Clinical Practice Manager

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

📋 Description

• Oversee, mentor, and develop the Patient Support team.

• Create and implement Patient Support workflows, service standards, performance objectives, policies, procedures, training materials, and standard operating procedures (SOPs).

• Track team performance, workload, productivity, service levels, quality metrics, and patient experience indicators.

• Address or escalate complex patient inquiries and concerns via phone, email, chat, and other support channels.

• Enhance the patient journey through scheduling, registration, clinical care, billing, and follow-up processes.

• Develop and manage clinician schedules and publish appointment availability in the electronic health record system.

• Monitor clinician capacity, blocked time, time-off requests, appointment availability, and scheduling conflicts.

• Analyze and report on clinician utilization, capacity, access, and operational performance metrics.

• Collaborate with external clinical service partners regarding availability, updates, scheduling, and billing information.

• Assist with patient scheduling and rescheduling when escalation or additional support is required.

• Facilitate new clinician onboarding, including work schedules, onboarding plans, meetings, system access, scheduling setup, and biographies.

• Provide administrative support to physicians, advanced practice providers, physical therapists, health coaches, registered dietitians, and other members of the clinical team.

• Work with internal and external healthcare partners to ensure continuity of care and efficient patient flow.

• Assist with patient video visits as directed by clinical leadership.

• Acquire outside medical records and upload documentation and supporting materials to patient charts.

• Inform clinicians when requested records or results have been received.

• Securely transmit visit notes and documentation to patients, providers, and external organizations.

• Perform daily checks to ensure clinical documentation reaches the designated recipients.

• Coordinate referrals, external appointments, and other patient care requirements.

• Communicate effectively with external providers, facilities, insurance companies, and partners.

• Monitor patient intake information and communications between patients and clinicians, appropriately routing messages.

• Ensure accurate information is maintained in the electronic health record and other operational systems.

• Adhere to HIPAA, confidentiality requirements, healthcare regulations, and company policies.

• Engage 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 SOP libraries for Clinical Operations and Patient Support.

• Identify opportunities to optimize workflows and enhance service quality through technology and automation.

• Directly manage, recruit, onboard, train, evaluate, coach, and provide feedback to Patient Support team members.

• Create staffing and coverage plans and address employee relations and performance issues in collaboration with People Operations.

• Participate in team huddles, meetings, and rounds with your camera on when appropriate.

• Carry out other projects and duties as assigned.

⛳️ Requirements

• High school diploma or equivalent is required.

• Experience in telehealth is preferred.

• Minimum of 2 years in a Medical Practice Manager/Operator role or providing administrative support in a clinical setting.

• Strong understanding of medical terminology, office procedures, and patient care practices.

• Proficient in Microsoft Suite applications such as Outlook, Word, Excel, and OneDrive.

• Exceptional attention to detail and a commitment to delivering high-quality care.

• Ability to work independently, manage time efficiently, and prioritize tasks in a remote work environment.

• Familiarity with video conferencing tools.

• Experience with Google Suite, Slack, and electronic health records, or willingness to learn new technologies.

• Bilingual proficiency in Spanish, both written and spoken.

• Authorized to work in the United States or able to provide the necessary documentation.

• A Bachelor’s degree in a related field is preferred.

🏝️ Benefits

• Equity options available.

• Comprehensive medical, dental, and vision coverage.

• Access to wellness programs.

• Mental health resources provided.

• 401(k) plan with Roth options.

• Generous paid time off, including vacation days, holidays, and sick leave.

• Fully remote work environment.

• Training resources and a Professional Development stipend.

• Paid parental leave.

• Employee Assistance Program (EAP).

• Competitive compensation based on experience, skill set, and contributions to the team.