Supervisor, Medical Support Services

Description

At Athena Care, our mission is to improve access to quality mental health care so that people can live happier, healthier, more productive lives. Our vision is to create the leading mental health services platform in Tennessee and neighboring states.

Services include diagnostic assessment, medical management, psychotherapy, and TMS and Spravato treatments along with Intensive Outpatient Services for adolescents and adults. Founded in 2001, Athena Care is “in-network” with most major insurance plans.

Athena Care is currently seeking a Supervisor of Medical Support Services for our Nashville and surrounding clinics with a schedule of Monday - Friday, 8am - 5pm.

The Supervisor, Medical Support Services, provides leadership, oversight, and operational supervision for Athena Care’s medical support teams, with primary responsibility for Medical Technicians (in-clinic) and Medical Technician Phone Line / Float staff workflows. This role ensures high-quality clinical support for medication providers and interventional psychiatry programs (Spravato, IM Ketamine, TMS), while maintaining strong compliance with training standards, clinical documentation requirements, patient safety protocols, and regulatory requirements. The Supervisor should be comfortable responding to clinical inquiries from the medical technicians when they need guidance but may not need the provider. 

The Supervisor, Medical Support Services, serves as a key liaison to medication providers and clinical operations leadership, ensuring Medical Technicians deliver consistent, compliant, and patient-centered care across all assigned locations and phone-based support functions. 

Requirements

Core Job Duties & Responsibilities 

1. Team Leadership & Staff Supervision 

• Serve as the primary supervisor for Medical Technicians and Phone Line/Float Medical Technician staff. 
• Provide coaching, guidance, and performance feedback through ongoing mentorship and routine check-ins. 
• Manage accountability, attendance, and performance improvement plans as needed. 
• Support recruiting needs through interviewing, selection input, onboarding, and new hire training.  
• Provide retraining or corrective action when gaps in performance or compliance are identified. 

2. Clinical Operations Oversight (Spravato / IM Ketamine / TMS) 

• Ensure Medical Technicians follow provider-established protocols and guidelines for interventional psychiatry services. 
• Ensure high-quality patient observation, patient engagement, and therapeutic support practices are maintained across all services. 
• Oversee controlled substance workflows and ensure ordering, inventory, and storage are completed in compliance with DEA/FDA requirements. 
• Coordinate logistics and ensure readiness for daily treatment schedules at all sites. 
• May require some hands-on direct patient care for IV Ketamine with the oversight and support of our medical team.  

3. Phone Line / Float Operations Supervision 

• Oversee phone line clinical support workflows including patient calls, texts, voicemails, messages, and faxes.  
• Ensure staff appropriately delegate clinical concerns to providers and respond to patient needs in a timely and professional manner. 
• Ensure workflows for pharmacy communications, appointment support, and patient triage are consistently followed.  
• Manage float scheduling and clinic coverage across Middle Tennessee sites to ensure operational continuity and patient care needs are met.  

4. Training & Ongoing Education 

• Ensure continuing education and competency validation occurs regularly to maintain clinical excellence and compliance. 
• Maintain accurate training documentation and ensure all staff meet required competencies. 
• Ensure staff have proper support for EMR documentation standards and workflows. 

5. Compliance, Audits & Quality Assurance 

• Conduct routine audits for interventional psychiatry programs and phone line operations to ensure compliance and quality. 
• Monitor documentation compliance in EMR and ensure staff documentation meets standards. 
• Ensure compliance with regulatory requirements including OSHA, CLIA, HIPAA, CMS, and applicable state oversight requirements. 
• Identify and resolve issues impacting patient experience and provider support, escalating as needed.  

6. Performance Metrics & Monitoring 

• Monitor and manage phone line team performance expectations using established metrics. 
• Ensure phone line teams are meeting targets related to: 
• Call and text acceptance rates 
• Availability standards 
• Average handle time expectations 
• Schedule adherence 
• Prior authorization completion targets 
• Provide monthly performance reviews, coaching, and support plans to drive improvement.  

7. Inventory, Supplies & Facility Readiness 

• Manage inventory and ordering for onsite labs and interventional psychiatry programs including TMS and Spravato supplies. 
• Ensure supplies are stored safely and appropriately, and that clinics remain fully stocked for daily operations. 
• Monitor and ensure accuracy of clinical logs (e.g., refrigerator logs, controlled substance tracking, treatment logs). 

8. Provider Support & Patient Access 

• Act as liaison between medication providers and medical support teams to ensure smooth workflows and strong communication.  
• Support appointment scheduling when needed and ensure adequate coverage at all sites. 
• Ensure REMS enrollment and payer requirements are met for Spravato program participants.  

Job Requirements & Qualifications 

Education / Experience 

• Associate’s degree or higher in related field preferred.  
• Prior experience in mental health or interventional psychiatry environment preferred (TMS and/or Spravato).  
• Prior experience managing clinical or medical support teams preferred. 

Licenses / Certifications 

• Current, unrestricted LPN or RN license issued by the state of TN required.  
• Current CPR/BLS certification required (may be obtained prior to start date).  
• Valid driver’s license and ability to pass MVR screening requirements.  

Knowledge, Skills & Abilities 

• Strong understanding of psychiatric disorders and interventional psychiatry treatment protocols  
• Knowledge of regulations and compliance standards (OSHA, CLIA, HIPAA, CMS, etc.) 
• Ability to complete manual vitals and perform blood draws 
• Ability to train others effectively and coach performance improvement 
• Strong organization, problem-solving, communication, and professional judgment 

Physical Requirements 

• Office-type role with limited reaching, pulling, pushing, or carrying.