Metrolina Nephrology Associates is the region’s most recognized and experienced nephrology group. The practice has been on the forefront of the treatment and management of kidney disease for more than 40 years. Composed of 41 Nephrologists and 43 Nephrology Advanced Practice Providers, our practice serves patients from seven convenient locations. Our extensive network of physicians and offices allow our practice to deliver care in an atmosphere that is personal, caring and compassionate.

Patient Experience

· Grievance Resolution: Act as the primary point of contact for patient feedback, resolving complaints and grievances swiftly to ensure positive outcomes and patient retention.

· Service Excellence Culture: Model and enforce excellent customer service behaviors across all staff, fostering an empathetic environment for chronic care patients.

· Service Recovery: Implement immediate service recovery protocols when a patient's expectations are not met due to clinic delays, scheduling errors, or communication issues.

· Clinic Environment Standards: Ensure the patient waiting areas, exam rooms, and check-in stations maintain a clean, professional, welcoming, and organized atmosphere.

Practice Operations

· Daily Clinic Supervision: Oversee day-to-day clinical and administrative workflows of the nephrology office to ensure smooth, efficient, and timely operations.

· Workflow Optimization: Design and implement outpatient workflows that reduce patient wait times and optimize the daily throughput of the clinic.

· Front Desk & Intake Management: Manage front desk staff to ensure accurate patient registration, consistent Time of Service (TOS) collections, and maximum utilization of Phreesia Pads for patient check-in.

· Value-Based Care (VBC) Implementation: Ensure all Value-Based Care processes are fully implemented and routinely monitored to directly align clinic performance with company strategic goals.

· Schedule Utilization: Actively monitor and analyze provider schedules to maximize slot utilization and efficiently accommodate urgent kidney-related appointments.

· Work queue Management: Manage all work queues assigned to the office, ensuring meticulous tracking and timely processing of administrative tasks, documentation, and orders.

· Patient Triage Messaging: Oversee incoming patient triage messages to guarantee clinical inquiries are appropriately prioritized, routed, and answered without communication bottlenecks.

· Lab Care Coordination: Partner closely with internal and external lab personnel to ensure heavy lab tracking, precise bloodwork routing, and immediate provider notification of critical lab values to prevent clinical delays.

· Care Transitions Management: Collaborate actively with the ESRD transitions team to facilitate timely patient education, coordinate vascular access evaluations and placements, and ensure seamless coordination for dialysis initiation.

· Provider Partnership and Clinic Performance: Partner with physicians and APP’s to identify and address clinic workflow barriers, scheduling concerns, access needs and operational issues that impact provider effectiveness and patient care.

· Facility and Resource Management: Oversee site-specific facility, equipment, supply, and maintenance needs to ensure a safe, functional and efficient clinical environment.

Leads and Manages a High Performing Team

· Staff Supervision & Accountability: Provide direct oversight, clear direction, and daily management to clinical and administrative staff, ensuring clear accountability for performance and behavior and policy adherence.

· Recruitment & Selection: Source, interview, and select highly competent, candidates who align with the core values of the company.

· Onboarding & Competency Tracking: Manage the orientation, training, and ongoing competency validation of all clinical and administrative staff members.

· Performance Evaluations: Conduct new hire and annual performance reviews and provide continuous, timely and constructive feedback to team members to drive professional development and operational excellence.

· Staff Scheduling & Coverage: Manage staff schedules to ensure optimal clinical and front-desk coverage, managing paid time off (PTO) and absences efficiently.

· Culture & Team Engagement: Cultivate a collaborative, empathetic, and professional office culture tailored to the demands of a specialized chronic care practice.

· Conflict Resolution: Act as the primary point of contact for staff grievances and interpersonal conflicts, resolving issues swiftly to minimize disruptions to clinical workflows.

· Staff Coaching and Development: Provides regular coaching, recognition and constructive feedback to improve employee performance and engagement.

· Change Management: Lead the implementation of new workflows, policies, systems, and organizational initiatives by clearly communicating expectations, supporting staff and provider adoption, and monitoring sustained compliance.

Regulatory Compliance and Safety

· Regulatory Enforcement: Enforce complete, ongoing compliance with all federal, state, and local healthcare regulations, including HIPAA and OSHA standards.

· Infection Control Protocols: Oversee and maintain strict clinical infection control standards, ensuring staff adhere to sanitization, hazardous waste disposal, and safety protocols.

· Safety Data Sheet (SDS/MSDS) Management: Ensure all chemical safety manuals and Safety Data Sheets are up to date, organized, and easily accessible to all staff members in accordance with OSHA standards.

· Clinic Quality Auditing: Conduct routine internal audits of medical documentation, clinical workflows, and office processes to identify compliance gaps.

· Incident Reporting: Manage the documentation, investigation, and reporting of any clinical or operational incidents, ensuring corrective actions are implemented immediately.

· Facility Safety Operations: Ensure the physical office remains clean, safe, and fully operational, coordinating routine maintenance or safety inspections as required.

· Policy Dissemination: Keep the team informed of any corporate policy changes, updating physical and digital compliance manuals to reflect new protocols

Requirements:

Education: Bachelor’s degree in healthcare administration, Business Administration, or a related field, OR Graduate of an accredited clinical program with an active professional license (e.g., Registered Nurse/RN.

Experience: Minimum three to five years of professional management experience preferred within a medical facility or ambulatory care clinic.

Certification: If clinical, must hold a current and valid North Carolina RN license. Current CPR certificate.

Technical Skills: Proficiency with electronic health record systems such as Epic, patient intake platforms, c queue management tools, and Microsoft Office Suite, with the ability to leverage data and reporting tools to monitor performance and improve operational efficiency.

Management Skills: Demonstrates strong leadership and team development, fostering accountability and engagement. Ability to prioritize and execute multiple initiatives across locations while meeting deadlines. Ability to assess program performance and implement improvements.

Attendance: Regular, reliable, and punctual attendance is an essential function of this position. The ability to consistently adhere to scheduled work hours and fulfill job responsibilities in a timely manner is critical to the success of the role and the overall operations of the team.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Pet insurance
• Vision insurance

Application Question(s):

• What are your salary requirements?

Work Location: In person