Manager, Clinical Operations

El Camino Health; Manila; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

iRhythm Technologies, Inc. is seeking an Operations Manager in Manila to lead a 20-25 person team and drive high-quality service delivery in a fast-paced healthcare environment.

You will monitor performance dashboards, optimize workflows, and ensure FDA compliance while collaborating with clinical and HR teams to achieve strategic objectives. Strong leadership and execution skills are required.

Qualifications

• Team leadership experience managing large teams in a service environment.
• Ability to leverage KPIs and metrics to drive operational improvements.
• Experience managing clinical operational workflows in high-volume settings.
• Proficiency with workflow automation tools and production software.
• Strong cross-functional communication with clinical, operational, and leadership teams.
• Experience in customer service excellence and escalation/recovery processes.
• Knowledge of healthcare regulatory compliance.
• Experience in staff coaching and development.

Responsibilities

• Oversee daily operations of a 20-25 staff team, ensuring performance meets production, quality, and policy standards.
• Track and evaluate staff performance metrics, implementing process improvements to meet goals.
• Provide coaching, guidance, and recognition to foster a high-performance culture and conduct reviews with HR/senior leadership.
• Manage customer service in high-volume environments, ensuring efficient escalation and recovery processes.
• Ensure day-to-day service delivery is efficient and compliant with policies and FDA regulations.
• Contribute to strategic planning with senior management to achieve long-term goals.
• Oversee budget and headcount, coordinating with Talent Acquisition on recruitment strategy.
• Coordinate training with clinical teams to support staff development.

Skills

Team Leadership

KPI and Metrics

Clinical Operational Workflow

Cross-functional Communication

Customer Service Excellence

Escalation & Recovery

Compliance & Regulatory Knowledge

Staff Performance & Development

Tools

Workflow Automation Tools

Production Software

Performance Dashboards

Job description

Career-defining. Life-changing. At iRhythm, you’ll have the opportunity to grow your skills and your career while impacting the lives of people around the world. iRhythm is shaping a future where everyone, everywhere can access the best possible cardiac health solutions. Every day, we collaborate, create, and constantly reimagine what’s possible. We think big and move fast, driven by our commitment to put patients first and improve lives. We need builders like you. Curious and innovative problem solvers looking for the chance to meaningfully shape the future of cardiac health, our company, and your career.

About This Role:

Key Responsibilities:

• Team Management: Oversee daily operations of a team of 20-25 non-exempt staff, ensuring performance meets department production, quality, and operational standards.
• Performance Management: Track and evaluate staff performance metrics, implementing process improvements to meet or exceed quality and efficiency goals.
• Coaching & Development: Provide coaching, guidance, and recognition to foster a high performance culture. Conduct performance reviews and facilitate corrective actions in partnership with HR and senior leadership.
• Escalation & Recovery: Manage customer service in high-volume environments, ensuring efficient escalation and recovery processes to meet service excellence standards.
• Operational Oversight: Ensure day-to-day service delivery in a high-volume environment runs efficiently and in accordance with established policies and regulations.
• Compliance & Regulations: Ensure compliance with FDA regulations and company policies, collaborating with cross-functional teams to maintain and update these standards.
• Strategic Planning: Contribute to strategic planning and leadership initiatives, working closely with senior management to achieve long-term organizational goals.
• Budget & Resource Management: Oversee team budget, managing resources and additional hours needed to achieve targets. Partner with talent acquisition to manage headcount and recruitment strategy.
• Staff Development: Facilitate ongoing staff development by coordinating training with clinical teams to meet performance and quality standards.
• Continuous Improvement: Assist with quality management programs, provide feedback on operational efficiencies, and collaborate on cross-functional projects to support company-wide initiatives.
• Performance Dashboards & Tools: Utilize workflow automation tools and performance dashboards to monitor team performance and operational metrics, ensuring alignment with organizational goals.

Must-Have Skills and Qualifications:

• Team Leadership: Proven experience managing large teams in a service environment, with a focus on performance management and fostering a high-performance culture.
• KPI and Metrics: Expertise in utilizing KPIs and performance metrics to drive operational improvements and meet organizational objectives.
• Clinical Operational Workflow Management: Experience managing clinical operational workflows, overseeing day-to-day service delivery in high-volume environments.
• Workflow Automation Tools: Proficiency with workflow automation tools and familiarity with production software and performance dashboards.
• Cross-functional Communication: Strong communication skills to collaborate effectively with clinical, operational, and leadership teams.
• Customer Service Excellence: Demonstrated experience managing customer service in high volume settings and implementing recovery processes to enhance customer satisfaction.
• Escalation & Recovery: Experience in managing efficient escalation and recovery processes to resolve operational issues.
• Compliance & Regulatory Knowledge: Understanding of state and federal regulations in healthcare operations and the ability to ensure compliance.
• Staff Performance & Development: Experience in performance management, staff coaching, and fostering staff development through training initiatives.

Nice-to-Have Skills and Qualifications:

• Broader Healthcare Services Knowledge: Familiarity with healthcare services, including telehealth, health insurance, and diagnostics.
• Operational Challenges Across Sectors: Awareness of operational challenges in multiple healthcare sectors.

Qualifications:

• Minimum of 4 years of Management experience in operations management, preferably in medical device, healthcare services or clinical setting.
• Strong leadership, problem-solving, and organizational skills.
• Proven ability to manage high-volume operations and large teams.

Location: Manila

As a part of our core values, we ensure an inclusive workforce. We welcome and celebrate people of all backgrounds, experiences, skills, and perspectives.

iRhythm Technologies, Inc. is an Equal Opportunity Employer.

We will consider for employment all qualified applicants with arrest and conviction records in accordance with all applicable laws.

iRhythm provides reasonable accommodations for qualified individuals with disabilities in job application procedures, including those who may have any difficulty using our online system.

If you need such an accommodation, you may contact us at [e-mail]

About iRhythm Technologies

iRhythm is a leading digital healthcare company that creates trusted solutions that detect, predict, and prevent disease. Combining wearable biosensors and cloud-based data analytics with powerful proprietary algorithms, iRhythm distills data from millions of heartbeats into clinically actionable information. Through a relentless focus on patient care, iRhythm’s vision is to deliver better data, better insights, and better health for all. Make iRhythm your path forward. Zio, the heart monitor that changed the game.

At iRhythm, you'll have the opportunity to grow your skills and your career while impacting the lives of people around the world. Together, we are reimagining the way cardiac arrhythmias are diagnosed. We need curious problem solvers like you. With opportunities remotely, at our office, in manufacturing, and in locations across the globe, this is your chance to meaningfully shape the future of cardiac health, our company, and your career.

Driven By Purpose - Cardiac health touches the lives of people all around us. Providing life-changing healthcare solutions that impact patients around the world drives us to bring our best every single day.

Growth Means Opportunity - We are growing rapidly. And with that growth comes a wealth of opportunities to learn and advance at iRhythm. The potential to deepen your impact, seek new opportunities, and advance your career is yours to pursue.

Build the Future - We are a boundary-pushing organization that values innovative thinking and impacts healthcare at a global level. The expectation is to think big and build the future you see for iRhythm, our patients, and yourself.