Clinical Operations Manager – Virtual Primary Care

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the virtual primary care practice from start to finish, ensuring that all scheduled patients are attended to.

• Track appointment activities, provider delays, patient connections, and missed appointments, addressing issues in real time.

• Ensure adequate staffing coverage during peak hours and organize breaks, lunches, and absences effectively.

• Facilitate daily team meetings and manage shift transitions.

• Take ownership of visit, technology, and patient escalations until resolution, while addressing root causes.

• Implement staffing plans, reallocate staff, modify breaks and lunches, and redirect coverage as needed.

• Oversee schedule adherence, shift swaps, same-day absences, and planned overtime.

• Provide workforce operations with intraday staffing insights to enhance forecasting.

• Engage in interviewing, selection, onboarding, and identifying coverage gaps.

• Manage incoming calls, outgoing outreach, and text messaging communications.

• Collaborate with technology teams regarding phone and messaging systems.

• Promote appointment scheduling and ensure visit completion.

• Maintain performance metrics, identify trends, quantify impacts, and suggest actionable measures.

• Establish productivity and quality benchmarks; mentor supervisors on performance, documentation, and responsibility.

• Ensure workflows comply with clinical standards, HIPAA, and health plan requirements, supporting audits and reporting.

• Design, document, test, and instruct staff on new workflows.

• Lead, develop, and hold supervisors accountable; build team strength and clarify role boundaries.

• Manage employee retention, turnover, satisfaction, and engagement.

• Cultivate a connected and recognized remote-team culture.

⛳️ Requirements

• Required healthcare background, with direct experience in a clinical, medical practice, or patient-facing healthcare environment.

• Experience in a virtual care practice or contact center setting is necessary.

• Ability to manage multiple concurrent workflows, including daily operations, escalations, reporting, and project management.

• A minimum of 3 years of leadership experience, including managing supervisors or team leads in a clinical or high-volume service environment.

• Proven experience managing coverage, adherence, and real-time staffing decisions against a published schedule.

• Demonstrated success in staff retention and reducing turnover rates.

• Proficient in building and interpreting operational reports in Excel or dashboard formats.

• Familiarity with electronic health record systems, practice management tools, telehealth platforms, and patient communication systems.

• Understanding of HIPAA, patient privacy, and healthcare compliance obligations in a remote work context.

• Availability for extended hours, including rotating weekend and holiday shifts.

• Must use a Windows or Apple macOS computer; Chromebooks, Linux machines, or smartphones are not permitted.

• Minimum system requirements include Windows 10 or macOS 14 Sonoma, Intel Core i5 or AMD equivalent processor for Windows, or Apple Silicon for Mac, and 16 GB RAM.

• Wired headphones are mandatory; built-in microphones are not allowed.

• Minimum internet speed of 100 Mbps download and 50 Mbps upload is required.

• An Ethernet cable must connect the computer directly to the router.

• Google Chrome with Amazon Workspaces is required.

• A webcam is necessary for video calls.

• Reliable internet connectivity and a secure, private workspace are essential.

• Preferred qualifications include an active or previously held RN, LPN/LVN, or certified MA license or certification.

• Preferred: experience with Medicare Advantage or health plan quality programs.

• Preferred: experience in a growing healthcare organization.

🏝️ Benefits

• Remote work from a home office.

• Flexible and extended hours with rotating weekend and holiday coverage.

• Equal opportunity and inclusive work environment.