Manager, Clinical Operations

About the role

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.

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 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.

Requirements

• Minimum of 4 years of management experience in operations management, preferably in medical device, healthcare services, or clinical setting.
• 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 cross-functional 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.

Nice-to-Have Skills

• Broader healthcare services knowledge, including familiarity with telehealth, health insurance, and diagnostics.
• Awareness of operational challenges in multiple healthcare sectors.

Qualifications

• Strong leadership, problem-solving, and organizational skills.
• Proven ability to manage high-volume operations and large teams.

Pay

Estimated pay range: $131,000.00 - $170,000.00. Actual compensation may vary depending on job-related factors including knowledge, skills, experience, and work location.

About iRhythm Technologies

iRhythm is a leading digital healthcare company that creates trusted solutions that detect, predict, and prevent disease. Combining wearable biosensors and cloud-based data analytics with powerful proprietary algorithms, iRhythm distills data from millions of heartbeats into clinically actionable information. Through a relentless focus on patient care, iRhythm’s vision is to deliver better data, better insights, and better health for all.