Clinical Support Manager (CSM) - Houston Market

Position Overview 

The Clinical Support Manager provides leadership and support to Circle of Care clinical staff across all disciplines and designated markets. This role blends relationship-building and community engagement with operational oversight to ensure quality, compliance, and efficiency in clinical practice. Responsibilities include addressing clinical and operational inquiries, participating in compliance and quality initiatives, supporting EMR and documentation processes, partnering with HR in recruitment and performance management, and providing training and supervision for clinicians. The CSM plays a key role in fostering a collaborative culture while ensuring that clinical services meet the highest standards of care and regulatory compliance across all markets and facilities we serve. 

Key Responsibilities 

Core Support & Collaboration 

• Address daily therapist inquiries related to clinical and operational issues, providing support to all therapy disciplines across all markets. 
• Receive clinical and operational concerns, and advocate for process improvements by supporting department supervisors as requested. 
• Act as a liaison between senior leadership and field/support staff, ensuring effective communication across the organization. 
• Foster community engagement among clinical staff, focusing on building relationships between therapy teams to create a cohesive, collaborative environment. 
• Ensure accuracy and organization of Teams therapy discipline–specific groups to encourage collaboration and address issues related to treatment and techniques. 
• Assist with strategic planning of the division. 

Compliance & Quality Assurance 

• Serve on the Compliance Committee to address and resolve clinical concerns. 
• Report findings to the Chief Clinical Officer or Compliance Director during weekly meetings. 
• Conduct regular clinical and operational patient chart audits, as well as urgent or critical audits when requested by the Chief Clinical Officer and/or Compliance Director (e.g., during external audits). 
• Review patient care documentation to support quality assurance, manage denials/appeals, and provide education or guidance to therapists as needed. 
• Verify accuracy of clinical billing codes against corresponding clinical documentation. 
• Ensure timely submission of personal documentation in line with company policy, and hold direct reports accountable to the same standards. 
• Adhere to licensing policies and regulations. Consult with and obtain approval from the Compliance Department before modifying policies, processes, or implementing new ones. 
• Ensure appropriate supervision of Interns and Assistants in accordance with state and national guidelines. 

Operational Efficiency & Systems 

• Collaborate with the EMR (Electronic Medical Records) Systems Administrator to support agency and therapist needs, improve EMR efficiency, and develop and monitor enhancements for clinical documentation. 
• Generate operational reports as assigned. 

HR, Recruiting, & Performance Management 

• Partner with HR/Recruiting to interview candidates and provide feedback upon request, and participate in therapy recruitment events as needed. 
• Complete performance appraisals and improvement plans, and partner with HR to provide corrective action related to clinical documentation or other performance areas. 
• Monitor and enforce capacity, attendance, and productivity goals for therapy staff. 

Field Leadership, Safety & Training 

• Maintain a presence in the field in alignment with the manager’s specific area of therapy expertise; visit/unit expectations may vary based on business needs. 
• Shadow direct reports as necessary to evaluate clinical practice and provide support. 
• Provide mentor visits for direct reports to support ongoing professional development. 
• Analyze and identify training needs for direct care clinicians; provide one-on-one supervision, education, and training as needed. 
• Provide guidance in monitoring individual therapy staff clinical needs. 
• Organize and lead case conferences in the local market and other markets as requested by the Chief Clinical Officer. 
• Collaborate with the EPRP Coordinator to ensure patient and therapist safety during emergency situations. 

Other 

• Additional duties as assigned. 

Qualifications 

• Bachelor’s degree, master’s degree and/or Doctorate in Speech, Physical or Occupational Therapy  
• Minimum of 5 years Therapy Experience  
• Licensure or Certification by the state of Texas  
• Computer skills (Microsoft Office products, Teams, Excel)  
• Excellent EMR Systems knowledge 

Competencies:  

• Attention to detail  
• Dependable  
• Maintain confidentiality in all aspects  
• Excellent organizational skills  
• Integrity  
• Proven ability to work both independently and collaboratively with Administration and Therapy staff  
• Expertise in licensed discipline  

Functional Abilities:  

• Must be able to read 8 point or larger type  
• Must be able to sit for long periods working at a computer  
• Able to lift up to 15 pounds  
• Stoop and bend: must be able to lift and transfer patients