Clinical Support Lead (RN/LPN)
About The Position
The Clinical Support Lead (RN/LPN) at Asher Med is the primary owner of Clinical Support operations, responsible for ensuring safe, timely, and compliant patient care through clinical support workflows and ticket management. This role serves as the central clinical resource for Patient Success, Partner Support, and medical providers. This individual will lead clinical triage, escalation management, and protocol development while ensuring all patient communication is accurate and aligned with medical best practices. In addition, this role will support pharmacy-related workflows and act as a secondary point of coordination for medication fulfillment and pharmacy escalations. The ideal candidate combines strong clinical judgment with operational execution, enabling Asher Med to deliver a consistent, high-quality, patient-first experience at scale.
Requirements
- Active Licensed Practical Nurse (LPN) or Registered Nurse (RN) license (required)
- 3–5+ years of clinical experience (telehealth, outpatient, or similar preferred)
- Strong understanding of clinical triage, patient safety, and medication management
- Experience supporting patient-facing teams or clinical support workflows
- Excellent communication skills with the ability to translate clinical concepts to non-clinical teams
- Operational mindset with the ability to build and improve processes
Nice To Haves
- Experience in telehealth, digital health, or remote clinical support environments
- Experience working with pharmacy workflows or medication fulfillment
- Familiarity with 503A pharmacies and multi-state operations
- Exposure to compliance and regulatory healthcare environments
- Experience with ZenDesk, Clinical Triage, and Pharmacy coordination a plus!
Responsibilities
- Review and respond to non-provider clinical inquiries (medication questions, side effects, general guidance within scope)
- Serve as the primary clinical resource for Patient Success and Partner Support Teams
- Develop and maintain clinical protocols, FAQs, and patient education materials
- Collaborate with Operations, Billing, and Support Teams to resolve patient and order issues
- Excellent communication skills with the ability to translate clinical concepts to non-clinical teams
- Operational mindset with the ability to build and improve processes
- Partner with Product and Engineering to improve clinical and pharmacy workflows (Admin Portal, Zendesk, automation)
- Track clinical support metrics (ticket volume, resolution time, escalation categories)
- Build and refine SOP's for clinical support workflows (primary) and pharmacy workflows (secondary)
- Implement systems to improve turnaround time, accuracy, and patient experience
- Identify bottlenecks in triage, escalation, and communication processes
- Monitor trends in patient inquiries, risks, and outcomes
Benefits
- Health
- Dental
- Vision
- PTO
- Upward Mobility within the organization
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
