PRIMARY FUNCTION

The Manager, Inbox Management Team (IMT) leads the day-to-day operations of the Inbox Management Team, supervising Medical Assistants (MAs) and PCC Clinical Services 2 and 3 (RN/LVN/LPN Advanced Screeners) who perform telephone clinical screening, message intake/containment, and documentation workflows across CAL/KDN-supported markets.  This role ensures safe, compliant, and timely clinical documentation, high-quality patient triage and disposition support, and efficient inbox/message management in coordination with enterprise clinical leadership and practice operations. The Manager drives performance, coaching, SOP adherence, and continuous improvement to meet enterprise access, quality, and patient experience goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES

This list may not include all the duties that may be assigned.

 

People Leadership & Staffing

Directly supervise MAs and PCC Clinical Services 2 and 3 advanced screeners; oversee daily assignments, scheduling, coverage, call/queue and inbox load balancing, and span-of-control expectations. Recruit, onboard, train, coach, and performance-manage staff; recognize top performance and address performance gaps with clear action plans. Model patient-first culture; reinforce professional, upbeat, empathetic communication standards.

 

Clinical Oversight & Escalation

Ensure safe telephone screening/triage using approved clinical algorithms, scripts, and disposition pathways; confirm appropriate escalation to RNs/APPs/Clinicians for high acuity, red flags, or scope-of-practice boundaries. Serve as clinical escalation point during peak periods; provide real-time support for complex calls, message reviews, and urgent documentation issues. Partner with enterprise clinical leaders to refine triage protocols, standing orders, and containment/transfer rules.

Documentation & Message Management

Oversee accuracy, completeness, and timeliness of documentation across EHR instances; enforce standardized naming/labeling and telephone communication access protocols. Own inbox/message SLAs (e.g., high-priority within minutes; same-day for routine during business hours; after-hours protocols). Maintain "bin lag" within approved thresholds and drive daily recovery plans when breached. Ensure correct routing of refills, referrals, and clinical messages; reduce unnecessary clinician burden through MA containment and advanced screening.

 

Operations, Access & Throughput

Optimize staffing to demand patterns (hour/day/season); coordinate cross-coverage with CAL/KDN and practice teams. Maintain playbooks/SOPs for day, evening, weekend, and flu-season surge; run huddles and post-shift debriefs with action items.

 

Quality, Compliance & Safety

Conduct regular QA audits with feedback loops. Track and report incident trends, near misses, and service recovery insights; partner with Risk/Compliance on corrective actions. Ensure licensure/compact compliance for all RN/clinical agents; maintain training/competency records and required certifications.

 

Training, Coaching & Development

Deliver initial and ongoing training on triage algorithms, scripting, documentation standards, cultural/language sensitivity, and technology tools. Run calibration huddles and case reviews; establish peer-coaching and mentor programs for MAs and advanced screeners falling below established standards.

 

Data, KPIs & Continuous Improvement

Own team dashboards and KPIs; analyze trends; implement targeted improvements to reduce handoffs, rework, and time-to-disposition. Partner with Telehealth Ops on initiatives (e.g., Service Recovery insights, Fast Lane for high ER utilizers, portal/online scheduling transitions). Provide weekly/monthly leadership reports and recommendations.

 

Standard Advanced Screener Functions

Manager is expected to perform any and all functions of the Advanced Screener/PCC Clinical Services 3 Job Description as required.

 

 

 

Qualifications

 

Education

Required: Active, unrestricted Florida Registered Nurse (RN) license.  Preferred: BSN; multi-state/compact (NLC) is strongly preferred due to multi-market operations. 

Experience

Required: 3–5+ years RN experience in ambulatory/telehealth/triage or pediatric setting. Preferred: 2+ years in a supervisory or lead role (people leadership, coaching, QA). Experience with call center operations (ACD/IVR/skill-based routing) and clinical message/inbox management. Familiarity with eClinicalWorks EMR and contact recording/QA tools.

 

Licensure/Certification

Active RN; compact license preferred. BLS required; PALS or pediatric certification preferred.

 

Knowledge, Skills & Abilities

Expert telephone triage and documentation practices; strong clinical judgment. Proven team leadership, coaching, and change management skills. Excellent verbal/written communication; professional, empathetic patient engagement. Data-driven operations mindset; comfortable with dashboards, KPIs, and root-cause analysis. Proficient in Microsoft Office (Excel, PowerPoint, Outlook) and collaboration tools. Strong attention to detail, prioritization, and multitasking in high-volume environments.

 

Typical Working Conditions

Non–patient-facing role; primarily remote/telework. Requires extended periods of computer/telephone work; high and frequent call/message volumes. U.S.-based; evening/weekend/holiday coverage or escalation duty as needed during surges and around the clock on call responsibilities for priority 1 escalations. Limited travel for training or meetings (as required).

 

Supervisory Responsibilities

Direct supervision of MAs and PCC Clinical Services 3 advanced screeners (LVN’s, LPN’s, RN’s) within the Inbox Management Team (IMT). Indirect coordination with Telehealth Coordinators, CAL leadership, and clinic teams for message routing and escalation pathways.

 

 

Physical Requirements

Ability to sit for prolonged periods; adequate vision/hearing for screen/voice work; manual dexterity for typing and headset/phone use.

 

Additional Notes

This role focuses on managing the clinical documentation and screening functions; the Manager may provide limited direct triage/escalation support during peaks but is primarily accountable for operations, quality, and team leadership. All activities must adhere to HIPAA, enterprise policies, and scope-of-practice rules; dispositions must follow approved clinical algorithms and protocols.

 

 

The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job. It is intended to be an accurate reflection of the general nature of the level of the job.