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-throughConduct regular 1:1s, performance reviews, coaching, and ongoing training refreshersOversee team scheduling, workload balancing, and coverage across markets based on provider days, appointment volume, and overall workloadSupport onboarding and competency development for new team membersFoster 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 earlyEnsure accepted treatment and unscheduled new-patient backlogs are actively worked in accordance with provider availability, market zoning, and scheduling prioritiesEnsure 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 ownerMonitor Clinical Days at Goal and schedule disruptions to ensure timely follow-up and improve filled provider days across applicable marketsEnsure 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 causesDevelop preventive strategies and implement workflow or SOP improvements within Clinical CoordinationCoordinate any workflow change affecting another department or external partner with the appropriate department leader or Account Manager before implementationSupport 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 flowServe as an escalation point for complex scheduling needs or facility and provider concernsIndependently 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 Goal0-14-day schedule health and upcoming provider weeksAccepted treatment and unscheduled new-patient backlog progressSchedule-entry timelinessReschedule, cancellation, and fall-apart trendsOutstanding scheduling barriers and escalationsProvide weekly insights, actions taken, next steps, and performance updates to leadershipEnsure accurate documentation standards in CareStack and Healier Requirements Qualifications Experience: 5+ years in dental, medical, or clinical scheduling/coordination; minimum 2 years leadership experienceSystems: Experience with CareStack, or similar EMR platforms and Google Suite requiredKnowledge: Strong understanding of medical/dental workflows, provider scheduling, multi-facility coordination, pre-med & medical clearance processes, insurance verification, lab case coordination, and multi-facility schedulingLeadership: Demonstrated success managing remote teams, assigning and delegating work, coaching performance, holding employees accountable, and implementing process improvements. Skills:Excellent communication and relationship-building skillsStrong organizational, delegation, and prioritization abilitiesAbility to independently assess problems, make decisions, and follow throughAbility to remain calm and solution-focused in a fast-paced environment Key Competencies Leadership & team developmentDelegation, accountability & follow-throughProactive problem solving & root-cause thinkingSchedule-health oversight & workload managementWorkflow optimization & accuracyEfficient decision-making & prioritizationCross-functional collaborationService-minded communi