Clinical Operations Associate Manager Non-RN (Care Management)

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.Clinical Operations Associate Manager Non-RN (Care Management)

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

Work@Home USAUnited States of America