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Clinical Support Operations Manager

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💎 Seniority level: Manager, 3–5 years

🔍 Industry: Health-tech

🏢 Company: PHIL

⏳ Experience: 3–5 years

Requirements:
  • 3–5 years of experience managing pharmacy services, healthcare operations, or contact center teams in regulated environments
  • Experience with clinical support systems or CRM platforms, preferably Zendesk
  • Strong communication and coaching skills; able to synthesize feedback into actionable improvement plans
  • Demonstrated ability to interpret data and apply insights to improve operations, documentation, and team readiness
Responsibilities:
  • Lead clinical support operations to ensure high-quality service delivery, operational readiness, and adherence to regulatory and internal standards
  • Manage and coach frontline agents, conduct QA reviews, and maintain coverage and readiness across all communication channels
  • Reinforce white-glove service expectations across tone, clarity, and professionalism in all external communications
  • Execute SOPs, coaching programs, and QA feedback loops to improve service resolution and documentation quality
  • Apply audit and trend insights to recommend and implement workflow improvements
  • Collaborate cross-functionally to triage escalations and develop mitigation plans
  • Report on team performance and escalate systemic risks or blockers to leadership
  • Support the design and rollout of performance dashboards, SOPs, and training materials
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