JOB OVERVIEW:

The Manager, Clinical Support leads a regional Clinical Support Specialist team and directly impacts care as the trusted front-line leader in our virtual care model. The Manager, Clinical Support ensures Clinical Support teams have adequate and well-trained staff; they provide consistent coaching, mentoring, and practical support. This position supervises both Clinical Support Specialists and Senior Clinical Support Specialists, ensuring that both patients and colleagues benefit from efficient and effective processes and systems. The Manager, Clinical Support also participates in the execution of National Strategic Initiatives and other projects of strategic importance.

Target Pay: $71,000-$109,000 annually- Compensation to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.

Benefits:

• Discretionary PTO + 8.5 days of additional sick time + 10 paid holidays
• 100% Employer Paid Medical, Dental, and Vision Insurance
• Employer Paid STD & LTD
• 401k
• $50 monthly Remote Work Stipend

RESPONSIBILITIES:

• Hire, onboard, and orient our patient-facing CSS team and foster a supportive and fun culture that Drives Impact and enables professional growth.
• Drive day-to-day operations to deliver on service level agreements for both patients and clinicians..
• Manage all aspects of team scheduling, including PTO, holiday coverage, and unexpected call outs.
• Develop a trusted relationship with clinician leadership to surface and resolve operational issues as well as partner on strategic initiatives
• Leverage data to assign priority work across teams, hit daily/weekly/monthly operational KPIs and help balance variable volumes of work assignments.
• Lead change management implementation of tactical plans that improve clinical support efficiency and patient retention, and reduce clinician burden.
• Facilitate quality assurance / quality improvement initiatives to ensure implementation success and ongoing policy and process adherence.
• Identify areas of opportunity in clinical support delivery and recommend changes to remedy the challenges.
• Collaborate with cross-functional teams by providing end-user feedback to create care delivery solutions.
• Regular and predictable attendance is required.
• All other duties as assigned.

QUALIFICATIONS:

• 2+ years progressive leadership experience delivering customer success and/or patient care support and familiarity managing high volume chat & ticket-based systems.
• Demonstrated capability to adapt, innovate, support team members, and lead in an innovative environment that moves rapidly and change is common.
• Data-driven problem solver who is capable of identifying trends to manage competing priorities and delivering results against agreed-upon deadlines.
• Ability to ensure team members are achieving desired service levels and taking corrective action, as necessary.
• Proactively seeks ways to achieve or exceed KPIs and takes action to own improvement initiatives from end-to-end (define, plan, execute, and measure outcomes).
• Comfort context switching to synthesize information and communicate effectively with diverse stakeholders, from front-line personnel to senior executives.
• Consistent access to a private work environment with high speed internet and professionally appropriate surroundings for frequent video conferencing and a workstation setup conducive to remote work needs.

COMPETENCIES:
Customer Focus: Building strong customer relationships and delivering customer-centric solutions.

• Gains insight into customer needs.
• Identifies opportunities that benefit the customer.
• Builds and delivers solutions that meet customer expectations.
• Establishes and maintains effective customer relationships.

Tech Savvy: Quickly adapts to and masters new technologies, demonstrating agility in navigating digital tools and platforms.

• Anticipates the impact of emerging technologies and makes adjustments.
• Scans the environment for new technical skills, knowledge, or capabilities that can benefit business or personal performance.
• Rejects low-impacts or fad technologies.
• Readily learns and adopts new technologies.

Instills Trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity.

• Follow through on commitments.
• Is seen as direct and truthful.
• Keep confidence.
• Practice what he/ she preaches.
• Shows consistency between words and actions.

Directs Work: Providing direction, delegating, and removing obstacles to get work done.

• Provides clear direction and accountabilities.
• Delegates and distributes assignments and decisions appropriately.
• Monitors progress by maintaining dialogue on work and results.
• Provides appropriate guidance and direction based on people's capabilities.
• Intervenes as needed to remove obstacles.

Develops Talent: Developing people to meet both their career goals and the organization's goals.

• Places a high priority on developing others.
• Develops others through coaching, feedback, exposure, and stretch assignments.
• Aligns employee career development goals with organization objectives.
• Encourages people to accept development moves.

Manages Complexity: Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

• Asks the right questions to accurately analyze situations.
• Acquires data from multiple and diverse sources when solving problems.
• Uncovers root causes difficult problems.
• Evaluates pros and cons, risks and benefits of different solution options.

Financial Acumen: Interpreting and applying understanding of key financial indicators to make better business decisions.

• Understands the meaning and implications of key financial indicators.
• Uses financial analysis to generate, evaluate, and act on strategic options and opportunities.
• Integrates quantitative and qualitative information to draw accurate conclusions.

PHYSICAL REQUIREMENTS:

• Constantly operate a computer and other related peripherals such as a keyboard, mouse, headset etc.
• Must be able to remain in a stationary position a majority of the time working.
• Frequent communication via remote meeting software; softphones or cell phones.
• Predominantly working in the employees home, indoor, office setup.