Job Description

Upward Health is an in-home, multidisciplinary medical group providing 24/7 whole-person care. Our clinical team treats physical, behavioral, and social health needs when and where a patient needs help. Everyone on our team from our doctors, nurses, and Care Specialists to our HR, Technology, and Business Services staff are driven by a desire to improve the lives of our patients. We are able to treat a wide range of needs – everything from addressing poorly controlled blood sugar to combatting anxiety to accessing medically tailored meals – because we know that health requires care for the whole person. It’s no wonder 98% of patients report being fully satisfied with Upward Health!

Job Title & Role Description:

The Manager, Clinical Operations is responsible for leading multidisciplinary teams and supporting clients that provide community care in the home to high-risk, high-need patients. This role involves day-to-day management of one or more Care Teams and reports to the Vice President of Clinical Operations. The Manager plays an integral role in hiring and onboarding new clinical and non-clinical staff, as well as supporting the professional development of all direct reports. This individual ensures that all team members follow established protocols, working closely with both internal and external partners to deliver efficient, clinically compliant processes that lead to positive patient and provider outcomes.

The Manager, Clinical Operations will be responsible for optimizing Care Team performance by leading the day-to-day operations to ensure the highest quality of patient care. This includes monitoring and adjusting caseloads to balance the team’s workload while maintaining patient care standards. The role also focuses on improving clinical outcomes by ensuring Care Teams adhere to the Upward Health clinical model, driving positive patient outcomes and satisfaction, and actively managing key performance indicators (KPIs) to lead process improvement initiatives. Enhancing team collaboration and development is key. The Manager will drive continuous process improvements by evaluating and refining processes for onboarding patients, delivering care, and conducting reassessments, while working with internal teams to streamline operations and eliminate inefficiencies. Finally, ensuring compliance with healthcare regulations and client requirements is critical, as the Manager will maintain adherence to all contractual service agreements and lead quality improvement initiatives.

Skills Required:

• RN or SW preferred, or other backgrounds with additional healthcare administration experience.
• Minimum of 2 years of leadership experience in a clinical operations environment.
• Experience managing multidisciplinary care teams and implementing patient-centered care.Proven track record in analyzing data, making decisions, and implementing improvements in a fast-paced setting.
• Excellent interpersonal skills with the ability to influence and interact with clients and community partners at all levels.
• High level of flexibility and adaptability, particularly in an evolving, rapidly growing company.
• Strong communication skills, both written and oral, with the ability to communicate proactively and clearly with team members.Experience in managing Medicare and Medicaid populations preferred.
• Ability to travel throughout the market, with occasional travel within the US.
• Knowledge of quality metrics for value-based care models or quality improvement programs is strongly preferred.

Key Behaviors:

Leadership: 

• Lead by example, fostering a collaborative and high-performing culture while supporting the growth and development of team members.

Strategic Problem-Solving: 

• Demonstrate a proactive approach in identifying and addressing operational and clinical challenges.

Adaptability: 

• Be flexible in adjusting to evolving protocols, service models, and client needs.

Efficiency Focused: 

• Prioritize work to meet deadlines while maintaining high standards of care and service delivery.

Accountability: 

• Ensure team members adhere to established protocols and performance standards, with a focus on continuous improvement.

Competencies:

Clinical Operations Management:

• Experience managing clinical processes such as onboarding, care plan development, and patient reassessments.
• Ability to measure and manage key performance indicators (KPIs) effectively.

Team Leadership & Development:

• Demonstrated ability to manage and coach multidisciplinary teams,..
• Experience with hiring, training, and mentoring clinical and non-clinical staff.

Data Analysis & Decision-Making:

• Strong analytical skills to assess performance metrics and develop actionable plans for improvement.
• Ability to make data-driven decisions to enhance clinical outcomes.

Client & Partner Collaboration:

• Ability to work with internal and external partners to ensure alignment with service agreements and achieve client satisfaction.
• Excellent relationship management with clients and team members.

Compliance & Regulatory Knowledge:

• Knowledge of federal, state, and local healthcare regulations.
• Ensures clinical operations align with accreditation standards, regulatory requirements, and client needs.

Cultural Competency & Engagement:

• Ability to foster a strong team culture focused on coaching, collaboration, and employee engagement.
• Ability to engage with staff in a way that attracts, retains, and develops top-quality employees.

Upward Health is proud to be an equal opportunity employer. We are committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position.

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