The Clinical Care Manager (CCM) plays a pivotal role in advancing Sonoran University's mission of high-quality, patient-centered care. This role serves as a strategic bridge between patient experience and business performance — not just an administrative leader, but a driver of service quality, patient satisfaction, and operational sustainability. The CCM is the primary manager of the clinic's transition to a Direct Primary Care (DPC) Membership model and is directly accountable for meeting membership goals, including both the conversion of current patients to DPC membership and the enrollment of new patients into the practice. Operating within the Medical Center and Neil Riordan Center for Regenerative Medicine, which together support over 12,000 annual patient visits, the CCM fosters a culture of collaboration, customer service, and continuous improvement. The position is designed to be impact-focused, enabling the CCM to lead with vision while the Staff Lead handles day-to-day micro-management. This structure empowers the CCM to focus on operational leadership, staff mentoring, process improvement, and executive support. Key Responsibilities 1. Team Leadership & People Management Build and sustain a high-performing team culture rooted in accountability, respect, and service excellence. Set clear performance expectations tied to measurable outcomes such as patient satisfaction scores, wait times, and revenue collection accuracy. Supervise, mentor, and coach front-line staff including the Staff Lead, Medical Assistants, and Patient Services Representatives. Lead with visibility across clinic sites, serving as a go-to resource for staff and providers. Drive staff development through real-time feedback, formal reviews, and data-informed coaching (e.g., retention rates, development plan completion, time-to-fill metrics). Oversee staff recruiting, onboarding, and retention strategies that align with organizational goals and foster long-term engagement. 2. Patient Experience & Service Excellence Champion a culture of personalized care and exceptional service at every patient touchpoint. Actively respond to patient feedback, ensuring all complaints are resolved within three business days and leveraging concerns as opportunities to build loyalty. Develop and lead service recovery protocols and training that transform patient concerns into positive experiences. Regularly audit front-desk and back-office processes to reduce check-in/check-out wait times and elevate the overall patient experience. Promote top-notch front-line behavior through coaching, recognition, and accountability. 3. Operational Oversight & Clinic Efficiency Ensure smooth day-to-day operations across all clinic sites by identifying and resolving workflow inefficiencies that contribute to appointment no-shows, reduced provider productivity, or operational bottlenecks. Review daily schedules to monitor patient volume and provider utilization; proactively adjust staffing and resources to meet clinic goals and optimize throughput. Serve as the escalation point for issues impacting patient experience, staff productivity, or provider satisfaction, ensuring timely resolution and continuous improvement. Leverage EMR data and operational metrics to inform strategic planning and operational decisions, including appointment availability, staffing models, and service delivery enhancements. 4. Administrative Mastery & EMR System Oversight Serve as the primary administrative lead for Electronic Medical Records (EMR) systems, optimizing workflows, resolving issues, and ensuring compliance. Conduct regular audits to monitor EMR documentation completion within 8 days, ensure billing readiness, and reduce errors that impact patient care or revenue cycle performance. Translate EMR data into actionable insights to guide staffing models, appointment availability, and clinic performance strategies. Provide expert-level training and guidance to staff on EMR and practice management systems, ensuring seamless integration into clinical workflows and uncompromising data integrity. Design and oversee documentation workflows that support audit readiness, regulatory compliance, and operational transparency. 5. Financial Management & Compliance Monitor clinic financial performance including revenue cycle processes, cost controls, and forecasting. Track key performance indicators such as patient billing turnaround times, collections, and denial rates to ensure a financially healthy clinic. Implement best practices in price transparency and payment communication to increase patient trust and reduce billing friction. Oversee patient financial counseling and payment processes with a focus on accessibility, clarity, and compliance. Collaborate with internal finance and compliance teams to maintain alignment with regulatory standards, payer requirements, and internal audit processes. Conduct regular reviews and ensure financial controls are followed to support the fiscal health of all clinical operations. 6. DPC Membership Transition & Growth Serve as the primary manager of the clinic's operational transition to a Direct Primary Care (DPC) Membership model, overseeing implementation timelines, workflows, and staff readiness. Own and report on DPC membership performance, and is directly accountable for meeting membership goals, including conversion of current fee-for-service patients to DPC membership and enrollment of new patients into the practice. Set and track membership growth targets in partnership with executive leadership, adjusting outreach, staff scripting, and patient communication strategies to meet enrollment goals. Train and coach front-line staff on the DPC value proposition, membership enrollment conversations, and retention best practices. Partner with marketing, finance, and executive leadership to refine DPC pricing, messaging, and onboarding processes based on membership performance data.

