Clinical Support Center Manager

Role overview

The Clinical Support Center Manager is responsible for day-to-day operational leadership and team supervision within LOPA’s Clinical Support Center. This role focuses on delivering efficient, high-quality handling of tissue referral evaluations, reviews, outreach, and authorization across phone and electronic channels, while supporting the organization’s mission and values. As a frontline people leader, the manager helps build a workplace rooted in accountability, collaboration, and professional growth.

Key responsibilities

• Help shape departmental objectives and initiatives so they stay aligned with organizational mission and long-term plans.
• Support the rollout of new projects, policies, and performance measures that improve results and operations.
• Oversee daily department activity to maintain compliance, efficiency, and service quality.
• Manage staffing resources, scheduling, and operational systems that keep workflows running smoothly.
• Coach, guide, and develop team members to strengthen performance and foster an inclusive, high-performing culture.
• Partner with HR on staffing needs, performance development, and team capability building.
• Work closely with internal peers, leaders, and outside partners to support coordinated service delivery and resolve issues.
• Lead 24/7 workflow oversight, referral intake, and scheduling coordination for the Clinical Support Center and Tissue Family Advocates.
• Maintain system records, timecards, and department documentation while ensuring strict quality control.
• Perform QA tasks in iTransplant and address occurrence reports as needed.
• Work with the Director to keep policies and procedures aligned with regulatory, accrediting, and tissue-criteria requirements.
• Review referral data and authorization results to prepare performance metrics and activity reports for senior leadership.
• Act as the main operational link among the Communications Center, Forensic Coordinators, Family Services, and Donation Services teams for active cases, logistics, and investigations.
• Participate in daily huddles and weekly case reviews to share lessons learned and improve operations.
• Resolve real-time complaints, troubleshoot workflow issues, and support efforts to improve referral volume, authorization rates, and tissue recovery goals.
• Take part in hiring, onboarding coordination, performance reviews, and competency assessments.
• Collaborate with Education to support training implementation and set tactical goals for the department.
• Lead bi-monthly CSC meetings, complete assigned Q-Pulse and Absorb LMS tasks by deadline, attend leadership training, and handle additional duties as assigned.

Requirements

• Bachelor’s degree in a related area is preferred, though equivalent education and/or experience may be accepted in place of a degree.
• Background in a call center or communications center environment is strongly preferred.
• Prior experience leading a hybrid or remote team is preferred.
• At least 3 years of supervisory or leadership experience in a related role.
• Experience coordinating staff schedules for 24/7 operations, ideally in healthcare, emergency services, or donor services.
• Familiarity with regulated environments such as FDA, AATB, CMS, or similar healthcare compliance frameworks.
• Solid understanding of compliance, safety, and quality expectations.
• Proven ability to lead people and processes effectively in a fast-moving environment.
• Strong communication skills with the ability to build relationships and coach others.
• Comfortable using Microsoft Office, Google Workspace, and organizational software/systems.
• Committed to ethical leadership, service excellence, and an inclusive team culture.
• This is a full-time salaried role based in Central time.
• Remote work is available, but the candidate must live in Louisiana, Texas, Oklahoma, or Florida.
• Travel to the main office may be needed for meetings or required training.
• After-hours availability may be required.
• Work may involve office and clinical settings, with occasional exposure to clinical materials.
• The role may require lifting, moving, or repositioning equipment and/or supplies, with or without assistance or adaptive devices.
• Reasonable accommodations may be provided for qualified individuals with disabilities.
• LOPA is an equal opportunity employer and supports an inclusive workplace.

Work environment and compliance

This position is exempt and may involve independent work, team collaboration, and occasional travel. The organization will provide reasonable accommodation as required under the Americans with Disabilities Act. Candidates needing accommodation during the hiring process can contact Human Resources.

Equal opportunity statement

LOPA values diversity and is committed to maintaining an inclusive environment for all employees.