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About the Role
Oversee daily staffing and workflow across physician teams, translating the company mission into the daily patient experience. This hands-on leadership role requires a thorough understanding of Clinical Assistant and offshore staff responsibilities, assigning and monitoring work, coordinating coverage, supporting staff, and ensuring patient-related tasks are completed accurately and on time. The ideal candidate combines strong fertility workflow knowledge with the ability to direct others, resolve problems quickly, and consistently follow tasks through completion.
Responsibilities
- Create and maintain Clinical Assistant schedules to support physician appointments, patient care needs, and departmental responsibilities.
- Coordinate CA schedule swaps, time-off coverage, callouts, and same-day staffing changes.
- Ensure schedule changes are communicated promptly to affected staff, physicians, and offshore teams.
- Assign daily responsibilities based on staff competency, appointment volume, and workload.
- Redistribute work when priorities change or coverage is limited.
- Step in to support appointments and complete tasks within training and authorized scope when needed.
- Provide on-call backup support and participate in periodic on-call shifts, ensuring appropriate escalation and handoff of time-sensitive issues.
- Oversee delegated work across onshore and offshore teams, ensuring each task has a clear owner, deadline, and expected outcome.
- Review offshore staff tags and requests in designated Teams channels to confirm they have been answered and acted upon.
- Follow unresolved requests through completion, including missing cycle plans, patient emails, records, and appointment follow-up.
- Identify overdue tasks, determine the reason for delays, and resolve blockers or reassign work as needed.
- Escalate issues requiring physician, nursing, laboratory, finance, or leadership involvement and confirm that a resolution is obtained.
- Ensure outstanding tasks are handed off appropriately during shift changes, absences, weekends, and holidays.
- Monitor patient email workflows to ensure timely responses and appropriate routing of clinical questions.
- Confirm that follow-up tasks generated during in-person and virtual appointments are completed.
- Oversee medical records completion, including obtaining outside records, uploading documents, and tracking missing documentation.
- Monitor outstanding notes, letters, reports, and other required chart items through completion and appropriate approval.
- Review documentation for completeness and consistency, flagging discrepancies for correction.
- Ensure clinical interpretation, treatment decisions, and approvals remain with appropriately qualified and authorized staff.
- Train and coach CAs and offshore support staff on assigned workflows, communication standards, and documentation expectations.
- Assess staff competency and identify areas requiring additional training or supervision.
- Provide clear, timely feedback on accuracy, efficiency, responsiveness, and follow-through.
- Address repeated missed responsibilities and document concerns in coordination with departmental leadership.
- Maintain cross-training and backup coverage for essential responsibilities.
- Reinforce a team culture of ownership, clear communication, and reliable completion.
- Review daily checklists and outstanding queues to verify that tasks are completed or appropriately escalated.
- Identify recurring workflow gaps and implement practical improvements.
- Track overdue items, incomplete records, unanswered requests, and repeated errors.
- Provide leadership with concise updates on staffing needs, unresolved concerns, and team performance.
- Maintain current workflow instructions and communicate changes to onshore and offshore staff.
Requirements
- Prior experience in fertility, reproductive medicine, or a comparable outpatient clinical setting.
- Demonstrated experience supervising staff, coordinating schedules, training employees, or leading daily workflows.
- Strong understanding of fertility patient coordination, appointment support, cycle-plan workflows, medical records, and patient communication.
- Ability to learn and independently perform core CA and offshore support workflows within training and authorized scope.
- Strong organizational skills, sound judgment, and attention to detail.
- Ability to prioritize competing demands, delegate clearly, and hold staff accountable professionally.
- Proficiency with electronic medical records, Microsoft Teams, Outlook, and shared tracking tools.
- Experience with eIVF and offshore support teams preferred.
- Scheduling flexibility is required to support clinic coverage, including occasional early mornings and additional evening, weekend, or holiday coverage based on operational needs.
- Must remain accessible during assigned coverage, respond promptly to time-sensitive matters, and coordinate appropriate escalation to physicians or other qualified clinical staff.
- Expected to maintain visibility into daily workload, respond promptly to staffing changes, and ensure time-sensitive responsibilities are completed or handed off to a named staff member before leaving for the day.
Skills
- Fertility workflow knowledge
- Staff supervision
- Schedule coordination
- Problem resolution
- Task completion
- Patient care coordination
- Appointment support
- Cycle-plan workflows
- Medical records management
- Patient communication
- Electronic medical records (EMR)
- Microsoft Teams
- Microsoft Outlook
- Shared tracking tools
- eIVF (preferred)
- Offshore support team management (preferred)
Location
- Onsite
Work Type
- Full-time
Experience Level
- Leadership role
- Supervisory experience
Salary/Compensations
- $90,000—$120,000 USD
About the Company
- Generation Next Fertility is committed to redefining fertility care for the next generation of women through personalized care, compassionate communication, and seamless clinical coordination.
- Offers a unique opportunity to help build the future of women's healthcare.
- Team members are given meaningful responsibility, direct exposure to leadership, and the opportunity to contribute to a mission-driven organization focused on redefining fertility care through innovation, empathy, education, empowerment, and operational excellence.