Clinical Operations Manager - Virtual Primary Care

The Clinical Operations Manager for Virtual Primary Care runs the day-to-day operation of that office. You make sure the doors open on time, providers have full schedules, patients are reached and prepared for their appointments, staff are in place when patients need them, and problems are solved while the patient is still with us. You lead through a team of supervisors, and you are accountable for how many patients we see, how well we take care of them, and whether the people doing that work stay with us.

• Run the practice each day from open to close — confirm staff are in place before the first appointment and that every scheduled patient is seen.
• Follow appointment activity throughout the day: which providers are running behind, which patients have not connected, where visits are being missed — and correct it in the moment.
• Keep the practice covered during its busiest hours, including planning for breaks, lunches, and unplanned absences.
• Lead daily team meetings and shift handoffs so changes in workflow, program requirements, or technology reach staff the same day.
• Own escalations — a visit that fails, a technology outage, an unhappy patient — through resolution, and address the underlying cause so it does not repeat.

• Execute against the published staffing plan — confirm the day is covered, and make the intraday calls when it is not: reassign staff, shift break and lunch timing, and redirect coverage to where patients are waiting.
• Manage schedule adherence, shift swaps, and same-day absences; approve overtime within plan and escalate anything structural to workforce operations.
• Give the workforce operations team the intraday reality behind the numbers — where the plan held, where it broke, and what actually drove it — so the next forecast is better.
• Participate in interviewing, selection, and onboarding for the practice, and flag coverage gaps early so hiring can start on time.

• Oversee how patients reach the practice and how the practice reaches them — inbound calls, outbound outreach, and text messaging — with attention to how quickly patients are answered and how they are treated.
• Partner with technology teams on the phone and messaging systems that support the practice, including call routing, staff access, and patient contact preferences.
• Drive appointment scheduling and visit completion across programs while keeping the patient experience unhurried and respectful.

• Maintain the daily and weekly reporting on how the practice is performing; identify what is changing, quantify the impact, and bring recommendations rather than raw data.
• Set clear productivity and quality expectations for each role; coach supervisors on performance conversations, documentation, and accountability.
• Partner with clinical leadership and quality to ensure workflows meet clinical standards, HIPAA, and health plan requirements, and support audits and reporting requests.
• Help design, document, test, and train staff on new workflows as the practice adds programs, partners, and capabilities.

• Lead, develop, and hold accountable a team of supervisors; build bench strength and clear role boundaries between leads and supervisors.
• Own retention for the teams under you — set the expectation that attrition is a managed number, not a weather event.
• Track turnover and understand why people leave; act on what you learn through onboarding, workload, scheduling practices, growth paths, and the quality of frontline supervision.
• Drive employee satisfaction and engagement deliberately, on the understanding that how our staff experience their work is what patients feel on the other end of the visit.
• Foster a culture where remote team members are visible, connected, and recognized.

• Healthcare background required — direct experience in a clinical, medical practice, or patient-facing healthcare setting, with a working understanding of clinical roles and scope of practice.
• Experience in a virtual care practice or contact center environment is required — telehealth, virtual or multi-site medical practice, care management, or a healthcare contact center.
• Demonstrated ability to manage multiple concurrent workflows — running the day, handling escalations, reporting, and project work at the same time without losing track of any of them.
• Minimum of 3 years of people leadership experience, including managing supervisors or team leads in a clinical or high-volume service setting.
• Experience managing coverage, adherence, and real-time staffing decisions against a published schedule.
• Demonstrated success retaining staff and reducing attrition, ideally in a remote or high-volume environment.
• Comfortable with data — able to build and read operational reports in Excel or a dashboard and turn what they show into a specific decision.
• Proficiency with electronic health record and practice management systems, telehealth platforms, and phone or messaging systems used to reach patients.
• Understanding of HIPAA, patient privacy, and healthcare compliance obligations in a remote work environment.
• Availability to support extended hours of operation, including weekend and holiday coverage on a rotating basis.