Clinical Operations Manager

The Clinical Operations Manager (COM) leads and is accountable for the clinical operations of service delivery. This role requires consistent coordination with clinical care teams and administrative functions, including understanding and accountability for key performance indicators (KPIs), ensuring timely access to care, maintaining quality clinical delivery, and promoting continuity of care for patients. The COM is responsible for planning, deploying, assessing, and problem-solving activities that support stakeholders, including employees, patients, and families, while fostering strong community relationships and protecting the organization’s reputation for excellence.

The COM leads by exemplary professionalism and is responsible for developing and nurturing positive, trust-building, and productive relationships with internal and external stakeholders. This role coordinates communication and collaboration across teams and departments to optimize program outcomes and staff performance, while driving results aligned with the organization’s goals, priorities, and metrics.

Job

Duties & Responsibilities:

Program Leadership & Service Delivery:

Lead day-to-day program execution, ensuring safe, efficient, and high-quality service delivery across all functions.

Oversee staffing, scheduling, and resource allocation to ensure efficient and effective service delivery.

Maintain accountability for team performance, productivity, and adherence to organizational standards and KPIs.Ensure a safe, functional, compliant, and survey-ready environment of care in collaboration with internal support teams.

Maintain visibility in the program through regular rounding with staff and patients to support engagement, quality, and real-time problem solving.

As required by program and/or level of care, participate in a rotating on-call schedule, and may need to respond onsite to urgent issues, emergencies, and coverage of critical staffing gaps outside of regular working hours, including nights, weekends, and holidays.

People Leadership & Team Development:

Lead all aspects of workforce management including hiring, onboarding, training, performance management, and staff development.

Provide clinical and/or operational supervision, as appropriate, in alignment with regulatory and licensure requirements, including regular direct observation of staff performance, and ensure timely and accurate documentation of supervision activities as required.

Coach and support staff to build competence, professional growth, and increasing independence.

Foster a collaborative, accountable, and high-performing team culture grounded in respect and trust.

Support ongoing training initiatives and professional development for all team members.

Partner with support departments to assist with recruitment, placement, and coordination of training students (e.g., master’s level interns, substance abuse counselor trainees, physician residents, etc.)Hold monthly team and/or department meetings to share system changes, metric overview, and elicit feedback related to process changes to improve efficiency.

Quality, Safety, & Clinical Excellence:

Ensure delivery of high-quality, evidence-based care that meets organizational standards and guidelines and supports positive patient outcomes.

Oversee patient safety practices including risk assessment, supervision standards, and implementation of safety protocols.

Monitor, review, and respond to patient care and safety incidents while driving continuous improvement of procedures and risk reduction. Investigate incidents, patient complaints, and grievances in a timely and responsible manner, implementing corrective actions, plans of correction, and service recovery efforts as appropriate to improve patient experience,…