Clinic Operations Manager

Position Summary

The Clinic Operations Manager is predominantly responsible for Clinic & Specialty Clinic daily operations. This position has direct oversight of the Patient Service Coordinator Team, the Clinical Supervisor, and the Referral/VA Specialist. Daily functions include shared responsibility in supply management, provider access and schedule utilization, outreach clinics, patient experience, staff management and productivity, and building incidentals. This position will report directly to the Director of Clinic Operations. The Clinic Manager will help set goals, review and create applicable policies and procedures, manage budgets, optimize workflows, increase engagement, and maintain compliance with all regulatory agencies. A successful Manager will provide consistent leadership and resources, with a “Just Culture” approach and strong fiscal integrity. 

Job Responsibilities

1. Provides Clinic based practice support, acting as the day-to-day liaison for operations, personnel, building incidentals, productivity, patient access & schedule utilization, and patient experience.
2. Participates with recruiting, hiring, goal-setting, payroll, on-boarding/termination, development and performance evaluation of PSC Team, Clinical Supervisor, and Referral/VA Specialist.
3. Resolves any administrative problems and keeps lines of communication open with staff and patients to ensure high employee morale and community engagement, in a professional and healthful atmosphere.
4. Develops implements and maintains effective patient flow processes which coordinate with hospital practices and insure a patient centered service is provided. This includes a strong understanding of the patient throughput through the entire revenue cycle experience. 
5. Participates on a monthly basis, with administrative leadership to review volume metrics and performance drivers; assumes monitoring and accountability for task and process improvement activities.
6. Continually monitors operations, programs, physical properties. Initiates appropriate changes or updates, as necessary to ensure compliance and safety. 
7. Dually responsible for Clinic inventory and supply ordering process. Works closely with Materials Management Department to ensure work is standardized, reduce waste and operate in a fiscally-minded manner to maintain accurate supply levels. Orders equipment as necessary, facilitates staff having the resources to do their work.
8. Leads process improvement related to Clinic safety events.
9. Under direction of Director of Operations, establishes, secures approval, and oversees Clinic operating policies and procedures, and edits policies as necessary.
10. Represents the Clinic in its relationship with other health care organizations, government agencies, third-party payers, contracted services, and interdepartmental teams. 
11. Maintains professional affiliations and enhances professional development to keep current in the latest health care trends and developments.
12. Oversees Clinic operations associated with emergency preparedness and staff safety compliances.
13. Assists as needed regarding analytical activities and special projects related to ACO/APM relationships.

Minimum Qualifications

• High school diploma, GED, or equivalent and a bachelor’s degree required; master’s degree preferred. 
• Three to five years of relevant healthcare management experience, or an equivalent combination of education and experience, required. 
• Knowledge of medical terminology, coding, billing, LEAN processes, and revenue cycle preferred. 
• Strong communication skills with proven success in efficiencies, budget management, and staff engagement.

Physical Requirements

• Medium - Lifting 50 lbs. maximum with frequent lifting/carrying up to 20 lbs.
• Frequenting all areas of the Clinic: The Clinic is 3 floors, with the Specialty Clinic being a single level in a separate location. Outreach Clinics are all a single level. Hospital is 2 levels. All are ADA compliant. 
• Keyboarding/Dexterity - Consistently
• Standing/Walking - Frequently
• Strength (Lift/Carry/Push/Pull) - exerting up to 15 pounds of force occasionally
• Talking (Must be able to effectively communicate verbally) - Yes
• Seeing - Yes
• Hearing - Yes
• Color Acuity (Must be able to distinguish and identify colors) - No

Knowledge, Skills, and Abilities.

1. Strong leadership ability demonstrated by leading and building relationships and trust (experienced as a team leader accountable for team progress and results).
2. Proven ability to utilize continuous improvement and LEAN methodologies (including value stream mapping, A3 problem solving, and standard work) to improve processes – believes the right process will bring the right results.
3. Ability to create and manage a budget. 
4. Analytical and statistical skills; demonstrates critical thinking and problem- solving skills.
5. Ability to diffuse escalated patient or staff experiences; using opportunities to offer education, empathy, validation, and feedback.
6. Detail oriented with an ability to succeed in a fast-paced, dynamic environment.
7. Ability to lead and manage projects to completion; excellent project management and process improvement skills.
8. Strong interpersonal and presentation skills including the ability to interact with leadership, staff, medical staff, and community members.
9. Ability to motivate and direct the work of others and influence teammates at all levels and in all functions and effectively drive change.
10. Strong verbal and written communication skills that promote understanding with target audience.
11. Ability to meet deadlines and perform under pressure.