staffing levels align with volume forecasts and service commitments.
• Ensure timely escalation and resolution of operational, clinical, and client-impacting issues.
• Drive a culture of accountability and ownership across the leadership team.
• Support budget management through effective utilization of staffing resources and overtime controls.
• Ensure business continuity plans, contingency plans, and disaster recovery procedures are operationally effective.

People Leadership & Talent Development

• Lead, coach, and develop Team Leaders to build a high-performing leadership pipeline.
• Conduct regular leadership coaching sessions focused on performance management, employee engagement, and leadership effectiveness.
• Develop and execute Individual Development Plans (IDPs) for Team Leaders and high-potential employees.
• Ensure performance management activities, coaching documentation, calibration sessions, and corrective actions are completed timely and consistently.
• Drive employee engagement, retention, and recognition initiatives.
• Partner with Human Resources on employee relations matters, disciplinary actions, and workforce planning.
• Lead succession planning efforts and identify future leaders within the program.
• Foster a positive and inclusive work environment that supports employee well-being and professional growth.

Ramp Readiness & Workforce Growth

• Lead operational readiness activities for new hire classes, expansions, and seasonal ramps.
• Partner with Recruitment, Workforce, Training, Quality, and Operations leadership to ensure ramp plans are executed successfully.
• Validate staffing requirements, hiring timelines, training capacity, mentor readiness, and nesting support plans.
• Monitor ramp progress through onboarding, training, nesting, production readiness, and stabilization phases.
• Ensure adequate Team Leader, mentor, and clinical support coverage throughout the ramp lifecycle.
• Identify risks that may impact staffing, readiness, performance, or client commitments and proactively implement mitigation plans.
• Drive retention efforts for new hires during ramp and early tenure periods.
• Track ramp performance metrics and provide leadership updates on readiness, productivity, quality, and staffing attainment.
• Support implementation of new programs, process changes, and client initiatives impacting operational delivery.

Clinical Operations Oversight

• Support escalation management involving member, provider, and clinical concerns.
• Ensure clinical processes are executed in accordance with client requirements, regulatory standards, nursing scope of practice, and company policies.
• Partner with Clinical Leadership and Quality teams to identify trends and implement corrective actions.
• Promote evidence-based decision-making and member advocacy principles across operations.
• Monitor clinical performance indicators and operational compliance requirements.

Quality, Compliance & Continuous Improvement

• Drive adherence to HIPAA, HITECH, URAC, client requirements, and organizational policies.
• Partner with Quality and Training teams to improve performance, reduce defects, and enhance customer experience.
• Conduct root cause analyses and implement sustainable corrective actions for recurring issues.
• Lead process improvement initiatives focused on efficiency, performance, quality, and cost management.
• Ensure audit findings, client concerns, and compliance gaps are addressed timely.
• Champion a continuous improvement culture across the operation.

Client & Stakeholder Management

• Serve as an operational point of contact for client-related initiatives and deliverables.
• Participate in business reviews and performance discussions with internal and external stakeholders.
• Ensure timely and accurate submission of operational reports and client deliverables.
• Collaborate with cross-functional partners including Workforce Management, Training, Quality, Human Resources, Clinical Leadership, Finance, and Business Enablement teams.
• Effectively communicate operational updates, performance insights, risks, and mitigation strategies to leadership.

Reporting & Analytics

• Analyze operational dashboards and performance reports to identify trends and opportunities.
• Leverage data to drive decision-making and recommend actions that improve operational performance.
• Ensure Team Leaders maintain accurate reporting, coaching documentation, and performance records.
• Prepare weekly, monthly, and quarterly business reviews for leadership and clients.
• Monitor staffing, attrition, productivity, quality, and financial performance indicators.

Financial Management

• Support achievement of financial goals through effective workforce utilization and productivity management.
• Monitor overtime, staffing efficiency, and operational expenses.
• Identify opportunities to improve operational effectiveness without compromising quality or member experience.
• Support financial forecasting, budgeting, and workforce planning activities as required.

Education

• Associate Degree or Diploma in Nursing required.
• Bachelor of Science in Nursing (BSN) preferred.

Experience

• Minimum of 3 years of experience in a clinical call center, utilization management, care management, case management, telehealth, or healthcare operations environment preferred.
• Minimum of 2 years of leadership experience managing supervisors, team leaders, or frontline clinical staff.
• Healthcare industry experience required.
• Experience managing remote or virtual teams preferred.
• Experience supporting workforce growth, onboarding, and ramp initiatives preferred.

Mandatory Skills

• Active, unrestricted nursing license.
• Strong leadership, interviewing, hiring, coaching, and performance management skills.
• Ability to manage multiple priorities, initiatives, and projects simultaneously.
• Excellent written, verbal, and interpersonal communication skills.
• Strong presentation and facilitation skills.
• Demonstrated analytical, critical thinking, and decision-making abilities.
• Knowledge of quality improvement methodologies and performance management processes.
• Ability to motivate, influence, and develop high-performing teams.
• Strong collaboration and stakeholder management skills.
• Member-focused mindset with a commitment to service excellence.
• Ability to assist members in navigating the healthcare system and community-based resources.
• Cultural awareness and sensitivity in serving diverse populations.
• Ability to work effectively in a remote or hybrid environment.
• Ability to assess risk and escalate operational, clinical, and member issues appropriately and timely.
• Proficient computer and systems skills, including reporting and data analysis tools.
• Thorough understanding of case management principles and practices.
• Knowledge of disease management programs and population health concepts.
• Understanding of family and group dynamics.
• Knowledge of behavior change and coaching techniques.
• Demonstrates empathy, professionalism, and emotional intelligence.
• Experience leading and developing teams in a virtual environment.
• Ability to interpret operational metrics and translate data into actionable business plans.
• Ability to lead cross-functional initiatives and drive operational improvements.
• Preferred Skills
• Basic financial acumen, including budgeting, workforce planning, cost-benefit analysis, and resource optimization.
• Experience supporting client-facing operations within a healthcare BPO/contact center environment.
• Experience leading ramp readiness, workforce expansion, or new program implementation initiatives.
• Knowledge of workforce management principles, staffing models, and capacity planning.
• Experience presenting business performance reviews to senior leadership and clients.
• Lean, Six Sigma, or Continuous Improvement experience preferred.
• Experience developing leadership pipelines, succession plans, and employee engagement initiatives.

Success Measures (KPIs)

• Productivity
• Quality
• Protocol Adherence / Compliance
• CPD
• Service Level Achievement
• Customer Experience (CSAT/NPS)
• Employee Engagement (VOE/ESAT)
• Attrition and Retention
• Attendance and Schedule Adherence
• Ramp Readiness and Graduation Success
• Leadership Development and Succession Readiness
• Operational Efficiency
• Client Satisfaction

Sagility is an Equal Opportunity Employer/Vet/Disability.

Work@Home USAUnited States of America