Clinical Services Manager

JOB DESCRIPTION Clinical Services Manager Reporting To: Bermuda Country Manager

Location: Bermuda

Position Summary The Clinical Services Manager is a senior member of the NMAC Management Team responsible for the operational leadership, coordination and performance of clinical services across the practice. The position is accountable for ensuring that NMAC has the appropriate provider capacity, nursing resources, clinical support, scheduling, workflows and operational infrastructure required to deliver safe, efficient and high-quality clinical services. The Clinical Services Manager provides operational oversight of healthcare providers, nursing personnel, Virtual RNs, clinical support staff, provider scheduling and referral coordination. The role requires strong people leadership, operational management, KPI management, problem-solving, business awareness and change leadership. The position is expected to operate beyond the traditional scope of nursing supervision and contribute actively to the overall operational and business performance of NMAC.

Clinical Services Leadership

• Oversee the day-to-day operation of NMAC clinical services.
• Coordinate clinical activity across providers, nursing personnel and clinical support teams.
• Ensure appropriate staffing and clinical resources are available to support scheduled services.
• Identify operational barriers affecting clinical service delivery and implement timely solutions.
• Ensure clinical workflows support efficient, safe and patient-centered care.
• Coordinate implementation of new or expanded clinical services.
• Work collaboratively with providers to improve clinical-service efficiency and utilization.
• Ensure appropriate escalation of clinical concerns to the Medical Director.

Provider Operations & Scheduling

• Own provider scheduling and clinical capacity management.
• Develop and maintain provider schedules, clinical rosters and clinical sessions.
• Manage provider leave, absences and operational coverage.
• Ensure provider schedules are established sufficiently in advance to support effective patient scheduling.
• Coordinate changes to provider availability with the Practice Operations Manager.
• Monitor provider capacity, availability, schedule adherence and utilization.
• Identify underutilized provider sessions and operational capacity constraints.
• Coordinate provider schedules with nursing, rooms, equipment and other clinical resources.
• Work with the Country Manager to monitor provider productivity and utilization.
• Escalate persistent provider scheduling, availability or productivity concerns.
• Support service-line planning by determining clinical capacity required to meet patient demand.

Nursing & Clinical Workforce Management

• Provide management oversight of on-site nursing personnel, Virtual RNs, clinical assistants/support personnel and Clinical Team Leads/Supervisors.
• Establish clear performance expectations and manage staffing and workforce deployment.
• Monitor attendance, punctuality, reliability and performance.
• Conduct regular one-to-one meetings, team meetings and performance reviews.
• Provide coaching, feedback, recognition and development.
• Address underperformance promptly and appropriately.
• Identify training and competency requirements.
• Develop Team Leads/Supervisors as future management resources.
• Participate in recruitment, interviewing, onboarding and workforce planning.
• Work with UCG Human Resources on formal employee-relations and disciplinary matters.
• Act as an active people manager, not solely a technical or administrative supervisor.

Virtual RN Services

• Establish appropriate Virtual RN workflows and allocate responsibilities between virtual and on-site nursing personnel.
• Monitor Virtual RN workload, productivity, turnaround times and completion of assigned clinical work.
• Ensure effective communication between Virtual RNs, providers and on-site clinical teams.
• Establish clear escalation pathways and appropriate documentation within NMAC systems.
• Identify opportunities to expand appropriate virtual nursing support.
• Ensure Virtual RN services remain integrated into overall clinical operations.

Referral Management & Closed-Loop Referral Coordination

• Own NMAC's operational referral-management process from initiation through completion.
• Ensure referrals are processed promptly and outstanding referrals are actively tracked.
• Ensure patients receive appropriate follow-up and coordinate with referring providers and external specialists/services as required.
• Monitor referral completion and ensure reports/results are received following external referrals.
• Ensure relevant information is returned to the referring provider.
• Establish escalation processes for overdue or unsuccessful referrals.
• Monitor referral turnaround times and maintain appropriate referral documentation.
• Identify systemic barriers affecting referral completion.
• Work with Health Informatics to develop referral dashboards and reporting.
• Maintain a closed-loop process: referral initiated -> processed -> patient contacted -> appointment/service coordinated -> referral completed -> report/results obtained -> provider notified -> referral closed.

Clinical Capacity & Resource Management

• Match provider, nursing, Virtual RN, clinical support, room, equipment and service-specific resources to service demand.
• Identify unused clinical capacity, scheduling bottlenecks, staffing constraints and room/equipment constraints.
• Identify opportunities to increase provider utilization and improve clinical workflows.
• Plan resource requirements associated with service growth.

Clinical Workflow & Operational Improvement

• Map and evaluate clinical workflows and identify unnecessary delays, duplication and bottlenecks.
• Standardize workflows where appropriate and implement operational improvements.
• Measure the impact of changes and document approved processes through SOPs.
• Collaborate with Practice Operations on patient flow.
• Collaborate with Population Health & Quality on performance data, identified gaps and improvement initiatives.
• Lead implementation of approved clinical operational initiatives.
• Identify problems, develop solutions and implement change rather than relying on senior leadership to resolve routine operational issues.

Clinical Standards & Competency

• Maintain appropriate nursing and clinical competencies.
• Ensure clinical staff understand relevant protocols and SOPs.
• Coordinate competency assessments and required training.
• Monitor clinical documentation standards.
• Support infection-prevention and control requirements.
• Ensure appropriate medication-management processes.
• Ensure clinical equipment and treatment/procedure rooms are appropriately maintained, available and ready.
• Escalate significant clinical risks to the Medical Director.
• Formal patient-safety monitoring, quality monitoring and compliance assurance sit with the Population Health & Quality function, creating appropriate separation between service delivery and organizational assurance.

KPI & Performance Management

• Establish, monitor and improve departmental KPIs with Health Informatics and the Country Manager.
• Measures may include provider availability, utilization and schedule adherence; clinical session utilization; nursing productivity; staffing efficiency; Virtual RN productivity; referral turnaround and closed-loop completion; documentation completion; service capacity; patient flow; overtime/labour utilization; and relevant clinical-service quality indicators.
• Interpret performance data, identify causes of underperformance and implement corrective action.

Financial & Business Accountability

• Understand NMAC's principal clinical revenue streams and how provider capacity and utilization affect revenue.
• Understand the financial consequences of unused clinical capacity.Monitor labour utilization and overtime and manage clinical resources responsibly.
• Identify operational opportunities to improve productivity.
• Participate in budgeting, workforce planning and business cases for new services, staffing and equipment.
• Work with the Country Manager to achieve approved financial and operational targets.
• Participate actively in NMAC monthly business-performance reviews.
• Understand the commercial consequences of clinical operational decisions while recognizing that UCG Finance retains formal finance oversight.

Financial & Business Accountability

• Understand NMAC's principal revenue streams and how patient recalls, activation, retention and utilization affect business performance.
• Quantify opportunities within eligible patient populations and monitor conversion into appointments and completed activity.
• Identify revenue leakage associated with incomplete recalls, missed care opportunities or poor follow-up.
• Measure campaign return and operational effectiveness.
• Contribute to planning and budgeting and manage departmental resources responsibly.
• Participate in monthly NMAC business-performance reviews and work with the Country Manager to achieve approved objectives.
• Ensure commercial targets never override clinical judgment . click apply for full job details