Clinic Department Manager

Job Summary:
Manages daily operations for all back office clinical and related business functions for a department within a medical clinic and, as assigned, may also manage other regional initiatives. The Medical Department Manager is responsible for assigned department clinical teams and services, working closely with providers and managers to assure the implementation of regionally consistent practices, processes, and protocols to achieve excellence in quality of care, service, access, resource utilization, employee/physician satisfaction and workplace safety.

The Medical Department Manager is the first level of ambulatory medical clinic management, reporting directly to the Medical Clinic Director and indirectly to the Senior Administrator. The Medical Department Manager is distinguished by responsibility for back office clinical and business functions within a clinic, including direct front-line staff supervision, department budget, quality assurance, affordability and patient engagement responsibilities. Partners with Dental Office Managers for facilities and safety-related issues for medical/dental integrated clinics.

Oversight of nursing professional practice standards, KP standards of care and clinical competency of staff are managed by a dotted-line reporting relationship to RN-licensed administrators.
Essential Responsibilities:

Accountable for role modeling principles defined by the Care Experience Standards, the KP Mission and any specific department/organizational initiatives.

Ensures operational and performance standards are met for assigned teams. Plans, develops, implements, and evaluates department strategies, programs, and policies in partnership with senior leadership by implementing short- and long-range department goals, programs, and policies; supporting business initiatives and strategies; ensuring consistent program interpretation and application; establishing and sustaining strategic relationships with key stakeholders; ensuring service level agreements are met; and analyzing and reporting on successes against metrics.

Provides direct supervision of front-line staff and administrative oversight of Affiliated Clinicians for assigned teams to assure member focused high quality, accessible, cost effective care, including interviews, selection, orientation, scheduling, evaluation, coaching, rewards/recognition, discipline, and staff accountabilities. Pursues professional growth and provides developmental opportunities for others by soliciting and acting on performance feedback; building collaborative, cross-functional relationships; training and developing talent for growth opportunities; delegating tasks and decisions; fostering open dialogue amongst team members; executing performance management guidelines and expectations; and working closely with employees to set goals and provide open feedback and coaching to drive performance improvement.

Responsible for day-to-day operations on assigned teams to achieve business and organizational strategic objectives. Manages designated work unit by translating business plans into tactical action items; ensuring all policies and procedures are followed; delegating tasks to meet goals and objectives; overseeing the completion of work assignments; aligning team efforts; building accountability for and measuring progress in achieving results; identifying and addressing improvement opportunities; removing obstacles that impact performance; and guiding performance and developing contingency plans accordingly.

Manages the day-to-day department budget ensuring spending within the budget allocation; monitors and controls expenditures and provides input and direction to the budget planning process.

Serves as the primary Health Plan partner for the physician leaders of assigned teams.

Collaborates to develop recommendations, implement, and evaluate improved processes and systems within multi-disciplinary care teams and across the continuum of care. Addresses patient complaints/concerns and researches and resolves; acts as patient advocate when necessary.

Manages programs or components of larger cross-functional projects by identifying and managing stakeholder contacts; assembling teams based on project needs and team member strengths; developing, analyzing, and managing project plans; negotiating and managing project schedules and resource forecasts; and managing project financials and deliverables. Actively participates on and/or leads various committees, meetings, and workgroups.

Establishes and maintains collaborative working relationships with business and industry partners, agencies, community organizations and/or education institutions; may serve as representative on various national, regional and local committees and attend events as appropriate.

Basic Qualifications:

Experience

Minimum three (3) years of applicable leadership experience, such as lead or supervisor, or program/project management experience or related consulting experience

Education
Bachelors degree or higher in Healthcare, Business Administration, Public Administration, or related field or four (4) years of experience in a directly related field.
High School Diploma or General Education Development (GED) required.
License, Certification, Registration

N/A
Additional Requirements:
Ability to analyze, integrate and use quantitative data informed decisions about quality improvement and collaborating with clinical staff, back office staff, and team to achieve expected outcomes
Ability to lead in a culturally diverse environment and promote culturally competent care
Excellent interpersonal and written communication skills, including mediation and public speaking skills with the ability to communicate effectively in written and spoken English
Ability to attend to details, prioritize and complete multiple tasks independently in a fast-paced environment and following agreed upon timeline
Excellence in customer service, service recovery and complaint resolution skills
Strong organizational, communication, human resource and interpersonal skills, with a team-based approach to leadership
Project management and problem-solving skills with the ability to anticipate needs and make decisions
Knowledge of trends and policies in healthcare
Skills in building collaboration and sustaining productive and respectful working relationships, both internally and externally
Computer proficiency (preferably in Microsoft Windows environment) to effectively communicate, gather data and generate reports
Preferred Qualifications:
At least one (1) year of healthcare related experience; outpatient care setting experience preferred
One (1) year of supervisory and management experience; preferably in a unionized healthcare setting
One (1) year of experience managing operational or project budgets
Demonstrated understanding of clinical and operational processes, staff licensure/certification, clinical competency requirements and scope of practice concepts
Ability to performance manage, coach, and develop staff
Ability to lead and implement change management and process improvement activities
Ability to establish partnerships with physician group, organized labor representatives and peers in order to create a culture of commitment to patient focused service, excellent support of physician and nursing practices, innovation, compliance, safety, and integrity
Bachelors degree or higher

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