About this role
The Manager, Clinical Operations for Surgery Care reports to the Director, Clinical Operations, Surgery Care and is responsible for the leadership, development, and operational performance of a multidisciplinary Surgery Care team that includes both Registered Nurses (RNs) and non-clinical Care Coordinators. In this role, you will create an environment grounded in high-quality member care, operational excellence, accountability, and continuous improvement.
You will guide your team in delivering a seamless, member-centric experience throughout the Surgery Care journey from intake, to benefit education, to medical record coordination, provider review, pre-surgical requirements, and preparation for the Center of Excellence (COE) or community surgical pathway.
This role combines clinical oversight, workflow leadership, and people management. You will ensure consistent execution of Surgery Care processes, support timely case progression, and collaborate cross-functionally with internal operational partners, COEs, the EMO program, and other Transcarent clinical teams to ensure members receive the right care at the right time.
You will also serve as a culture carrier, modeling Transcarent values while coaching and developing team members (clinical and non-clinical) to meet quality, productivity, and service expectations. This leader plays a key role in driving new initiatives, maintaining alignment with organizational goals, and ensuring operational readiness for updates, improvements, and program expansions.
What you’ll do
- Lead and develop a team of RN Care Coordinators, COE Engagement RNs, and non-clinical Care Coordinators, ensuring clear expectations, accountability, and high performance.
- Conduct ongoing coaching, quality reviews, and performance evaluations; create individualized development plans as needed.
- Ensure consistent delivery of clinical standards, documentation accuracy, and adherence to workflows across all roles.
- Promote a culture of collaboration, psychological safety, accountability, and member-centered care.
- Oversee daily operations including case distribution, coverage planning, queue and caseload balancing, and prioritization of urgent needs.
- Ensure timely progression of members through the surgical review and COE pathways, from intake through scheduling and approvals.
- Monitor operational KPIs, quality metrics, and process compliance; proactively address trends or gaps.
- Partner with COEs, providers, facilities, and internal teams to resolve escalations or barriers impacting member care.
- Support quality assurance initiatives, audits, and complaint/service recovery processes.
- Identify workflow issues across clinical and non-clinical functions and recommend or implement process improvements to reduce friction and improve throughput.
- Collaborate with leadership to implement new initiatives, clinical programs, and system changes.
- Serve as a key operational liaison with teams including Benefits, Travel, Billing/PRE, Medical Records, Clinical Programs, COEs, and Product/Tech.
- Provide clinical and operational insights for new client implementations, workflow rollouts, and technology enhancements.
- Participate in leadership meetings, calibrations, audits, and cross-department committees as required.
- Manage scheduling, WFM updates, PTO approvals, attendance oversight, and staffing coverage planning.
- Facilitate onboarding, training, competency validation, and ongoing professional development for all roles.
- Contribute to strategic planning for the Surgery Care program, including future growth, staffing models, and standardization of best practices.
- Maintain compliance with all regulatory, policy, and documentation standards.
Education Requirements
- BSN or RN with bachelor's degree
- Minimum of 5-7 years of Clinical Experience; or
- AAS or ADN degree
- Minimum of 7-8 years of Clinical Experience
What we’re looking for
- Registered Nurse with active, multistate licensure required.
- Clinical experience in surgery or a related specialty preferred.
- Demonstrated adaptability and comfort working in dynamic, evolving workflows and technologies.
- Demonstrated success leading clinical teams in a healthcare or care coordination environment.
- Strong understanding of surgical pathways, COE workflows, and clinical decision-making.
- Ability to coach diverse roles (RNs and non-clinical staff) with tailored feedback and development strategies.
- Proven experience managing high-volume workflows, SLAs, quality metrics, and operational performance.
- Excellent communication skills, including the ability to convey clinical concepts clearly to both clinicians and non-clinicians.
- Strength in conflict resolution, critical thinking, and collaborative problem solving.
- Comfortable working in fast-paced, technology-driven environments with changing priorities.
- Ability to build relationships with internal partners, external providers, and Centers of Excellence.
Nice to have
- Experience in surgical care management, COE programs, utilization management, or perioperative care.
- Familiarity with Salesforce, EMRs, and multi-system navigation.
- Experience supporting telehealth, virtual care navigation, or digital member engagement models.
- Background in process improvement (Lean, Six Sigma, or similar methodologies).
- Experience supporting cross-functional initiatives involving product, clinical operations, and provider networks.
Who we are
Transcarent and Accolade have come together to create the One Place for Health and Care, the leading personalized health and care experience that delivers unmatched choice, quality, and outcomes. Transcarent’s AI-powered WayFinding, comprehensive Care Experiences – Cancer Care, Surgery Care, Weight – and Pharmacy Benefits offerings combined with Accolade’s health advocacy, expert medical opinion, and primary care, allows us to meet people wherever they are on their health and care journey. Together, more than 20 million people have access to the combined company’s offerings. Employers, health plans, and leading point solutions rely on us to provide trusted information, increase access, and deliver care.
We are looking for teammates to join us in building our company, culture, and Member experience who:
- Put people first, and make decisions with the Member’s best interests in mind
- Are active learners, constantly looking to improve and grow
- Are driven by our mission to measurably improve health and care each day
- Bring the energy needed to transform health and care, and move and adapt rapidly
- Are laser focused on delivering results for Members, and proactively problem solving to get there
Total Rewards
Individual compensation packages are based on a few different factors unique to each candidate, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal equity.
Salary is just one component of Transcarent's total package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock options.
Our benefits and perks programs include, but are not limited to:
- Competitive medical, dental, and vision coverage
- Competitive 401(k) Plan with a generous company match
- Flexible Time Off/Paid Time Off, 12 paid holidays
- Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance
- Mental Health and Wellness benefits
Transcarent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out!
Research shows that candidates from underrepresented backgrounds often don’t apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren’t looking for someone who checks each box on a page; we’re looking for active learners and people who care about disrupting the current health and care with their unique experiences.
