Position Summary
The Support Services Manager is responsible for leading and developing the administrative support team of a growing concierge primary care practice. This role oversees all non-clinical patient care operations, including referrals, medical records management, scheduling, phone triage workflows, patient communications, and care coordination activities. The Support Services Manager partners closely with the Clinical Nurse Supervisor and providers to develop, implement, and continuously improve workflows, protocols, and service standards that support exceptional patient experiences and operational efficiency.
As a key member of the leadership team, the Support Services Manager is expected to foster a culture of accountability, teamwork, and white-glove customer service while supporting patient membership retention and service recovery efforts.
Responsibilities
- Lead, coach, develop, and supervise administrative support staff.
- Establish performance expectations and conduct regular performance evaluations.
- Create staffing schedules and ensure appropriate coverage for daily operations.
- Promote a positive, professional, patient-centered workplace culture.
- Identify training needs and implement ongoing staff development initiatives.
- Monitor staff productivity, quality metrics, and service standards.
- Deliver an exceptional concierge-level patient experience through professional and responsive service.
- Manage patient concerns, complaints, and service recovery efforts with professionalism and empathy.
- Develop strategies to improve patient satisfaction and support membership retention.
- Ensure all patient interactions align with the practice's commitment to personalized care and service excellence.
- Act as an escalation point for complex patient service issues.
- Oversee referral management processes to ensure timely specialist referrals, authorizations, and follow-up.
- Oversee coordination of care activities across specialists, hospitals, imaging centers, laboratories, and other healthcare partners.
- Ensure timely communication and follow-up regarding patient care plans.
- Support continuity of care initiatives and proactive patient outreach efforts.
- Collaborate with clinical and administrative team members to remove barriers to patient care.
- Manage medical records requests, releases, and compliance with privacy regulations.
- Ensure scheduling workflows maximize provider efficiency while maintaining excellent patient access.
- Supervise phone triage support functions and ensure timely routing of clinical concerns to the appropriate care team members.
- Monitor administrative workflows and identify opportunities for efficiency and improvement.
- Partner with the Clinical Nurse Supervisor to develop, document, implement, and maintain workflow protocols and standard operating procedures.
- Ensure compliance with HIPAA and all applicable healthcare regulations.
- Maintain confidentiality and security of patient information.
- Participate in quality improvement initiatives and operational audits.
- Support implementation of best practices in patient communications and administrative operations.
- Evaluate operational processes and recommend improvements to increase efficiency, quality, and patient satisfaction.
- Support technology adoption and optimization of practice management systems and electronic health records.
Required
- Degree in Healthcare Administration, Business Administration, Healthcare Management, or related field preferred; equivalent experience may be considered.
- Minimum of 3-5 years of progressive management experience in a healthcare, medical practice, or related service environment.
- Demonstrated experience supervising and developing administrative teams.
- Strong customer service and patient relations experience.
- Experience with service recovery and resolving escalated patient concerns.
- Knowledge of referral management, scheduling workflows, medical records processes, and care coordination activities.
- Proficiency in Electronic Health Record (EHR) and practice management systems.
- Excellent written and verbal communication skills.
- Strong organizational, problem-solving, and decision-making abilities.
Preferred
- Experience in concierge, executive health, direct primary care, or other high-touch healthcare models.
- Experience supporting practice growth and operational scaling.
- Certification in healthcare management or leadership.
Pay: $58,000.00 - $60,000.00 per year
Benefits:
- 401(k) matching
- Employee discount
- Health insurance
- Paid time off
Work Location: In person
