Clinical Support Operations Manager in Irving, Texas at Call On Doc

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.

• 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.

• Onboarding & Training:Coordinate the hiring and specialized training of new personnel for all patient-facing departments to ensure immediate clinical and operational readiness.

• Reviews: Closely monitor TLs and staff; provide frequent (quarterly) constructive feedback and lead comprehensive annual performance reviews.

• Culture of Accountability: Implement a "Positive Reinforcement" model—utilizing supportive correction and strategic resource allocation to resolve errors rather than simply flagging them.

• Communication: Monitor customer service quality and the patient experience. Oversee internal team communication (Slack/Huddle etiquette) to maintain professional and empathetic standards.

• Performance Metrics: Monitor and generate weekly reports on key KPIs for each team’s performance and other internal operational data.

• 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.

• Quality Control: Audit refund requests, patient reviews, and escalations to identify operational trends and implement necessary corrective actions.

3. Workflow Improvement & Planning

• 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.

• 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.

• 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.

• Partner Coordination: Maintain and grow operational relationships with third-party partners to ensure seamless service delivery.

• Education: Bachelor’s or Master’s Degree in Healthcare Management, Health Administration, or another relevant healthcare and leadership field.

• Experience: 3+ years in Operations Management or other relevant leadership position, preferably in a high-growth Telehealth or clinical environment.

• HIPAA: Deep, demonstrable understanding of patient privacy, HIPAA rules, and the legal nuances of medical record handling.

• Systems efficiency: Proficient in using data (Excel/CSV audits) and other relevant software for tracking, documentation and records maintenance

• 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