At Shift Collab, we are on a mission to make a positive impact on people's lives by facilitating their journey towards better mental health.

Reporting to the Clinical Director, we're seeking a Clinical Operations Manager to play a key role in shaping the success of our therapy provider team. In this position, you will lead, develop, and inspire a team of dedicated professionals, ensuring the highest standards of operational excellence and client satisfaction.

As the Clinical Operations Manager, you will have the opportunity to drive strategic initiatives, collaborate cross-functionally, and impact the overall growth and success of our organization. Your expertise in non-clinical support, relationship building, and operational management will be instrumental in achieving our goals and delivering exceptional care to our clients.

Responsibilities

• Lead, grow, and develop our therapy provider team, providing operational support and direction on non-clinical matters.
• Drive and meet operational KPIs for client and therapist retention, revenue targets, completed sessions, and client satisfaction.
• Develop and manage a therapist activation program, ensuring engagement and exceptional customer service.
• Manage therapist recruitment, hiring, onboarding, coaching, and support plans.
• Lead internal communications with therapists, including news, announcements, and professional development.
• Update and implement policies to enhance the therapist and client experience.
• Collaborate cross-functionally to deliver on our vision and growth strategy.
• Support therapist promotional efforts through campaigns, events, and content development.
• Drive operational excellence by focusing on efficiency, productivity, and margin in therapy operations.

Ideal Candidate Profile

• Proficient in non-clinical therapist support like managing cases, retaining clients, and using marketing strategies.
• Skilled in building relationships, teamwork, and effective communication with therapists and other teams.
• Successfully executes projects, trains, and motivates healthcare providers.
• Growth-oriented leader with problem-solving and project management skills.
• Understands PHIPA, CRPO, and OCSWSSW regulations and private practice therapy.
• Maintains high standards of customer service, care, and professionalism.
• Can impact people and results remotely and design effective remote management practices.
• Experience in scaling provider networks or high-growth healthcare companies.

Requirements

• Minimum 3 years of experience in people management, specifically in healthcare or insurance organizations
• Demonstrated experience in corporate training, coaching, and driving operational Key Performance Indicators (KPIs)
• Knowledge of PHIPA (Personal Health Information Protection Act) and other relevant regulatory bodies
• Familiarity with compliance requirements related to mental health therapy provision
• Proven track record in ensuring compliance with regulatory standards and implementing policies accordingly

Benefits

• Competitive salary ranging from $70,000-$85,000
• Remote first, with occasional in-person team meetings and events in the GTHA
• Health, dental, and vision benefits
• Wellness days in addition to vacation and your birthday off
• Volunteer days to give back to a cause of your choice

If you do not see yourself fully reflected in every job requirement listed on this posting, we still encourage you to reach out and apply.

If you are a therapist in private practice seeking an additional role, please note that this position is dedicated solely to full-time employment and does not accommodate dual responsibilities.