JOB DESCRIPTION Clinical Services Manager
Reporting To:
Bermuda Country Manager
Location:
Bermuda
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.
- 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.
- 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.
- 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.
- 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.
- 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…
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