Manager, Clinical Support

Remotedxb; Dubai; On-site; AED 201,000 - 335,000; Full time

Job summary

Bicycle Health is a telemedicine group focused on evidence-based treatment of opioid use disorder using buprenorphine, expanding access to high-quality, confidential care.

The Clinical Support Specialist leadership role oversees patient-facing teams and day-to-day operations to meet service levels for patients and clinicians, requiring at least 2 years of leadership in customer success or patient care and experience with high-volume chat and ticket systems.

Qualifications

• 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.
• Access to a private work environment with high-speed internet for video conferencing.

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

Skills

Leadership

Data-driven

Adaptability

Tools

Chat systems

Job description

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
• 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.