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