MTM Operations Supervisor

Clarest Health OHIO, LLC; United States; Remote; USD 44,000 - 47,000; Full time

Benefits offered by this job

Paid Time Off

401(k) with Company Match

Company-Paid Life Insurance

FSA/HSA

Job summary

Clarest Health OHIO, LLC is seeking an MTM Operations Supervisor to lead a remote, distributed team delivering high-volume telephonic MTM services across the United States. This hands‑on leadership role emphasizes accountability, coaching, and continuous improvement to ensure patient outcomes while maintaining HIPAA compliance.

The role requires clinical operations experience and strong ability to analyze performance data, manage workflows, and drive process improvements in a fast-paced

Qualifications

• Experience in regulated healthcare operations such as MTM or pharmacy operations.
• Supervisory or people leadership experience in healthcare operations.
• Experience leading remote or distributed teams in a fast-paced, metrics-driven environment.
• Experience managing operational KPIs (productivity, quality, service levels, attendance).
• Working knowledge of HIPAA, privacy, security, and clinical documentation standards.

Responsibilities

• Lead daily MTM operations and drive consistency in performance, service delivery, and quality.
• Oversee remote team performance, coaching, and live monitoring to meet targets.
• Collaborate with Workforce Management to align staffing and scheduling with demand.
• Monitor productivity, quality, and schedule adherence; translate goals into daily expectations.
• Use data to identify issues, root causes, and implement corrective actions.
• Support onboarding, training, and development of new-hire staff.

Skills

MTM operations

Remote team leadership

KPI management

Healthcare compliance

Coaching

Communication skills

Data analysis

Tools

Microsoft Office

Timekeeping systems

Job description

MTM Operations Supervisor

Medication Therapy Management (MTM) | Clinical Operations

Location: Fully Remote – U.S. Only

Salary: $32 - $34/hr

FLSA Status: Non-Exempt

Schedule: Monday – Friday, 10:00 a.m. - 6:30 p.m. ET

What Good Care Looks Like

Good care is specific. It is the right medication, for the right person, at the exact right time, and someone following up to make sure it actually worked.

That follow-through is where the system usually breaks down, and it is where Clarest steps in. We manage medication for patients across long-term care, assisted living, and at home, building the technology that keeps all three connected so no one gets handed off and forgotten.

None of that happens without the people doing it, which is why we hold ourselves to the same standard with our own. Paid time off increases the longer you are here, life insurance is company-paid, and for associates who enroll in our health plan, a dedicated nurse advocate and no-cost telehealth extend to eligible dependents as well. Careers here move in more directions than most people expect, and many of our leaders started in the roles we are hiring for now.

Lead the Team Behind Better Medication Outcomes

As one of our MTM Operations Supervisors, you'll help ensure our Medication Therapy Management operations run consistently, efficiently, and with a strong focus on patient outcomes.

This is a hands-on leadership role overseeing a remote, distributed team responsible for delivering high-volume, telephonic MTM services. You'll balance daily operational execution with coaching, performance management, quality oversight, and process improvement—ensuring the team meets its goals without losing sight of the patients behind the metrics.

You'll work closely with the Director of Call Center Operations, fellow MTM Operations Supervisors, Workforce Management, Human Resources, and cross-functional partners to coordinate workflows, address operational challenges, drive consistent team performance, and maintain compliance with healthcare requirements. As part of a broader supervisory team, you'll collaborate across teams to share best practices, align on priorities, and ensure a consistent, high-quality experience for both team members and patients.

This is an opportunity for an operations leader who knows how to bring structure to a fast-paced environment, develop people, and use data to drive meaningful improvements. You'll play a direct role in building a culture of accountability, engagement, and continuous improvement while helping Clarest deliver consistent, patient-centered medication management at scale.

What You’ll Do

You’ll lead the daily execution and continuous improvement of MTM operations, creating consistency across team performance, service delivery, and quality.

• Oversee daily clinical operations: Ensure consistent execution of telephonic MTM workflows, documentation expectations, and program requirements across a high-volume, remote healthcare environment.
• Manage workflows and service delivery: Oversee queue management, workload distribution, operational priorities, and escalations to support service levels and timely execution.
• Partner on workforce planning: Collaborate with Workforce Management to align staffing, scheduling, and team coverage with operational demand.
• Own operational performance: Monitor productivity, quality, documentation accuracy, service levels, attendance, and schedule adherence, translating business goals into clear daily expectations.
• Use data to drive improvement: Analyze performance trends, quality assurance findings, and operational data to identify root causes, address risks, and implement corrective actions.
• Coach and develop team members: Conduct virtual one-on-ones, provide regular feedback, reinforce skills, and support performance improvement through targeted coaching and live monitoring.
• Lead onboarding and training: Support new-hire onboarding and development, building readiness for independent work within established timelines and performance expectations.
• Build accountability across a remote team: Establish clear communication norms, escalation pathways, and team routines that reinforce consistency, ownership, and operational discipline.
• Support employee engagement and retention: Identify workload barriers, performance gaps, and engagement risks early, taking appropriate action to support team effectiveness.
• Address employee relations matters: Manage performance and behavioral concerns promptly and professionally, following company policies and progressive discipline practices in partnership with Human Resources and leadership as needed.
• Maintain compliance and quality standards: Reinforce HIPAA, privacy, security, and clinical documentation requirements while ensuring patient safety and service quality remain non-negotiable.
• Resolve operational challenges: Identify workflow bottlenecks and partner cross-functionally to improve processes, scripts, documentation standards, and handoffs.
• Support continuous improvement: Participate in and lead quality improvement initiatives and cross-functional projects that improve operational efficiency, service consistency, and patient outcomes.
• Escalate risks appropriately: Promptly communicate patient safety concerns, quality issues, compliance risks, and other matters requiring leadership attention.
• Reinforce a culture of professionalism: Foster an inclusive, collaborative environment where team members feel comfortable raising questions, identifying risks, and sharing ideas for improvement.

What We’re Looking For

• Experience in regulated healthcare operations, such as Medication Therapy Management (MTM), pharmacy operations, pharmacy benefit management (PBM), healthcare contact centers, care coordination, telehealth, or similar service environments.
• Supervisory or people leadership experience in a healthcare operations setting, including coaching, performance management, and employee onboarding or training.
• Experience leading remote or geographically distributed teams in a fast-paced, metrics-driven environment.
• Experience managing operational KPIs, including productivity, quality, service levels, attendance, and schedule adherence.
• Demonstrated ability to use performance data, quality assurance findings, and trend analysis to identify issues and implement corrective actions.
• Experience managing workflows, operational priorities, escalations, and service continuity in a high-volume environment.
• Working knowledge of healthcare compliance requirements, including HIPAA, privacy, security, and clinical documentation standards.
• Strong communication and interpersonal skills, including the ability to set expectations, deliver constructive feedback, and navigate difficult conversations.
• Experience partnering with cross-functional stakeholders to resolve operational challenges and improve processes.
• Proficiency with healthcare operations systems and standard office tools, including documentation platforms, operational dashboards, timekeeping systems, and Microsoft Office.

An active LPN/LVN license in good standing is preferred but not required.

Bonus Points If You Have

• Experience leading MTM programs or telephonic medication management services.
• Experience supervising LPNs, clinical staff, pharmacy technicians, or other healthcare operations teams.
• Experience in pharmacy, PBM, or other medication-focused healthcare operations.
• Experience using quality monitoring, call monitoring, or QA scorecards to improve individual and team performance.
• Experience with workforce management, capacity planning, queue management, or service-level optimization.
• Experience developing coaching plans, performance improvement plans, or structured employee development programs.
• Experience improving clinical workflows, documentation practices, operational scripts, or escalation processes.
• Experience leading quality improvement initiatives or implementing operational changes across remote teams.
• Experience partnering with Human Resources on employee relations, performance concerns, and progressive discipline.

You’ll Be Successful If You Have

• A hands-on leadership style: You stay close to daily operations, understand what the team needs to succeed, and step in when performance, quality, or service delivery requires attention.
• A strong coaching mindset: You know how to develop people through clear expectations, consistent feedback, meaningful accountability, and practical support.
• Data-driven decision-making: You use KPIs, quality findings, and performance trends to understand what's happening, identify root causes, and determine where intervention will have the greatest impact.
• Operational discipline: You can manage competing priorities, maintain workflow consistency, and keep a high-volume operation moving without losing sight of quality.
• Comfort leading remotely: You can build trust, maintain engagement, communicate expectations, and hold people accountable across a distributed team.
• Sound judgment in a regulated environment: You understand that productivity matters, but patient safety, privacy, compliance, and documentation accuracy are essential to successful outcomes.
• Strong communication and conflict resolution: You're comfortable delivering difficult feedback, addressing performance concerns, navigating employee relations issues, and partnering with leadership when needed.
• A continuous improvement mindset: You look beyond immediate problems to identify recurring issues, improve processes, and build more effective ways of working.
• A commitment to patient-centered care: You recognize that behind every workflow, quality measure, and performance target is a patient who depends on reliable, thoughtful medication management.

Physical Requirements

Remote Operations Role:

• Ability to perform computer-based work for extended periods in a remote environment.
• Ability to communicate clearly and professionally by phone, video conference, and written communication.
• Ability to participate in virtual meetings, coaching sessions, and live monitoring activities.
• Ability to review operational dashboards, quality reports, documentation, and other computer-based information.
• Ability to manage competing priorities and respond to operational escalations in a fast-paced environment.

What We Offer

• Comprehensive Medical, Dental, and Vision Insurance (plans starting as low as $13.73 per pay period)
• Free Virtual Care and Telemedicine Services
• Paid Time Off
• 401(k) with Company Match
• Company-Paid Life Insurance
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• Employee Referral Bonuses
• Pet Insurance
• Legal Insurance

Clarest Health is an Equal Opportunity Employer. Reasonable accommodations will be made to enable qualified individuals with disabilities to participate in the application process and perform essential job functions. If you require an accommodation, please notify our Human Resources team.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.