Manager, Clinical Operations, Intention Healthcare

Essen Medical Associates•Bronx, NY

13d•Onsite

About The Position

Oversees clinical operations across several key areas of the medical practice to ensure high-quality patient care, efficient workflows, and exceptional customer service. These areas include: call center, laboratory and diagnostic imaging vendor relationships, consenting process and medical supplies. Aligns closely with onboarding new providers to provide a smooth process. Maintains a comprehensive understanding of operational processes and ensures compliance with organizational standards. Reports to VP, Clinical Excellence, Intention Healthcare. Maintains strong communication with Chief Clinical Officer as related to clinical programming and projects.

Requirements

Bachelor’s degree in Healthcare Administration, Business Administration, or related field (or equivalent experience)
3 years 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)
Strong leadership and team management skills
Ability to manage multiple workflows and teams
Experience with quality assurance and performance metrics
Knowledge of clinical workflows
Excellent communication and collaboration skills
Proficiency with EMR systems
Proficiency with staff scheduling
Strong Microsoft Office skills (Excel, Word)

Responsibilities

Manage daily operations of the clinical phone line, ensuring timely and effective handling of patient inquiries.
Promote excellence in customer service and patient experience.
Monitor workflows, identify inefficiencies, and implement process improvements.
Support care coordination and ensure accurate communication with clinical teams.
Establish and oversee quality assurance (QA) processes to monitor call quality, accuracy of information, and adherence to service standards.
Ensure regular audits are conducted, provide feedback, and implement training to drive continuous improvement in phone line performance.
Supervise Lab and Diagnostic Imaging teams and associated processes.
Ensure adherence to clinical protocols and service quality standards.
Monitor performance metrics, productivity, and turnaround times.
Assist providers and staff with appropriate lab and imaging order placement.
Drive continuous improvement in Lab and DI services.
Develop and manage quality assurance (QA) programs to ensure accuracy, compliance, and consistency in lab and imaging services.
Oversee the end-to-end consent collection process for all patients, ensuring compliance with regulatory and organizational requirements.
Ensure consents are obtained, accurately documented, and properly logged in a timely manner.
Manage workflows related to sending, tracking, collecting, and documenting patient consents.
Lead and supervise staff responsible for consent distribution, collection, and documentation, ensuring accuracy and completeness.
Collaborate closely with medical leadership and providers, who play a key role in obtaining consents, to ensure alignment and accountability across clinical and administrative teams.
Audit consent processes regularly to ensure adherence to standards and identify opportunities for improvement.
Partner with human resources for smooth onboarding of new providers, including providing access to computer systems and ensuring field time for orientation is managed.
Maintain a deep understanding of all related clinical and administrative processes.
Ensure alignment of workflows across call center including scheduling of acute telemed appointments to meet patient care needs.
Identify opportunities for process improvement and operational efficiency.
Support leadership initiatives and organizational goals.