Support Team Lead

Department: Clinical & Client Support

Reports To: Operations Director

Status: Full-Time, Salaried

Location: Hybrid (10% travel to various sites across Maryland)

About Us

QOP Management Company provides non-clinical support and management services to Orchard Mental Health Group and its affiliated practices. Our clinical sister companies are thriving, multi-location outpatient practices with more than 165 clinicians across Maryland and Northern Virginia. We offer therapy, psychiatric care, and psychological testing for children, adolescents, and adults.

We are committed to delivering compassionate, evidence-based care through both in-person and telehealth models, ensuring accessibility and flexibility for clients. Just as importantly, we foster a supportive environment for our team, encouraging collaboration, professional growth, and a shared mission of improving mental health outcomes in the communities we serve

About the Role

We are seeking a Support Lead to provide hands-on operational leadership within our Clinical and Client Support teams.

This role combines advanced support execution with peer guidance and workflow coordination. While not a formal people manager (no hiring or compensation authority), this position plays a key leadership role in reinforcing standards, improving workflows, supporting onboarding, and serving as a first-line escalation resource.

If you enjoy improving systems, supporting teams, and driving operational consistency in a fast-paced healthcare environment, this role is for you.

What You’ll Do

• Manage complex or escalated clinical and client support requests
• Provide real-time workflow guidance and coverage during high-volume periods
• Reinforce standardized processes across therapy, medication management, and testing services
• Monitor support metrics (Backlog, turnaround time, SLA adherence)
• Serve as a senior Zendesk resource for routing and escalations
• Support onboarding, cross-training and peer mentorship
• Partner cross functionally with Access and Revenue Cycle teams
• Provide onsite operational coordination when needed

What We’re Looking For

• Strong operational experience in healthcare or service-based environments
• Ability to manage multiple workflows and competing priorities
• Systems-minded with a process improvement orientation
• Comfortable leading and reinforcing accountability and standards across peers
• Strong problem solving and communication skills
• Proactive, flexible and highly organized

Qualifications

• 3+ years of experience in healthcare operations, clinical support or related field
• Experience working in ticketing or case management systems(Zendesk preferred)
• Demonstrated ability to handle escalations and complex requests
• Experience supporting cross-functional teams
• Ability to work in a hybrid environment with routine onsite presence

Compensation & Benefits

• Salary range: $50,000 - $60,000 based on experience
• Comprehensive health, dental and vision insurance
• Flexible Spending Account (FSA) options
• 401(k) retirement plan
• Paid time off, wellness days and company holidays
• A collaborative, mission-driven and supportive team environment

If you thrive in fast-paced environments, enjoying improving systems and naturally step into leadership through action and accountability, we encourage you to apply

Equal Opportunity Statement

Orchard Mental Health Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.