ESSENTIAL DUTIES AND RESPONSIBILITIES

The Manager, Clinical Care Operations provides leadership and oversight of clinical care services and provides support with business operations functions. The role ensures efficient, compliant, and patient-centered operations while supporting organizational goals related to quality, safety, financial stewardship, and service excellence. Reporting to the Chief Executive Officer/Chief Scientific and Medical Officer, this position partners with leadership to optimize workflows, staff performance, compliance, and operational effectiveness.

Clinical Care Operations and Patient Services Management

• Oversee day-to-day clinical care operations, patient flow, clinic readiness, patient services, and care team coordination to ensure efficient, high-quality, and patient-centered care delivery.
• Directly supervise Medical Assistants and assigned staff, including scheduling, onboarding, training, performance support, and workflow management.
• Manage patient scheduling, intake, referrals, records management, follow-up activities, and clinical administrative processes that support care delivery.
• Monitor staffing coverage, room utilization, patient throughput, and operational needs to optimize clinical resources and service efficiency.
• Serve as primary administrator and troubleshooting lead for electronic health record (EHR) (eClinicalWorks), including user support, issue escalation, workflow optimization, and coordination with IT or vendor support.
• Oversee and maintain accurate patient information within the EHR and support documentation standards and clinical record management.
• Oversee clinic preparation, supply readiness, insurance verification, prior authorization processes, prescription renewal workflows, and other patient support functions as appropriate.
• Implement and maintain clinical policies, standard operating procedures (SOPs), quality improvement initiatives, and operational best practices.
• Ensure compliance with healthcare regulations, accreditation requirements, organizational policies, and documentation standards while promoting a positive patient experience and continuous operational improvement.

Education Support

• Provide administrative and coordinator support to the education department operations.

Administrative and Operations Support

• In Chief Finance Officer/Chief Operations Officer absence, provide backup support and administrative oversight to Office Manager, Facilities Manager, and Accountant.

SUPERVISORY RESPONSIBILITIES

Provide direct supervision of Medical Assistants and assigned staff. Support onboarding, training, workflow management, accountability, and performance development while helping maintain operational, clinical care services, safety, and compliance standards.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Training will be provided where necessary and specific assistance in refreshing the incumbent in those areas where appropriate. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Knowledge of clinical care operations, patient service workflows, healthcare administrative processes, financial administration, office operations, vendor coordination, facilities support, and regulatory compliance.
• Experience supporting clinical teams, Medical Assistants, patient care workflows, staffing coordination, and operational issue resolution in a healthcare setting.
• Experience with MS365, SharePoint, electronic health record (EHR) systems (eClinicalWorks experience preferred) or comparable systems.
• Strong organizational, analytical, and problem solving skills.
• Ability to manage multiple clinical and operational priorities while maintaining attention to detail.
• Strong written and verbal communication skills.
• Ability to supervise and support staff while fostering collaboration, accountability, and patient centered service.
• Professionalism, integrity, discretion, confidentiality, and sound judgment in handling patient and organizational information.

EDUCATION AND EXPERIENCE

• High School Diploma
• Associate's or Bachelor's degree in Healthcare Administration, Business Administration, Nursing, Public Health, or related field preferred.
• Active California license in CNA, MA, CPT, and/or EMT-B/P
• Active CPR certification
• Minimum 5 years of progressive healthcare operations, clinical administration, or business operations experience.
• Minimum 2 years of supervisory experience.
• Experience with EHR systems and insurance billing
• Experience with eClinicalWorks preferred

HOURS OF WORK

Core business hours (Monday - Friday, 8:30 am - 5:00 pm) with flexibility to support clinical and operational needs, including occasional early morning, evening, or weekend responsibilities.

LANGUAGE SKILLS

The ability to read, write and speak English clearly is mandatory. The ability to interpret documents such as safety rules, SOPs, and procedures is critical and an understanding of and ability to communicate in scientific language is desired.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The incumbent is regularly required to sit, talk, hear, and climb stairs. The incumbent frequently is required to use hands to finger, handle or feel equipment, paper, or files. The incumbent is required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision.

This position requires manual dexterity, skill level and adequate vision to record data onto data sheets and adequate hearing and verbal communication skills to converse with study subjects. Standing for extended periods of time as well as light lifting is necessary.

The incumbent must be in sufficient overall health to report for work consistently and reliably and work through a standard day with appropriate breaks.

WORKING ENVIRONMENT

The work environment would be generally described as an office setting with clinical facilities adjacent to the primary work area and laboratory facilities on a different floor. The ability to move within all three of these areas may be required in the execution of the employee's functional activities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate and the illumination of the work area is primarily with fluorescent artificial lighting.

This position is associated with exposure to biohazardous materials and communicable disease requiring the use of universal precautions at all times as well as other conditions common to a medical clinic and research facility.

This job description is intended to describe the general requirements of the performance of the job. It is not a complete list of duties, responsibilities or requirements. Other duties not listed here may be assigned as needed.