TextCare Specialist Manager

Schedule and Structure

• Full-time, salaried role

• 7-hour in-office workday, Monday through Friday

• Primarily in-office/in-clinic role

• Will include occasional after-hours meetings with night and weekend TextCare Specialists to maintain visibility, accountability, training, and consistency across shifts

Purpose of Role
This role provides consistent leadership and accountability for the TextCare Specialist team. The person in this position will be responsible for setting clear expectations, delivering feedback, recognizing strong performance, and addressing issues early. The goal is to strengthen support for Specialists across all shifts while ensuring training and standards remain consistent.

Core Responsibilities

• Serve as the day-to-day leader and point of contact for all non-lead TextCare Specialists across clinics and virtual care.

• Conduct regular check-ins to provide feedback, coaching, and recognition.

• Deliver performance reviews and lead performance improvement processes when needed.

• Serve as the primary SME trainer for new TextCare Specialists:

• Conduct onboarding shadow sessions and training for new hires.

• Provide consistent instruction on workflows, communication standards, and documentation practices.

• Maintain and update standardized training materials.

• Ensure onboarding is consistent and all new hires receive aligned information.

• Support ongoing development for existing Specialists.

• Build relationships across shifts and sites to foster communication and consistency.

• Attend after-hours team meetings as needed to stay connected with off-hours teams.

• Step in clinically as needed to support patient flow or provide coverage.

Proposed Responsibilities:

• Team Management

• Serve as the day-to-day leader and point of contact for all virtual TextCare Specialists.

• Conduct regular check-ins to provide feedback, coaching, and recognition.

• Co-deliver performance reviews and co-lead performance improvement processes when needed, working closely with Operations and HR to address performance concerns.

• Build relationships across shifts and sites to foster communication and consistency.

• Attend after-hours team meetings as needed to stay connected with off-hours teams.

• Training and Development

• Serve as the primary SME trainer for new TextCare Specialists, including AW hires:

• Conduct onboarding shadow sessions and training for new hires.

• Provide consistent instruction on workflows, communication standards, and documentation practices.

• Provide suggestions to update standardized training materials.

• Ensure onboarding is consistent and all new hires receive aligned information.

• Support ongoing development for existing Specialists

• Partner with Training Specialist to execute onboarding and ongoing trainings

• General Operations

• Serve as a liaison between TextCare Specialists and Operations leadership, escalating issues and gaps when appropriate.

• Work with Talent Acquisition Coordinator on sourcing and evaluating new candidates for MA roles

• Partner with Operations to roll out new workflows and guidance, ensuring clear communication and compliance.

• Step in to the “inbox” as needed to support patient flow or provide coverage

Reporting and Structure

• Reports to: Virtual Operations Team (Gracie)

• Direct reports: All non-lead TextCare Specialists

• Collaborates closely with HR

Expectations

• Maintain an active presence in Virtual Operations and with TextCare Specialists.

• Be accessible and responsive to both day and after-hours teams.

• Ensure timely and clear communication of feedback, policy updates, and expectations.

• Partner with Ops (and Training specialist) to identify workflow improvements and resource needs.

Success Measures

• TextCare Specialists receive consistent training and direction.

• Improved team engagement and retention.

• Clear, early feedback reduces performance escalations

• Onboarding process becomes standardized, efficient, and consistent across shifts