Clinical Support Manager

Summary

Join Hey Jane, a leading provider of virtual reproductive and sexual health care, as a Clinical Support Team Manager. You will oversee the Patient Care Advocate team, ensuring high-quality, compassionate, and efficient support for patients. This role involves team management, training, quality assurance, workflow optimization, and overall team performance. The ideal candidate will have experience in reproductive healthcare, leadership, and telehealth operations, with a strong commitment to patient-centered, trauma-informed care.

Requirements

• 3+ years of experience in healthcare leadership, team management, or care coordination
• Strong leadership and interpersonal skills, with experience managing remote teams
• Commitment to reproductive justice, racial equity, and trauma-informed care
• Excellent verbal and written communication skills, with an emphasis on patient-centered communication
• High proficiency in technology, including web-based applications and telehealth platforms
• Strong problem-solving, time-management, and decision-making skills
• The ability to work in a fast-paced, evolving environment with a high level of adaptability
• Experience in quality assurance, training, and workflow optimization

Responsibilities

• Lead and manage the Patient Care Advocate team, including scheduling, performance management, and professional development
• Ensure timely, compassionate, and efficient patient support, including text-based communications, triaging, and referrals
• Monitor and evaluate team performance through quality assurance reviews, coaching, and feedback
• Collaborate with clinicians and the clinical operations team to streamline patient workflows and ensure effective communication
• Identify and implement improvements to enhance the patient experience and advocate for team needs
• Develop and maintain standard operating procedures (SOPs) for patient interactions, triaging, and escalations
• Support hiring, onboarding, and training of new PCAs, ensuring competency in telehealth, trauma-informed care, and reproductive justice principles
• Monitor patient satisfaction and address concerns proactively
• Ensure compliance with HIPAA and other relevant regulations for patient privacy and care
• Utilize data and key performance indicators (KPIs) to assess team effectiveness and identify areas for improvement
• Act as an escalation point for complex patient situations requiring additional support
• Maintain a culture of empathy, inclusion, and patient advocacy within the team

Preferred Qualifications

• Bilingual proficiency in Spanish and English
• Experience in reproductive health, abortion care, or patient advocacy
• Experience in telehealth operations or managing a virtual care team
• Background in customer service or patient experience improvement in healthcare
• Experience with telephone triage and crisis intervention
• Familiarity with insurance navigation for reproductive health services
• Prior experience working in a startup or high-growth healthcare environment

Benefits

• Fully remote work environment
• Health, dental, and vision insurance
• Generous PTO and parental leave
• Equity in a fast-growing, mission-driven company
• 401(k) retirement plan
• Annual professional development stipend
• Mission-aligned, supportive team culture