Clinical Support Team Manager

Unless 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.

The 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.

Lead and manage the Patient Care Advocate team, including scheduling, performance management, and professional development Ensure timely, compassionate, and efficient patient support, including text-based communications, triaging, and referrals Monitor and evaluate team performance through quality assurance reviews, coaching, and feedback Collaborate with clinicians and the clinical operations team to streamline patient workflows and ensure effective communication Identify and implement improvements to enhance the patient experience and advocate for team needs Develop and maintain standard operating procedures (SOPs) for patient interactions, triaging, and escalations Support hiring, onboarding, and training of new PCAs, ensuring competency in telehealth, trauma-informed care, and reproductive justice principles Monitor patient satisfaction and address concerns proactively Ensure compliance with HIPAA and other relevant regulations for patient privacy and care Utilize data and key performance indicators (KPIs) to assess team effectiveness and identify areas for improvement Act as an escalation point for complex patient situations requiring additional support Maintain a culture of empathy, inclusion, and patient advocacy within the team