Clinical Operations Associate Manager Non-RN (Care Management)
TypeFull-time job
LocationUnited States
Posted2 hours ago
Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
The Associate Manager, Clinical Operations is responsible for leading multiple teams and frontline leaders to achieve operational, quality, compliance, productivity, and client objectives within the Care Management program. This role provides strategic and day-to-day leadership to Team Leads, Senior Supervisors, Mentors, SMEs, and frontline staff while ensuring operational excellence and workforce readiness.
The Associate Manager serves as a key liaison between Operations Leadership, support functions, and client stakeholders. This position is accountable for overall line-of-business performance, talent development, workforce planning, risk mitigation, process improvement, and successful execution of business initiatives.Job title:
Clinical Operations Associate Manager Non-RN (Care Management)Job Description:
Operational Leadership & Performance Management
Lead and oversee day-to-day operations across multiple teams to ensure achievement of productivity, quality, compliance, attendance, and service-level objectives.
Monitor program performance and operational trends, identifying risks and implementing corrective action plans.
Drive accountability for key performance indicators (KPIs), including quality, productivity, adherence, member outcomes, and client commitments.
Partner with Workforce Management to ensure staffing plans support current and future business needs.
Ensure operational processes are executed consistently and in accordance with client and organizational requirements.
Lead operational readiness, business expansion activities, and ramp initiatives.
Provide leadership escalation support for operational challenges, service level risks, and business impacts.
Ensure adequate leadership coverage during all operational hours.
Leadership & Talent Development
Lead, coach, and develop Senior Supervisors, Team Leads, Mentors, and SMEs.
Conduct regular performance reviews, coaching sessions, and development planning discussions.
Build leadership bench strength through succession planning and talent development initiatives.
Support employee engagement, recognition, retention, and career progression programs.
Drive a culture of accountability, collaboration, innovation, and continuous improvement.
Oversee corrective action and performance management processes in partnership with Human Resources.
Client & Stakeholder Management
Serve as a primary operational contact for client requests, escalations, and performance discussions.
Represent Operations during business reviews, calibration sessions, governance meetings, and client-facing presentations.
Communicate operational performance, risks, achievements, and action plans to leadership and client partners.
Collaborate with cross-functional partners including Workforce Management, Quality, Training, Reporting, HR, Technology, and Recruiting.
Support preparation and delivery of weekly, monthly, and quarterly business reviews.
Business Performance & Reporting
Analyze operational data, performance trends, and business metrics to identify opportunities for improvement.
Review and validate leadership reporting to ensure accuracy and alignment to business needs.
Develop and execute action plans to improve operational performance and client outcomes.
Support forecasting, capacity planning, staffing recommendations, and budget management activities.
Utilize performance data to drive informed business decisions and operational strategy.
Quality, Compliance & Risk Management
Ensure compliance with client requirements, HIPAA regulations, company policies, and operational standards.
Partner with Quality and Training teams to improve performance and close identified gaps.
Monitor audit results, corrective actions, and compliance trends.
Ensure timely completion of coaching, audits, performance discussions, and required documentation.
Escalate operational, compliance, and business risks appropriately.
Promote a culture of quality, compliance, and accountability.
Strategic Initiatives & Process Improvement
Lead special projects, process improvement initiatives, and operational transformation efforts.
Identify opportunities to improve efficiency, employee experience, and member outcomes.
Support implementation of new processes, technology enhancements, and client initiatives.
Drive standardization of operational practices across teams.
Champion continuous improvement methodologies and operational excellence.
Administrative Responsibilities
Review operational reports and business summaries for accuracy and completeness.
Ensure timely completion of performance reviews, development plans, and leadership documentation.
Support hiring, interviewing, onboarding, and workforce planning activities.
Manage resource allocation and staffing decisions within assigned business areas.
Perform additional duties as assigned.
Competency Requirements
Advanced Competency
Leadership & People Management
Performance Management
Coaching & Talent Development
Business Acumen
Strategic Thinking
Workforce Planning
Client Relationship Management
Decision Making
Operational Excellence
Change Management
Project Management
Conflict Resolution
Communication Skills (Written & Verbal)
Expert Competency
Clinical Operations Leadership
Data Analysis & Business Reporting
Problem Solving & Root Cause Analysis
Stakeholder Influence
Quality & Compliance Management
Driving Results & Accountability
Other Requirements
Reports To
Operations Manager / Director, Clinical Operations
Supervises
Senior Supervisors
Team Leads
Mentors
SMEs
Frontline Staff (indirectly)
Education
Required
Bachelor's Degree in Healthcare Administration, Nursing, Business Administration, Arts and Sciences, Public Health, Psychology, Management, or related field.
Preferred
Master's Degree in Healthcare Administration, Business Administration, Public Health, or related field.
Experience
Required
Minimum 5 years of healthcare operations experience.
Minimum 3 years of leadership experience managing leaders within healthcare operations, contact center, care management, population health, or payer environments.
Experience managing multiple teams and leaders simultaneously.
Experience driving productivity, quality, compliance, and service-level performance.
Experience leading performance management and employee development initiatives.
Experience developing and executing operational action plans.
Preferred
Experience supporting healthcare payer, care management, population health, utilization management, or case management programs.
Experience leading ramp readiness, workforce planning, and business expansion initiatives.
Experience participating in client-facing operational reviews and executive presentations.
Mandatory Skills
Clinical Operations Leadership & Performance Management
Coaching, Talent Development & People Leadership
Quality, Compliance & Operational Excellence
Preferred Skills
Client Relationship Management & Executive Communication
Workforce Planning & Capacity Management
Process Improvement & Change Management
Purpose of the Role
To provide strategic leadership and operational oversight for multiple clinical operations teams, ensuring achievement of quality, productivity, compliance, service, and client objectives while developing leaders, driving continuous improvement, and supporting the overall success and growth of the Care Management program.
Success in This Role Means
Consistently achieving quality, productivity, compliance, and service-level goals.
Building a highly engaged and high-performing leadership team.
Developing future supervisors, managers, mentors, and SMEs.
Delivering strong client satisfaction and operational performance results.
Successfully managing operational risks and business priorities.
Driving continuous improvement and operational excellence across the organization.
Sagility is an Equal Opportunity Employer/Vet/Disability
Location:
Work@Home USAUnited States of AmericaOriginally posted on Himalayas
The Associate Manager, Clinical Operations is responsible for leading multiple teams and frontline leaders to achieve operational, quality, compliance, productivity, and client objectives within the Care Management program. This role provides strategic and day-to-day leadership to Team Leads, Senior Supervisors, Mentors, SMEs, and frontline staff while ensuring operational excellence and workforce readiness.
The Associate Manager serves as a key liaison between Operations Leadership, support functions, and client stakeholders. This position is accountable for overall line-of-business performance, talent development, workforce planning, risk mitigation, process improvement, and successful execution of business initiatives.Job title:
Clinical Operations Associate Manager Non-RN (Care Management)Job Description:
Operational Leadership & Performance Management
Lead and oversee day-to-day operations across multiple teams to ensure achievement of productivity, quality, compliance, attendance, and service-level objectives.
Monitor program performance and operational trends, identifying risks and implementing corrective action plans.
Drive accountability for key performance indicators (KPIs), including quality, productivity, adherence, member outcomes, and client commitments.
Partner with Workforce Management to ensure staffing plans support current and future business needs.
Ensure operational processes are executed consistently and in accordance with client and organizational requirements.
Lead operational readiness, business expansion activities, and ramp initiatives.
Provide leadership escalation support for operational challenges, service level risks, and business impacts.
Ensure adequate leadership coverage during all operational hours.
Leadership & Talent Development
Lead, coach, and develop Senior Supervisors, Team Leads, Mentors, and SMEs.
Conduct regular performance reviews, coaching sessions, and development planning discussions.
Build leadership bench strength through succession planning and talent development initiatives.
Support employee engagement, recognition, retention, and career progression programs.
Drive a culture of accountability, collaboration, innovation, and continuous improvement.
Oversee corrective action and performance management processes in partnership with Human Resources.
Client & Stakeholder Management
Serve as a primary operational contact for client requests, escalations, and performance discussions.
Represent Operations during business reviews, calibration sessions, governance meetings, and client-facing presentations.
Communicate operational performance, risks, achievements, and action plans to leadership and client partners.
Collaborate with cross-functional partners including Workforce Management, Quality, Training, Reporting, HR, Technology, and Recruiting.
Support preparation and delivery of weekly, monthly, and quarterly business reviews.
Business Performance & Reporting
Analyze operational data, performance trends, and business metrics to identify opportunities for improvement.
Review and validate leadership reporting to ensure accuracy and alignment to business needs.
Develop and execute action plans to improve operational performance and client outcomes.
Support forecasting, capacity planning, staffing recommendations, and budget management activities.
Utilize performance data to drive informed business decisions and operational strategy.
Quality, Compliance & Risk Management
Ensure compliance with client requirements, HIPAA regulations, company policies, and operational standards.
Partner with Quality and Training teams to improve performance and close identified gaps.
Monitor audit results, corrective actions, and compliance trends.
Ensure timely completion of coaching, audits, performance discussions, and required documentation.
Escalate operational, compliance, and business risks appropriately.
Promote a culture of quality, compliance, and accountability.
Strategic Initiatives & Process Improvement
Lead special projects, process improvement initiatives, and operational transformation efforts.
Identify opportunities to improve efficiency, employee experience, and member outcomes.
Support implementation of new processes, technology enhancements, and client initiatives.
Drive standardization of operational practices across teams.
Champion continuous improvement methodologies and operational excellence.
Administrative Responsibilities
Review operational reports and business summaries for accuracy and completeness.
Ensure timely completion of performance reviews, development plans, and leadership documentation.
Support hiring, interviewing, onboarding, and workforce planning activities.
Manage resource allocation and staffing decisions within assigned business areas.
Perform additional duties as assigned.
Competency Requirements
Advanced Competency
Leadership & People Management
Performance Management
Coaching & Talent Development
Business Acumen
Strategic Thinking
Workforce Planning
Client Relationship Management
Decision Making
Operational Excellence
Change Management
Project Management
Conflict Resolution
Communication Skills (Written & Verbal)
Expert Competency
Clinical Operations Leadership
Data Analysis & Business Reporting
Problem Solving & Root Cause Analysis
Stakeholder Influence
Quality & Compliance Management
Driving Results & Accountability
Other Requirements
Reports To
Operations Manager / Director, Clinical Operations
Supervises
Senior Supervisors
Team Leads
Mentors
SMEs
Frontline Staff (indirectly)
Education
Required
Bachelor's Degree in Healthcare Administration, Nursing, Business Administration, Arts and Sciences, Public Health, Psychology, Management, or related field.
Preferred
Master's Degree in Healthcare Administration, Business Administration, Public Health, or related field.
Experience
Required
Minimum 5 years of healthcare operations experience.
Minimum 3 years of leadership experience managing leaders within healthcare operations, contact center, care management, population health, or payer environments.
Experience managing multiple teams and leaders simultaneously.
Experience driving productivity, quality, compliance, and service-level performance.
Experience leading performance management and employee development initiatives.
Experience developing and executing operational action plans.
Preferred
Experience supporting healthcare payer, care management, population health, utilization management, or case management programs.
Experience leading ramp readiness, workforce planning, and business expansion initiatives.
Experience participating in client-facing operational reviews and executive presentations.
Mandatory Skills
Clinical Operations Leadership & Performance Management
Coaching, Talent Development & People Leadership
Quality, Compliance & Operational Excellence
Preferred Skills
Client Relationship Management & Executive Communication
Workforce Planning & Capacity Management
Process Improvement & Change Management
Purpose of the Role
To provide strategic leadership and operational oversight for multiple clinical operations teams, ensuring achievement of quality, productivity, compliance, service, and client objectives while developing leaders, driving continuous improvement, and supporting the overall success and growth of the Care Management program.
Success in This Role Means
Consistently achieving quality, productivity, compliance, and service-level goals.
Building a highly engaged and high-performing leadership team.
Developing future supervisors, managers, mentors, and SMEs.
Delivering strong client satisfaction and operational performance results.
Successfully managing operational risks and business priorities.
Driving continuous improvement and operational excellence across the organization.
Sagility is an Equal Opportunity Employer/Vet/Disability
Location:
Work@Home USAUnited States of AmericaOriginally posted on Himalayas
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