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Griffin Concierge Medical (GCM) is a membership-based primary care practice dedicated to personalized, prevention-focused healthcare. Our members value a collaborative, long-term relationship with their family physician based on trust and mutual respect. At GCM, culture is an important part of our collective success, and we live our core values every day: Relationships—Not Transactions, Strive for the Win-Win, Never Stop Improving, Done. These values guide us in our interactions with each other and with our members to deliver exceptional care.

Position Overview

The Patient Care Coordinator (PCC) Manager oversees the performance, clinical coordination activities, and development of the PCC team across all locations. This role partners closely with physicians and operations leadership to ensure a seamless, high-touch, concierge-level member experience through effective care coordination, communication, operational oversight, and team accountability.

The ideal candidate thrives in a fast-paced environment and demonstrates strong leadership, clinical judgment, operational discipline, and a passion for delivering exceptional service. This position focuses on team performance, patient experience, KPI management, process improvement, regulatory compliance, and consistent execution of GCM’s elevated service standards.

Due to the complexity of patient needs, triage responsibilities, and care coordination activities, this position requires a licensed Nurse Practitioner (NP), Physician Assistant (PA), or RN Case Manager. This individual serves as a clinical resource to the PCC team, supporting escalation management, patient safety, continuity of care, and operational consistency. This role exercises independent judgment and discretion on matters of significance, including staffing decisions, patient escalations, service recovery, operational improvements, and team accountability.

Personnel/Human Resources Accountabilities

• Oversee all aspects of the PCC team member lifecycle, including recruitment, onboarding, training, development, performance management, and retention
• Establish performance expectations, monitor KPIs, and ensure accountability through regular coaching, feedback, corrective action, and recognition
• Conduct 1:1 meetings and performance reviews while supporting ongoing staff development in clinical coordination, communication, customer service, and hospitality standards
• Partner with leadership on staffing strategy, workforce planning, and operational coverage, including timecard approvals, PTO requests, and scheduling support
• Ensure adherence to company policies, service expectations, HIPAA compliance standards, and GCM’s culture of professionalism, ownership, and continuous improvement

Member Service Accountabilities

• Ensure all member interactions reflect GCM’s high-touch, concierge-level hospitality and service standards
• Oversee timely, accurate, and proactive communication across phone, text, email, and patient platforms
• Monitor response times, follow-through, patient satisfaction, and service consistency to ensure an exceptional member experience
• Address escalated patient concerns and lead service recovery efforts with professionalism, urgency, empathy, and discretion
• Support high-priority patient needs and identify opportunities to improve communication, satisfaction, and overall member experience

Operational & Clinical Coordination Accountabilities

• Oversee daily PCC operations including scheduling, triage, referrals, patient communications, staffing coverage, and workload distribution
• Ensure accuracy, consistency, and quality across patient coordination activities, EMR documentation, communication channels, and patient platforms
• Provide clinical guidance and support regarding triage, escalation pathways, medication requests, prior authorizations, hospital follow-up, and continuity of care coordination
• Collaborate with physicians to ensure patient coordination activities align with clinical priorities, patient safety standards, and provider expectations
• Monitor operational performance, communication quality, patient satisfaction, response times, scheduling efficiency, and task completion metrics to ensure accountability and service excellence
• Ensure patient concerns are handled appropriately according to clinical protocols and organizational standards
• Identify operational inefficiencies and service gaps and implement process improvements to enhance productivity, consistency, and patient experience
• Hold team members accountable to performance standards through ongoing coaching, monitoring, and follow-through

Office Management & Compliance Accountabilities

• Ensure PCC team compliance with clinical protocols, HIPAA regulations, patient confidentiality standards, and organizational policies
• Partner with leadership to maintain alignment with healthcare regulations, documentation standards, communication expectations, and operational best practices
• Maintain and enhance SOPs, training materials, quality assurance measures, and process documentation
• Serve as a liaison between the PCC team, physicians, and operations leadership to support operational consistency and communication
• Conduct quality assurance reviews and identify operational or compliance risks while collaborating with leadership to implement corrective actions and process improvements

Qualifications

• Required Clinical Degree: Nurse Practitioner (NP), Physician Assistant (PA) or Registered Nurse (RN) Case Manager
• Preferred Education: Bachelor's degree in business, Healthcare Administration, or Hospitality Services
• Minimum Experience:
• Five (5) years of supervisory experience managing direct reports in a clinical setting
• Proven track record of driving accountability, developing talent, and exceeding performance standards

Core Competencies

• Strong knowledge of outpatient clinical operations, patient triage, care coordination, and healthcare compliance standards
• Demonstrated leadership ability with experience driving team performance, accountability, staff development, and operational excellence
• Strong planning, organizational, project management, problem-solving, and decision-making skills
• Exceptional communication, collaboration, relationship-building, and conflict resolution abilities
• Service-focused mindset with strong customer service, hospitality, and patient experience orientation; concierge or premium healthcare experience preferred
• Ability to lead service recovery efforts and manage escalated patient concerns with professionalism, empathy, and discretion
• Experience monitoring KPIs, operational performance, patient satisfaction, and quality assurance initiatives
• Demonstrated initiative, adaptability, professionalism, and ability to manage competing priorities in a fast-paced environment
• Proficient in Microsoft Office Suite, electronic medical record systems, and healthcare communication platforms

Physical Demands

• Must be able to sit, stand, and walk for extended periods throughout the workday
• Frequent use of computers, phones, and electronic medical record systems
• Ability to occasionally lift or move materials up to 20 pounds

Work Environment

• Offsite administrative setting separate from direct clinical operations
• Fast-paced, professional office environment focused on coordination, communication, and operational execution
• Frequent interaction with physicians, clinical teams, and members via phone, text, email, and electronic platforms
• Requires a high level of responsiveness, organization, and ability to manage multiple priorities

Benefits

• Paid Time Off (PTO)
• 401(k) & Profit Sharing
• Performance Incentive
• Medical, dental, vision, life, and short-term disability eligibility