Manager, Clinical Support
New
B
Bicycle HealthTelemedicine
RemoteFull-TimeManager
Salary$71,000-$109,000 annually
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Job Details
- Experience
- 2+ years progressive leadership experience
- Required Skills
- Data AnalysisQuality AssuranceTeam managementChange ManagementCustomer Success
Requirements
- 2+ years progressive leadership experience delivering customer success and/or patient care support.
- Familiarity managing high volume chat & ticket-based systems.
- Demonstrated capability to adapt, innovate, support team members, and lead in an innovative environment.
- Data-driven problem solver capable of identifying trends and managing competing priorities.
- Ability to ensure team members are achieving desired service levels and taking corrective action.
- Proactively seeks ways to achieve or exceed KPIs and owns improvement initiatives end-to-end.
- Comfort context switching to synthesize information and communicate effectively with diverse stakeholders.
- Consistent access to a private work environment with high speed internet.
- Professional surroundings for frequent video conferencing.
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.
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