Clinical Operations Manager

Summary of Position

The Clinical Operations Manager is a clinical and operational leader responsible for supporting the performance, quality, and daily operations of the Care Coordination team. This role serves as a development pathway for future Regional Clinical Director (RCD) responsibilities by providing progressive exposure to clinical oversight, team leadership, and program management.

The Clinical Operations Manager ensures adherence to care coordination standards, supports staff development, and contributes to the delivery of high-quality patient care and client satisfaction, including direct patient engagement when necessary.

Key Responsibilities

1. Team Leadership & Oversight

   1. Provide direct support, guidance, and coaching to Care Coordinators (CMAs, RMAs, LPNs, RNs).

   2. Serve as the primary escalation point for workflow, performance, and clinical concerns.

   3. Monitor daily team performance, productivity, and engagement.

   4. Support onboarding, training, and ongoing staff development.

   5. Reinforce adherence to company policies, workflows, and expectations.

2. Clinical Quality & Compliance

   1. Make calls to patients as needed to support care coordination, address escalations, or assist during high-volume or staffing gaps.

   2. Conduct and support chart audits and documentation reviews to ensure quality and compliance.

   3. Monitor adherence to care coordination protocols and regulatory requirements.

   4. Assist in resolution of clinical escalations and patient-related concerns.

   5. Promote consistent, high-quality patient engagement and care planning practices.

3. Performance Management

   1. Track and evaluate individual and team performance metrics (productivity, quality, engagement).

   2. Provide routine feedback, coaching, and performance improvement support.

   3. Partner with leadership and HR to execute corrective action processes (coaching, verbal warning, written warning, PIP).

   4. Identify performance trends and recommend targeted development actions.

4. Operational Execution

   1. Assist with daily workflow management, staffing coverage, and workload distribution.

   2. Support achievement of client expectations and service level agreements.

   3. Participate in implementation of new processes, tools, and operational initiatives.

   4. Identify workflow gaps and recommend process improvements.

5. RCD Development Responsibilities

   1. Shadow and support RCD functions, including program oversight and performance monitoring.

   2. Participate in leadership discussions, reporting, and operational planning.

   3. Assist with client-related needs and communications as appropriate.

   4. Demonstrate progressive readiness for transition into RCD responsibilities.

Experience

1. Active RN license.

2. Minimum 2 years of clinical experience; care coordination experience preferred.

3. Prior leadership, mentoring, or supervisory experience preferred.

4. Strong knowledge of care coordination workflows, documentation, and compliance standards.

5. Ability to manage performance, prioritize tasks, and lead in a remote environment.

Skills

1. Excellent written and verbal communication skills.

2. Proficient in Microsoft Office Suite, G-Suite, and other digital collaboration tools.

3. Strong organizational skills with the ability to prioritize multiple projects.

4. High attention to detail and professionalism in handling client-facing tasks.

5. Ability to engage and motivate remote employees in a virtual work environment.

6. Self-motivated and capable of managing multiple projects simultaneously.

Career Path Expectations

This role is designed as a pathway to Regional Clinical Director (RCD). Advancement is based on demonstrated performance in leadership, clinical oversight, and operational management as listed below:

1. Maintain high standards of clinical quality and compliance

2. Remain engaged in operational workflows, including patient outreach when needed.

3. Demonstrate ownership of team performance and outcomes

4. Support a positive, collaborative team environment

5. Actively engage in leadership development and RCD readiness

Home Office Requirements

All employees must have a HIPAA-compliant workplace that is free of any distractions. The workplace must be in a room with a locked door to prevent accidental PHI disclosures. The home office must have high-speed internet and a CCS-approved computer.

Work Demands

• Ability to work in a fully remote setting with a stable internet connection.

• Flexibility to accommodate different time zones and employee schedules.

• May require occasional evening or weekend training sessions to meet organizational needs.

• Ability to remain seated for extended periods while conducting virtual training sessions.

• Must be able to manage multiple deadlines and adjust priorities as necessary.