Role Overview

The On-Demand Clinical Operations Coordinator is a real-time, behind-the-scenes role responsible for ensuring on-demand clinical consultations run smoothly, safely, and without delays. This person acts as the operational “air traffic controller” during live on-demand hours—monitoring system signals, tracking provider and nurse responsiveness, and intervening immediately when something is off.

The primary objective of this role is simple but critical: make sure nurses and providers are joining on-demand consultations quickly and reliably, with nurses joining within under 1 minute and providers joining as soon as patients are ready.

This role works closely with nurses and providers but does not deliver patient care. It is an operations, coordination, and escalation role that keeps the clinical machine running in real time.

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Day-to-Day Responsibilities

Real-Time Monitoring & Coordination

• Actively monitor all on-demand consultation queues, dashboards, and system signals during assigned shifts.
• Understand and interpret all on-demand system indicators (patient ready, nurse assigned, provider assigned, waiting states, delays, errors, etc.).
• Ensure nurses are joining patient consultations within 1 minute of assignment.
• Track provider join times and immediately identify delays or missed joins.

Rapid Escalation & Intervention

• If a provider is not joining in a timely manner, immediately initiate escalation.
• Contact providers directly via text message using a dedicated escalation phone number.
• Text the provider’s personal phone number when necessary to bring them into the consultation as quickly as possible.
• Follow a defined escalation flow (provider → secondary provider → lead nurse → leadership, as needed).
• Know when to escalate to the Lead Nurse or Clinical Operations leadership (including Kathryn, if required).

Provider & Nurse Accountability (Operational, Not Disciplinary)

• Serve as the first line of operational accountability for on-demand responsiveness.
• Flag repeated delays, missed joins, or workflow issues to the Lead Nurse.
• Document patterns or systemic issues impacting patient wait times or provider responsiveness.

Workflow Accuracy & System Hygiene

• Ensure patients are passed correctly from nurse to provider without unnecessary delays.
• Identify and correct obvious workflow issues in real time (wrong provider assigned, missed handoff, stalled status).
• Coordinate with nurses to resolve bottlenecks quickly and keep patients moving.

Documentation & Reporting

• Log escalations, response times, and operational issues during each shift.
• Provide clear summaries of issues, trends, and notable events to the Lead Nurse and Clinical Operations leadership.
• Surface opportunities for workflow improvement based on real-time observations.

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Reporting Structure

• Primary reporting line: Lead Nurse
• Secondary escalation/reporting: Clinical Operations Leadership (Kathryn)

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Key Skills & Traits

• Extremely responsive and comfortable working in real-time environments.
• Calm under pressure with the ability to make quick decisions.
• Strong written communication skills (especially concise, professional text messaging).
• Comfortable directly contacting providers when needed.
• Highly detail-oriented and able to monitor multiple signals simultaneously.
• Strong understanding of escalation protocols and chain of command.
• Background in healthcare operations, telehealth, nursing coordination, or clinical support preferred (but not patient-facing).

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What This Role Is Not

• This is not a clinical decision-making role.
• This is not patient care or counseling.
• This role exists to support providers and nurses operationally, not to supervise clinical judgment.