Clinical Operations Specialist - Licensed Therapist

The Clinical Operations Specialist is a licensed therapist who provides critical support to clinical operations, leveraging their expertise to address issues involving patients, providers, documentation, quality, and care delivery. This role acts as a bridge between clinicians and the organization’s operational, product, quality, credentialing, and care-coordination teams. Other duties may be assigned as needed.

Qualifications

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Independent clinical license required: LCSW, LMFT, LPC, or PhD/PsyD (or state equivalent)
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Minimum of 4 years post-licensure clinical experience
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Experience with Electronic Health Record (EHR) systems required
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No specific EHR or scheduling platform experience necessary; training will be provided
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Comfortable working in a hybrid clinical/operational role (not traditional caseload-based)
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Strong cross-functional communication skills to collaborate with Product, Quality, Credentialing, and Operations teams
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Self-motivated and able to work independently in a remote/hybrid environment

Responsibilities

1. Member and Clinical Support

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Serve as a clinical resource for member issues requiring clinical judgment
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Support pre-intake clinical review and outreach as needed
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Review and follow up on member feedback requiring clinical attention
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Manage rematch escalations and assist with enrollment-related clinical questions
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Collaborate with the User-Success team to address member needs
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Handle clinical escalations beyond the scope of non-licensed operations staff
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Conduct consultation hours as needed
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Participate in clinical interviews during periods of active hiring

2. Clinical Quality and Documentation

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Address documentation issues requiring clinical interpretation or provider-to-provider communication
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Support clinical review of incomplete or missing diagnoses
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Participate in clinical quality initiatives and audits
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Support and educate providers on clinical documentation standards
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Participate in payer and similar clinically-oriented audits
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Collaborate on quality-improvement initiatives
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Review caseload and documentation integrity

3. Therapist Data and Clinical Metrics

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Work with Product and Clinical Leadership on workforce and quality metrics
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Use internal reporting and quality-monitoring tools
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Interpret metrics for full-time/part-time providers
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Identify trends in clinical quality and areas needing follow-up
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Partner with technical teams as reporting and automation tools evolve

4. Clinical Meetings and Cross-Functional Representation

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Represent Clinical Operations in cross-functional meetings (Clinical x Product, User-Success x Clinical, team meetings, Credentialing/Quality Committees, organizational meetings)
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Serve as a clinical liaison to other departments requiring clinical expertise

5. Medication Management Operations

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Assist with manual rescheduling of medication-management follow-ups when necessary
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Address exceptions to automated medication-management workflows
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Support resolution of escalated prior-authorization issues
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Handle documentation requests (e.g., FMLA, short-term disability) needing clinical review
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Draft physician-facing documentation for review and signature
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Coordinate member communication about documentation appointments
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Support related scheduling changes

6. Clinical Process Improvement and Special Projects

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Identify and propose improvements to clinical workflows
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Collaborate with Product and Engineering for clinical input
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Translate clinician and patient needs into operational or product requirements
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Participate in clinical process redesigns and special projects needing clinical expertise
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Help develop scalable clinical workflows as the organization grows

7. Other Clinical Duties as Required

Marvin Behavioral Health is committed to building a diverse and inclusive team. We encourage applicants from all backgrounds and identities to apply.