Clinical Operations Manager (Internal Only)

Position Overview:

As a Clinical Operations Manager, you will be responsible for overseeing and managing the day-to-day operational and clinical needs of your region. You will work closely with the VP of Network Operations and Director of Clinical Integrity to identify operational and clinical opportunities, and implement long-term solutions to meet clinical metrics and utilization goals. You will carry a clinical caseload of approximately 5 clinical hours per week. 

Key Responsibilities:

1. Serve as the primary contact for Therapists in the Network and provide effective leadership and guidance on clinical practice.. This includes establishing and developing professional relationships through monthly/quarterly meetings and biannual reviews.
2. Assist Therapists in meeting utilization and clinical goals through effective management, problem-solving, and coaching.
3. In collaboration with the Chief Network Operations Officer,  implements strategies to improve clinical outcome, Member retention and clinical hour utilization.
4. Coordinate with Director of Clinical Integrity in implementing clinical procedures/programs to ensure clinical quality metrics are maintained.
5. Ensure Therapists' adherence to NOCD operational policies and procedures. 
6. Implement performance management plans as appropriate in coordination with the VP of Network Operations and Regional Clinical Directors.
7. Foster a healthy work culture that aligns with NOCD values and encourages open communication, collaboration, and professional development.
8. Assist therapists in immediate problem-solving as well as the development of long-term solutions.
9. Collaborate with NOCD leadership and various departments to streamline processes and enhance network optimization.
10. Serve as a liaison between the clinical team and senior management, professionally conveying relevant information, concerns, and recommendations.
11. Acts as an ambassador for the Therapist Network to Leadership.

Daily/Weekly Duties:

• Respond to various daily Therapist needs via Email, Slack, and Zoom.
• Monitor your assigned individual therapists' utilization and clinical metrics; assist individual therapists in addressing barriers to meeting expectations. 
• Coordinate monthly and quarterly meetings, as well as biannual reviews.
• Manage Therapists’ schedules, including entering them into EHR, reviewing override requests, flexing schedules to meet Member needs, and approving PTO.
• Join weekly onboarding/training cohorts to communicate/train on operational procedures, including scheduling, cancellations, overrides, PTO, etc.
• Meet with onboarding cohorts for the regional welcoming meeting and assist in the transition into the Network.
• Manage Therapist Retool profiles to optimize scheduling and utilization.
• Coordinate with various teams, including Intake/Service/Scheduling to drive Therapist specific utilization.
• Manage Therapist resignations and change of employment process, including the succession plan.
• Coordinate with RCD regarding Therapist specific clinical concerns. Escalate appropriate concerns to the VP of Net Ops or RCD.
• Assist in addressing after-hours (evenings and weekends) urgent therapist requests and operational emergencies.
• Attend various weekly meetings with NOCD leadership
• Participate in EOM push, including move-ups, schedule optimization, therapist promotions, and all-hands-on-deck activities.