Senior Manager, Clinical Service Lines

EEO Statement Balboa United • San Diego, CA

18d • Hybrid

About The Position

The Clinical Service Line Manager builds and operates Balboa Nephrology Medical Group’s care-management service lines, beginning with Remote Patient Monitoring (RPM). The manager owns the work after eligible patients are identified by the data team: converting patients to enrolled, maintaining their engagement and participation, leading the Medical Assistant team delivering the program, and ensuring time and documentation support compliant billing and high-quality care. In partnership with a clinical dyad, the manager defines clinical triage workflows with advanced practice providers (APPs) and provides monthly patient updates to physicians. As programs mature, the role may support future clinical programs, including Chronic Care Management (CCM) and point-of-care screening initiatives.

The role directly supervises RPM Medical Assistants and oversees their hiring, training, scheduling, coaching, performance, and staffing coverage. It sets and monitors program targets and productivity standards; maintains documentation, policies, procedures, and audit readiness; partners with revenue cycle, data, business analysis, IT, and EHR teams; manages the RPM vendor relationship and service-line budget; and reports service-line performance monthly to the COO.

This is a hybrid position based out of the Hazard Way office in San Diego, California. Travel to other sites within San Diego County may be required. A background check is required. Supervisory duties are included.

Requirements

• Bachelor’s degree in healthcare administration, public health, nursing, or a related field.
• At least 5 years of experience in healthcare operations or clinical program management, including at least 2 years directly managing frontline clinical staff; Medical Assistants preferred.
• Hands-on experience running a care-management program such as RPM, CCM, or TCM in a physician group, health system, or MSO.
• Working knowledge of RPM/CCM billing, time-based documentation, and Medicare requirements.
• Demonstrated results improving patient enrollment, engagement, or retention metrics.
• Strong EHR and reporting skills and comfort managing to a dashboard.
• Ability to communicate in English, including speaking, hearing, reading, writing, typing, and responding, and to understand written and spoken clinical/medical vocabulary.
• Ability to meet the physical demands described in the posting, including lifting up to 35 pounds unassisted, standing for extended periods, repetitive movements, lifting and moving supplies, and safely ascending and descending stairs, with or without reasonable accommodation.

Nice To Haves

• Active California RN license, or an LVN/clinical background with significant care-management leadership.
• Experience in nephrology or another chronic disease specialty, such as CKD, diabetes, hypertension, or heart failure.
• Experience designing clinical escalation workflows with APPs or nursing staff.
• Lean, Six Sigma, or formal project management training, such as PMP or equivalent.

Responsibilities

• Own conversion of eligible patients to RPM enrollment and retention of enrolled patients, including ongoing engagement and data transmission.
• Design patient outreach strategies and scripts, test approaches, and adjust them based on conversion results.
• Oversee device onboarding, connectivity troubleshooting, returns, and reassignment.
• Set and track targets for conversion, retention, data-transmission compliance, and billable patient-months.
• Directly manage RPM Medical Assistants, including hiring, onboarding, training, scheduling, coaching, performance reviews, attendance, and staffing coverage.
• Build and maintain a positive, engaged MA team culture through recognition, huddles, one-to-ones, growth paths, and monitoring engagement and turnover.
• Set MA productivity standards and monitor daily and monthly performance, including caseloads, outreach volume, and interactive minutes per patient.
• Ensure MA time is accurately captured and documented, patient time thresholds are met, documentation is complete and timely, and work complies with scope-of-practice and supervision requirements.
• Audit MA documentation and provide feedback or retraining to address gaps.
• Develop MA competency in patient communication, device education, and escalation of concerns to clinical staff.
• Define clinical triage workflows with physician leadership, including alert thresholds, MA-to-APP escalation paths, response-time standards, and documentation requirements.
• Check in with APPs handling clinical triage, resolve workflow friction, and refine processes.
• Track escalation volume, response times, and outcomes.
• Prepare monthly reports for physicians about enrolled patients, including concerning trends, escalations, and engagement or enrollment status.
• Ensure documentation supports compliant RPM billing, including consent, ordering provider, device supply days, and monthly interactive time.
• Partner with revenue cycle on charge capture, denials, and payer-specific rules.
• Own the service-line dashboard covering conversion, retention, billable months, MA productivity, triage response, revenue, and cost; report monthly to the COO.
• Partner with data, business analyst, IT, and EHR teams on work queues, templates, and reporting.
• Maintain policies, standard operating procedures, and audit-ready documentation; manage the RPM vendor relationship and service-line budget.
• May support or lead future clinical programs such as CCM, point-of-care screening, and other care-management services.

Benefits

• Medical, dental, and vision coverage beginning on the first of the month 30 days after hire.
• Employer contribution of up to 7.5% of annual pay for a 401(k).
• Generous paid time off.
• Eight paid holidays.
• A birthday floating day off.
• A mental health day.
• Company-paid life insurance.
• 10% target bonus.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior