Clinical Operations Manager - Virtual Care Management (RN)

About the role

This role leads virtual care operations that support patients between clinical visits, including care navigation, longitudinal chronic care management, and remote therapeutic monitoring. You will manage these functions through a team of supervisors, ensuring patients receive timely follow-up, appropriate clinical support, and consistent care coordination. The position combines clinical credibility with operational leadership across multiple teams, workflows, queues, and coverage models. You will oversee performance, staffing, quality, compliance, and service delivery while translating operational data into practical workflow decisions. A key focus is ensuring strong follow-through, from test results and provider orders to chronic condition outreach, documentation, and escalation. You will also help develop scalable processes, support program growth, and maintain effective 24/7 coverage across a remote workforce. This is a fully remote U.S.-based leadership opportunity for an experienced RN who is highly organized, data-driven, and comfortable operating in a fast-paced virtual healthcare environment.

Responsibilities

• Lead daily care navigation operations, including case assignment, prioritization, aging, closure, and accountability for patient cases from initiation through resolution.
• Establish and enforce workflow standards for time-sensitive activities such as returned results, clinical rechecks, provider order follow-up, returned faxes, and referrals.
• Set production expectations, caseload capacity, and turnaround-time standards by task type while monitoring queue health and reallocating work before backlogs develop.
• Define clear responsibilities and escalation pathways across RNs, care navigation specialists, clinical leads, and supervisors.
• Oversee longitudinal chronic care management operations, including care plan development, patient outreach cadence, and documentation completeness.
• Manage daily execution of 24/7 nursing coverage, including shift handoffs, overnight production expectations, weekend and holiday rotations, and minimum staffing requirements.
• Ensure inbound patient calls are answered and clinically triaged appropriately across all operating hours, including rollover coverage from adjacent teams.
• Partner with clinical leadership on scope-of-practice requirements, triage protocols, and escalation processes involving providers.
• Lead remote therapeutic monitoring operations through medical assistants and licensed practical nurses conducting proactive outreach, medication adherence monitoring, and interventions.
• Manage ratio-based caseload models, assigning and rebalancing patient panels as census changes and escalating staffing needs when growth exceeds workforce plans.
• Ensure clinical concerns are promptly escalated to nursing and provider teams while maintaining required documentation and billing standards for monitoring services.
• Execute published staffing plans across caseload-based, coverage-based, and 24/7 operating models