Manager, Clinical Quality

Job Overview 

As a Manager, Clinical Quality, your expertise is essential to driving quality outcomes for the Clinical Operations team, ensuring clinical accuracy for the patients we serve, and maintaining regulatory compliance. Our environment is fast-paced and collaborative, and we’re passionate about healthcare innovations that enhance the patient experience.  

Essential Duties & Responsibilities 

Key Responsibilities: 

• Team Management: Oversee daily operations of a team of 20-25 non-exempt quality assurance clinical technicians, ensuring performance meets department 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 in a high-volume environment 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, managing resources and additional hours needed to achieve targets. Partner with talent acquisition to manage headcount and recruitment strategy. 

• 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: Ongoing development, coordination and evaluation of quality management programs. This includes assisting the Clinical Leadership with the development of policies, procedures and clinical guidelines. Collaborates with the Clinical management team to develop objective and meaningful quality goals and outcomes relative to clinical operations; reviews data assessment methods/tools to ensure that both qualitative and quantitative data is accessible to measure applicable processes.  

Must-Have Skills and Qualifications: 

• Team Leadership: Proven experience managing large teams in a service environment, with a focus 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, 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 customer 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 in performance management, staff coaching, and fostering staff development through training initiatives.  

Education & Certifications

• 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 related field, or equivalent experience 

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, preferred 

• Cardiac monitoring or a related field preferred 

• Experience in employee development 

• Familiarity with regulated environments and quality assurance process 

• Strong leadership, problem-solving, and organizational skills 

• Proven ability to manage high-volume operations and large teams 

Knowledge, Skills & Abilities

• Demonstrated project management skills, including leadership, presentation, planning and communication 

• Excellent problem-solving, interpersonal, written and organizational skills required 

• Knowledge and experience with FDA, CMS and Joint Commission regulations and standards preferred  

• Computer Skills: Proficiency Microsoft Word, Excel, PowerPoint, Outlook, MS Teams 

• Great work ethic and a desire to provide high-quality outcomes  

• Knowledge of medical terminology specific to cardiology  

• Demonstrates capability in rhythm analysis and interpretation  

• Excellent attention to detail  

• Positive attitude, team player and a strong work ethic 

• Ability to use critical thinking skills  

• Ability to define problems, collect data, establish facts, and draw valid conclusions  

• Excellent interpersonal, organizational, and communication skills  

Working Environment / Physical Demands

• Ability to adapt to a fast-paced, evolving work environment 

• Must be able to work under pressure and manage tight deadlines 

• Function independently, with minimal oversight  

• Ability to attend the local IDTF in person to support staff and handle escalation issues as required by business needs 

• Willing to travel to attend off-site leadership events and participate in professional development activities  
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