Job Description

Job Title: Director, Clinical Services HCMS- (Remote)
Job ID: 60409310
Status: Full-Time
Regular/Temporary: Regular
Shift: Day Job
Department: Clinical
Location: 415 West 17th Street, Cheyenne WY 82001


The Director, Clinical Services is responsible for resource allocation, staff management, customer support, service delivery and talent acquisition for the KnovaSolutions clinical service. In collaboration with the Contact Center Manager and Quality team, the Clinical Service Director is responsible for the daily running of KnovaSolutions. A primary responsibility for the Clinical Service Director is to provide an environment with adequate staffing, tools and clinical orientation to provide KnovaSolutions services while maintaining costs and meeting budget requirements. 

*Please note this position is work from home.

  • Escalate exceptions, service complaints and client concerns to executive management oer the escalation process
  • Keep clients and involved HCMS team informed of any service concerns
  • Prepare and review with staff the clinical staff productivity reports that include enrollment and service metrics
  • Collaborate, interact, strategize and coordinate with Contact Center manager, Quality, and Client Services staff working with clients
  • Collaborate, interact, strategize and coordinate with Contact Center manager, Quality, and Client Services staff working with clients
  • Manage and solve conflicts about the KnovaSolutions service with clients and or members. The Clinical Director is expected to have specific knowledge regarding daily operations of the service.
  • Using staffing models determine staffing needs and recruit and train staff accordingly
  • Meet clinical service and client service goals and budget
  • Provide senior management of staff providing KnovaSolutions services.


Minimum Required:

  • Graduate degree in nursing and 5 years of relevant experience managing all aspects of clinical service delivery including staffing and budgeting
  • Strong attention to detail
  • Personality, experience and skill in staffing and service management
  • Excellent written, verbal communication skills
  • Developed and demonstrated track record of managing and meeting budget goals
  • Strong experience in matrix management
  • Experience in managing remote staff
  • Experience in working in a contact center environment
  • Understanding of employee benefits
  • Experience in use of data to guide clinical services

Licensure, Certifications, and Clearances:

UPMC is an Equal Opportunity Employer/Disability/Veteran

Salary Range: $0 / hour

Union Position: No

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