Clinical Operations Manager

Vida Health

77d • $100,000 - $110,000

About The Position

As a Clinical Operations Manager, you’ll lead and support our Clinical Assistant Team, streamline clinical workflows and ensure an exceptional member and provider experience. This role will focus on developing and maintaining standard operating procedures (SOPs), refining processes and serving as a subject matter expert (SME) in pharmacy benefit management (PBM) partnerships and prior authorization submissions. The ideal candidate will bring expertise in triaging member escalations, prior experience with Zendesk or similar CRM platforms and knowledge of clinical care in obesity management, specifically GLP-1 prescribing.

Requirements

• Bachelor’s degree in healthcare administration, public health or related field; clinical background/experience a plus.
• 3-5+ years of experience in clinical operations or healthcare support functions.
• Experience supervising or managing clinical or administrative staff.
• Strong knowledge of prior authorization processes, CoverMyMeds portal and patient access workflows.
• Prior experience in the obesity care space, specifically supporting GLP-1 therapy.
• Excellent communication, organizational and problem-solving skills.
• Familiarity with telehealth and digital health platforms.
• Strong analytical skills to identify trends, monitor performance metrics and recommend improvements.
• Proficiency with Zendesk (or similar platform), with ability to build and maintain reporting features preferred.

Responsibilities

• Provide day-to-day supervision and oversight and performance management to a team of Clinical Assistants, ensuring adherence to clinical protocols and high-quality member support.
• Track individual and team performance metrics. Conduct regular team meetings and 1:1 check-ins to review performance and address challenges.
• Monitor staffing levels and adjust scheduling, assigned tasks and projects to maintain adequate coverage and workload balance.
• Develop, document and implement SOPs to standardize clinical workflows across the team.
• Monitor and manage Zendesk queues for volumes, performance and quality, ensuring appropriate triage and escalation pathways based on a tiered queue system.
• Configure and maintain Zendesk dashboards and reporting to track key operational metrics (e.g., ticket volume, resolution time, SLA compliance, escalation trends, and team productivity).
• Analyze Zendesk data to identify performance trends, workload distribution and process bottlenecks.
• Document and analyze trends in ticket issues and proactively communicate findings/recommendations to clinical leadership to support process improvements, training and systematic fixes.
• Serve as an escalation point for complex clinical and administrative member, pharmacy, lab or PBM escalations.
• Partner with medical providers, pharmacies, PBMs and cross-functional stakeholders to identify and address process inefficiencies, ensuring operational excellence and high-quality member care.
• Act as a go-to resource on Pharmacy Benefit Managers (PBMs) and the prior authorization process, supporting the Clinical Assistant Team, Medical Providers and other stakeholders with guidance and best practices.
• Leverage Zendesk platform to manage and triage member and provider inquiries, streamlining ticket workflows and optimizing for overall team efficiency through reporting.
• Partner with leadership teams (Quality Assurance, Medical Leadership, Compliance, Product/Engineering, Member Support) to support ongoing improvement initiatives and enhance overall member care.

Benefits

• $100,000 - $110,000 a year

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees