Clinical Operations Manager
Vida Health
Operations
United States
Posted on Oct 14, 2025
ABOUT US
At Vida, we help people get better- and we're helping the healthcare system get better, too.
Vida is a virtual, personalized obesity care provider that uses evidence-based treatment to help patients manage obesity and related conditions like diabetes, high blood pressure, anxiety and depression. Vida's team of Obesity Medicine-Certified Physicians, Registered Dietitians, Expert Coaches and Licensed Therapists takes a whole-person approach to care, helping people lose weight, reduce stress and improve their overall health.
By combining advanced technology with top-notch healthcare providers, Vida is breaking down the barriers that have historically kept people from getting the best care. It's trusted by Fortune 100 companies, major national payers and large providers to enable their employees to live their healthiest lives.
**Vida is authorized to do business in many, but not all, states. If you are not located in or able to work from a state where Vida is registered, you will not be eligible for employment. Please speak with your recruiter to learn more about where Vida is registered.
As a Clinical Operations Manager, you’ll lead and support our Clinical Assistant Team, streamline clinical workflows and ensure an exceptional member and provider experience. This role will focus on developing and maintaining standard operating procedures (SOPs), refining processes and serving as a subject matter expert (SME) in pharmacy benefit management (PBM) partnerships and prior authorization submissions. The ideal candidate will bring expertise in triaging member escalations, prior experience with Zendesk or similar CRM platforms and knowledge of clinical care in obesity management, specifically GLP-1 prescribing.
Responsibilities:
- Provide day-to-day supervision and oversight and performance management to a team of Clinical Assistants, ensuring adherence to clinical protocols and high-quality member support.
- Track individual and team performance metrics. Conduct regular team meetings and 1:1 check-ins to review performance and address challenges.
- Monitor staffing levels and adjust scheduling, assigned tasks and projects to maintain adequate coverage and workload balance.
- Develop, document and implement SOPs to standardize clinical workflows across the team.
- Monitor and manage Zendesk queues for volumes, performance and quality, ensuring appropriate triage and escalation pathways based on a tiered queue system.
- Configure and maintain Zendesk dashboards and reporting to track key operational metrics (e.g., ticket volume, resolution time, SLA compliance, escalation trends, and team productivity).
- Analyze Zendesk data to identify performance trends, workload distribution and process bottlenecks.
- Document and analyze trends in ticket issues and proactively communicate findings/recommendations to clinical leadership to support process improvements, training and systematic fixes.
- Serve as an escalation point for complex clinical and administrative member, pharmacy, lab or PBM escalations.
- Partner with medical providers, pharmacies, PBMs and cross-functional stakeholders to identify and address process inefficiencies, ensuring operational excellence and high-quality member care.
- Act as a go-to resource on Pharmacy Benefit Managers (PBMs) and the prior authorization process, supporting the Clinical Assistant Team, Medical Providers and other stakeholders with guidance and best practices.
- Leverage Zendesk platform to manage and triage member and provider inquiries, streamlining ticket workflows and optimizing for overall team efficiency through reporting.
- Partner with leadership teams (Quality Assurance, Medical Leadership, Compliance, Product/Engineering, Member Support) to support ongoing improvement initiatives and enhance overall member care.
Qualifications:
- Bachelor’s degree in healthcare administration, public health or related field; clinical background/experience a plus.
- 3-5+ years of experience in clinical operations or healthcare support functions.
- Experience supervising or managing clinical or administrative staff.
- Strong knowledge of prior authorization processes, CoverMyMeds portal and patient access workflows.
- Prior experience in the obesity care space, specifically supporting GLP-1 therapy.
- Excellent communication, organizational and problem-solving skills.
- Familiarity with telehealth and digital health platforms.
- Strong analytical skills to identify trends, monitor performance metrics and recommend improvements.
- Proficiency with Zendesk (or similar platform), with ability to build and maintain reporting features preferred.
Vida is proud to be an Equal Employment Opportunity and Affirmative Action employer.
Diversity is more than a commitment at Vida—it is the foundation of what we do. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, genetics, disability, age, or Veteran status. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.
We seek to recruit, develop and retain the most talented people from a diverse candidate pool. We don’t just accept differences — we celebrate them, we support them, and we thrive on them for the benefit of our employees, our platform and those we serve. Vida is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.
We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at Vida in any form without a valid, signed search agreement in place for the specific position will be deemed the sole property of Vida. No fee will be paid in the event the candidate is hired by Vida as a result of the unsolicited referral.
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