Clinical Operations Manager – Virtual Care Management, RN

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead care navigation, longitudinal chronic care management, and remote therapeutic monitoring operations through supervisors.

• Take ownership of daily care navigation execution, including case assignment, prioritization, aging, closure, workflow standards, and queue health.

• Establish production expectations, caseload capacity, turnaround-time standards, and role boundaries among clinical teams.

• Supervise care plan production, patient outreach frequency, documentation completeness, and ensure 24/7 nursing coverage.

• Guarantee that inbound patient calls are answered and clinically triaged at all hours.

• Collaborate with clinical leadership regarding scope of practice, triage protocols, and provider escalation.

• Manage remote therapeutic monitoring outreach, medication adherence monitoring, interventions, caseload allocation, escalation, billing, and documentation.

• Implement staffing plans and make real-time staffing decisions across caseload-based, coverage-based, and 24/7 models.

• Administer schedule adherence, shift swaps, same-day absences, overtime approvals, and coverage-gap escalation.

• Engage in interviewing, selection, and onboarding processes.

• Develop operational reporting on throughput, case aging, adherence, census, and quality, translating findings into workflow decisions.

• Mentor and develop supervisors and clinical leads on performance management, documentation, and accountability.

• Collaborate with quality and compliance teams on clinical, HIPAA, and health plan contractual requirements, audits, and gap closure.

• Contribute to workflow design, SOP documentation, testing, and training initiatives.

• Lead, mentor, and hold supervisors accountable; build bench strength and establish clear role boundaries.

• Manage team retention, monitor turnover, enhance onboarding, workload, scheduling, growth paths, supervision, satisfaction, and engagement.

• Promote visibility, connection, and recognition for remote team members.

⛳️ Requirements

• An active, unrestricted RN license is required, along with direct patient care experience; multi-state or compact licensure is preferred.

• Experience in a virtual care practice or contact center environment is mandatory — including telehealth, care management, disease management, population health, or healthcare contact center operations.

• Proven ability to manage multiple concurrent workflows across different teams, queues, and program requirements.

• At least 3 years of experience in people leadership, including management of supervisors or team leads in a clinical or production operations environment.

• Proven experience in managing caseload or panel-based work while ensuring adherence to throughput and turnaround-time standards.

• Experience in managing coverage, adherence, and real-time staffing decisions according to a published schedule.

• Demonstrated success in staff retention and lowering attrition rates, ideally in a remote or high-volume setting.

• Strong data fluency, including the ability to build and interpret operational reporting in Excel and dashboards.

• Proficiency with EHR/practice management systems, telehealth platforms, care management documentation tools, and CRM systems.

• Knowledge of HIPAA, patient privacy, and healthcare compliance obligations in a remote work setting.

• Availability to support 24/7 operations, including weekend and holiday escalation coverage on a rotating basis.

• Reliable internet connectivity and a secure, private workspace are required.

• Windows or Apple (macOS) computers are necessary; Chromebooks, Linux machines, or smartphones are not acceptable.

• Minimum system requirements include Windows 10 or macOS 14 Sonoma, Intel Core i5 or AMD equivalent processor for Windows, or Apple Silicon for Macs.

• A minimum of 16 GB RAM is required.

• Wired headphones are mandatory; built-in microphones are not permitted.

• Minimum internet speed of 100 Mbps download and 50 Mbps upload is required, with an Ethernet cable connecting the computer directly to the router.

• Google Chrome with Amazon WorkSpaces is necessary.

• A webcam is required for video calls.

🏝️ Benefits

• Remote work from the comfort of a home office.

• Flexible remote work environment.

• Commitment to equal opportunity and an inclusive workplace.

• 24/7 operations support with rotating weekend and holiday escalation coverage.