Clinical Operations Manager

iRhythm Technologies, Inc.•San Francisco, CA

4d•Onsite

About The Position

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.

Requirements

Proven experience managing large teams in a service environment, with a focus on performance management and fostering a high-performance culture.
Expertise in utilizing KPIs and performance metrics to drive operational improvements and meet organizational objectives.
Experience managing clinical operational workflows, overseeing day-to-day service delivery in high-volume environments.
Proficiency with workflow automation tools and familiarity with production software and performance dashboards.
Strong communication skills to collaborate effectively with clinical, operational, and leadership teams.
Demonstrated experience managing customer service in high-volume settings and implementing recovery processes to enhance customer satisfaction.
Experience in managing efficient escalation and recovery processes to resolve operational issues.
Understanding of state and federal regulations in healthcare operations and the ability to ensure compliance.
Experience in performance management, staff coaching, and fostering staff development through training initiatives.
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

Nice To Haves

Familiarity with healthcare services, including telehealth, health insurance, and diagnostics.
Awareness of operational challenges in multiple healthcare sectors.

Responsibilities

Oversee daily operations of a team of 20-25 non-exempt staff, ensuring performance meets department production, quality, and operational standards.
Track and evaluate staff performance metrics, implementing process improvements to meet or exceed quality and efficiency goals.
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.
Manage customer service in high-volume environments, ensuring efficient escalation and recovery processes to meet service excellence standards.
Ensure day-to-day service delivery in a high-volume environment runs efficiently and in accordance with established policies and regulations.
Ensure compliance with FDA regulations and company policies, collaborating with cross-functional teams to maintain and update these standards.
Contribute to strategic planning and leadership initiatives, working closely with senior management to achieve long-term organizational goals.
Oversee team budget, managing resources and additional hours needed to achieve targets. Partner with talent acquisition to manage headcount and recruitment strategy.
Facilitate ongoing staff development by coordinating training with clinical teams to meet performance and quality standards.
Assist with quality management programs, provide feedback on operational efficiencies, and collaborate on cross-functional projects to support company-wide initiatives.
Utilize workflow automation tools and performance dashboards to monitor team performance and operational metrics, ensuring alignment with organizational goals.