Clinical Practice Manager

Job Description:

• Lead, coach, and develop the Patient Support team
• Establish Patient Support workflows, service standards, performance goals, policies, procedures, training materials, and SOPs
• Monitor team performance, workload, productivity, service levels, quality, and patient experience metrics
• Resolve or escalate complex patient questions and concerns across phone, email, chat, and other support channels
• Improve the patient journey across scheduling, registration, clinical care, billing, and follow-up
• Create and maintain clinician schedules and publish appointment availability in the electronic health record
• Monitor clinician capacity, blocked time, time-off requests, appointment availability, and scheduling conflicts
• Analyze and report clinician utilization, capacity, access, and operational performance indicators
• Coordinate with external clinical service partners regarding availability, updates, scheduling, and billing information
• Support patient scheduling and rescheduling when escalation or additional assistance is needed
• Coordinate new clinician onboarding, including work schedules, onboarding plans, meetings, system access, scheduling configuration, and biographies
• Provide administrative support to physicians, advanced practice providers, physical therapists, health coaches, registered dietitians, and other clinical team members
• Coordinate with internal and external healthcare partners to support continuity of care and patient flow
• Support patient video visits when directed by clinical leadership
• Obtain outside medical records and upload records and supporting materials to patient charts
• Notify clinicians when requested records or results are received
• Securely transmit visit notes and documentation to patients, providers, and external organizations
• Conduct daily checks to confirm clinical documentation reaches intended recipients
• Coordinate referrals, external appointments, and other patient care needs
• Communicate with external providers, facilities, insurance companies, and partners
• Monitor patient intake information and patient/clinician communications, routing messages appropriately
• Maintain accurate information in the electronic health record and other operational systems
• Maintain compliance with HIPAA, confidentiality requirements, healthcare regulations, and company policies
• Participate in quality-assurance meetings, audits, improvement projects, clinical research, and publication support
• Develop, implement, and train teams on clinical and Patient Support policies and procedures
• Maintain Clinical Operations and Patient Support SOP libraries
• Identify opportunities to streamline workflows and improve service quality through technology and automation
• Directly manage, recruit, onboard, train, evaluate, coach, and provide feedback to Patient Support team members
• Build staffing and coverage plans and address employee-relations and performance concerns with People Operations
• Participate in team huddles, meetings, and rounds with camera on when appropriate
• Perform other projects and duties as assigned

Requirements:

• High school diploma or equivalent required
• Telehealth experience
• 2+ years of experience working as a Medical Practice Manager/Operator, or administrative support to a clinical practice
• Strong knowledge of medical terminology, office procedures, and patient care practices
• Proficient with Microsoft Suite software such as Outlook, Word, Excel, and OneDrive
• Strong attention to detail and commitment to providing high-quality care
• Ability to work independently, manage time effectively, and prioritize tasks in a remote work environment
• Experience with video chatting
• Experience with Google Suite, Slack, and electronic health records, or comfort learning new technology
• Bilingual, written and spoken, in Spanish
• Authorized or able to provide required documents to work in the United States
• Bachelor’s degree in a related field preferred

Benefits:

• Equity Options
• Medical, dental, and vision coverage
• Wellness programs
• Mental health resources
• 401(k) plan and Roth options
• Generous paid time off, including vacation days, holidays, and sick leave
• Fully remote work environment
• Training resources and Professional Development stipend
• Paid parental leave
• Employee Assistance Program (EAP)
• Competitive pay based on experience, skillset and value brought to the team