Clinic Lead - Pain Management

About the role

CLS Health is a growing, physician-led healthcare system in Houston, Texas, focused on providing patients with holistic, multispecialty care. The Clinic Lead oversees clinic organization to ensure patients receive exceptional care and service throughout their healthcare journey. This role involves clinic management, including staff supervision, patient care coordination, administrative tasks, and maintaining compliance with healthcare regulations while fostering a patient-centric culture.

Responsibilities

• Train and coach staff to effectively communicate with patients, empathize with their needs, and provide accurate information regarding healthcare services, policies, and procedures.
• Develop and implement policies, procedures, and standards to ensure consistency and quality in service delivery.
• Coordinate monthly clinic team meetings.
• Organize and oversee the schedules and work of assigned staff.
• Conduct timely and constructive performance evaluations to identify and develop plans for areas of improvement.
• Handle discipline and termination of employees as needed and per company policy.
• Monitor key performance indicators (KPIs) related to patient satisfaction, wait times, response times, and resolution rates to identify areas for improvement.
• Oversee the coordination of patient care, including appointment scheduling, triage, and room assignments to ensure timely and efficient patient flow.
• Resolve patient complaints professionally and maintain a culturally sensitive environment.
• Ensure staff compliance with company guidelines related to quality of service.
• Maintain positive working relationships and coordinate activities with all customers in alignment with practice core values.
• Ensure the clinic complies with all relevant healthcare regulations, including HIPAA and OSHA standards.
• Implement and monitor quality assurance protocols and perform periodic audits to maintain high standards of patient care.
• Ensure optimal phone answer rate (> 85%) and clear voicemail boxes by the end of each day.
• Ensure medications are refilled promptly (same day) and create protocols with physicians regarding medication refills.
• Handle prior authorizations for medications and surgeries through various portals, fax, or phone.
• Oversee administrative functions such as billing, coding, medical records management, and inventory control.
• Supervise the ordering, storage, and utilization of medical supplies and equipment to maintain adequate stock levels.
• Oversee and provide direction to midlevel healthcare providers (e.g., physician assistants or nurse practitioners).
• Perform other related duties as assigned and travel to other CLS clinics as needed.

Qualifications

• Bachelor’s degree preferred; completion of a Medical Assistant program with a diploma or certification required.
• At least three years of customer service experience required.
• Previous experience in a Lead role preferred.
• Proven track record of delivering high-quality customer service and driving improvements in customer satisfaction and loyalty.

Skills

• Excellent management and leadership skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor staff.
• Proficient in Microsoft Office Suite or related software.
• Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.