Manager - Medical Services

The Manager, Clinical Operations is responsible for the operational support functions of the Occupational Health and Medical Services organization. This role ensures consistent, efficient, and high-quality delivery of clinical services across the enterprise by overseeing base clinic operations, staff performance, EMR application and clinical workflows according to regulatory compliance expectations and/or corporate directed standardized treatment protocols and clinical quality assurance expectations. Reporting to the Director, Medical Shared Services, the Manager, Clinical Operations partners closely with occupational health providers, site medical teams, wellness leaders, and corporate stakeholders to optimize operations, improve service delivery, and support organizational health and safety objectives. This is an excellent opportunity for a strategic and results-oriented healthcare operations leader who is passionate about driving operational excellence, process improvement, and customer-focused service delivery. Key Responsibilities Clinical Operations Assist onsite managers with day-to-day clinical operations across all occupational health and medical service locations. Implement operational strategies that improve quality, efficiency, consistency, and service delivery as directed by leadership. Serve as key operational resource for clinical workflow management and process optimization. Monitor operational performance and address barriers impacting clinical service delivery. Collaborate with medical leadership on operational priorities and organizational initiatives. Workflow Optimization Work with medical leadership to continuously evaluate and improve standardized clinical workflows and business processes. Identify opportunities to streamline operations, reduce administrative burden, and improve service outcomes. Establish performance standards and operational metrics for clinical support functions. Evaluate workflow effectiveness through data analysis and stakeholder feedback. Standard Operating Procedures, Treatment Protocols & Clinical Quality Work with onsite managers to ensure clinics are operating according to expected standard operating procedures (SOPs). Work with onsite managers to ensure dissemination, understanding and implementation of standardized clinical guidelines, treatment protocols, standing orders, and reference programs as directed by senior leadership Lead clinical quality assurance activities and audits to confirm the appropriate delivery of required examinations and examination components. Oversee laboratory compliance, including required permits, Clinical Laboratory Improvement Amendments (CLIA) requirements, posted documentation, and quality assurance testing for point-of-care services such as urinalysis dip testing, random blood glucose, and hemoglobin A1c. Confirm and track required professional licenses, certifications, and training for clinical staff, including BBP, BLS, physician, physician assistant, registered nurse practitioner, registered nurse, medical assistant, emergency medical technician, CAOHC, NIOSH, DOT urine drug-screen collection, DOT breath alcohol testing, hair collection, and point-of-care testing credentials, as applicable. Oversee X-ray compliance, including equipment certifications, user and area dosimetry, and required documentation. Ensure clinical testing and examination equipment is appropriate, functional, maintained, and calibrated at the required frequency and in the prescribed manner, with records stored appropriately. Verify required workplace, privacy, regulatory, and Equal Employment Opportunity notices are current and appropriately posted. Monitor exam-room readiness, facility cleanliness, safety, maintenance, and the availability and working order of equipment such as blood pressure cuffs and examination tables. Ensure hazardous and regulated medical waste, including sharps and contaminated gowns, is managed and disposed of appropriately. Promote compliance with privacy policies, organizational standards, and applicable regulatory requirements across all locations and programs. Coordinate corrective actions and process improvements identified through audits, inspections, or performance reviews. Clinical Systems & Telemedicine Ensure appropriate use of the EMR to include appropriate, efficient and accurate use including patient record entry, scheduling workflows, electronic questionnaires, electronic email communications and dashboard usage. Encourage user engagement to identify system pinch points and make recommendations for system enhancements, upgrades, user training, and efficient synchronization of clinical information. Monitor and ensure appropriate medical record management practices, including documentation, scanning, provider signatures, addenda, retention, and appropriate storage. Coordinate timely and compliant responses to personal, legal, and other authorized requests for medical records. Work with onsite managers to identify opportunities for new clinical technologies, testing devices and/or products that improve service delivery Required Examinations & Medical Surveillance Oversee the administration of required