Work Location: Hybrid
- Works out of our Hazard Way office in San Diego, CA.
About the PositionThe Clinical Service Line Manager builds and runs Balboa Nephrology Medical Group's care-management service lines, starting with Remote Patient Monitoring (RPM). Our data team identifies eligible patients; this person owns what happens next: converting eligible patients to enrolled, keeping them engaged, leading the Medical Assistant team that delivers the program, and ensuring time and documentation support compliant billing and high quality care.
In conjunction with a clinical dyad, the manager also defines clinical triage workflows with our APPs and delivers monthly patient updates to physicians. As programs mature, this person may support future clinical programs, such as Chronic Care Management (CCM) and point-of-care screening initiatives.
Key ResponsibilitiesRPM Enrollment Conversion and Retention- Own conversion: the percentage of eligible patients (identified by the data team) who consent and enroll in RPM.
- Own retention: keep enrolled patients active, transmitting readings, and engaged month over month; reduce drop-off and disenrollment.
- Design outreach strategy and scripts, test approaches, and adjust based on conversion results.
- Oversee device onboarding, connectivity troubleshooting, returns, and reassignment so device issues don't drive attrition.
- Set and track targets for conversion, retention, data-transmission compliance, and billable patient-months.
Medical Assistant Team Leadership- Serve as direct people manager for the RPM Medical Assistants who conduct patient outreach, enrollment, and ongoing monthly check-ins.
- Build a positive, engaged team culture: recognize wins, hold regular team huddles and 1:1s, create growth paths for MAs, and track engagement and turnover so the team stays stable and motivated.
- Hire, onboard, train, schedule, and coach MAs; conduct performance reviews and manage attendance and staffing coverage.
- Set productivity standards (caseload per MA, outreach volume, interactive minutes per patient) and monitor daily and monthly performance.
- Ensure MA time is accurately captured and documented, since documented interactive time drives billing: monitor that each patient meets time thresholds, that documentation is complete and timely, and that work is within MA scope of practice and supervision requirements.
- Audit MA documentation regularly and provide feedback and retraining where gaps appear.
- Build MA competency in patient communication, device education, and recognizing when to escalate to clinical staff.
Clinical Triage and Physician Reporting- Define triage workflows with physician leadership: alert thresholds, MA-to-APP escalation paths, response-time standards, and documentation requirements.
- Check in regularly with the APPs who handle clinical triage to assess how the process is working, resolve friction, and refine workflows.
- Track escalation volume, response times, and outcomes to keep triage timely and sustainable.
- Produce monthly reports to each physician on their enrolled patients, highlighting pertinent updates such as concerning trends, escalations, and engagement or enrollment status.
Program Administration and Compliance- Ensure documentation supports compliant RPM billing (consent, ordering provider, device supply days, monthly interactive time), and partner with revenue cycle on charge capture, denials, and payer-specific rules.
- Own the service-line dashboard: conversion, retention, billable months, MA productivity, triage response, revenue, and cost; report monthly to the COO.
- Partner with the data team, Business Analyst, IT, and EHR teams on work queues, templates, and reporting.
- Maintain policies, SOPs, and audit-ready documentation; manage the RPM vendor relationship and service-line budget.
Future Service Lines- May support or lead future clinical programs, such as Chronic Care Management (CCM), point-of-care screening, and other care-management services, using the RPM operating model as the template.
Required Qualifications- Bachelor's degree in healthcare administration, public health, nursing, or a related field.
- 5+ years in healthcare operations or clinical program management, including 2+ years directly managing frontline clinical staff (MAs preferred).
- Hands-on experience running a care-management program (RPM, CCM, TCM, or similar) in a physician group, health system, or MSO.
- Working knowledge of RPM/CCM billing, time-based documentation, and Medicare requirements.
- Proven results improving patient enrollment, engagement, or retention metrics.
- Strong EHR and reporting skills; comfortable managing to a dashboard.
Preferred Qualifications- Active California RN license, or LVN/clinical background with significant care-management leadership.
- Experience in nephrology or another chronic disease specialty (CKD, diabetes, hypertension, heart failure).
- Experience designing clinical escalation workflows with APPs or nursing staff.
- Lean, Six Sigma, or formal project management training (PMP or equivalent).
Competencies- Builder mindset: turns a concept into a working program with clear workflows, owners, and controls.
- Culture builder: creates a team where MAs feel valued, supported, and accountable; recognizes good work, addresses issues early, and keeps morale high in a high-volume, metrics-driven role.
- Data discipline: knows the eligible population, measures gaps, and closes them; decisions are made from dashboards, not anecdotes.
- Physician partnership: earns trust with providers and translates clinical priorities into operations.
Compensation Range: $90,000 - $114,000 annually, with 10% target bonus
Other considerations:- Background check required
- Travel to other sites located within San Diego County may be required
- Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
- Supervisory duties - Yes
Language SkillsWhile performing duties, the employee is regularly required to talk, hear, read, write, type and respond in English and understand clinical/medical vocabulary written and spoken.
Vision RequirementsVision requirements include close vision, ability to adjust focus, and see color.
Physical DemandsPhysical requirements may vary slightly and should be reviewed with your manger. In general, this position requires the ability to lift up to 35 pounds unassisted; ability to stand for extended periods of time and to perform repetitive stooping, walking, stretching, reaching and some sitting; ability to use full range of body motions required to lift patients, wear a lead apron, and lift and move supplies. Must be able to safely ascend and descend stairs as a core part of the job, with or without reasonable accommodation, when no elevator or lift is present.
Work EnvironmentJob required tasks routinely involve a potential for mucous membrane or skin contact with blood, body fluids, tissues or potential spills or splashes. Use of appropriate personal protection measures is required for every healthcare provider in these positions. Require to routinely use standard office equipment such as laptop, computer, mouse, and photocopier.
