Department: Support Operations

Reports To: Director, Support Operations

Location: Remote (U.S.)

Position Type: Full-Time, Exempt

Position Summary

The Clinical Coordinator Department Manager oversees the Clinical Coordination team responsible for maintaining accurate, appropriately filled provider schedules across all markets. This role provides leadership, operational oversight, training, workload management, process improvement, and cross-department collaboration to support consistent scheduling performance.

This leader sets daily and weekly priorities, delegates work, holds the team accountable, monitors current and upcoming schedule health, and identifies risks before they impact provider days. The manager ensures accepted treatment and unscheduled new-patient backlogs are actively worked and that scheduling barriers are tracked and escalated to the appropriate owner.

Key Responsibilities

Team Leadership & Performance Management

Lead, mentor, and develop Clinical Coordinators through clear priorities, delegation, accountability, and follow-through
Conduct regular 1:1s, performance reviews, coaching, and ongoing training refreshers
Oversee team scheduling, workload balancing, and coverage across markets based on provider days, appointment volume, and overall workload
Support onboarding and competency development for new team members
Foster a positive, efficient, and collaborative culture grounded in service excellence and ownership

Appointment Readiness & Schedule Reliability

Monitor the 0-14-day schedule and upcoming weeks to identify open capacity, underfilled provider days, and scheduling risks early
Ensure accepted treatment and unscheduled new-patient backlogs are actively worked in accordance with provider availability, market zoning, and scheduling priorities
Ensure Clinical Coordinators identify, track, and escalate scheduling barriers, including outstanding medical clearances, insurance verification, pre-medication needs, facility documentation, and lab-case concerns, to the appropriate department or owner
Monitor Clinical Days at Goal and schedule disruptions to ensure timely follow-up and improve filled provider days across applicable markets
Ensure schedules are entered timely and accurately while production-based scheduling remains focused appropriately

Root-Cause Analysis & Continuous Improvement

Analyze recurring scheduling barriers, backlog trends, fall-aparts, and schedule-health concerns to identify operational gaps and root causes
Develop preventive strategies and implement workflow or SOP improvements within Clinical Coordination
Coordinate any workflow change affecting another department or external partner with the appropriate department leader or Account Manager before implementation
Support system optimization, automation initiatives, and process refinements in CareStack and Healier

Cross-Functional Collaboration

Partner across departments to resolve scheduling barriers, maintain clear ownership, and support consistent patient flow
Serve as an escalation point for complex scheduling needs or facility and provider concerns
Independently address department concerns, communicate risks and updates, and escalate to the Director when additional leadership support is needed

Data, Reporting & Accountability

Monitor and report team performance and operational health indicators, including:
Clinical Days at Goal
0-14-day schedule health and upcoming provider weeks
Accepted treatment and unscheduled new-patient backlog progress
Schedule-entry timeliness
Reschedule, cancellation, and fall-apart trends
Outstanding scheduling barriers and escalations
Provide weekly insights, actions taken, next steps, and performance updates to leadership
Ensure accurate documentation standards in CareStack and Healier

Requirements

Qualifications

Experience: 5+ years in dental, medical, or clinical scheduling/coordination; minimum 2 years leadership experience
Systems: Experience with CareStack, or similar EMR platforms and Google Suite required
Knowledge: Strong understanding of medical/dental workflows, provider scheduling, multi-facility coordination, pre-med & medical clearance processes, insurance verification, lab case coordination, and multi-facility scheduling
Leadership: Demonstrated success managing remote teams, assigning and delegating work, coaching performance, holding employees accountable, and implementing process improvements.
Skills:

Excellent communication and relationship-building skills
Strong organizational, delegation, and prioritization abilities
Ability to independently assess problems, make decisions, and follow through
Ability to remain calm and solution-focused in a fast-paced environment

Key Competencies

Leadership & team development
Delegation, accountability & follow-through
Proactive problem solving & root-cause thinking
Schedule-health oversight & workload management
Workflow optimization & accuracy
Efficient decision-making & prioritization
Cross-functional collaboration
Service-minded communication with professionalism and empathy

Work Environment

Fully remote role requiring reliable internet access
Requires ongoing communication with team members, facilities, providers, and internal departments via virtual platforms
Occasional travel for leadership meetings, in-field shadow sessions, or training as needed

Benefits

Compensation: Base compensation $60,000-65,000 annually

Benefits: Medical, Dental, Vision, 401(k), Life Insurance, Paid Time Off

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Clinical Coordination Manager

Skills

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