We are seeking a Clinical Operations Supervisor with a background in Psychology, Nursing or Pharmacy. This is a dual-focus role: you will manage your own patient coordination tasks while serving as a supervisor for our remote clinical team. You will be responsible for maintaining high clinical standards, fostering a supportive team environment, and ensuring seamless operations in the clinical department.
Responsibilities:
- Act as the first point of contact for the clinical team, providing guidance on complex cases and daily workflows.
- Act as a compassionate resource, providing emotional reassurance and helping patients navigate the telepsychiatry process.
- Keep accurate records of patient care and doctors' schedules. Check in on patients regularly and evaluate and document their progress.
- Notify patients of any changes in their appointment schedules, ensuring they are well informed and supported throughout the process.
- Collaborate with patients and providers to develop personalized treatment plans aligned with patient goals.
- Help with recruitment and train new hires on our telepsychiatry platforms, clinic policies, and patient communication standards.
- Facilitate communication between clinical staff, billing, and patient acquisition to ensure a cohesive patient journey.
- Ensure all patient records, billing preparation, and doctor schedules are accurate and HIPAA compliant.
- Identify service gaps and provide actionable feedback to the management team to improve patient care.
- Maintain comprehensive knowledge of our clinic's services, policies, and procedures to address patient inquiries effectively.
Qualifications:
- Bachelor's or Master’s degree or professional license in Nursing, Pharmacy, or Psychology.
- 5+ years in a patient-facing clinical role; at least 2 years in a Supervisor or Lead position (history of internal promotion is highly preferred).
- C1/C2 English proficiency. You must be able to communicate with US/Canada-based patients with high empathy and clarity.
- Proven experience working with North American patients. Experience working in the Middle East (UAE, Saudi Arabia, Qatar, etc.) is a significant advantage.
- Expert knowledge of telehealth platforms and remote team management tools (Slack, Zoom, CRM/EHR systems).
- Knowledge of mental health conditions, treatment modalities, and community resources is highly desirable.
- Ability to work independently, take initiative, and collaborate effectively within a multidisciplinary team.
- Willing to work from 9 AM to 6 PM EST, either Monday to Friday or Sunday or Thursday as per the requirement.
- Maintaining confidentiality and adhering to ethical standards is paramount in this role.
