Senior Clinical Operations Manager

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

📋 Description

• Lead the customer operations for both Customer Success and Pharmacy Operational Management.

• Act as the main operational contact for customers and manage workflow operations through daily engagements with clinic staff.

• Address escalations collaboratively within clinics and with House Rx's internal teams.

• Oversee daily operations, conduct quality audits, analyze metrics, and develop action plans.

• Provide operational metrics for Monthly and Quarterly Business Reviews.

• Lead and mentor hourly workforce teams through performance management, feedback, and guidance.

• Monitor communication channels, task queues, and documentation to pinpoint operational deficiencies.

• Investigate issues, ensure prompt resolutions, and follow up on next steps.

• Participate in operational assessments and optimization projects.

• Assess the operational impacts of customer requests.

• Assist Customer Success Managers with initiatives aimed at financial growth.

• Cultivate relationships with dispensers, clinic staff, financial personnel, providers, and executives.

• Adapt communication strategies for various operational and strategic audiences.

• Address concerns and objections raised by stakeholders.

• Travel to customer locations, typically around 20% of the time.

• Report directly to the VP of Clinical Operations.

⛳️ Requirements

• Candidates must reside in the United States.

• Permanent work authorization in the US is required.

• A minimum of 8 years of professional experience.

• At least 3–5 years of experience managing specialty pharmacy operations or in a comparable position.

• Proven success in customer relations and operational management.

• Required knowledge or experience in the pharmacy sector.

• Experience in specialty pharmacy is strongly preferred.

• Exceptional relationship-building and communication abilities.

• Capability to adapt communication styles for diverse audiences.

• Excellent organizational and time management skills.

• Proficient in managing effectively across multiple customer accounts.

• Strong analytical skills for assessing operational metrics to identify and diagnose issues.

• Experience in operational supervision, issue resolution, and process enhancement.

🏝️ Benefits

• Flexible work hours.

• Flexible paid time off.

• Remote work options.

• Generous parental leave.

• Comprehensive healthcare, vision, and dental benefits.

• Competitive salary along with an equity stake.