Clinical Operations Supervisor
RemoteUnited States
Job Summary
Oversee day-to-day clinical operations for a team of telephonic Registered Nurses supporting the Specialty Pharmacy Initial Clinical Engagement Program. Provide real-time guidance on workflows, documentation, and escalation pathways while monitoring productivity, attendance, quality outcomes, and service levels. Conduct regular one-on-one coaching, performance reviews, and calibration sessions to drive adherence to clinical standards and improve patient experience. Manage onboarding, training, and production readiness for new hires, including precepting, nesting, and competency validation. Identify operational risks and performance trends to implement corrective actions and maintain audit-ready documentation. Partner with cross-functional teams to ensure program scalability and operational stability.
Required Qualifications
- Active, unrestricted U.S. Registered Nurse license
- RN license in good standing
- Active unencumbered license in the state of residence
- Eligibility to apply for or hold a compact license
- Eligibility to hold additional single-state licenses as program needs require
Desired Qualifications
- Minimum three years of clinical experience as a Registered Nurse
- Minimum one year of leadership, mentoring, coaching, precepting, Team Lead, Charge Nurse, Trainer, SME, or supervisory experience
- Experience in specialty pharmacy
- Experience in telephonic nursing
- Experience in clinical operations
- Experience in case management
- Experience in care management
- Experience in disease management
- Experience in utilization management
- Experience in patient education
- Experience in healthcare contact center operations
- Experience supporting remote, hybrid, or geographically dispersed teams
- Experience with new hire training
- Experience with precepting
- Experience with peer-to-peer documentation review
- Experience with clinical coaching
- Strong coaching, mentoring, employee development, and performance management skills
- Ability to lead difficult conversations with professionalism, consistency, and accountability
- Ability to support employee engagement, retention, team morale, and performance improvement
- Ability to develop future mentors, SMEs, trainers, and team leaders
- Strong understanding of telephonic clinical workflows
- Knowledge of patient education
- Knowledge of clinical documentation
- Knowledge of quality expectations
- Knowledge of compliance requirements
- Knowledge of productivity principles
- Knowledge of quality principles
- Knowledge of attendance principles
- Knowledge of adherence principles
- Knowledge of service level principles
- Knowledge of workforce management principles
- Ability to manage multiple priorities in a fast-paced, evolving clinical operations environment
- Ability to review performance trends
- Ability to identify root causes
- Ability to assess risks
- Ability to recommend corrective actions
- Ability to use dashboards, reports, quality findings, and operational data to support decision-making
- Ability to identify workflow gaps
- Ability to identify training needs
- Ability to identify documentation issues
- Ability to identify compliance risks
- Excellent verbal and written communication skills
- Strong ability to communicate expectations clearly to frontline nurses
- Ability to collaborate with peers, leadership, client partners, Quality, Training, Compliance, HR, Workforce, and IT
- Ability to escalate concerns timely and professionally
- Proficiency with Microsoft Office applications
- Proficiency with reporting tools
- Proficiency with workforce management applications
- Proficiency with operational dashboards
- Proficiency with healthcare systems
- Ability to learn and navigate multiple clinical, documentation, pharmacy, and client platforms
- Strong computer skills
- Ability to multitask between multiple applications while supporting frontline operations
- Preferred clinical experience in Neurology
- Preferred clinical experience in Multiple Sclerosis
- Preferred clinical experience in Rheumatology
- Preferred clinical experience in Dermatology
- Preferred clinical experience in Pulmonology
- Preferred clinical experience in Gastroenterology
- Preferred clinical experience in Infectious Disease
- Preferred clinical experience in Asthma
- Preferred clinical experience in Oncology
- Preferred clinical experience in Pediatrics
- Preferred clinical experience in specialty pharmacy
- Preferred clinical experience in complex medication therapy support
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