Clinical Support Team Manager

About Hey JaneUnless 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 RoleThe 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 coordinationStrong leadership and interpersonal skills, with experience managing remote teamsCommitment to reproductive justice, racial equity, and trauma-informed careExcellent verbal and written communication skills, with an emphasis on patient-centered communicationHigh proficiency in technology, including web-based applications and telehealth platformsStrong problem-solving, time-management, and decision-making skillsThe ability to work in a fast-paced, evolving environment with a high level of adaptabilityExperience in quality assurance, training, and workflow optimizationIt'd be a bonus if you also have...Bilingual proficiency in Spanish and EnglishExperience in reproductive health, abortion care, or patient advocacyExperience in telehealth operations or managing a virtual care teamBackground in customer service or patient experience improvement in healthcareExperience with telephone triage and crisis interventionFamiliarity with insurance navigation for reproductive health servicesPrior experience working in a startup or high-growth healthcare environmentIn this role, you will...Lead and manage the Patient Care Advocate team, including scheduling, performance management, and professional developmentEnsure timely, compassionate, and efficient patient support, including text-based communications, triaging, and referralsMonitor and evaluate team performance through quality assurance reviews, coaching, and feedbackCollaborate with clinicians and the clinical operations team to streamline patient workflows and ensure effective communicationIdentify and implement improvements to enhance the patient experience and advocate for team needsDevelop and maintain standard operating procedures (SOPs) for patient interactions, triaging, and escalationsSupport hiring, onboarding, and training of new PCAs, ensuring competency in telehealth, trauma-informed care, and reproductive justice principlesMonitor patient satisfaction and address concerns proactivelyEnsure compliance with HIPAA and other relevant regulations for patient privacy and careUtilize data and key performance indicators (KPIs) to assess team effectiveness and identify areas for improvementAct as an escalation point for complex patient situations requiring additional supportMaintain a culture of empathy, inclusion, and patient advocacy within the teamAt 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.

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