occupational health examinations and surveillance programs in accordance with applicable OSHA, MSHA, DOT, corporate, and other clinical requirements/expectations. Manage employee enrollment in and removal from surveillance examination groups, including timely and accurate synchronization of program data. Monitor examination due and overdue status and ensure appropriate follow-up is completed. Ensure required signed declinations, written opinions, examination documentation, and follow-up actions are completed and retained appropriately. Maintain current knowledge of examination requirements and translate those requirements into consistent scheduling, documentation, and operational workflows. Stakeholder Collaboration & Vendor Management Partner with Medical Services, Human Resources, Safety, Benefits, Operations, and external vendors to support program success. Build strong relationships with onsite managers and medical staff. Serve as a liaison between operational teams and centralized shared services. Support implementation of enterprise-wide health and medical initiatives. Leadership & Team Development Lead, coach, and develop clinical operations support staff. Promote accountability, teamwork, customer service, and continuous improvement. Enforce clear performance expectations and development plans. Foster an inclusive and collaborative work environment. Qualifications Required Qualifications Minimum of an associate degree or higher in nursing from an accredited nursing program. Current, unrestricted registered nurse license valid in the designated state. Minimum 5 years of experience in healthcare operations, occupational health, clinical administration, or related healthcare environment. Minimum 3 years of leadership or supervisory experience. Experience managing workflows, process improvement initiatives, and operational performance metrics. Experience supporting clinical quality assurance, regulatory compliance, medical record management, or occupational health surveillance programs. Strong project management and organizational skills. Demonstrated ability to analyze data and drive operational improvements. Preferred Qualifications Bachelor of Science in Nursing. Certified Occupational Health Nurse credential, such as COHN or COHN-S. Occupational health or employee health experience. Experience supporting multi-site healthcare operations. CAOHC Certification NIOSH Certification DOT and nonDOT drug screen collections to include Hair, Urine, Breath. Saliva is a bonus. Respirator Fit Testing knowledge BLS Training Experience in electronic medical record (EMR) systems and reporting platforms Experience with telemedicine programs and medical vendor management. Knowledge, Skills & Abilities Strong operational and process improvement expertise. Ability to drive change and influence stakeholders across multiple functions. Excellent analytical and problem-solving skills. Strong communication and presentation abilities. Proven leadership and team development capabilities. Knowledge of healthcare operations, clinical quality assurance, laboratory and point-of-care testing requirements, medical records, privacy, occupational health surveillance, treatment protocols, and applicable compliance standards. Ability to manage multiple priorities in a fast-paced environment. Strong customer service orientation and relationship management skills. Success Measures (Key Performance Indicators) Operational Excellence ≥95% achievement of established service-level agreements (SLAs) Reduction in workflow cycle times year-over-year Achievement of clinic utilization and provider productivity targets Successful implementation of clinical process improvement initiatives Staffing & Workforce Management Vacancy rate maintained below target levels Improved workforce productivity and utilization metrics Employee retention and engagement goals achieved Completion of annual training requirements Process & Quality Appropriate delivery of required examinations and examination components, verified through clinical quality audits SOP, clinical guideline, standing order, privacy, and regulatory compliance rates meet established targets Required licenses, certifications, permits, equipment certifications, calibrations, and dosimetry records remain current and complete Medical surveillance enrollments, removals, due and overdue examinations, declinations, written opinions, and follow-up actions are completed accurately and timely Medical records meet documentation, scanning, signature, addendum, retention, and authorized-release standards Operational and clinical quality audit scores meet established targets Process errors, documentation gaps, and rework are reduced Corrective action plans are completed within established timeframes Customer Experience Customer satisfaction score ≥90% (employees, site leadership, and internal partners) Reduction in operational escalations Improved service responsiveness and issue resolution Medical vendors meet contracted performance and service standards Continuous Improvement Completion of annual operational improvement projects Measurable efficiency gains through workflow optimization Achievement of departmental strategic objectives