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Job Title: Clinical Support Center Manager

Department: Clinical Support Center

Reports to: Director of Clinical Support Center

FLSA Status: Exempt

Location: Covington, LA or Remote (Must reside in LA, TX, OK, or FL)

Position Summary

The Clinical Support Center Manager provides hands-on operational leadership and team oversight within the Clinical Support Center. This role ensures efficient, high-quality service delivery in the processes of evaluation, review, approach and authorization on all tissue-related referrals, inclusive of phone and electronic referrals while supporting LOPA’s mission and values. As a front-line leader, the Manager fosters a culture of accountability, collaboration, and professional growth.

Key Responsibilities

• Strategic Leadership: Contributes to departmental goals and initiatives in alignment with LOPA’s mission and strategic direction. Supports the implementation of new projects, policies, and performance metrics that drive continuous improvement.
• Operational Management: Oversees day-to-day departmental operations to ensure regulatory compliance, efficiency, and service quality. Manages resources, scheduling, and systems that support effective workflows.
• Talent & Culture Development: Leads and mentors staff to promote a high-performing, inclusive team culture. Provides coaching, facilitates training, and partners with HR on staffing and performance development.
• Stakeholder Engagement: Collaborates with peers, leaders, and external partners to support seamless operations and cross-functional alignment. Serves as a point of contact for issue resolution and service coordination.
• Communications Center Oversight: Directs 24/7 daily workflows, referral intake processes, and scheduling logistics for the Clinical Support Center (CSC) and Tissue Family Advocates (TFA). Manages systems, timecards, department documentation, and strict quality compliance, including executing QA tasks in iTransplant and resolving occurrence reports. Partners with the Director to maintain departmental policies and procedures in strict alignment with regulatory, accrediting, and tissue criteria standards. Analyzes referral data and authorization rates to generate performance metrics and activity reports for Senior Leadership.
• Cross-Functional Case Coordination: Serves as the central operational liaison between the Communications Center, Forensic Coordinators, Family Services, and Donation Services teams regarding live case data, logistics, and active investigations. Actively participates in daily huddle calls and weekly case reviews to discuss learning points. Quickly troubleshoots operational challenges, resolves real-time complaints within the center, and supports ongoing efforts to optimize referral volumes, authorization rates, and tissue recovery goals.
• Additional Responsibilities: Handles tactical staffing actions including participating in hiring, onboarding logistics, and conducting scheduled HR performance evaluations and competency reviews. Collaborates with Education to implement training, and develops tactical department goals to support LOPA's strategic plans. Leads bi-monthly CSC meetings, completes all assigned Q-Pulse and Absorb LMS tasks by designated deadlines, attends leadership training, and performs other duties as assigned.

Qualifications & Competencies

• Bachelor’s degree in a related field preferred; equivalent education and/or experience may be considered in lieu of a degree
• Previous experience working in a call center or communications center environment highly desired
• Previous experience leading a hybrid or remote team preferred
• 3+ years of supervisory or leadership experience in a related field
• Experience with staff scheduling for 24/7 operations, especially in healthcare, emergency services, or donor services
• Exposure to regulated environments (e.g., FDA, AATB, CMS, or other healthcare compliance bodies)
• Strong understanding of compliance, safety, and quality standards
• Demonstrated ability to lead people and processes effectively in a fast-paced environment
• Skilled communicator with strong relationship-building and coaching abilities
• Proficient in Microsoft Office, Google Workspace, and organizational systems
• Committed to ethical leadership, service excellence, and inclusive team culture

Work Environment & Expectations

• Full-time, salaried position
• Position is a remote position with a distributed team, based in Central time, and possible travel to the main office for meetings or required training.
• May require after-hours availability.
• Office and clinical environments; occasional exposure to clinical materials
• This position may require the ability to lift, move, or reposition equipment and/or supplies. Tasks may be performed independently or with assistance from team members or appropriate devices. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

ADA & EEO Compliance

LOPA provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA). If you need accommodation for any part of the employment process, please contact Human Resources.

LOPA is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.