Honor

Clinical Operations

• Independently assess risks and triage Trust & Safety channels (phone, Slack), making immediate decisions on escalation pathways.
• Quickly evaluate incident severity through interviews, care notes, and collaboration with operational teams; apply critical thinking and sound judgment.
• Communicate effectively with individuals in distress and provide real-time critical support to internal teams and franchise partners.
• Manage multiple concurrent escalations with urgency and precision, engaging emergency services or higher-level interventions when necessary.
• Review and assess client care plans to identify gaps and generate recommendations for improvement.
• Conduct comprehensive reassessments via phone to address evolving care needs and work cross-functionally to develop actionable solutions.
• Complete skill assessments for Care Pros and provide consultative support to internal teams, franchise owners, and operational leaders on complex care situations.
• Deliver targeted training and education to Care Pros and internal teams as needed to reinforce clinical best practices and safety protocols.
• Maintain accurate, detailed, and timely records of incidents and resolutions, ensuring confidentiality and adherence to privacy policies and regulatory requirements.
• Relay factual, neutral, and objective case details to franchise owners and stakeholders and collaborate to refine safety protocols and investigative practices.

Clinical Operations Lead