Clinical Coordination Manager

Department: Support Operations Reports To: Director, 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 maintaining accurate, appropriately filled provider schedules across all markets. This role provides leadership, operational oversight, training, workload management, process improvement, and cross-department collaboration to support consistent scheduling performance. This leader sets daily and weekly priorities, delegates work, holds the team accountable, monitors current and upcoming schedule health, and identifies risks before they impact provider days. The manager ensures accepted treatment and unscheduled new-patient backlogs are actively worked and that scheduling barriers are tracked and escalated to the appropriate owner. Key Responsibilities Team Leadership & Performance Management • Lead, mentor, and develop Clinical Coordinators through clear priorities, delegation, accountability, and follow-through • Conduct regular 1:1s, performance reviews, coaching, and ongoing training refreshers • Oversee team scheduling, workload balancing, and coverage across markets based on provider days, appointment volume, and overall workload • 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 • Monitor the 0-14-day schedule and upcoming weeks to identify open capacity, underfilled provider days, and scheduling risks early • Ensure accepted treatment and unscheduled new-patient backlogs are actively worked in accordance with provider availability, market zoning, and scheduling priorities • Ensure Clinical Coordinators identify, track, and escalate scheduling barriers, including outstanding medical clearances, insurance verification, pre-medication needs, facility documentation, and lab-case concerns, to the appropriate department or owner • Monitor Clinical Days at Goal and schedule disruptions to ensure timely follow-up and improve filled provider days across applicable markets • Ensure schedules are entered timely and accurately while production-based scheduling remains focused appropriately Root-Cause Analysis & Continuous Improvement • Analyze recurring scheduling barriers, backlog trends, fall-aparts, and schedule-health concerns to identify operational gaps and root causes • Develop preventive strategies and implement workflow or SOP improvements within Clinical Coordination • Coordinate any workflow change affecting another department or external partner with the appropriate department leader or Account Manager before implementation • Support system optimization, automation initiatives, and process refinements in CareStack and Healier Cross-Functional Collaboration • Partner across departments to resolve scheduling barriers, maintain clear ownership, and support consistent patient flow • Serve as an escalation point for complex scheduling needs or facility and provider concerns • Independently address department concerns, communicate risks and updates, and escalate to the Director when additional leadership support is needed Data, Reporting & Accountability • Monitor and report team performance and operational health indicators, including: • Clinical Days at Goal • 0-14-day schedule health and upcoming provider weeks • Accepted treatment and unscheduled new-patient backlog progress • Schedule-entry timeliness • Reschedule, cancellation, and fall-apart trends • Outstanding scheduling barriers and escalations • Provide weekly insights, actions taken, next steps, 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, provider scheduling, multi-facility coordination, pre-med & medical clearance processes, insurance verification, lab case coordination, and multi-facility scheduling • Leadership: Demonstrated success managing remote teams, assigning and delegating work, coaching performance, holding employees accountable, and implementing process improvements. • Skills: • Excellent communication and relationship-building skills • Strong organizational, delegation, and prioritization abilities • Ability to independently assess problems, make decisions, and follow through • Ability to remain calm and solution-focused in a fast-paced environment Key Competencies • Leadership & team development • Delegation, accountability & follow-through • Proactive problem solving & root-cause thinking • Schedule-health oversight & wor...