Manager, Medical Support Services

Description

 The Manager, Medical Support Services provides leadership, oversight, and operational supervision for Athena Care’s medical support teams and clinical support processes. 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. 

Core Job Duties & Responsibilities 

• Oversees all clinical support staff, covering both the Interventional Psychiatry department and support for medication providers, including oversight for all processes, protocols, initiatives, and team members.
• Establishes, maintains, and monitors performance expectations, competencies, policies, and procedures for department.
• Provides strategic oversight of Interventional Psychiatry program and medical support services to include program development and expansion, scheduling/staffing needs, coordination with business development and marketing resources, and management of intake/scheduling/prior authorization processes.
• Oversees and advises medical support staff, or other administrative staff, in responding to potential behavioral health urgent or crisis scenarios, including stepping in to handle situations when necessary. 
• Supports recruiting and staffing needs through interviewing, selecting, and overseeing onboarding/training of new team members.
• Develops, implements, and maintains protocols and guidelines for Interventional Psychiatry and medical support services in conjunction with clinical leadership.
• Ensures high-quality patient observation, engagement, and therapeutic support practices across all services.
• Establishes and maintains quality assurance program to include routine audits, KPIs/metrics, and compliance with all relevant regulatory requirements and clinical best practices.
• Ensures REMS enrollment and payer requirements are met for Spravato program participants.
• Ensures staff appropriately delegate clinical concerns to providers and respond to patient needs in a timely and professional manner.
• Acts as liaison between medication providers and medical support teams to ensure smooth workflows and strong communication.
• Routinely travels to all TN clinics as needed.
• Other duties as assigned.

Requirements

Education/Experience:

• Associate’s degree or higher in nursing required.
• Prior experience in mental health/psychiatry required.
• Prior experience managing clinical or medical support teams preferred.

Licenses/Certifications:

• Current, unrestricted RN license issued by the state of TN required.
• Current CPR/BLS certification required.
• Valid driver’s license, personal auto insurance with state minimum coverage, and ability to pass MVR screening requirements and maintain acceptable driving record.

Knowledge, Skills, & Abilities:

• Knowledge of common psychiatric diagnoses, medications, prescribing best practices, and side effects.
• Ability to assess patients presenting via telephone in an emergent or urgent situation and direct appropriate next steps.
• Ability to deescalate patient interactions where necessary.
• Knowledge of interventional psychiatry treatment modalities and clinical workflows, including programs such as TMS and Spravato, and associated patient monitoring and support practices.
• Knowledge of applicable regulatory, accreditation, and safety requirements, including HIPAA, OSHA, CMS, REMS program requirements, and relevant state and payer guidelines.
• Knowledge of program development, operational planning, and healthcare service line management within an outpatient clinical setting.
• Ability to develop, implement, and maintain clinical protocols, policies, and standard operating procedures in collaboration with clinical leadership.
• Ability to establish and monitor staff competencies, performance expectations, and training programs to ensure consistent, high-quality patient care and regulatory compliance.
• Skill in quality assurance and performance improvement, including conducting audits, monitoring key performance indicators (KPIs), and implementing corrective actions when needed.
• Strong leadership and supervisory skills, including recruiting, onboarding, training, and managing multidisciplinary clinical support staff.
• Ability to coordinate complex operational processes, including scheduling, patient intake, prior authorization workflows, and cross-functional collaboration with providers, operations, and business development teams.
• Strong communication, organizational, and problem-solving skills, with the ability to serve as an effective liaison between providers, clinical support teams, and administrative departments.

Physical Requirements:

• This is an office-type role with primarily sedentary job duties, but some lifting, reaching, pulling, pushing, or carrying objects up to 20lbs may be required.