Department: Support Operations
Reports To: Senior Manager, 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 ensuring all clinical appointments are accurately scheduled, prepared in advance, and supported prior to the visit. This role provides leadership, operational oversight, training, process optimization, and cross-department collaboration to ensure the team consistently delivers accurate, compliant, and efficient clinical coordination across all markets.
This leader ensures the team executes accurate scheduling workflows, coordinates clinical preparations, and proactively mitigates issues that could impact the schedule.
Key Responsibilities
Team Leadership & Performance Management
- Lead, mentor, and develop Clinical Coordinators to ensure high standards of accuracy, communication, and accountability
- Conduct regular 1:1s, performance reviews, and ongoing training refreshers
- Oversee team scheduling, workload balancing, and coverage across markets
- 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
- Ensure all appointments meet readiness requirements, including medical clearance, insurance verification, pre-medication coordination, FS/MAR confirmation, and lab case
- Ensure appointments are scheduled timely, efficiently, and accurately in alignment with provider availability, market zoning, and clinical protocols
- Monitor real-time schedule activity and readiness metrics to maintain schedule stability and reduce disruptions
- Track cancellations, reschedules, and visit delays and ensure timely escalation and resolution
- Root-Cause Analysis & Continuous Improvement
- Analyze recurring scheduling and readiness barriers (e.g., clearance delays, facility responsiveness, lab turnaround)
- Identify trends and operational friction points across markets and coordinators
- Develop preventive strategies and implement workflow updates or SOP improvements
- Support system optimization, automation initiatives, and process refinements in CareStack and Healier
- Cross-Functional Collaboration
- Partner across multiple departments to ensure seamless patient flow and elevated service delivery
- Serve as an escalation point for complex coordination needs or facility/provider concerns
- Communicate trends, risks, and updates to internal partners and leadership
- Data, Reporting & Accountability
- Monitor and report team performance and operational health indicators, including:
- Timely, efficient, and accurate appointment scheduling
- Appointment readiness accuracy
- Reschedule and cancellation rates
- Medical clearance timeliness
- Insurance verification compliance
- Provide weekly insights, prevention actions, 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, pre-med & medical clearance processes, insurance verification, lab case coordination, and multi-facility scheduling
- Leadership: Demonstrated success managing remote teams, coaching performance, and implementing process improvements
- Skills:
- Excellent communication and relationship-building skills
- Strong organizational and prioritization abilities
- Ability to remain calm and solution-focused in a fast-paced environment
Key Competencies
- Leadership & team development
- Proactive problem solving & root-cause thinking
- Workflow optimization & accuracy
- Accountability & attention to detail
- 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: Enjoy a competitive hour rate ranging from $25.00-$27.00/hr
Perks: Enjoy a comprehensive benefits package that includes Medical, Dental, Vision coverage, a 401(k) plan (with 3% match), Life Insurance, and generous Paid Time Off to help you recharge and thrive.
