Responsibilities

The Manager, Clinical Support Operations will lead and scale day-to-day clinical support operations, ensuring white-glove service across all inbound channels—voice, email, and web—related to prescription access, benefit verification, documentation issues, and prior authorization coordination. This role will manage and coach frontline agents, conduct QA reviews, maintain coverage and readiness across all communication channels, reinforce white-glove service expectations, execute SOPs, coaching programs, and QA feedback loops to improve service resolution and documentation quality, apply audit and trend insights to recommend and implement workflow improvements, collaborate cross-functionally to triage escalations and develop mitigation plans, and report on team performance and escalate systemic risks or blockers to leadership. The role will also support the design and rollout of performance dashboards, SOPs, and training materials.