Clinical Practice Manager
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Job Description
Clinical Practice Manager leading patient support and clinical operations for Vori Health’s virtual musculoskeletal medical practice. Managing schedules, care coordination, compliance, and remote support teams.
Responsibilities:
- 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
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