Director, Clinical Operations (Utilization Management)

Reporting to the Senior Director, Health Services Clinical Operations, the Director, Clinical Operations provides strategic and operational leadership. This leadership is for SFHP's Utilization Management (UM) program, ensuring members receive medically necessary, and cost-effective care. You will oversee all UM activities. These activities include prior authorization, concurrent review, discharge planning, and delegated oversight. Additionally, you will ensure compliance with CMS, DHCS, DMHC, and NCQA standards.

You will manage a matrixed clinical and administrative team. You will work with the Medical Directors. The Director partners across Health Services, Quality, Compliance, Claims, Provider Network Operations, and other internal and external teams. The goal of this partnership is to improve utilization review processes, improve efficiency, and support affordability goals. You will be SFHP's primary leader for UM performance, policy implementation, and regulatory readiness.

Please note that while SFHP supports a hybrid work environment, SFHP requires you to be onsite and in-office a minimum of 4 days per month. This is a hybrid position, based in our Downtown San Francisco office.

Salary : $195,000 - $215,000 per year

WHAT YOU WILL DO :

• Lead daily operations of the Utilization Management department, including prior authorization, concurrent review, and discharge planning functions.
• Manage departmental structure, staffing, and workflows to ensure determinations and high-quality service delivery.
• Manage and develop the UM leadership team, ensuring clarity of roles, accountability, and professional growth.
• Establish department performance goals, dashboards, and quality metrics; monitor results and take corrective action.
• Maintain departmental policies and procedures consistent with DHCS, DMHC, and NCQA requirements.
• Ensure the UM program operates in full compliance with applicable regulations and accreditation standards.
• Oversee UM delegation oversight activities, including annual medical group audits, review of corrective action plans (CAPs), and preparation of audit documentation.
• Collaborate with Compliance and Quality teams to maintain readiness for internal and external reviews.
• Partner with the Medical Directors to ensure clinical consistency in decision-making and adherence to SFHP policies.
• Analyze utilization trends and performance data to identify opportunities for cost reduction and improved member outcomes.
• Lead process redesign and workflow optimization efforts to improve efficiency and reduce administrative burden.
• Partner with Claims, Performance Process Improvement, and IT to enhance automation, data accuracy, and integration between authorization and claims systems.
• Support programs to align UM practices with Care Management and Population Health programs, ensuring seamless transitions of care.
• Develop, implement, and monitor corrective and preventive action plans to address operational gaps our audit findings.
• Be an operational liaison between SFHP and contracted hospitals, IPAs, and providers regarding UM policies and authorization processes.
• Participate in internal and external committees, including the Utilization Management Committee and Clinical Oversight Committee.
• Provide subject matter expertise for organizational projects involving utilization policy, benefits implementation, or network performance.
• Communicate with senior leadership and cross-department partners on UM outcomes, challenges, and strategic priorities.
• Develop and manage the UM department budget, monitoring expenditures and aligning resource use with program goals.
• Use data analytics and financial reports to assess utilization patterns and support affordability programs.
• Collaborate with Finance and Analytics teams to prepare forecasts, reports, and regulatory submissions related to UM activity.
• Promote a culture of collaboration, accountability, and learning; provide mentorship, coaching, and professional development for UM managers and staff.
• Ensure onboarding, training, and continuing education for all employees, and partner with HR to recruit, retain, and develop top talent.

WHAT YOU WILL BRING :

WHAT WE OFFER : Health Benefits

ABOUT SFHP :

Established in 1997, San Francisco Health Plan (SFHP) is an award‑winning, managed care health plan whose mission is to provide affordable health care coverage to the underserved low and moderate‑income residents in San Francisco County. SFHP is chosen by eight out of every ten San Francisco Medi‑Cal managed care enrollees and its 175,000+ members have access to a full spectrum of medical services including preventive care, specialty care, hospitalization, prescription drugs, and family planning services.

San Francisco Health Plan is a proud equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals and in which our people processes are applied without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristics.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

San Francisco Health Plan is an E‑Verify participating employer.

Hiring priority will be given to candidates residing in the San Francisco Bay Area and California.

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