Department: Clinical
Job Type: Full-Time (40 hours per week)
Schedule: Monday - Friday: 3PM - 11:30PM CDT
Location: Walnut Creek, CA or Remote (If outside of CA)
Reports To: Clinical Operations Manager

POSITION SUMMARY

The Clinical Operations Supervisor is a key shift leader responsible for the oversight, guidance, and day-to-day performance management of clinical technicians during their shift. This role bridges frontline clinical operations and organizational leadership - ensuring that performance standards are consistently met, staff are developed and supported, and cross-departmental collaboration drives exceptional patient care outcomes.

In addition to shift-level supervision, the Clinical Operations Supervisor plays an active role in driving operational quality, supporting training and development initiatives, and contributing to the strategic direction of the Clinical Department. This position functions as the primary escalation point during the shift for clinical, operational, and personnel matters - requiring sound independent judgment, strong communication skills, and the ability to lead confidently in a fast-paced, patient-centered environment. The ideal candidate combines deep clinical expertise with proven supervisory capability and a genuine commitment to continuous improvement.

DUTIES & RESPONSIBILITIES

Staff Supervision & People Management

• Provide day-to-day supervision and shift leadership for all clinical technicians on shift
• Manage scheduling and monitor employee performance across the Clinical Department
• Serve as the primary escalation point for personnel, clinical, and operational issues arising during the shift
• Develop, mentor, and coach team members to support professional growth and performance excellence
• Conduct regular performance reviews and deliver timely, constructive, and documented feedback
• Assist in coordinating the employee disciplinary process and follow through to resolution in partnership with management
• Participate in interviewing, onboarding, and offboarding processes for clinical staff
• Foster a positive, accountable, and patient-focused team culture throughout the shift

Clinical Operations & Quality

• Monitor key performance indicators and uphold high-quality standards within a collaborative clinical work environment
• Identify and implement operational improvements and efficiencies to enhance shift productivity and patient care quality
• Assist in the development and ongoing maintenance of Standard Operating Procedures (SOPs) and Work Instruction manuals
• Ensure all team members adhere to HIPAA guidelines and Good Clinical Practices at all times
• Conduct real-time monitoring of shift operations to proactively identify and resolve service level risks or clinical workflow gaps
• Contribute to the review and recommendation of enhancements to current services and development of new service offerings
• Ensure compliance with all company policies, procedures, and regulatory requirements across the shift

Training & Development

• Facilitate and support the ongoing clinical development of staff to ensure Zywie's performance standards are consistently met
• Identify individual and team training needs through real-time observation and performance data; escalate findings to the Clinical Training & Development team
• Coordinate with the Clinical Training & Development team on continuing education initiatives for both existing staff and new hires
• Reinforce the implementation of company policies, updated processes, and new clinical procedures across the team
• Provide in-the-moment coaching and guidance to technicians on clinical accuracy, workflow adherence, and professional conduct

Cross-Functional Leadership & Strategy

• Collaborate with other department leaders to ensure effective team performance and alignment with organizational goals
• Contribute to the strategic management, planning, and leadership of the Clinical Department
• Function as a liaison between sales, clinical teams, and physician practices to support seamless patient monitoring operations
• Partner with cross-functional departments - including QA, Clinical Support, and Training & Development - to pursue the mission and vision of the organization
• Represent the shift perspective in leadership discussions and contribute to department-wide planning and decision-making
• Assist with all other duties as assigned by management

QUALIFICATIONS

• Education - High School Diploma or General Educational Development (GED) required.
• Experience - Minimum of 1 year of supervisory experience with direct reports required. Minimum of 3 years of ECG analysis or cardiac monitoring experience required. Minimum of 1 year of internal software experience required (internal only). Demonstrated experience managing shift operations, clinical workflows, and team performance in a fast-paced clinical environment preferred.
• Certification - CCT (Certified Cardiographic Technician) or CRAT (Certified Rhythm Analysis Technician) certification through Cardiovascular Credentialing International (CCI) - required.
• Standing - Must be in good standing within the organization (internal only).

