Job Summary

Overseesclinical operations acrossseveral key areas of the medical practiceto ensure high-quality patient care, efficient workflows, and exceptional customer service. These areasinclude:call center,laboratoryand diagnosticimagingvendor relationships,consenting processandmedical supplies.Alignesclosely with onboarding new providers toprovide a smooth process.Maintainsa comprehensive understanding of operational processes and ensurescompliance with organizational standards.

Reports to VP, Clinical Excellence, Intention Healthcare. Maintainsstrong communicationwith Chief Clinical Officeras related to clinical programming and projects.

Responsibilities

Clinical Call Center Oversight

- Managesdaily operations of the clinical phone line, ensuring timely and effective handling of patient inquiries- Promotesexcellence in customer service and patient experience- Monitorsworkflows, identify inefficiencies, and implement process improvements- Supportscare coordination and ensure accurate communication with clinical teams- Establishesand oversee quality assurance (QA) processes to monitor call quality, accuracy of information, and adherence to service standards-Ensuresregular auditsare conducted, provide feedback, and implement training to drive continuous improvement in phone line performance

Lab and Diagnostic Imaging (DI) Management

- SupervisesLab and Diagnostic Imaging teams and associated processes- Ensuresadherence to clinical protocols and service quality standards- Monitorsperformance metrics, productivity, and turnaround times- Assistsproviders and staff with appropriate lab and imaging order placement- Drivescontinuous improvement in Lab and DI services- Developsand manage quality assurance (QA) programs to ensure accuracy, compliance, and consistency in lab and imaging services

Consent Process Management

- Overseesthe end-to-end consent collection process for all patients, ensuring compliance with regulatory and organizational requirements- Ensuresconsents are obtained, accurately documented, and properly logged in a timely manner- Managesworkflows related to sending, tracking, collecting, and documenting patient consents- Leadsand supervise staff responsible for consent distribution, collection, and documentation, ensuring accuracy and completeness- Collaboratesclosely with medical leadership and providers, who play a key role in obtaining consents, to ensure alignment and accountability across clinical and administrative teams- Auditsconsent processes regularly to ensure adherence to standards and identify opportunities for improvement

Operational Leadership

-Partners with human resourcesforsmooth onboarding of new providers, includingproviding access to computer systems andensuring field time for orientation is managed.

-Maintainsa deep understanding of all related clinical and administrative processes- Ensure alignment of workflows across callcenterincluding scheduling of acutetelemedappointments to meet patient care needs.- Identifiesopportunities for process improvement and operational efficiency- Supportsleadership initiatives and organizational goals

Qualifications

-Bachelors degree in Healthcare Administration, Business Administration, or related field (or equivalent experience)- 3years of experience in healthcare operations or medical practice management- Prior supervisory experience managing cross-functional teams- Experience in high-volume outpatient or ambulatory settings preferred- Experience with EMR systems (Epic, eClinicalWorks, Athenahealth)

Skills & Competencies

- Strong leadership and team management skills- Ability to manage multiple workflows andteams- Experience with quality assurance and performance metrics- Knowledge of clinical workflows- Excellent communication and collaboration skills-Proficiencywith EMR systems, staff scheduling- Strong Microsoft Office skills (Excel, Word)