Job Description
Job DescriptionClinical Support Operations Manager (Team Support & Planning)Role Purpose
The Clinical Operations Manager will serve as the primary support system for our frontline clinical teams. You will be responsible to assist with smooth operations of Call-On-Doc with our Clinic Director—ensuring our staff is well-managed, our workflows are frictionless, and our teams are prepared to handle daily workload and high-volume surges.
Key Responsibilities1. Staff Management & Development
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Team Support: Act as the first point of contact for Team Leads (TLs) of patient-facing teams. Assist with workflow maintenance, KPI achievement, shift changes, personnel issues, and daily operational roadblocks.
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Onboarding & Training:Coordinate the hiring and specialized training of new personnel for all patient-facing departments to ensure immediate clinical and operational readiness.
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Reviews: Closely monitor TLs and staff; provide frequent (quarterly) constructive feedback and lead comprehensive annual performance reviews.
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Culture of Accountability: Implement a "Positive Reinforcement" model—utilizing supportive correction and strategic resource allocation to resolve errors rather than simply flagging them.
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Communication: Monitor customer service quality and the patient experience. Oversee internal team communication (Slack/Huddle etiquette) to maintain professional and empathetic standards.
2. Operational Tracking & Auditing
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Performance Metrics: Monitor and generate weekly reports on key KPIs for each team’s performance and other internal operational data.
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Timely Audits: Conduct weekly and monthly audits of internal trackers including overtime and others ensure PII (Personally Identifiable Information) is protected and that all document access remains "Restricted" per strict HIPAA protocols.
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Quality Control: Audit refund requests, patient reviews, and escalations to identify operational trends and implement necessary corrective actions.
3. Workflow Improvement & Planning
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New Development Implementation: Assist the Clinic Director in planning and executing strategies for new program launches with minimal friction and close oversight of emerging issues.
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Friction Removal: Proactively identify bottlenecks in clinical workflows. Work directly with the IT department to create, prioritize, and manage developer tickets that solve clinical frustrations and improve system efficiency.
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Capacity Planning: Analyze historical volume trends to forecast staffing needs months in advance to ensure team-wide preparedness during peak cycles and prevents staff burnout.
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Partner Coordination: Maintain and grow operational relationships with third-party partners to ensure seamless service delivery.
Requirements
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Education: Bachelor’s or Master’s Degree in Healthcare Management, Health Administration, or another relevant healthcare and leadership field.
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Experience: 3+ years in Operations Management or other relevant leadership position, preferably in a high-growth Telehealth or clinical environment.
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HIPAA: Deep, demonstrable understanding of patient privacy, HIPAA rules, and the legal nuances of medical record handling.
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Systems efficiency: Proficient in using data (Excel/CSV audits) and other relevant software for tracking, documentation and records maintenance
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Soft Skills: Ability to have difficult conversations with a focus on support and growth.
Planning: Experience with resource allocation and project management (managing dev tickets and clinical timelines).
Benefits:
- 401(k)
- Health insurance
- Parental Leave
- Paid time off