Assistant Manager – Clinical Operations

# Job Description: Clinical Operations Assistant Manager

**Program:** Healthcare – Hybrid Voice and Back-Office Operations

**Work Location:** Vertis North, Quezon City, Philippines

**Work Setup:** Onsite

**Shift Schedule:** US Day Shift

**Salary:** Open, based on experience, qualifications, and current or previous salary

**Target Start Date:** On or before December 15, 2026

## Job Overview

We are seeking an experienced **Clinical Operations Assistant Manager** to lead and manage clinical operations supporting a major US managed care program. The successful candidate will oversee daily operational performance, clinical quality, regulatory compliance, and team development while ensuring service excellence in a fast-paced, metrics-driven healthcare environment.

The ideal candidate will have a strong nursing background, active Philippine RN (PHRN) and unrestricted USRN licenses, and proven leadership experience in healthcare BPO or shared services, particularly in Utilization Review (UR) and Utilization Management (UM) operations.

## Key Responsibilities

- Manage daily clinical operations and ensure achievement of service-level agreements (SLAs) and key performance indicators (KPIs), including turnaround time, productivity, quality, and documentation accuracy.

- Conduct team huddles, interval performance monitoring, root cause analysis (RCA), and performance recovery planning.

- Monitor operational trends and implement corrective actions to address performance gaps and improve service delivery.

- Ensure strict compliance with HIPAA, Protected Health Information (PHI) requirements, clinical protocols, and client policies.

- Lead clinical quality assurance through audits, calibrations, coaching sessions, and documentation reviews.

- Develop, mentor, and support Registered Nurses (RNs), clinical associates, team leaders, and other clinical operations personnel.

- Oversee competency development programs, preceptorship, continuing education (CE) tracking, and professional license validity.

- Partner with Workforce Management (WFM), Talent Acquisition (TA), Quality Assurance (QA), and client stakeholders to support staffing, training, and operational requirements.

- Translate updates to clinical guidelines and protocols into practical workflows, standard operating procedures (SOPs), and training materials.

- Ensure consistent application of US managed care guidelines and clinical review standards across the team.

- Support continuous improvement initiatives to enhance operational efficiency, clinical quality, compliance, and customer satisfaction.

- Prepare and communicate operational