Manager, Clinical Support

Responsibilities

• Hire, onboard, and orient the patient-facing Clinical Support Specialist team
• Drive day-to-day operations to deliver on service level agreements for patients and clinicians
• Manage team scheduling, including PTO, holiday coverage, and unexpected call outs
• Develop relationships with clinician leadership to resolve operational issues
• Leverage data to assign priority work and hit operational KPIs
• Lead change management for tactical plans to improve efficiency and patient retention
• Facilitate quality assurance and quality improvement initiatives
• Collaborate with cross-functional teams to create care delivery solutions

Requirements

• 2+ years progressive leadership experience in customer success or patient care support
• Experience managing high volume chat and ticket-based systems
• Proven ability to adapt and lead in a rapid, innovative environment
• Data-driven problem-solving skills with ability to manage competing priorities
• Ability to ensure team members achieve desired service levels
• Experience owning improvement initiatives from end-to-end
• Ability to communicate effectively with diverse stakeholders from front-line staff to executives
• Access to a private work environment with high-speed internet for video conferencing

About the Company

Bicycle Health is a telemedicine group that specializes in the evidence-based treatment of individuals with Opioid Use Disorder using buprenorphine. Our mission is to increase access to high quality, affordable, convenient and confidential Opioid Use Disorder treatment for all.