Anywhere Clinic is a fast-growing, multi-state telepsychiatry practice dedicated to providing compassionate, evidence-based mental health care. We combine clinical excellence with modern technology and human-centered support. As we scale nationwide, we are restructuring our support ecosystem to ensure patients receive timely, accurate, and empathetic care at every interaction. We are looking for a Clinical Support Operations Manager (CSOM) who can build, lead, and optimize the frontline support system that connects patients, providers, software and our internal clinical team. This is not a call center supervisor role. This is a true operations leadership role for someone who can own systems, build workflows, manage humans, and create order in a fast-moving telehealth environment.
About Anywhere Clinic
At Anywhere Clinic, we have a team of Psychiatrists, Physician Assistants, Psychologists, Therapists, and other specialists to help patients achieve their mental health goals. Our goal is to approach care in a holistic manner, only resorting to medications when necessary. We offer competitive compensation and allow for much collaboration between our clinical team members. We look forward to meeting you!
Description
Role Overview
The Clinical Support Operations Manager is responsible for managing the frontline support team and ensuring patients receive timely, accurate, and empathetic assistance. This role oversees communication standards, builds efficient workflows, handles escalated cases, and ensures that support operations align with the clinic’s priority: Patient First Care.
You will serve as the operational anchor for support staff, ensuring they are properly trained, supported, and equipped to handle patient needs while maintaining consistency, accuracy, and professionalism.
Key Responsibilities
Team Leadership & Performance
- Lead, mentor, and manage the support team (calls, messaging, ticketing).
- Handle Escalated Cases brought to you by your team.
- Provide ongoing qualitative feedback, coaching, and performance metrics.
- Ensure consistent use of approved communication standards and scripts.
- Conduct regular check-ins, performance audits, and quality assurance reviews.
Patient Communication & Care Coordination
- Oversee all inbound/outbound patient messaging, ensuring accuracy, timeliness, and empathy.
- De-escalate challenging patient situations and coach the team on best practices.
- Serve as the liaison for complex patient issues requiring clinical or operational escalation.
- Ensure support interactions reflect our core value: Patient First.
Operational Systems & Workflow Optimization
- Build and refine support workflows, SOPs, and internal processes.
- Coordinate communication and task routing between support and clinical staff.
- Implement efficiencies in ticketing systems, call workflows, and response-time protocols.
- Monitor volume trends and proactively recommend staffing or workflow adjustments.
Compliance, Quality, and Data Tracking
- Ensure all support operations follow federal, state, and internal compliance guidelines.
- Manage detailed data tracking for support KPIs—response times, resolution rates, quality scores.
- Provide weekly and monthly reporting to leadership.
- Maintain documentation accuracy and ensure compliance-first decision-making.
Required Skills & Capabilities
- Strong Communication Skills: Able to model high-standard patient messaging, teach best practices, and resolve difficult or emotional cases calmly and professionally.
- High Technical Ability: Comfortable with EHR systems, ticketing platforms, dashboards, and data tracking. Able to troubleshoot issues and support team members with technical tools.
- Strong Management Skills: Experienced in leading support or operations teams, providing coaching, and holding staff accountable to performance and communication standards.
- Critical Thinking & Problem Solving: Able to quickly identify issues, implement solutions, and make decisions rooted in compliance, patient safety, and organizational priorities.
Preferred Experience
- 2–4+ years in support management, clinical operations, call center leadership, or telehealth support.
- Experience in mental health, medical administration, or healthcare operations.
- Familiarity with telehealth compliance and multi-state practice structures.
- Experience working cross-functionally with billing, credentialing, and clinical teams.
Why Join Anywhere Clinic
- Fully remote position with a flexible, supportive culture.
- Opportunity to build and shape a high-functioning support division during a key growth stage.
- Meaningful impact on patient experience and clinical efficiency.
- Work with a mission-driven team focused on elevating mental health care nationwide.
Salary
$35 - $40 per hour