Primary Care In Basket Manager - MUSCP

Job Description Summary

MUSC Health Primary Care is seeking an experienced operations and personnel leader. This role provides operational leadership, direct staff supervision, and oversight of a remote, centralized clinical care team across MUSC Health Primary Care and Pediatrics. This position ensures the efficient, timely, and consistent management of patient communications, clinical workflows, and In-Basket operations while maintaining established standards for patient safety, quality, productivity, and service excellence.

The Manager is accountable for daily workforce management, staff scheduling, performance evaluations, productivity monitoring, quality assurance, employee development, and adherence to organizational policies and clinical protocols. This role requires independent decision-making, proactive problem-solving, and the ability to manage competing operational priorities across multiple clinical locations and service lines effectively.

Working with departmental leadership, clinical teams, and operational stakeholders, the Manager identifies process improvement opportunities, supports workflow standardization, and drives operational performance. The successful candidate will demonstrate strong leadership, accountability, and the ability to independently manage daily operations while fostering a collaborative, high-performing, patient-centered team.

Entity

Carolina Family Care, Inc. (CFC)

Worker Type

Employee

Worker Sub-Type​

Regular

Cost Center

CC005453 MHP In-Basket Team

Pay Rate Type

Hourly

Pay Grade

Health-28

Scheduled Weekly Hours

40

Work Shift

Job Description

MUSC Health is seeking a Manager to lead day-to-day operations of its centralized clinical messaging services. You will supervise the In-Basket team and make sure patient communications are handled safely, on time, and consistently across multiple clinic locations. You will manage staffing, performance, and quality. You will also work with clinical and operational partners to improve workflows.

Key Responsibilities

• Operational leadership (25%): Oversee daily In-Basket operations, including MyChart messages, telephone encounters, refill requests, clinical advice requests, and results. Monitor volumes, backlogs, and turnaround times. Escalate urgent clinical concerns.
• Staff leadership and performance (25%): Supervise, coach, and evaluate staff. Address performance and attendance concerns. Take part in hiring, onboarding, and retention.
• Scheduling and resources (15%): Build daily, weekly, and monthly schedules. Distribute work equitably and cover PTO, absences, and vacancies. Approve timekeeping and leave.
• Quality, compliance, and patient safety (15%): Run audits and follow up on deficiencies. Ensure adherence to policies, protocols, and HIPAA.
• Pediatric In-Basket operations (10%): Oversee pediatric volumes, staffing, workflows, and training.
• Reporting and process improvement (10%): Analyze performance data, prepare reports for leadership, and support Epic In-Basket optimization and standard work.

Minimum Qualifications

• Associate's degree in healthcare administration, nursing, business administration, or a related field, or equivalent education and experience
• 5 years of progressive experience in ambulatory healthcare, clinical operations, or healthcare administration
• 2 years of supervisory or management experience
• Knowledge of electronic health records and clinical workflows
• Experience managing competing priorities in a fast-paced, high-volume setting
• Proficiency in Excel, Outlook, Teams, and Word

Preferred Qualifications

• Bachelor's degree in a related field
• 3 or more years of formal people-management experience
• Experience managing centralized clinical support or multi-site ambulatory operations
• Epic experience, especially In-Basket and clinical messaging
• Primary Care and Pediatric experience
• Familiarity with productivity metrics, workforce scheduling, quality assurance, and dashboards

Additional Job Description

Minimum Requirements: Bachelor of Nursing degree required. A minimum of one year of work experience as a registered nurse required. Licensure as a registered nurse by the South Carolina Board of Nursing or a compact state.  Current American Heart Association (AHA) Basic Life Support (BLS) certification or American Red Cross BLS for Healthcare Providers certification is required.

Physical Requirements: Continuous requirements are to perform job functions while standing, walking and sitting. Ability to bend at the waist, kneel, climb stairs, reach in all directions, fully use both hands and legs, possess good finger dexterity, perform repetitive motions with hands/wrists/elbows and shoulders, reach in all directions. Ability to be qualified physically for respirator use, initially and as required.  Maintain 20/40 vision corrected, see and recognize objects close at hand and at a distance, work in a latex safe environment and work indoors.  Frequently lift, lower, push and pull and/or carry objects weighing 50 lbs (+/-) unassisted, exert up to 50 lbs of force, lift from 36” to overhead 25 lbs.   Infrequently work in dusty areas and confined/cramped spaces. 

If you like working with energetic enthusiastic individuals, you will enjoy your career with us!

The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.

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