Job Title: Clinical Operations Assistant Manager

Location: Vertis North, Quezon City, Philippines
Work Setup: Onsite
Shift: US Day Shift
Experience: 5+ years

Job Overview

We are seeking an experienced Clinical Operations Assistant Manager to lead a clinical operations team supporting a major US managed care program. The role is responsible for service delivery, clinical quality, operational performance, compliance, and team development in a metrics-driven healthcare environment.

Key Responsibilities

1. Manage daily SLA/KPI performance, including turnaround time, quality, productivity, and clinical documentation.

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

3. Lead clinical quality assurance through audits, calibrations, coaching, and documentation reviews while ensuring HIPAA/PHI compliance.

4. Develop and mentor registered nurses, clinical associates, and team leaders while overseeing competency programs, continuing education, preceptorship, and license validity.

5. Collaborate with Workforce Management, Talent Acquisition, Quality Assurance, and client stakeholders to implement clinical protocol updates, improve workflows, and support operational needs.

Required Skills

1. Clinical operations management and team leadership.

2. Utilization Review (UR) and Utilization Management (UM) operations.

3. SLA/KPI monitoring, root cause analysis, and performance improvement.

4. US managed care, CMS, and HIPAA/PHI compliance.

5. Clinical quality assurance, documentation audits, and team development.

Qualifications

• Bachelor of Science in Nursing (BSN).

• Active Philippine Registered Nurse (PHRN) license.

• Active, unrestricted USRN license; NCLEX must be passed.

• At least 5 years of clinical and healthcare operations experience.

• At least 3 years of team leadership experience in healthcare BPO or shared services.

• Strong knowledge of US managed care, UM, Case Management (CM), CMS, and HIPAA/PHI requirements.

• Proven experience managing SLAs, KPIs, and clinical operational performance.

• Current experience managing UR/UM operations.

• Experience in UM, CM, Health Risk Assessment (HRA), triage, or payer operations is preferred.

• Familiarity with URAC/NCQA standards and clinical training is an advantage.

• Willingness to work onsite in Vertis North, Quezon City, on a US day shift.

Important License Requirement

The USRN license must be active and unrestricted. Candidates whose licenses are nearing expiration must be willing to renew their licenses. Verify the validity of both Philippine RN and USRN licenses.​

Former Teleperformance (TP) employees are not eligible for rehire, whether directly or through a third party. Candidates with previous employment at PSG Global, Majorel, or Aegis are also excluded under the client's stated hiring restrictions. Verify employment history before proceeding.