Manager, Clinical Operations, Intention Healthcare

Essen Health Care is the largest privately held, multispecialty medical group in New York, providing high-quality, compassionate care to some of the state’s most vulnerable and underserved residents.

Founded in 1999, we’ve grown from a single primary care office into a network of 50+ locations offering urgent care, primary care and specialty services, from women’s health to endocrinology and psychiatry.

We also provide nursing home support, care management services, and in‑home medical services through our House Calls Division, Intention Health Care and facilitate smooth transitions between care settings including telehealth, in‑person medical visits, and home care through Intention Health Care. Guided by a Population Health model, our team of 500+ providers deliver care in‑person, at home, or via telehealth, ensuring patients get the support they need when and where they need it.

We’re looking for talented, motivated individuals to join our growing team. Whether you’re a medical provider, administrator, or operations professional, there’s a career here for you. Join us in making a real difference in the health of our community.

Oversees clinical operations across several key areas of the medical practice to ensure high‑quality patient care, efficient workflows, and exceptional customer service. These areas include call center, laboratory and diagnostic imaging vendor relationships, consenting process and medical supplies. Aligns closely with onboarding new providers to provide a smooth process. Maintains a comprehensive understanding of operational processes and ensures compliance with organizational standards.

Reports to VP, Clinical Excellence, Intention Healthcare. Maintains strong communication with Chief Clinical Officer as related to clinical programming and projects.

• Manages daily operations of the clinical phone line, ensuring timely and effective handling of patient inquiries.
• Promotes excellence in customer service and patient experience.
• Monitors workflows, identifies inefficiencies, and implements process improvements.
• Supports care coordination and ensures accurate communication with clinical teams.
• Establishes and oversees quality assurance (QA) processes to monitor call quality, accuracy of information, and adherence to service standards.
• Ensures regular audits are conducted, provides feedback, and implements training to drive continuous improvement in phone line performance.

• Supervises Lab and Diagnostic Imaging teams and associated processes.
• Ensures adherence to clinical protocols and service quality standards.
• Monitors performance metrics, productivity, and turnaround times.
• Assists providers and staff with appropriate lab and imaging order placement.
• Drives continuous improvement in Lab and DI services.
• Develops and manages quality assurance (QA) programs to ensure accuracy, compliance, and consistency in lab and imaging services.

• Oversees the end‑to‑end consent collection process for all patients, ensuring compliance with regulatory and organizational requirements.
• Ensures consents are obtained, accurately documented, and properly logged in a timely manner.
• Manages workflows related to sending, tracking, collecting, and documenting patient consents.
• Leads and supervises staff responsible for consent distribution, collection, and documentation, ensuring accuracy and completeness.
• Collaborates closely with medical leadership and providers, who play a key role in obtaining consents, to ensure alignment and accountability across clinical and administrative teams.
• Audits consent processes regularly to ensure adherence to standards and identify opportunities for improvement.