Clinical Support Manager

Department: Scheduling

Reports Directly To: CEO/CFO

An exempt position responsible for providing supervision to appointment schedulers and serving as back-up support. This role ensures high-quality patient interactions, compliance with healthcare regulations (e.g., HIPAA), and achievement of performance metrics. The Clinical Support Supervisor provides leadership, coaching, and performance management to the scheduling team while maintaining excellent patient satisfaction.

Key Responsibilities

• Supervises and supports appointment schedulers, including participating in their hiring, training, and evaluation to ensure the most efficient matching of physician/clinician availability and patient preferences for time and date.
• Assumes role of appointment scheduler when scheduler is ill, on vacation, or as needed.
• Collaborates Multi-Platform Medical Scheduling software? Technology? on maintaining and upgrading the computerized scheduling system as needed to meet facility needs.
• Works with CEO/CFO and physicians/clinicians to ensure physician/clinician and patient appointment preferences are met.
• Acts as a resource for appointment schedulers when they encounter patient issues such as customer complaints or physician dissatisfaction with appointments.
• Produces reports on appointment patterns, trends, complaints, and outcomes and analyzes results. Makes recommendations about improvement opportunities.
• Maintains scheduling systems so records are accurate and complete and can be used to analyze scheduling patterns.
• Communicates as needed with physicians/clinicians and other staff about any patient concerns/issues related to scheduling.
• Use customer service principles and techniques to deal with patients calmly and pleasantly.
• Lead team meetings and training sessions as needed.
• Handle escalated or complex patient inquiries and complaints.

Ensure adherence to HIPAA and healthcare privacy regulations

Maintain accurate documentation in EMR/EHR systems

Follow organizational and healthcare policies

Performance Management

Track KPIs (call wait times, abandonment rates, resolution times)

Analyze performance reports and identify improvement areas

Implement process improvements to increase efficiency

Administrative Duties

Assist in training new staff

Manage time-off requests and scheduling

Collaborate with clinical and administrative departments

Requirements

Required Qualifications

• Associate’s Degree (Bachelor’s degree preferred)
• 2–5 years of healthcare experience, preferably in Orthopaedic setting
• 2–3 years of supervisory or leadership experience
• Knowledge of medical terminology and CPT codes
• Familiarity with EHR/EMR systems
• Strong understanding of HIPAA regulations

• Strong leadership and team management skills
• Excellent verbal and written communication
• Conflict resolution and problem-solving ability
• Data analysis and reporting skills
• Customer service excellence
• Ability to work in a fast-paced healthcare environment
• Being bilingual (Spanish) is a plus!

• Office call center environment
• High-volume, fast-paced setting