Associate Director, Clinical Services

Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop‑loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide.

Sun Life embraces a hybrid work model that balances in‑office collaboration with the flexibility of virtual work. Our team members and leaders are expected to foster connection and teamwork by being present in the office at least two days per week.

The Associate Director, Clinical Services leads a team of Registered Professional Nurses and clinical professionals responsible for operationalizing Sun Life's Health Care Capabilities. This role ensures the team effectively connects clients, brokers, and members to clinical programs, health navigation resources, and partner solutions designed to improve access to care, support better health outcomes, and help clients manage health care costs more effectively.

This position provides leadership, operational oversight, and relationship support for the clinical team responsible for bringing Sun Life Health Care Capabilities to life for clients, brokers, and members.

• Manage a professional clinical team responsible for consulting with internal partners, clients, and brokers to identify opportunities where Sun Life Health Care Capabilities can support members, improve access to care, and help clients achieve better financial and health outcomes.
• Lead the team in identifying members and client populations that may benefit from Sun Life Health Care Capabilities, including Clinical 360, Clinical 360+, care navigation, specialty care support, and other solutions that optimize health and reduce avoidable costs.
• Monitor Quality Assurance (QA) reviews regularly and provide staff coaching related to quality measures and feedback.
• Set performance goals to drive individual performance; review staff through the use of performance review tools and provide regular coaching and performance, growth and developmental feedback.
• Provide career development and training opportunities. Make decisions on personnel actions such as hiring, terminations, promotions, salary increases.
• Support individuals in the identification and implementation of innovative solutions or efficiencies.
• Create collaborative relationships across Distribution, Client Services, Product, Claims, Operations, vendor partners, and other Health and Risk Solutions teams to support a coordinated service model for clients and brokers.
• Serve as a leading contributor to special projects, operational readiness, and change management activities that advance Sun Life's health capabilities strategy, improve broker and client engagement, and support measurable outcomes.
• Understand client, broker, member, and business needs and foster an interdisciplinary clinical operating model that connects clinical expertise, relationship management, and health capability execution.
• Develop and reinforce servicing approaches that clarify roles, improve response consistency, and strengthen broker and client confidence in Sun Life's ability to deliver health‑focused value.
• Maintain operating expenses within budget.
• Ensure Key Performance Indicators are met.
• Other duties as assigned.

• Experienced Registered Nurse (RN) or clinical professional in good standing; additional certifications a plus.
• 35 years' experience in clinical operations, health care navigation, health solutions, employee benefits, stop loss, or a similar health care or insurance‑related field.
• High level of clinical expertise and business knowledge related to health care delivery, client service, member engagement, cost containment, and health outcomes.
• Demonstrated ability to coach and develop others.
• Demonstrated ability to achieve results through staff.
• Able to solve problems that don't have…