Clinical Operations Manager (Care Management)

The Operations Manager, Clinical Operations is responsible for leading multiple Associate Managers, Senior Supervisors, and operational teams to drive overall program performance, client satisfaction, and business success within the Care Management program. This role provides strategic and operational leadership to ensure achievement of quality, productivity, compliance, attendance, service-level, and financial objectives while fostering a high-performing and engaged culture.
The Operations Manager serves as a key liaison between clients, Operations Leadership, and cross-functional support teams, providing oversight of day-to-day operations, workforce planning, talent development, operational readiness, and continuous improvement initiatives. This position is accountable for developing future leaders, mitigating operational risks, supporting business growth, and ensuring consistent execution of client and organizational objectives.
The Operations Manager plays a critical role in business reviews, client governance, strategic planning, and operational decision-making, while leading initiatives that improve member outcomes, employee engagement, operational efficiency, and overall program performance.

Clinical Operations Manager (Care Management)

Operational Performance Management

• Lead multiple Associate Managers, Senior Supervisors, and frontline teams to achieve productivity, quality, compliance, attendance, and service-level goals.
• Monitor business performance and implement strategies to address risks and performance gaps.
• Drive accountability for operational metrics, client commitments, and business outcomes.
• Oversee workforce planning, resource allocation, and operational readiness activities.
• Escalate business risks, operational challenges, and performance concerns appropriately.

Leadership & Talent Development

• Provide coaching, leadership, and development to Associate Managers and other leaders.
• Build leadership capability through succession planning and development programs.
• Conduct performance reviews, talent assessments, and career development discussions.
• Foster a culture of accountability, engagement, collaboration, and continuous improvement.
• Lead employee recognition, retention, and engagement initiatives.

Client & Stakeholder Partnership

• Serve as a primary operations contact for client discussions, escalations, and strategic initiatives.
• Lead business reviews, governance meetings, and client performance discussions.
• Communicate operational results, risks, opportunities, and action plans to stakeholders.
• Partner with Workforce Management, Quality, Training, HR, Recruiting, and Reporting teams to support business objectives.

Reporting & Business Analysis

• Review and analyze operational performance trends and financial impacts.
• Develop and oversee execution of action plans to improve business results.
• Present performance updates, strategic recommendations, and operational insights to senior leadership and clients.
• Support forecasting, capacity planning, budgeting, and growth initiatives.

Compliance & Quality Management

• Ensure adherence to all client, HIPAA, regulatory, and company requirements.
• Monitor quality performance and lead initiatives to address identified gaps.
• Ensure audit findings, corrective actions, and compliance requirements are addressed timely.
• Promote a culture of quality, compliance, and risk awareness.

Strategic Planning & Operational Excellence

• Lead process improvement and operational transformation initiatives.
• Support business expansion, ramp readiness, and implementation of new programs.
• Drive continuous improvement efforts that improve member outcomes, operational efficiency, and client satisfaction.
• Champion innovation and best practice sharing across the organization.

Additional Responsibilities

• Lead special projects and strategic business initiatives.
• Support hiring, interviewing, onboarding, and workforce planning activities.
• Collaborate with senior leadership on business strategy and operational priorities.
• Perform additional duties as assigned.

Required Qualifications

Education

Required:

• Active unrestricted U.S. Registered Nurse (RN) License

Experience

Required:

• Minimum 7 years of healthcare operations experience.
• Minimum 3 years of people leadership experience managing managers or senior leaders.
• Experience managing productivity, quality, compliance, financial, and service-level performance.
• Experience leading large, multi-team operations.

Preferred:

• Experience supporting healthcare payer, care management, utilization management, or population health programs.
• Experience leading client-facing business reviews and operational governance meetings.
• Experience supporting workforce planning, ramp readiness, and business expansion initiatives.

Knowledge, Skills & Competencies

• Strong leadership, coaching, and talent development skills.
• Ability to influence stakeholders across multiple organizational levels.
• Strong analytical and problem-solving capabilities.
• Advanced understanding of healthcare operations and compliance requirements.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office Suite, including Excel and PowerPoint.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience presenting operational performance to leadership and clients.
• Strong project management and organizational skills.
• Ability to exercise sound judgment and make decisions independently.

Success in This Role Means

• Delivering strong quality, productivity, compliance, financial, and client satisfaction results.
• Building a high-performing leadership team and robust succession pipeline.
• Successfully managing operational risks and business priorities.
• Maintaining strong client partnerships and stakeholder confidence.
• Driving continuous improvement, scalability, and operational excellence across the business.

Sagility is an Equal Opportunity Employer/Vet/Disability.

Work@Home USAUnited States of America