Manager, Internet Patient Follow-Up & Care Coordination

Position Overview

Atlantic Spine Center is establishing a new centralized Internet Patient Follow-Up Team to provide dedicated continuity of care for new patients who come to our practice through internet and digital channels.

We are seeking an experienced healthcare operations manager to build, launch, and lead this new department.

Atlantic Spine Center physicians care for patients from multiple referral sources. All providers see internet-referred patients as well as physician-referred and word-of-mouth patients.

Once an internet-referred patient completes the initial provider consultation, the centralized Internet Patient Follow-Up Team will assume responsibility for the patient’s ongoing operational continuity across all Atlantic Spine Center providers.

The team will remain responsible for following the patient’s care journey through diagnostic testing, physical therapy, injections, subsequent office visits, surgery when recommended, postoperative follow-up, and other physician-directed treatment until the treating provider determines that no additional treatment or follow-up is required, or another appropriate final disposition is reached.

This is a healthcare operations, patient continuity, and team-leadership position. It is not a sales position.

Primary Responsibilities:

Build and Lead the NPIR Follow-Up Team

• Build and launch Atlantic Spine Center’s centralized Internet Patient Follow-Up Team.
• Recruit, train, supervise, and coach dedicated Patient Advocates.
• Establish standardized operating procedures for post-initial-visit patient follow-up.
• Develop clear performance expectations and accountability for each advocate.
• Manage advocate workload across patients from all Atlantic Spine Center providers.
• Create a culture of accountability, responsiveness, professionalism, and excellent patient service.

Manage the Complete Post-Initial-Visit Patient Journey

The team’s responsibility begins after the patient’s initial provider visit is completed.

The team remains responsible for patient continuity until the patient’s treatment pathway is completed and the provider determines that no further treatment or follow-up is required.

The Manager will ensure appropriate follow-up throughout pathways including:

• MRI and CT imaging
• EMG/NCV testing
• Physical therapy
• Pain-management injections and procedures
• Follow-up office visits
• Recommended spine surgery
• Postoperative follow-up
• Additional physician-directed testing or treatment

Completion of an individual MRI, injection, therapy course, procedure, or surgery does not automatically end the team’s responsibility if additional follow-up or treatment remains necessary.

MD360 Task and Checklist Management

Patient Advocates are responsible for managing assigned patient tasks and completing the applicable MD360 task checklists throughout the patient’s treatment journey.

The Manager will:

• Ensure that advocates accurately and timely complete required MD360 checklist items.
• Monitor open, overdue, waiting, and completed patient tasks.
• Ensure every active patient has an appropriate current status and documented care pathway.
• Identify incomplete or stalled tasks before patients become lost to follow-up.
• Monitor advocate performance using KPIs generated from MD360 checklist and workflow activity.
• Coach advocates who are not meeting established KPI or workflow standards.
• Ensure appropriate documentation of patient barriers, cancellations, no-shows, outreach, escalation, and final disposition.
• Work with management and the MD360 development team to improve workflow automation, dashboards, escalation rules, and reporting.

Cancellation and No-Show Recovery

A major responsibility of the department will be reducing post-initial-visit patient loss.

The Manager will establish and supervise a structured process to:

• Identify canceled and missed appointments promptly.
• Contact patients according to established recovery protocols.
• Determine and document the reason for cancellation or disengagement.
• Resolve scheduling and operational barriers when possible.
• Route insurance issues to the authorization team.
• Route clinical questions or concerns to the treating provider or clinical team.
• Coordinate rescheduling when appropriate.
• Establish a defined follow-up date when the patient is not yet ready to proceed.
• Ensure patients are not prematurely closed simply because an appointment or procedure was canceled.

Coordination With Other Departments

The NPIR Follow-Up Team provides longitudinal patient continuity but does not replace specialized clinical or operational departments.

The Manager and Patient Advocates will work closely with:

Treating Providers and Clinical Teams
Providers remain responsible for clinical decisions, treatment recommendations, and clinical questions.

Authorization Team
Insurance authorization and payer-related issues are handled by the appropriate authorization staff.

Senior Surgery Coordinator
Atlantic Spine Center has a centralized Senior Surgery Coordinator who manages surgery coordination for patients from all referral sources.

For NPIR patients who progress to surgery, the NPIR Advocate continues to maintain overall patient continuity and applicable MD360 task/checklist responsibility while the Senior Surgery Coordinator performs the specialized surgery-coordination functions.

