Manager, Clinical Operations, Intention Healthcare

Overview

Essen Health Care is the largest privately held, multispecialty medical group in New York, providing high-quality, compassionate care to some of the state’s most vulnerable and underserved residents.

Founded in 1999, we’ve grown from a single primary care office into a network of 50+ locations offering urgent care, primary care and specialty services, from women’s health to endocrinology and psychiatry.

We also provide nursing home support, care management services, and in-home medical services through our House Calls Division, Intention Health Care and facilitate smooth transitions between care settings including telehealth, in-person medical visits, and home care through Intention Health Care. Guided by a Population Health model, our team of 500+ providers deliver care in-person, at home, or via telehealth, ensuring patients get the support they need when and where they need it.

We’re looking for talented, motivated individuals to join our growing team. Whether you’re a medical provider, administrator, or operations professional, there’s a career here for you. Join us in making a real difference in the health of our community.

Job Summary

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. Alignes 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.  

Responsibilities

Clinical Call Center Oversight 

- Manages daily operations of the clinical phone line, ensuring timely and effective handling of patient inquiries - Promotes excellence in customer service and patient experience - Monitors workflows, identify inefficiencies, and implement process improvements - Supports care coordination and ensure accurate communication with clinical teams - Establishes and oversee quality assurance (QA) processes to monitor call quality, accuracy of information, and adherence to service standards - Ensures regular audits are conducted, provide feedback, and implement training to drive continuous improvement in phone line performance 

Lab and Diagnostic Imaging (DI) Management 

- Supervises Lab and Diagnostic Imaging teams and associated processes - Ensures adherence to clinical protocols and service quality standards - Monitors performance metrics, productivity, and turnaround times - Assists providers and staff with appropriate lab and imaging order placement - Drives continuous improvement in Lab and DI services - Develops and manage quality assurance (QA) programs to ensure accuracy, compliance, and consistency in lab and imaging services  

Consent Process Management 

- Oversees the end-to-end consent collection process for all patients, ensuring compliance with regulatory and organizational requirements - Ensures consents are obtained, accurately documented, and properly logged in a timely manner - Manages workflows related to sending, tracking, collecting, and documenting patient consents - Leads and supervise staff responsible for consent distribution, collection, and documentation, ensuring accuracy and completeness - Collaborates closely with medical leadership and providers, who play a key role in obtaining consents, to ensure alignment and accountability across clinical and administrative teams - Audits consent processes regularly to ensure adherence to standards and identify opportunities for improvement 

Operational Leadership 

- Partners with human resources for smooth onboarding of new providers, including providing access to computer systems and ensuring field time for orientation is managed. 

-Maintains 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. - Identifies opportunities for process improvement and operational efficiency - Supports leadership initiatives and organizational goals 

Qualifications

- 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) 

Skills & Competencies 

- 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, staff scheduling - Strong Microsoft Office skills (Excel, Word) 

Equal Opportunity Employer

Essen Health care is proud to be an equal opportunity employer, and we seek candidates who desire to work in and serve an ethnically diverse population.