Manager, Clinical Quality

About This Role

As a Manager, Clinical Quality we oversee and elevate the quality of our clinical operations, ensuring clinical accuracy, regulatory compliance, and continuous improvement for the patients we serve.

• Team Management:
  Oversee daily operations of a team of 20‑25 non‑exempt quality assurance clinical technicians, ensuring performance meets departmental production, quality, and operational standards.
• Performance Management:
  Track and evaluate staff performance metrics, implementing process improvements to meet or exceed quality and efficiency goals.
• Coaching & Development:
  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.
• Escalation & Recovery:
  Manage customer service in high‑volume environments, ensuring efficient escalation and recovery processes to meet service excellence standards.
• Operational Oversight:
  Ensure day‑to‑day service delivery runs efficiently and in accordance with established policies and regulations.
• Compliance & Regulations:
  Ensure compliance with FDA regulations and company policies, collaborating with cross‑functional teams to maintain and uphold these standards.
• Strategic Planning:
  Contribute to strategic planning and leadership initiatives, working closely with senior management to achieve long‑term organizational goals.
• Budget & Resource Management:
  Oversee team budget, manage resources, and coordinate additional hours needed to achieve targets.
• Staff Development:
  Facilitate ongoing staff development by coordinating training with clinical teams to meet performance and quality standards.
• Continuous Improvement:
  Assist with quality management programs, provide feedback on operational efficiencies, and collaborate on cross‑functional projects to support company‑wide initiatives.
• Performance Dashboards & Tools:
  Utilize workflow automation tools and performance dashboards to monitor team performance and operational metrics, ensuring alignment with organizational goals.
• Quality Improvement:
  Guide the development, coordination, and evaluation of quality management programs, assisting clinical leadership with policy, procedures, and clinical guidelines.

• Team Leadership:
  Proven experience managing large teams in a service environment, focusing on performance management and fostering a high‑performance culture.
• KPI and Metrics:
  Expertise in utilizing KPIs and performance metrics to drive operational improvements and meet organizational objectives.
• Clinical Operational Workflow Management:
  Experience managing clinical operational workflows and overseeing day‑to‑day service delivery in high‑volume environments.
• Workflow Automation Tools:
  Proficiency with workflow automation tools and familiarity with production software and performance dashboards.
• Cross‑functional Communication:
  Strong communication skills to collaborate effectively with clinical, operational, and leadership teams.
• Customer Service Excellence:
  Demonstrated experience managing customer service in high‑volume settings and implementing recovery processes to enhance satisfaction.
• Escalation & Recovery:
  Experience in managing efficient escalation and recovery processes to resolve operational issues.
• Compliance & Regulatory Knowledge:
  Understanding of state and federal regulations in healthcare operations and the ability to ensure compliance.
• Staff Performance & Development:
  Experience managing staff performance, coaching, and fostering staff development through training initiatives.

• Required:
  
  Current valid RN licensure (IL, TX or CA), paramedic/EMT‑P license, or CCT certification, or ability to achieve certification within 120 days of hire.
• Preferred:
  Bachelor’s or Master’s Degree in a related field, or equivalent experience.

• Minimum of 4 years of management or supervisory experience in operations management, preferably in medical device, healthcare services, or clinical setting.
• 2‑3 years of experience in a Quality Assurance process.
• Cardiac monitoring or a related field preferred.
• Experience in employee…