Clinical Services and Operations Manager

Clinical Services and Operations Manager

📍 Location:  Remote

🎓License Requirements:  PhD, PsyD, MD, LCSW, LPC, LMFT

💰 Compensation: $85,000/year

⏰ Schedule: Full-Time  

Who We Are: Backpack Healthcare

We all walk around with an invisible backpack. It carries our emotional experiences, traumas, and unresolved feelings. Similar to a physical backpack, it can become heavy and burdensome when filled with too many items - We created Backpack Healthcare to help lighten the load.

At Backpack Healthcare, we’re reimagining mental health care for children, teens, and young adults. As a clinician-led, minority-owned company, our mission is simple: when clinicians thrive, kids thrive. 

At Backpack Healthcare, we’re not just offering a job—we’re offering purpose, flexibility, and the chance to change lives every day. If you’re ready to be part of a collaborative, empowering, and innovative mental health movement, join our team and make a real impact by breaking barriers and healing young minds. 

Position Summary:

The Manager of Clinical Services and Operations provides day-to-day operational leadership, ensuring that Backpack Health’s clinical teams deliver high-quality, compliant, and efficient care. This role bridges clinical excellence with operational performance, aligning people, processes, and technology to support organizational growth. The Manager will collaborate closely with the Head of Clinical Programs & Operations to oversee program implementation, supervise clinical workflows, monitor KPIs, and drive continuous improvement initiatives across the clinical service lines.

Essential Job Functions:

• Oversee day-to-day operations for all clinical programs, ensuring alignment with Backpack’s strategic goals, compliance standards, and performance expectations.
• Monitor and manage key performance indicators (KPIs) such as documentation timeliness, show rates, completion rates, and family therapy utilization.
• Support program leaders and supervisors in managing caseload distribution, scheduling efficiency, and adherence to clinical standards.
• Partner with HR and leadership to ensure appropriate staffing levels, onboarding, supervision, and professional development for clinicians.
• Implement systems and workflows that optimize service delivery, streamline communication, and improve documentation compliance.
• Collaborate with Quality Assurance and Compliance teams to address audit findings, corrective action plans, and policy updates.
• Drive initiatives that promote staff engagement, retention, and clinical excellence through data-informed decision making.
• Facilitate interdepartmental communication to ensure alignment between Clinical Operations, Care Coordination, and Programs.
• Contribute to budget management, resource allocation, and contract performance monitoring.
• Provide leadership coverage in the absence of the Head of Clinical Programs & Operations or other key leadership members.
• Maintain 5 hours/week of clinical availability for new intakes and/or clinical coverage.
• Rotating on-call availability for clinical emergencies.

KPIs & Expectations:

The Manager of Clinical Services and Operations will be responsible for monitoring and driving towards the following KPIs

• Clinical Productivity Compliance = ≥ 75% of clinicians meet weekly visit targets
• Completion Rate (Removing patient cancellations) = ≥ 70%
• Documentation Timeliness =  ≥ 90% of clinical notes completed within 24 hours
• Claims Submission = > 90% submission within 24 hours 
• Care Delivery: ≥60% treatment completion rate among clients. (Successful completion of treatment + Client has achieved goals)
• Documentation Compliance = ≥ 90% documentation compliance within 48 hours.
• Client Retention & Engagement: = ≤ 10% dropout rate within the first 30 days of care.

Position Qualifications:

• Advanced clinical degree (e.g., PMHNP, PhD, PsyD, MD, LCSW, LPC, LMFT) with unrestricted licensure.
• Minimum of 4 years of post-master’s clinical experience, including direct service delivery.
• Minimum of 2 years of leadership experience, in virtual healthcare strategy, or systems-level behavioral health transformation.
• Proven success designing and launching digital or tech-enabled clinical initiatives (e.g., clinical content systems, supervision platforms, outcome dashboards).
• Experience overseeing multi-stakeholder projects involving compliance, technology, education, and grant funding.
• Strategic thinker with a systems orientation and the ability to bridge innovation with scalable infrastructure.
• Experience with data-driven performance improvement and use of clinical/operational dashboards.

How We Support You:

📚 Growth & Education – CEU reimbursement, clinical supervision, and advancement opportunities!

💜 Supportive & Fun Team Culture – Be apart of a community of clinicians & operators!

💰Competitve Benefits

• Medical, Dental & Vision Insurance
• 401(k) + 3% Company Match
• Paid Holidays & PTO

Backpack Health is an Equal Opportunity Employer. We believe that the strength of our care depends on the diversity and wellbeing of our team. We celebrate differences in age, color, disability, ethnicity, gender identity or expression, national origin, physical and mental ability, race, religion, sexual orientation, veteran status, and other traits that make each person unique. We welcome and encourage diverse candidates to apply for any position for which they are qualified and to bring their unique perspectives, experiences, and talents to our team.

Backpack Health is an Equal Opportunity Employer. We believe that the strength of our care depends on the diversity and wellbeing of our team. We celebrate differences in age, color, disability, ethnicity, gender identity or expression, national origin, physical and mental ability, race, religion, sexual orientation, veteran status, and other traits that make each person unique. We welcome and encourage diverse candidates to apply for any position for which they are qualified and to bring their unique perspectives, experiences, and talents to our team.