Customer Experience Clinical Coordinator (9AM - 6PM PT)

Solace

1d•Remote

About The Position

As a Clinical Operations Coordinator, you will play a critical role in ensuring seamless day-to-day operations for our growing telehealth provider workforce. You will provide real-time operational support to physicians, proactively manage schedules across 1099 and W2 providers, and serve as a key liaison between providers, patients, and internal teams when unexpected issues arise. This role is highly dynamic and requires someone who thrives in fast-paced, real-time problem solving. From responding immediately when a visit runs long, to coordinating coverage during physician call-outs or technical disruptions, you will help ensure continuity of care, fairness in scheduling, and a positive experience for both patients and physicians. You will also help track and evaluate provider utilization, no-show rates, and pilot scheduling initiatives (including evenings and weekends), providing insight that supports operational excellence and sustainable growth. This position requires availability for a 9:00 AM – 6:00 PM PT shift.

Requirements

Strong organizational skills and the ability to manage multiple real-time priorities without losing attention to detail
Comfort working in a fast-paced, provider-facing environment where quick decisions matter
Excellent communication skills, especially in high-pressure or time-sensitive situations
Experience with scheduling, staffing coordination, or workforce management (healthcare or telehealth experience strongly preferred)
Ability to work confidently with both providers and patients, maintaining professionalism and empathy
Data-aware mindset: comfortable tracking metrics such as utilization, no-shows, and coverage gaps
Proactive problem solver who anticipates issues and takes ownership of solutions
High degree of reliability, discretion, and sound judgment
Flexibility to support coverage during extended hours or weekends as pilots are launched
A team-first attitude with a “get it done” mentality
Applicants must be based in the United States.

Responsibilities

Provide real-time operational support to providers when immediate outreach is needed (i.e., rescheduling visits, contacting patients or family members)
Act as a central point of coordination with the Medical Director during provider call-outs, technical issues, or when visits extend beyond scheduled time
Manage and optimize schedules for a mixed workforce of 1099 and W2 physicians to ensure consistent staffing during peak demand
Proactively contact and support impacted patients when scheduling changes or delays occur
Monitor and help ensure fairness and consistency in leave usage, flagging outliers or concerns to leadership
Ensure provider calendars accurately reflect approved availability, identifying and escalating unapproved or anomalous blocks
Support pilot scheduling initiatives (evenings, weekends, extended hours) by tracking utilization, no-show rates, and provider participation
Maintain clear documentation and communicate operational issues, trends, and recommendations to leadership
Collaborate closely with clinical, operations, and technical teams to resolve issues quickly and effectively
Take on other operational duties as assigned in support of a growing telehealth organization