Associate Director, Clinical Services

Sun Life•Wellesley, MA

8h•Hybrid

About The Position

Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work. Our team members and leaders are expected to foster connection and teamwork by being present in the office at least 2 days per week. The Opportunity: The Associate Director, Clinical Services leads a team of Registered Professional Nurses and clinical professionals responsible for operationalizing Sun Life’s Health Care Capabilities. This role ensures the team effectively connects clients, brokers, and members to clinical programs, health navigation resources, and partner solutions designed to improve access to care, support better health outcomes, and help clients manage health care costs more effectively. This position provides leadership, operational oversight, and relationship support for the clinical team responsible for bringing Sun Life Health Care Capabilities to life for clients, brokers, and members.

Requirements

Experienced Registered Nurse (RN) or clinical professional in good standing, additional certifications a plus.
3–5 years’ experience in clinical operations, health care navigation, health solutions, employee benefits, stop loss, or a similar health care or insurance-related field.
High level of clinical expertise and business knowledge related to health care delivery, client service, member engagement, cost containment, and health outcomes.
Demonstrated ability to coach and develop others.
Demonstrated ability to achieve results through staff.
Able to solve problems that don’t have clear solutions or outcomes.
Strong analytical and critical thinking skills.
Strong project management and organizational skills.
Collaborative and comfortable in cross-functional organizations.
Demonstrated ability to build trusted relationships with client-facing teams, brokers, clients, vendor partners, and cross-functional stakeholders.
Excellent communication skills, written and oral.
Proven ability to influence sales partners in adopting our health strategies.
Ability to analyze data to identify trends and opportunities.

Nice To Haves

additional certifications a plus

Responsibilities

Manage a professional clinical team responsible for consulting with internal partners, clients, and brokers to identify opportunities where Sun Life Health Care Capabilities can support members, improve access to care, and help clients achieve better financial and health outcomes.
Lead the team in identifying members and client populations that may benefit from Sun Life Health Care Capabilities, including Clinical 360, Clinical 360+, care navigation, specialty care support, and other solutions that optimize health and reduce avoidable costs.
Monitor Quality Assurance (QA) reviews regularly and provides staff coaching related to quality measures and feedback.
Sets performance goals to drive individual performance; reviews staff through the use of performance review tools and provides regular coaching and performance, growth and developmental feedback.
Provides career development and training opportunities.
Makes decisions on personnel actions such as hiring, terminations, promotions, salary increases.
Supports individuals in the identification and implementation of innovative solutions or efficiencies.
Creates collaborative relationships across Distribution, Client Services, Product, Claims, Operations, vendor partners, and other Health and Risk Solutions teams to support a coordinated service model for clients and brokers.
Serves as a leading contributor to special projects, operational readiness, and change management activities that advance Sun Life’s health capabilities strategy, improve broker and client engagement, and support measurable outcomes.
Understands client, broker, member, and business needs and fosters an interdisciplinary clinical operating model that connects clinical expertise, relationship management, and health capability execution.
Develops and reinforces servicing approaches that clarify roles, improve response consistency, and strengthen broker and client confidence in Sun Life’s ability to deliver health-focused value.
Maintains operating expenses within budget.
Ensures Key Performance Indicators are met.
Other duties as assigned.