Clinical Operations Manager - Virtual Primary Care

Job Title: Clinical Operations Manager - Virtual Primary Care

Location: Remote - United States

Employment Type: FT Exempt

Direct Reports: Supervisors

CareTalk Health

CareTalk Health is a virtual primary care practice serving Medicare patients across the country through partnerships with health plans. We do everything a traditional primary care office does — annual visits, chronic condition management, preventive screenings, medication reviews, referrals and follow-up — without a physical waiting room. Our providers, nurses, and patient support staff see patients by video and phone, every weekday and on weekends.

About the Role

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.

Key Responsibilities

Daily Practice Operations

• 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.

Intraday Staffing & Coverage

• 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.

  Patient Access & Communication

• 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.

Performance, Quality & Compliance

• 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.

Team Leadership, Retention & Engagement

• 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.

Required

• 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.

Preferred Qualifications

• Active or previously held clinical license or certification (RN, LPN/LVN, or certified MA).
• Experience supporting Medicare Advantage or health plan quality programs, including annual wellness visits and preventive care measures.
• Experience in a growing healthcare organization where the work changes quickly.

Core Competencies

• Stays calm and decides quickly; comfortable making the call with incomplete information and correcting course fast.
• Detail-oriented without losing sight of the bigger picture.
• Credible with nurses and clinical staff, and credible with executives.
• Self-directed and highly organized in a remote environment.
• Bias toward documenting, standardizing, and simplifying what is currently manual.

Work Location Requirement

This is a remote U.S.-based position. Employees must perform all work physically within the United States. International work is not permitted during scheduled work hours.

Work Environment 

This is a remote position and may be “on camera” at any time. You will work from a home office, requiring reliable internet connectivity and a secure, private workspace.

Technical Requirements:

• Computer:
  • Windows or Apple (macOS) Computer ONLY (NO Chromebooks, Linux Machines, or Smartphones)
  • Must have at least Windows 10 or macOS 14 Sonoma.
• Hardware: 
  • Processor: Intel Core i5 or AMD Equivalent (Windows); Apple Silicon (Macs)
  • RAM: 16 GB
• Headphones: Wired headphones required for optimal audio quality. (NO built-in mics)
• Internet Speed: Meet minimum internet speed requirements (100 MBPS download speed and 50 MBPS upload speed). Must have an ethernet cable connecting computer directly into router.
• Browser and System: Use Google Chrome with Amazon Workspaces (regardless of computer type). 
• Webcam: A webcam is required for video calls. Most laptops have a built-in webcam, which is acceptable. If your computer does not have a webcam, you will need to use an external webcam.
• Recommended Equipment: A second monitor is highly suggested for laptop users; dual monitors for PC users. 

CareTalk Health is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

California applicants: Please review our California Applicant Privacy Notice at Collection before applying. The notice explains the categories of personal information we collect, how we use and retain it, whether we sell or share it, and your privacy rights under California law: https://caretalkhealth.com/california-privacy-notice.