Clinic Operations

About Sprout

Sprout Family Health is a membership‑based, prevention‑first clinic for young families. We integrate Nurse Practitioner–led care with dedicated Health Navigation and a team of Allied Health Specialists to deliver timely access when it matters, thoughtful follow‑up, and proactive plans that help families thrive. Our model blends evidence‑based medicine, practical lifestyle guidance, longevity‑minded illness prevention, and developmental support for both kids and parents. In short: less waiting, more living—care that’s warm, personal, and easy to use.

Sprout Family Health operates as an independent entity distinct from Tall Tree Integrated Health.

About the role

As the Clinic Operations & Member Experience Lead, you make that promise real every day. You’ll orchestrate the clinic’s operating rhythm—fast access and clear routing, zero‑miss task queues, and a smooth member journey from intake through ongoing care. You’ll keep the schedule balanced, records clean, and hand‑offs crisp across our Nurse Practitioner(s), Health Navigator, and allied clinicians. This is a hands‑on, collaborative, and influential role with heaps of room to grow into broader operations leadership as we scale.

What you’ll do

Patient Care & Communication

- Provide warm, professional greetings; manage multi‑channel inquiries; close the loop on every interaction.
- Educate members on access pathways and Sprout’s model (what to book where; when to message vs call).
- Use clear, compassionate language across all channels, following brand tone.

Clinic Operations

- Own scheduling for the multidisciplinary team, EMR documentation standards, referrals/diagnostics coordination, inventory, and vendor liaison.
- Support implementation of new services and quality initiatives.
- Maintain tidy, safe, and welcoming clinic spaces.

Cross‑Team Task Handling

- Action and track tasks from NPs, Health Navigator, and allied clinicians (referrals, diagnostics, follow‑ups, forms), with clear SLAs and “done/right” checks.
- Run a quick daily coordination huddle; surface blockers early; ensure nothing ages out in queues.
- Partner with Marketing on member communications and campaigns (timelines, list pulls, landing page or form QA).

Access, Triage & Routing (Non‑Clinical)

- Apply Sprout’s Same‑Day/Urgent Care (SDUC) & urgency matrix to route inquiries appropriately (virtual vs in‑person; NP vs RN/Health Navigator vs Allied Specialists).
- Maintain clear escalation rules (what to escalate, to whom, and within what time target).
- Protect and manage urgent/rapid slots; reduce leakage to external care where appropriate; document routing rationale in the EMR.

Member Lifecycle Administration

- Intake: Coordinate meet‑and‑greet calls, verify consents, set expectations, and complete EMR/CRM onboarding.
- Member Services: Handle changes (contact, payment, risk flags), proactive check‑ins, and service delivery and improvements
- Pauses & Off‑boarding: Execute policy cleanly (notices, final billing, records requests), capture feedback and churn reasons, update CRM segments.
- CRM Operations: Keep segments accurate for lifecycle messaging; conduct and log interactions; ensure contact tags reflect current status.

Team Leadership

- Train, mentor, and cross‑train team members on SOPs, EMR/CRM workflows, and service standards.
- Contribute to policy/procedure development and continuous improvement.
- Model calm, solutions‑oriented behavior during busy periods.

Operating Rhythm (Daily/Weekly/Monthly/Quarterly)

- Daily: Front‑desk coverage standards; multi‑channel inbox sweeps (phone, email, text, DMs); EMR task queue review/assignment; schedule optimization and urgent‑hold maintenance; same‑day task SLAs; documentation hygiene checks.
- Weekly: Schedule audits (utilization, no‑show/cancellation patterns); membership seat and CRM hygiene review; open referrals/diagnostics reconciliation; “hot issues” huddle with Health Navigator/NPs; stock & supplies check.
- Monthly: Membership billing & status reconciliation (joins, pauses, retentions, and off‑boards); funnel & access metrics review; SOP refresh log; quality spot‑checks (task closure accuracy, documentation completeness).
- Quarterly/Annual: Capacity planning; policy/procedure updates; vendor and tool reviews; compliance and privacy refresher.

What success looks like

- Access: ≥90% of SDUC/urgent requests routed within 30 minutes during operating hours.
- Task Hygiene: 0 tasks > 24 hours in “unassigned”; ≥95% tasks closed within SLA by category.
- Utilization: Schedule utilization ≥85% (while maintaining urgent capacity); same‑day fill rate tracked.
- Membership Admin: 100% accurate join/pause/off‑board updates in EMR & CRM within 1 business day.
- Member and Staff Experience: NPS/CSAT at or above target; complaint rate trending down quarter‑over‑quarter.
- Quality: Referral/diagnostic “no‑lose” rate at 0%; documentation completeness spot‑checks ≥95%.

You bring

- Proven experience as a Medical Office Assistant, Clinic Coordinator, or similar. MOA certification preferred; EMR proficiency required; CRM familiarity is an asset.
- Outstanding communication and organization; calm, proactive problem solving; thrive in a fast‑paced, team‑based setting.
- General familiarity with pediatric/family‑centered and preventative care; comfort executing SOPs and improving them.
- Tech‑enabled mindset (productivity suite, phone/text systems, web forms, basic spreadsheets/pivots).
- Respect and adherence to privacy, security, and consent processes.

Additional Details

- Hourly Rate: $25–$29 per hour, depending on experience. Benefits, Performance Bonuses, and growth pathway discussed at offer.
- Location: 555 Superior Street, Victoria, BC
- Type: Employee Permanent, Full-Time
- Hours: Mon–Thu 12–8 pm; Fri 10–6 pm (subject to changing)
- Learn more: sproutfamilyhealth.com
- Our ATS is hosted by Tall Tree Integrated Health. However, Sprout Family Health is a separate company. Our ATS emails occasionally land in spam; please check junk folders. Complete all pre‑screening questions to be considered.

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