The NPIR Manager will work closely with the Senior Surgery Coordinator to ensure seamless handoffs and prevent duplication or gaps in patient follow-up.

Performance Management and KPIs

Advocate performance is measured through KPIs derived from MD360 task/checklist and workflow activity.

The Manager will be responsible for monitoring and improving both individual and team performance.

Key measures may include:

• Timely checklist completion
• Completion of assigned workflow actions
• Overdue task/action rate
• Appropriate use of waiting states
• Patient outreach timeliness
• Cancellation/no-show recovery
• Follow-up appointment completion
• Diagnostic and treatment pathway completion
• Patients lost to follow-up
• Appropriate escalation of clinical, authorization, or operational issues
• Accurate final disposition
• Overall patient continuity
• Patient experience and service quality

The focus is on appropriate patient continuity and operational execution rather than call volume or procedure sales.

First 90 Days

The successful candidate will be expected to:

• Learn Atlantic Spine Center’s existing patient-care and MD360 workflows.
• Understand the existing provider and advocate organizational structure.
• Establish baseline NPIR post-initial-visit cancellation, no-show, and follow-up metrics.
• Finalize the centralized NPIR Follow-Up Team operating model.
• Define clear responsibilities between NPIR Advocates, provider teams, authorization staff, and the Senior Surgery Coordinator.
• Assist with recruiting and training the initial NPIR Patient Advocate team.
• Implement standardized MD360 checklist and workflow expectations.
• Launch a structured cancellation/no-show recovery program.
• Establish daily management of high-risk and overdue NPIR patients.
• Develop advocate KPI dashboards and management reporting.
• Identify workflow bottlenecks and recommend improvements.
• Demonstrate measurable improvement in patient continuity and follow-up performance.

Qualifications

• 3 years of healthcare operations, patient access, care coordination, medical practice management, or related experience.
• 2 years of supervisory or management experience preferred.
• Experience managing employees through measurable performance standards and KPIs.
• Experience with patient follow-up, scheduling, cancellations, no-shows, care coordination, or patient navigation.
• Experience in a high-volume specialty medical practice strongly preferred.
• Spine, orthopedic, neurosurgery, pain management, ambulatory surgery, or other procedural specialty experience is highly desirable.
• Strong understanding of medical-office workflow and coordination among providers, clinical teams, authorization staff, and scheduling teams.
• Strong organizational and problem-solving skills.
• Excellent patient and staff communication skills.
• Demonstrated ability to build processes, manage teams, and improve measurable operational outcomes.
• Comfortable using EHR systems, dashboards, workflow-management platforms, and performance data.
• Ability to work effectively with physicians, clinical personnel, administrative staff, and senior management.
• Bachelor’s degree preferred; substantial relevant healthcare management experience may substitute for formal education.

Ideal Candidate

We are looking for a builder and operational leader, not simply a scheduling supervisor.

The ideal candidate understands how to manage a longitudinal patient-care workflow, can recognize when patients are becoming disengaged or lost to follow-up, and can build systems that ensure appropriate continuity throughout the patient’s treatment journey.

The successful candidate will be comfortable managing staff using structured workflows, task checklists, KPIs, and data while maintaining a highly professional and patient-centered approach.

The candidate should be persistent and results-oriented while respecting the treating provider’s clinical decisions and each patient’s individual healthcare choices.

Compensation

Base Salary: $80,000-$95,000 per year, depending on qualifications and experience.

Performance Bonus: Up to 10% of annual base salary, based on a balanced scorecard of patient continuity, team KPI performance, workflow quality, cancellation recovery, patient experience, and operational improvement.

Benefits are provided in accordance with Atlantic Spine Center’s applicable employee benefit programs.

About Atlantic Spine Center

Atlantic Spine Center is a multidisciplinary spine practice providing comprehensive evaluation and treatment of spinal disorders. Our physicians provide conservative treatment, interventional pain management, and advanced minimally invasive spine procedures based on each patient’s individual clinical needs.

Job Type: Full-time
Work Location: On-site

Atlantic Spine Center is an Equal Opportunity Employer.

Pay: $80,000.00 - $95,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Education:

• Bachelor's (Preferred)

Experience:

• Healthcare management: 5 years (Preferred)

Ability to Commute:

• West Orange, NJ 07052 (Preferred)

Work Location: In person

Salary : $80,000 - $95,000