Clinical Support Team Manager

Hey Jane; New York (NY); Remote; USD 70,000 - 90,000; Full time

Job summary

An established industry player is looking for a Clinical Support Team Manager to lead a dedicated team of Patient Care Advocates. This role is pivotal in ensuring high-quality, compassionate support for patients seeking reproductive health services. The ideal candidate will possess strong leadership skills, a commitment to trauma-informed care, and the ability to manage remote teams effectively. This innovative firm offers a fully remote work environment and a competitive benefits package, including health insurance, generous PTO, and equity in a mission-driven company. Join a supportive team culture focused on equitable healthcare and making a real difference in the lives of patients.

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

Qualifications

• 3+ years of experience in healthcare leadership or team management.
• Strong commitment to reproductive justice and trauma-informed care.

Responsibilities

• Lead the Patient Care Advocate team, ensuring efficient patient support.
• Monitor team performance and implement improvements for patient experience.

Skills

Healthcare leadership

Team management

Patient-centered communication

Problem-solving

Time-management

Interpersonal skills

Adaptability

Tools

Telehealth platforms

Web-based applications

Job description

About Hey Jane

Unless otherwise noted, all positions are fully remote with work permitted from the following states:CA, CO, CT, DC, DE, HI, IL, MA, MD, NJ, NM, NY, OR, VT, and WA.

We are living through a pivotal moment for reproductive and sexual health—and Hey Jane is uniquely positioned to help.

From day one, we've been committed to providing safe, discreet medication abortion treatment and have helped more than 80,000 people get the care they need. Today, we offer a range of reproductive and sexual health care services from the comfort and convenience of your phone.Our in-house clinical care team, composed of board certified doctors, advanced practice clinicians, nurses, and patient care advocates, is just a text message away. We’re committed to helping our patients get safe, discreet, judgment-free virtual health care, from a team that truly cares.

About the Role

The Clinical Support Team Manager will oversee the Patient Care Advocate (PCA) team, ensuring high-quality, compassionate, and efficient support for our patients. This role is responsible for 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.

You have...

• 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

It'd be a bonus if you also have...

• 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

In this role, you will...

• 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

$70,000 - $90,000 a year

Hey Jane offers a competitive benefits package, including:

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

At Hey Jane, we work towards the vision of having equitable healthcare, changing the status quo, and rebuilding the way people experience healthcare—and we bring that same vision to our workplace. We’re an equal opportunity employer committed to building an inclusive environment, and encourage all applicants from every background and life experience.