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AI Summary
NuvoAir Medical is a technology-enabled pulmonary care organization that powers the Dresden Family Clinic, focused on improving outcomes for patients with chronic respiratory diseases such as COPD, asthma, sleep apnea, and other complex pulmonary conditions. Our relationship-based model combines remote patient monitoring and proactive clinical engagement to keep patients healthier and out of the hospital. Complex conditions like COPD are incredibly challenging to manage. People who are already struggling with isolation and the burden of these conditions become increasingly frustrated and disengaged, eventually falling through the cracks and landing in the ER. This cycle perpetuates poor health outcomes and excessive medical costs.
At NuvoAir, we believe people deserve a better healthcare experience. Our team embraces the challenges that others can’t or won’t - by integrating our clinical team with technology, NuvoAir creates a highly empathetic and personalized experience for each patient.
Living our Company Values
Patient obsessed: Every decision is made with our main focus in mind - improving the lives of patients
Act like an owner: Ownership means we speak up, share ideas, give feedback, and are all accountable for growth.
Focus on what matters: Creating meaningful solutions to challenging healthcare problems requires simplicity, clarity, and using our unique leverage
Build to learn: Failing courageously is a virtue that drives learning and stems from an innovative spirit
Practice confident humility: We aim to hold ourselves to the highest standards of humility, curiosity, transparency, and personal development
Position Overview
We are seeking a highly organized, operationally excellent Senior Practice Manager to lead the day-to-day operations of our clinical delivery model. This individual will oversee Medical Assistants, provider operational support, patient and provider scheduling, and Athena EMR workflows to ensure efficient operations and an exceptional patient experience.
This is not a traditional healthcare role. We believe patients should be treated like guests, not transactions. The ideal candidate combines the discipline and precision required in healthcare with the service mindset of a world-class hospitality organization.
Athena EMR experience is required. Candidates without significant hands-on experience using and optimizing Athena will not be considered.
Key Responsibilities
- Lead and manage the Medical Assistant team across virtual and in-clinic settings, establishing clear workflows, productivity standards, and performance metrics.
- Oversee provider operational support, including scheduling, patient preparation, workflows, documentation, and capacity.
- Serve as the primary operational escalation point for scheduling, workflow, MA support, and EMR-related issues.
- Serve as the operational subject matter expert for Athena, optimizing workflows, templates, scheduling, task routing, documentation, and reporting.
- Build a culture where every patient is treated like a guest, ensuring interactions are professional, warm, responsive, personalized, and easy.
- Monitor patient feedback, satisfaction, operational trends, and team performance to identify opportunities for continuous improvement.
- Lead hiring, onboarding, training, coaching, performance management, and team development.
- Develop and manage operational KPIs related to patient access, provider productivity, scheduling efficiency, patient satisfaction, MA performance, Athena workflows, and staff engagement.
Required Qualifications - Extensive, hands-on experience with Athena EMR/Athenahealth is required.
- 5+ years of progressive healthcare operations experience.
- Experience managing Medical Assistants or similar frontline clinical support teams.
- Experience leading teams in virtual/remote and in-person clinical environments.
- Experience managing provider templates, appointment types, capacity, and utilization.
- Strong understanding of ambulatory, outpatient, telehealth, hybrid, or multisite healthcare operations.
- Experience building workflows, SOPs, performance metrics, and accountability systems.
- Strong customer service mindset and genuine belief that healthcare can and should deliver a better experience.
Preferred Qualifications - Experience in a high-growth healthcare, digital health, telehealth, or multi-site clinical organization.
- Experience with patient experience, hospitality, concierge service, or service excellence programs.
- Experience with healthcare KPIs, workforce planning, and capacity management.
What Success Looks Like - The successful candidate will create a clinical operations environment where:
- Patients experience healthcare that feels easy, responsive, personal, and welcoming.
- The team continuously improves rather than accepting "the way healthcare has always done it."
- Medical Assistants operate as an efficient, accountable, and well-supported team.
- Providers have optimized schedules and excellent operational support.
- Athena is fully leveraged to support efficient clinical operations.
- Operational problems are identified and addressed proactively.
The Ideal Candidate
The ideal candidate is a builder, optimizer, and workflow connoisseur. They are equally comfortable diving into an Athena workflow, redesigning a provider schedule, coaching a Medical Assistant, analyzing performance metrics, and addressing a patient experience issue.
Most importantly, they believe healthcare does not have to feel like traditional healthcare and bring the urgency, ownership, efficiency, and hospitality mindset needed to create an experience patients genuinely appreciate.
Building a diverse team is critical to our success:
At NuvoAir, building a diverse team isn't a lofty statement or goal, it's a necessity, and it's something we actively practice and talk about. We do not tolerate discrimination or harassment based on race, color, age, religion, sex, gender, disability status, sexual orientation, gender identity or expression, or any other basis covered by appropriate law. NuvoAir will provide reasonable accommodations for qualified individuals with documented disabilities.
What to expect:
Our team’s impact is felt globally as we help patients with cardiopulmonary diseases better understand and manage their health. Every member of our team adds value as we work towards a better healthcare experience for all. Because of this, it’s not enough that we hire mission-oriented people who are self motivated. We also need to grow a team that aligns with our company values (listed above!) and who will be successful in startup life… it’s not for everyone and that’s okay!
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