Manager, Clinical Support

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Bicycle Health

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

🏥 Healthcare

⚕️ Healthcare Insurance

📡 Telecommunications

Healthcare • Healthcare Insurance • Telecommunications

Bicycle Health is the #1 telehealth treatment program for Opioid Use Disorder in the U. S. , providing safe, confidential, and cost-effective treatment entirely online. This innovative company allows patients to access experienced healthcare professionals through a secure app, offering Medication Assisted Treatment (MAT) and support services tailored for those struggling with opioid addiction. With a focus on patient care, Bicycle Health has helped over 30,000 patients and is recognized as a TIME100 Most Influential Company for its impact in the addiction treatment space.

📋 Description

• Hire, onboard, and orient the patient-facing Clinical Support Specialist team and foster a supportive culture that enables professional growth • Drive day-to-day operations to deliver on service level agreements for patients and clinicians • Manage team scheduling, including PTO, holiday coverage, and unexpected callouts • Develop relationships with clinician leadership to surface and resolve operational issues and partner on strategic initiatives • Use data to assign priority work, achieve daily/weekly/monthly operational KPIs, and balance variable work volumes • Lead change-management implementation to improve clinical support efficiency and patient retention while reducing clinician burden • Facilitate quality assurance and quality improvement initiatives and ensure policy and process adherence • Identify opportunities in clinical support delivery and recommend corrective changes • Collaborate with cross-functional teams and provide end-user feedback for care-delivery solutions • Maintain regular and predictable attendance • Perform other duties as assigned

🎯 Requirements

• 2+ years of progressive leadership experience delivering customer success and/or patient-care support • Familiarity managing high-volume chat- and ticket-based systems • Ability to adapt, innovate, support team members, and lead in a rapidly changing environment • Data-driven problem-solving ability to identify trends, manage competing priorities, and deliver against deadlines • Ability to ensure team members achieve service levels and take corrective action when necessary • Ability to achieve or exceed KPIs and own improvement initiatives end-to-end: define, plan, execute, and measure outcomes • Ability to context-switch, synthesize information, and communicate effectively with diverse stakeholders from frontline personnel to senior executives • Consistent access to a private work environment with high-speed internet and professionally appropriate surroundings for frequent video conferencing • Workstation setup conducive to remote-work needs

🏖️ Benefits

• 3 weeks PTO + 8.5 days of additional sick time + 10 paid holidays • 100% Employer Paid Medical, Dental, and Vision Insurance • Employer Paid STD & LTD • 401k • $50 monthly Remote Work Stipend