The Clinical Services Manager is responsible for leading the Clinical Services Team, ensuring clinical, accuracy, and quality standards are met. This role collaborates closely with the operations specialist and team leaders to optimize team performance and processes. The manager oversees hiring, coaching, performance assessments, and setting goals, while supporting the Director of Clinical Services with client relations, invoicing, and onboarding new employees. Additionally, the manager ensures that department policies and procedures are implemented effectively in daily operations, fostering a positive work environment.
Key Responsibilities:
- Lead, manage, and direct the activities of the Clinical Services Team, ensuring high-quality customer service and meeting performance goals.
- Provide clinical expertise for business development and new product considerations.
- Implement departmental changes, monitor KPIs, and adjust workloads and staffing as needed.
- Resolve escalated patient inquiries and ensure a positive work climate within the department.
- Maintain clear communication between operational departments and ensure timely delivery of projects and reports.
- Oversee training for new hires, ensuring they meet production standards within established timelines.
- Provide regular coaching, feedback, and performance monitoring to the team, identifying and addressing gaps.
- Develop training materials and support compliance with URAC Specialty Pharmacy standards.
- Collaborate with other departments, participate in cross-functional meetings, and contribute to company initiatives such as IT updates, audits, and process improvements.
Requirements:
- Active, unrestricted clinical license.
- Proven experience in leadership within a clinical or healthcare environment.
- Strong communication, coaching, and organizational skills.
- Ability to manage multiple tasks and meet deadlines effectively.
- Experience resolving escalated patient concerns and maintaining customer satisfaction.
- Familiarity with URAC Specialty Pharmacy standards is a plus.
