What are the responsibilities and job description for the Clinical Operations Manager (Internal Only) position at NOCD Inc.?
About The Role
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 Chief Network Operating Office 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:
- 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.
- Assist Therapists in meeting utilization and clinical goals through effective management, problem-solving, and coaching.
- Coordinate with the Chief Network Operating Officer in implementing various programs to streamline network efficiency and drive therapist utilization.
- Coordinate with the Chief Clinical Officer in implementing clinical procedures/programs to ensure clinical quality metrics are maintained.
- Ensure Therapists' adherence to NOCD operational policies and procedures.
- Implement performance management plans as appropriate in coordination with the Chief Network Operating Officer and People Operations
- Foster a healthy work culture that aligns with NOCD values and encourages open communication, collaboration, and professional development.
- Assist therapists in immediate problem-solving as well as the development of long-term solutions.
- Collaborate with NOCD leadership and various departments to streamline processes and enhance network optimization.
- Serve as a liaison between the clinical team and senior management, professionally conveying relevant information, concerns, and recommendations.
- 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, weekends and holidays) 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.
What We Offer
- Competitive compensation
- Comprehensive benefits package, including medical, dental, vision coverage, and 401(k)
- PTO based on an accrual system
- Casual and engaging startup environment with an outstanding mission-driven team atmosphere
- Specialized ERP training with experienced OCD providers
- Work remotely from the comfort of your own home or office
- Centralized scheduling
- Access to NOCD Professional Development Trainings and ongoing consultation with other team members
- One-on-one mentorship to discuss complex cases
NOCD provides 12 weeks of fully paid parental leave for the primary caregiver, and 6 weeks of fully paid leave for the secondary caregiver, for qualifying full-time employees.
