Overview

Department: Support OperationsReports To: Director, Support OperationsLocation: Remote (U.S.)Position Type: Full-Time, ExemptPosition SummaryThe 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 ResponsibilitiesTeam Leadership & Performance ManagementLead, 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 ownershipAppointment Readiness & Schedule ReliabilityMonitor 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 appropriatelyRoot-Cause Analysis & Continuous ImprovementAnalyze 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 HealierCross-Functional CollaborationPartner 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 neededData, Reporting & AccountabilityMonitor 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 HealierRequirementsQualificationsExperience: 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 understandi