Clinical Services Manager

The Clinical Services Manager oversees daily clinical operations, supports frontline staff, provides shift-level consultation, coordinates case reviews, and reinforces training and performance expectations across HeartLine crisis and behavioral health programs.

This role serves multiple HeartLine programs. This position requires regular attendance at our Oklahoma City office. To be considered for this role, applicants must reside in Oklahoma.  

JOB RESPONSIBILITIES:

Daily Operations, Clinical Consultation & Frontline Support

• Manage day-to-day clinical operations and provide timely consultation for complex, high-risk, or emergent client interactions.
• Coordinate clinical debriefings, shift-level support, and staff learning to promote consistent and responsive service delivery.

Training, Coaching & Staff Development

• Deliver and reinforce clinical training, onboarding, competency development, coaching, and continuing education for frontline staff.

Case Reviews, Quality Feedback & Performance Management

• Coordinate case reviews, document findings, and identify coaching opportunities that improve frontline practice and service consistency.
• Provide coaching and documentation that address frontline performance needs and reinforce service standards.

Cross-Program Coordination & Staff Support

• Coordinate with supervisors to maintain consistent clinical practices and day-to-day service standards.
• Escalate program trends, staffing concerns, and frontline support needs to the Assistant Clinical Services Director to inform CQI, training, and engagement priorities.
• Other duties as assigned. 

• Education: Master’s degree in Counseling, Social Work, Psychology, or related field required. Active licensure and suicide prevention certification preferred.
• Experience: At least 3 years of experience in crisis intervention, behavioral health, clinical operations, training, or quality improvement required; multi-program service environment experience preferred.

REQUIRED SKILLS AND ABILITIES:

• Strong knowledge of crisis intervention, clinical consultation, performance management, and quality improvement practices.
• Strong coaching, training, and staff development skills, with the ability to effectively support frontline staff, supervisors, and program leadership.
• Excellent verbal and written communication, interpersonal, and collaboration skills, with the ability to work effectively with diverse individuals and teams.
• Strong organizational and leadership skills, with the ability to manage multiple priorities, coordinate projects and initiatives, and maintain attention to detail in a fast-paced environment.
• Ability to analyze and use data, performance metrics, and documentation to monitor service quality, identify trends, and support operational and clinical decision-making.
• Proficiency with technology and systems used to support chat- and text-based services, performance monitoring, documentation, and program operations.
• Demonstrates a strong commitment to staff support, clinical excellence, service quality, and continuous improvement.
• Demonstrates flexibility and adaptability in responding to evolving organizational, program, and community needs.
• Physically able to sit for long periods, use the telephone/computer, bend/stoop, and occasionally lift up to 20 pounds.

WORK ENVIRONMENT:

This position is hybrid upon completion of initial training period. HeartLine reserves the right to revoke remote privileges to provide additional onsite training if performance does not meet HeartLine standards.

HeartLine supports a comfortable, yet professional work environment. Courtesy, respect, and equitable treatment are expected. Staff members receive support, recognition, and appreciation for jobs well done. 

The environmental conditions described are representative of those that must be met by an employee to successfully perform the functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. Flexible scheduled work week. Some evenings/weekend work required. 

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and required skills. Other duties may be assigned as needed. 

Contents may be subject to change to meet the needs of the organization.