Manager, Clinical Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Recruit, onboard, and acclimate the patient-facing Clinical Support Specialist team while nurturing a supportive culture that promotes professional development.

• Oversee daily operations to fulfill service level agreements for both patients and clinicians.

• Manage team schedules, including paid time off (PTO), holiday coverage, and unexpected absences.

• Build relationships with clinician leadership to identify and resolve operational challenges and collaborate on strategic initiatives.

• Utilize data to prioritize tasks, meet daily, weekly, and monthly operational key performance indicators (KPIs), and manage fluctuating work volumes.

• Spearhead change-management efforts to enhance clinical support efficiency and patient retention while alleviating clinician workload.

• Facilitate quality assurance and improvement initiatives, ensuring adherence to policies and processes.

• Identify opportunities for improvement in clinical support delivery and suggest necessary changes.

• Work alongside cross-functional teams and provide end-user insights for care delivery solutions.

• Maintain consistent and predictable attendance.

• Perform additional duties as required.

⛳️ Requirements

• A minimum of 2 years of progressive leadership experience in customer success and/or patient care support.

• Experience managing high-volume chat and ticketing systems.

• Capability to adapt, innovate, support team members, and lead effectively in a fast-paced environment.

• Data-driven problem-solving skills to detect trends, handle competing priorities, and meet deadlines.

• Ability to ensure team members meet service levels and take corrective actions as needed.

• Proven track record of achieving or surpassing KPIs while managing improvement initiatives from start to finish: defining, planning, executing, and measuring results.

• Proficiency in context-switching, synthesizing information, and effectively communicating with diverse stakeholders, from frontline staff to senior executives.

• Reliable access to a private work environment equipped with high-speed internet and a professionally appropriate setting for frequent video conferences.

• A workstation setup that supports remote work requirements.

🏝️ Benefits

• 3 weeks of paid time off (PTO) plus 8.5 days of additional sick leave and 10 paid holidays.

• 100% employer-paid medical, dental, and vision insurance.

• Employer-funded short-term disability (STD) and long-term disability (LTD) coverage.

• 401k retirement plan.

• $50 monthly stipend for remote work expenses.