Manager, Clinical Quality

Job Overview

AsaManager,Clinical Quality,yourexpertiseis essential todriving quality outcomes for the Clinical Operations team, ensuring clinical accuracy for the patients we serve, andmaintainingregulatory compliance.Our environment is fast-paced and collaborative, andwe’repassionate about healthcare innovations that enhancethe patientexperience. 

Essential Duties&Responsibilities

Key Responsibilities:

• Team Management: Oversee daily operations of a team of 20-25 non-exemptquality 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 upholdthese 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,coordinationand evaluation ofquality managementprograms. This includesassistingthe Clinical Leadership with the development of policies,proceduresand clinical guidelines.Collaborates with the Clinical management team to develop objective and meaningful quality goals and outcomesrelativeto 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,TXor CA), paramedic/EMT-P license, or CCT certification, or ability to achieve certification within120 daysof hire

• Preferred:Bachelor’s or Master’sDegree in related field, or equivalent experience

Experience

• Minimum of 4 years ofmanagementor supervisoryexperience in operations management, preferably in medical device, healthcare services or clinical setting

• 2-3 years of experience inaQuality Assurance process, preferred

• Cardiac monitoring or a related field preferred

• Experience in employee development

• Familiarity with regulated environments and quality assuranceprocess

• 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,planningand communication

• Excellent problem-solving, interpersonal,writtenand organizational skills

• Knowledgeand experience withFDA, CMS and Joint Commissionregulationsand standardspreferred 

• Computer Skills:ProficiencyMicrosoft Word, Excel, PowerPoint, Outlook, MS Teams

• Great workethic and a desire to providehigh-qualityoutcomes 

• Knowledge of medical terminology specific tocardiology 

• Demonstratescapability in rhythm analysis and interpretation 

• Excellent attention to detail 

• Positiveattitude,teamplayerandastrong work ethic

• Ability to use critical thinking skills 

• Ability to define problems, collect data,establishfacts, 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 andparticipatein professional development activities #LI-hybrid