About This Role:About This Role:
The Supervisor - Clinical Operations provides frontline leadership for a team supporting AT notification workflows in a fast-paced healthcare contact center environment. This role is responsible for daily call center operations, achieving operational efficiency, by balancing service delivery, quality, regulatory compliance, customer satisfaction, and employee engagement.
Essential Duties and Responsibilities:
Team Management
- Lead, coach, and develop a team of 12+ non-exempt employees while fostering a culture of accountability, collaboration, engagement, and continuous learning.
- Establish clear performance expectations and provide regular coaching through one-on-one meetings, and real-time feedback.
- Foster a positive and inclusive work environment that promotes employee engagement, recognition, and retention.
- Address employee performance, attendance, behavioral concerns, and policy violations through timely coaching and corrective action in partnership with the AT Manager, Employee Relations HR team.
- Participate in recruiting, interviewing, hiring, onboarding, and training new employees.
Operational Leadership
Daily Operations
- Direct day-to-day operations to ensure production, quality, turnaround time, and service level expectations are consistently achieved.
- Continuously monitor operational performance and make real-time staffing and workflow adjustments to meet changing business demands.
- Lead daily operational huddles to communicate team performance health, priorities, remove barriers, and recognize team accomplishments.
- Serve as the primary escalation point for operational issues requiring immediate leadership intervention.
- Ensure proper operational coverage across shifts, breaks, meetings, and planned or unplanned absences.
Workforce and Performance Management
- Partner closely with Manager on staffing plans, schedules, attendance and Work in Office adherence, overtime utilization, PTO planning, and resource allocation.
- Monitor individual and team performance using key operational metrics including productivity, quality, service levels, customer satisfaction, and compliance.
- Analyze performance trends and work with AT Manager to develop targeted action plans to improve operational effectiveness.
- Utilize operational dashboards and reporting tools to identify opportunities for improvement and communicate results to leadership.
- Drive accountability through consistent coaching, recognition, and performance improvement plans when appropriate.
Customer Experience & Service Excellence
- Champion a culture focused on delivering exceptional service upholding our company values.
- Lead service recovery efforts by escalating to AT Manager all complex issues in a timely manner.
- Identify recurring operational trends, communicating actionable recommendations to AT Manager.
Quality, Compliance & Continuous Improvement
- Ensure compliance with HIPAA, Good Clinical Practice (GCP), company policies, accreditation standards, and all applicable state and federal regulatory requirements.
- Review Quality Assurance findings to identify trends, implement corrective actions, and drive continuous coaching initiatives.
- Lead operational improvement initiatives that enhance quality, productivity, customer satisfaction, and employee effectiveness.
- Support implementation of new processes, technologies, and organizational initiatives while driving employee adoption and change readiness.
Experience and Minimum Qualifications:
- BSN or BS in a related field or discipline is preferred.
- Current RN, paramedic license or CCT certification.
- Minimum of 2 years' experience as an XT or AT notifier, Advanced Patch Technician, Dual Service Technician, Lead Clinical Technician or comparable role.
- Proven success in a formal or informal leadership capacity; providing guidance and coaching to other employees.
- Supervisory or Lead level experience in clinical operations, healthcare operations, or a related production environment preferred.
- Experience managing operational performance, queue-based workflows, stakeholder escalations, service-level adherence, quality outcomes, and staffing models in a fast-paced clinical or healthcare operations environment required.
- Experience managing clinical operational workflows, overseeing day-to-day service delivery in high-volume environments.
- Strong communication skills to collaborate effectively with clinical, operational, and leadership teams.
- Demonstrated experience managing customer service in high-volume settings and implementing recovery processes to enhance customer satisfaction.
- Position travel requirement of 15% within the U.S only.
Work Environment / Other Requirements:
• Ability to adapt to a fast-paced, evolving work environment.
• Ability to meet hybrid IDTF requirements; as required by business needs.
Location:San Francisco
Actual compensation may vary depending on job-related factors including knowledge, skills, experience, and work location.
Estimated Pay Range$90,000.00 - $113,000.00