CORE COMPETENCIES

• Leadership - Exhibits confidence in self and others; inspires and motivates the clinical team to perform at a high level during the evening shift; effectively influences actions and opinions; accepts and gives appropriate feedback and recognition; makes timely, sound decisions - including independently when management is unavailable.
• Clinical Judgment - Applies sound reasoning and decision-making when evaluating clinical data, monitoring technician performance, and escalating findings; distinguishes between routine and urgent situations with confidence; serves as the team's senior clinical resource during the shift.
• Delegation & Adaptability - Delegates work assignments with clear expectations; matches responsibilities to individual strengths; monitors delegated activities and follows up on outcomes; provides recognition for results; adapts to shifting priorities and manages competing demands effectively.
• Technical Proficiency - Advanced skills in Microsoft Office Suite (Word, Excel, Outlook, Teams) and Windows operating systems; comfortable navigating ZywiePro and clinical software platforms; strong knowledge of cardiac/cardiology medical terminology, ECG monitoring workflows, and event processing.
• Communication - Exceptional verbal and written communication skills; speaks clearly and persuasively in both routine and high-pressure situations; listens actively and responds effectively; conveys complex clinical information to clinical and non-clinical audiences with professionalism and clarity.
• Problem Solving - Identifies and resolves clinical and operational problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; remains calm and applies reason even in emotionally charged or time-sensitive situations.
• Analytical Thinking - Synthesizes complex or diverse clinical and operational data; collects and researches information to inform decisions; uses intuition and experience to complement analysis; designs and evaluates workflows and procedures to drive shift-level improvement.
• Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness; builds morale and group commitment to shared goals; supports everyone's efforts to succeed; consistently puts team and patient care outcomes above personal interests.
• Customer Service Excellence - Builds and sustains positive relationships with physicians, clinics, and internal teams; models and enforces a professional, solutions-oriented demeanor across the shift; strong telephone and clinical documentation skills.
• Judgment & Decision-Making - Exercises sound, accurate judgment in a fast-paced clinical environment; involves appropriate stakeholders in decision-making; escalates issues effectively and without delay; supports and explains reasoning for decisions made independently during the shift.
• Quality & Accuracy - Consistently demonstrates thoroughness and attention to detail across all clinical operations and supervisory functions; actively monitors team work quality; applies feedback and performance data to drive continuous improvement.
• Professionalism - Approaches others tactfully; reacts well under pressure; treats all colleagues and clients with respect regardless of role or situation; accepts full responsibility for own actions and shift outcomes; follows through on commitments.
• Productivity - Consistently meets and strives to exceed productivity standards; manages high-volume shift operations efficiently; holds the team accountable to the same standard of timeliness and throughput.
• Motivation & Initiative - Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; volunteers readily; seeks increased responsibilities; proactively identifies and acts on opportunities to improve shift operations and team performance.
• Innovation - Displays original thinking and creativity; meets operational challenges with resourcefulness; generates practical suggestions for improving clinical workflows and team performance; presents ideas in a manner that captures leadership attention and drives action.
• Attendance & Reliability - Maintains consistent attendance and punctuality; ensures shift coverage is secured during absences; dependable for evening shift and rotating weekend and holiday schedules.
• Dependability - Follows through on commitments to management and direct reports; takes responsibility for shift outcomes; completes all supervisory deliverables on time or proactively communicates with an alternate plan.

TECHNICAL & CLINICAL SKILLS

• Strong knowledge of EKG/ECG monitoring, rhythm interpretation, and Event/MCT recorders
• Proficiency in internal software and clinical software platforms relevant to cardiac monitoring operations
• Ability to utilize and learn new clinical software and computer applications as required by the role
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams) and Windows operating systems
• Knowledge of medical terminology specific to cardiac and cardiology practices
• Knowledge of customer service best practices, telephone skills, and clinical documentation standards
• Familiarity with performance management practices, shift scheduling, and operational reporting

PHYSICAL DEMANDS & WORK ENVIRONMENT

• Frequently required to stand, walk, or remain seated for extended periods during the shift
• Continual screen-based work requiring sustained visual focus on detailed clinical data and operational displays
• Consistent use of hands and fingers for keyboard and computer operation
• Regular verbal communication via telephone and internal platforms
• Visual acuity required to read technical cardiac data, reports, and rhythm strips

BENEFITS PACKAGE

• Comprehensive Medical, Dental, and Vision Health Insurance
• Paid Time Off (PTO) and Company-Observed Holidays
• 401(K) Retirement Savings Plan
• Life Insurance
• Accidental Death & Dismemberment (AD&D) Insurance

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Management reserves the right to assign or reassign duties and responsibilities at any time. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

* California employees located within 50 miles from the Walnut Creek Clinical Headquarters are required to report to the office full-time.

Evening Shift - 3:00PM - 11:30PM CDT, Monday - Friday