Clinical Operations Manager (Remote)

Upside is a housing-focused care partner helping people experiencing housing instability take the next step toward stability. We partner with health plans and care organizations to identify members at risk, build a clear housing plan, and drive the work forward through placement and stabilization. Upside owns the entire housing process from start to finish. Our team engages members, coordinates with local providers and community resources, manages logistics and documentation, and stays involved until the issue is resolved. Our approach is human-first and outcome-driven, measured by real results like stable housing, completed moves, safer living environments, and successful transitions. About the Opportunity: Upside is hiring a Clinical Operations Manager to lead frontline service operations across our New Jersey field program and other emerging programs and markets. This role is responsible for overseeing a team of member-facing support staff, driving consistency in care delivery, and building the operational infrastructure needed to scale. This is a hands‑on management role for someone who can balance day‑to‑day execution with process building. You will manage field-based and member support workflows, strengthen quality and compliance practices, document playbooks and policies, and identify opportunities to improve efficiency across the service team. This role reports into the VP, Care Enablement. Work Location and Schedule: Full‑time, remote within the United States, with a preference for Eastern Time Zone candidates. Schedule is generally Monday–Friday, with coverage needs spanning Eastern and Pacific time zones. Hours may flex based on business needs and member caseload coverage, including occasional evenings, overtime, and weekends. What You’ll Do: Manage Member Support Specialists and other assigned frontline team members across Upside’s New Jersey program and additional programs or markets as they launch. Oversee daily field and service operations to ensure timely, high‑quality member support and consistent care delivery. Drive accountability for face‑to‑face encounters, member follow‑up, documentation quality, and overall service execution across assigned programs. Coach and support team performance through regular 1:1s, case reviews, workflow oversight, and ongoing performance management. Monitor team caseloads, coverage, and staffing needs to ensure service levels are met across markets. Build and maintain scalable operational playbooks, standard operating procedures, and policies to support program consistency and growth. Partner cross‑functionally with clinical, operational, and leadership stakeholders to resolve issues, improve workflows, and support program goals. Serve as a key internal point of contact for designated programs and help support external communication when needed. Lead or support continuous quality improvement efforts, including audits, documentation reviews, and corrective action planning. Establish and refine QA and audit processes across team workflows, including clinical‑adjacent and operational quality checks. Use data to identify trends, surface operational risks, inform staffing decisions, and improve team performance and member outcomes. Identify opportunities for automation, workflow improvement, and process standardization across the broader service team. Support hiring, onboarding, and training for frontline team members as the organization scales into new programs and markets. What We’re Looking For: 3–5+ years of experience managing frontline, member‑facing, care coordination, or field‑based operations teams. Experience supporting Medicaid populations, high‑acuity populations, or other highly vulnerable member populations strongly preferred. Demonstrated success managing teams to performance metrics, service standards, and quality expectations. Experience building or improving workflows, SOPs, playbooks, and operational processes in a growing environment. Ability to lead audits, documentation reviews, and quality improvement initiatives with strong attention to detail. Strong operational judgment and ability to proactively identify issues, remove blockers, and create practical solutions. Comfort working across multiple programs, markets, or geographies in a fast‑paced environment. Strong data literacy, with the ability to interpret operational trends and use data to guide staffing and performance decisions. Excellent communication skills and an ability to partner effectively with internal stakeholders across clinical and operations teams. Ability to manage team caseloads and performance in a high‑volume environment, including service models supporting 300+ members per service provider. Compensation and Benefits: Medical, dental, and vision coverage. Paid time off and company holidays. Upside is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. Upside is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you have a disability or special need that requires accommodation, please let us know. #J-18808-Ljbffr