Clinical Practice Manager (100% Remote)

Vori Health•Nashville, TN

4d•Remote

About The Position

Vori Health is a virtual-first, nationwide musculoskeletal medical practice dedicated to evidence-based care for the whole person. Our unique model connects patients with a care team, including a physical medicine physician, health coach navigator, and physical therapist, to manage assessments and coordinate care. We aim to empower individuals to lead healthier lives. The Clinical Practice Manager, reporting to the Director of Central Operations, will oversee the administrative operations of the clinical practice and lead the Patient Support team. This role is crucial for ensuring patients receive timely, compassionate, and effective assistance throughout their care journey, while enabling clinicians to provide high-quality virtual care. Key responsibilities include managing patient support operations, clinician scheduling and capacity, administrative clinical workflows, new clinician onboarding, and coordination with external providers and partners. This leadership position collaborates closely with Clinical Operations, Patient Engagement, Product, Revenue Cycle Management, and other cross-functional teams to enhance the patient experience, maintain regulatory compliance, and ensure efficient practice operations.

Requirements

High school diploma or equivalent required.
Telehealth experience
2+ years of experience working as a Medical Practice Manager/Operator, or admin support to a clinical practice.
Strong knowledge of medical terminology, office procedures, and patient care practices.
Proficient with Microsoft Suite software such as Outlook, Work, Excel, and OneDrive.

Nice To Haves

Bachelor’s degree preferred in related field.
Organized: Skilled in juggling multiple tasks and working under pressure without sacrificing organization in communications and documentation.
Effective listener and communicator: Builds rapport and great working relationships with members and colleagues.
Highly collaborative, with excellent communication skills (verbal & written).
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.
Growth mindset; flexible and ready to roll with the changes.
Comfort with ambiguity: Adaptable and ready to stretch comfort zone in a fast-paced startup environment.
Experience with video chatting.
Experience with Google Suite, Slack, electronic health records or comfortable learning new technology.
Ability to identify priorities and take action to ensure urgent and important needs are addressed immediately.
Demonstrate entrepreneurial spirit, identifying and collaborating to solve complex problems, and drive continuous improvement efforts.
Bilingual (written and spoken) in Spanish.

Responsibilities

Lead, coach, and develop the Patient Support team responsible for assisting patients throughout their Vori Health experience.
Establish clear expectations, workflows, service standards, and performance goals for the Patient Support team.
Monitor team performance, workload, productivity, service levels, quality, and patient experience metrics.
Ensure timely and effective resolution of patient questions and concerns received through phone, email, chat, and other support channels.
Provide guidance and escalation support for complex, sensitive, or urgent patient situations.
Identify trends in patient questions, complaints, and operational barriers and partner with appropriate teams to address root causes.
Ensure appropriate staffing and workload distribution based on patient demand and operational priorities.
Develop and maintain Patient Support policies, procedures, training materials, and standard operating procedures.
Foster a patient-centered culture focused on empathy, accountability, responsiveness, and continuous improvement.
Partner with leadership to identify opportunities to improve the patient journey and reduce friction across scheduling, registration, clinical care, billing, and follow-up.
Create and maintain clinician schedules and publish appointment availability within the electronic health record.
Monitor clinician capacity, blocked time, time-off requests, time to next available appointment, and scheduling conflicts.
Facilitate clinician calendar changes and schedule adjustments based on patient demand and clinical leadership direction.
Analyze and report on clinician utilization, capacity, access, and other operational performance indicators.
Coordinate with external clinical service partners to obtain availability, communicate updates, support accurate scheduling, and provide billing information to Accounting.
Support patient scheduling and rescheduling when escalation or additional assistance is required.
Coordinate new clinician onboarding, including work schedules, onboarding plans, meetings, system access, scheduling configuration, and published biographies.
Provide administrative support to physicians, advanced practice providers, physical therapists, health coaches, registered dietitians, and other members of the clinical team.
Coordinate with internal and external healthcare partners to support continuity of care and efficient 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 the appropriate clinician when requested records or results are received.
Gather and securely transmit visit notes and other documentation to patients, providers, and external organizations.
Conduct daily checks to confirm clinical documentation has been transmitted to its intended recipients.
Assist with coordinating referrals, external appointments, and other patient care needs.
Communicate with external providers, facilities, insurance companies, and partners to support patient care.
Monitor relevant patient intake information and notify internal or external partners when action is required.
Monitor patient and clinician communications and ensure messages are routed and addressed appropriately.
Accurately enter and maintain information within the company’s electronic health record and other operational systems.
Maintain compliance with HIPAA, confidentiality requirements, healthcare regulations, and company policies in all patient and clinician interactions.
Participate in quality-assurance meetings, audits, and improvement projects.
Collaborate with cross-functional partners to identify and resolve operational challenges affecting patients and clinicians.
Lead or support the development, implementation, and training of clinical and Patient Support policies and procedures.
Maintain the Clinical Operations and Patient Support SOP libraries.
Support data collection and administrative activities related to clinical research and publications.
Identify opportunities to streamline workflows, improve service quality, and make better use of technology and automation.
Participate actively, with camera on when appropriate, during team huddles, meetings, and rounds.
Perform other projects and duties as assigned.
Directly manage and develop Patient Support team members.
Recruit, interview, select, onboard, and train new team members.
Establish individual and team performance expectations aligned with organizational goals.
Conduct regular one-on-one meetings, team meetings, performance evaluations, and development conversations.
Provide timely coaching, recognition, and corrective feedback.
Monitor attendance, schedule adherence, workload, productivity, quality, and service performance.
Address employee-relations and performance concerns in partnership with People Operations.
Build staffing and coverage plans that maintain reliable patient support.
Foster a culture of curiosity, collaboration, accountability, inclusion, and continuous learning.
Perform other projects and duties as assigned.