Clinical Support Center Manager

Louisiana Organ Procurement Agency•Covington, LA

6d•Remote

About The Position

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.

Requirements

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

Nice To Haves

Previous experience working in a call center or communications center environment
Previous experience leading a hybrid or remote team

Responsibilities

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.
Oversees day-to-day departmental operations to ensure regulatory compliance, efficiency, and service quality.
Manages resources, scheduling, and systems that support effective workflows.
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.
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.
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.
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.
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.