The Role

We are hiring a Lead Clinical Coordinator to oversee the operations and management of our Clinical Coordinator team. This role is crucial in ensuring that our Clinical Coordinators are empowered to provide exceptional care, while also maintaining efficient workflows across the clinical team. The Lead Clinical Coordinator will report directly to the Director of Clinical Services.

What you’ll do: Clinical Support:

• Oversee and ensure the smooth execution of clinical care coordination, including the preparation and support of Clinicians for patient visits, support of Health Coaches, managing patient inquiries, and assisting in customer service support.
• Oversee lab operations and coordination, including managing lab requests, answering test-related inquiries, managing the lab test database, and ensuring timely and accurate processing of lab orders and communication of results.
• Oversee customer support activities via our call center and messaging center, ensuring that patient clinical inquiries are addressed promptly and effectively.
• Monitor and adjust assignments for Clinical Coordinators based on workload, ensuring that all team members are effectively utilized and that clinical tasks are completed in a timely manner.
• Develop and maintain Standard Operating Procedures (SOPs) for the Clinical Coordination team, ensuring consistent and efficient practices.
• Track and analyze key performance metrics to ensure that clinical care standards are being met and identify areas for improvement.
• Problem-solve and/or support Clinical Coordinators in the resolution of patient concerns.
• Support clinicians, health coaches, and members to assist in clinical support responsibilities.

People Management:

• Lead and manage the Clinical Coordination team, including conducting regular 1:1 meetings to provide support, feedback, and development opportunities. Organize and facilitate team meetings to ensure alignment, share updates, and address any operational challenges.
• Monitor team metrics on a biweekly basis to ensure Clinical Coordinators are performing effectively.
• Oversee the onboarding and training of new Clinical Coordinators, ensuring they are fully equipped to perform their roles effectively.
• Foster a positive and collaborative team environment, encouraging open communication and continuous learning.
• Handle time-tracking review and approve hours worked, ensuring accuracy and compliance with company policies.
• Provide additional support to team members when needed, particularly during periods of high workload or when team members are out of the office.

Subject Matter Expertise:

• Communicate in-depth knowledge of company products, clinical coordination best practices, and clinical operations policies and procedures.
• Collaborate with Clinical, Product, and Operations teams to enhance our products and tools, ensuring an optimal experience for both members and providers.
• Oversee customer service initiatives, ensuring consistent, high-quality support across all member interactions.
• Manage lab coordination processes, ensuring efficient and accurate processing of lab orders and results.

Qualifications

• Bachelor’s degree or equivalent experience in healthcare, operations, or clinical care.
• A minimum of 2 years of experience in virtual healthcare people management role and a minimum of 2 years of additional clinical support experience
• Strong leadership and team management skills, with a proven ability to support and develop a team.
• Excellent communication skills, both written and verbal, with the ability to clearly convey complex information.
• A detail-oriented mindset with strong organizational skills.
• Proactive approach with the ability to work autonomously and prioritize effectively.
• Familiarity with clinical administrative systems (EMR) and testing portals preferred.
• Experience in healthcare tech or start-up environments is a plus.

The Company

Parsley Health is a digital health company with a mission to transform the health of everyone, everywhere with the world's best possible medicine. Today, Parsley Health is the nation's largest health care company helping people suffering from chronic conditions find relief with root cause resolution medicine. Our work is inspired by our members’ journeys and our actions are focused on impact and results.