Qualifications:

Bachelor's Degree in Business Administration, Healthcare Administration, or a related field (Master's degree preferred). 3+ years in a leadership role within healthcare, clinical operations, or a customer service-driven environment, with demonstrated success in team development, strategic oversight, and operational improvement. Advanced proficiency in Electronic Medical Records (EMR) systems, including workflow optimization, compliance monitoring, and data analysis.3+ years of direct experience using EMR systems in a clinical setting. Proven ability to translate EMR and operational data into actionable insights that guide staffing models, appointment availability, and clinic performance. 3+ years in supervisory or management roles, with experience coaching staff, leading performance evaluations, and building team culture. Experience communicating leadership directives clearly across departments and with external partners, including executive-level collaboration. Strong operational acumen and financial literacy, with experience monitoring performance indicators such as billing turnaround times, collections, and denial rates. Skilled in Microsoft Office Suite, CRM systems, and calendar management (minimum 3+ years). Demonstrated success in change management, problem solving, and navigating competing priorities with professionalism and adaptability. Experience working in a Direct Primary Care (DPC) practice or membership-based care model is highly desired. Working Conditions Office and clinical setting with extended periods of sitting, computer use, and moderate walking. Must be able to lift up to 25 pounds occasionally. Fast-paced environment requiring flexibility and the ability to shift priorities quickly. Background/Screening All prospective employees at Sonoran University must successfully complete a background check and drug screening prior to employment. Additionally, candidates are required to provide documentation of measles vaccination or acceptable titer results. Employment is contingent upon the satisfactory completion of all required pre-employment screenings. Sonoran University is proud to be an Equal Opportunity Employer and is deeply committed to building a diverse, inclusive, and equitable workforce. We welcome applicants from all backgrounds and do not discriminate on the basis of race, color, religion, gender, national origin, age, disability, or any other legally protected status. Please note that Sonoran University maintains a smoke-free campus environment.

About Sonoran University:

Sonoran University of Health Sciences is a non-profit and internationally recognized higher education institution dedicated to shaping a healthier future. Guided by our mission to support students as they train to excel as healthcare professionals, enhance the health and wellbeing of our patients and communities, and discover effective treatments grounded in the healing power of nature.

We uphold our core values:

We shape the future, we love, we achieve excellence, we are resilient, and we do the right thing . The University's College of Naturopathic Medicine, College of Nutrition, and School of Mental Health offer evidence-based programs designed to shape a healthier tomorrow by preparing the next generation of healthcare professionals. To serve the University's mission, the Sage Foundation for Health supports several Community Clinics focused on providing free naturopathic medical care to local underserved communities within the Phoenix Metro area. The College of Nutrition's Virtual Center for Personalized Nutrition aims to eliminate traditional barriers to nutritional care by providing personalized and evidence-based care delivered at no cost via telehealth. The Ric Scalzo Institute for Botanical Research is a state-of-the-art molecular biology/phytochemistry laboratory seeks to improve therapies for global health concerns by exploring traditional medicine at the cellular, molecular, and cultural level to create novel botanical solutions that support people, plants, and planet. The University's Clinical Care branch operates two open-to-the-public clinics at the Tempe Campus. The Medical Center provides naturopathic healthcare for a wide range of patients including but not limited to; family medicine, nutrition and digestive health, mental health and well-being, dermatological conditions, endocrine and auto-immune concerns, and acute symptoms. The Neil Riordan Center for Regenerative Medicine focuses on non-opioid solutions to pain and pain management utilizing treatments ranging from cupping and acupuncture to regenerative injection therapies. Medicinary is the largest natural pharmacy in Arizona, offering an expansive collection of the highest quality, professional-grade supplements, herbs, and natural health products. Every purchase made at the Medicinary helps support the Sage Foundation and its mission to provide free healthcare to those in need. Nurture your knowledge, visit sonoran.edu