Offer summary

Qualifications:

3+ years of experience in healthcare leadership or care coordination, Strong leadership and interpersonal skills for managing remote teams, Excellent verbal and written communication skills with a focus on patient-centered care, High proficiency in technology, including telehealth platforms and web-based applications..

Key responsabilities:

Lead and manage the Patient Care Advocate team, focusing on performance management and professional development

Ensure timely and compassionate patient support through text-based communications and referrals

Monitor team performance through quality assurance reviews and provide coaching

Collaborate with clinical teams to streamline workflows and enhance patient experience.

Job description

About Hey Jane

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.

About the Role

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.

You have...

3+ years of experience in healthcare leadership, team management, or care coordination

Strong leadership and interpersonal skills, with experience managing remote teams

Commitment to reproductive justice, racial equity, and trauma-informed care

Excellent verbal and written communication skills, with an emphasis on patient-centered communication

High proficiency in technology, including web-based applications and telehealth platforms

Strong problem-solving, time-management, and decision-making skills

The ability to work in a fast-paced, evolving environment with a high level of adaptability

Experience in quality assurance, training, and workflow optimization

It'd be a bonus if you also have...

Bilingual proficiency in Spanish and English

Experience in reproductive health, abortion care, or patient advocacy

Experience in telehealth operations or managing a virtual care team

Background in customer service or patient experience improvement in healthcare

Experience with telephone triage and crisis intervention

Familiarity with insurance navigation for reproductive health services

Prior experience working in a startup or high-growth healthcare environment

In this role, you will...

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

At 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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