Health Center Manager

Job Title: Health Center Manager

Position Code: H09E Exempt

Department: HC Operations

Position Category (330):

Management and Support Staff: Administration Staff

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. 

POSITION SUMMARY

Under the general supervision of the Chief Operations Officer or his/her designee, the Health Center Manager plans, directs, and coordinates all daily operations of an outpatient health center to ensure the delivery of high quality patient care, to include oversight of: clinical/administrative support staffing; patient management (registration, billing and collections, insurance eligibility/sliding fee program, outside referrals, and patient records); environment of care (including facility, equipment, and supplies); essential reporting; and community relations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Develops and leads the Center 'team'.
• Maintains a strong and consistent presence at assigned site, with minimal/approved exceptions;
• Develops and implements systems and procedures to ensure the efficient flow of patients from initial reception, registration, and billing through provider care to discharge and care referral, as required;
• Develops and implements efficient patient scheduling and registration activities, in consultation with providers and administrative staff;
• Assures the timely and accurate entry of patient information into the practice management system/electronic health record and the submission of data to FCCH Administration, as required;
• Develops and implements a Center staffing plan tied to patient care requirements, staff/provider leave requests and provider scheduling, including development of contingency resources to assure critical site functions are accomplished despite unanticipated events;
• Coordinates daily staff assignments with other site supervisors/managers to ensure accomplishment of critical functions;
• Leads site-based hiring processes, in coordination with Human Resources, and supervises site payroll responsibilities;
• Coordinates site-based billing activities, to include ensuring timely charge posting/auditing, patient payment plan management, daily deposit of site-collected cash receipts, and application of all applicable billing policies and procedures;
• Orders and maintains business office and patient care equipment and supplies in compliance with organizational procurement policies and procedures;
• Is primarily responsible for managing those line items under site control in site-based budgets, and for managing site petty cash and/or other site cash funds;
• Coordinates orientation for new staff and ensures evaluation of employee progress within observation period and at time of yearly evaluation;
• Coordinates required training and education for Center staff;
• Ensures Center maintenance, cleaning, and repairs, in coordination with designated external/internal resources;
• Monitors and follows-up on patient complaints, including conflict resolution, mediation, and/or customer service;
• Plans, organizes and leads regular staff meetings to discuss operational issues and improve teamwork and site performance;
• Complies with/supports all applicable FCCH policies and procedures;
• Ensures effective management of written and verbal communications, to include mail (USPS/interoffice/electronic) disbursement/response, dissemination of applicable meeting minutes or other FCCH communications, and implementation of verbal direction, as indicated;
• Maintains cordial and effective partnerships, as appropriate, with community-based entities, vendors and/or other partners;
• Reports regarding site-based activities, as required/necessary;
• Performs other miscellaneous job-related duties as assigned;

MINIMUM EDUCATION/EXPERIENCE

• Bachelor's degree in business administration, public administration or closely related field; and One (1) year of experience in a clinical practice management position; or
• Five (5) years experience in a practice management, healthcare administration or similar position;
• Experience with computerized scheduling, registration and billing systems and electronic patient records preferred;
• Comfortable working knowledge of Microsoft Office Suite applications. 
• Bilingual English/Spanish preferred; 

LICENSES/CERTIFICATES REQUIRED

• CPR certification; and
• Must have valid NM driver’s license and reliable personal transportation.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

• Knowledge and understanding of all facets of outpatient clinical operations;
• Knowledge of clinical objectives, programs, methods, procedures, and standards within area of expertise;
• Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures. 
• Ability to foster a cooperative environment; 
• Knowledge of organizational structure, workflow, and operating procedures. 
• Employee development and performance management skills;
• Knowledge of provider and/or staff hiring procedures;
• Ability to supervise and train assigned staff including organizing, prioritizing, and scheduling work assignments. Knowledge of TJC and/or related accreditation and certification requirements;
• Ability to maintain quality, safety, and/or infection control standards;
• Ability to develop, plan, and implement short- and long-range goals;
• Knowledge of clinical and support staff in-service education requirements, methods and procedures; 
• Knowledge of financial/business analysis techniques;
• Skill in budget management;
• Ability to develop and deliver presentations;
• Ability to use independent judgment and to manage and impart information to a range of audiences;
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community;
• Adaptable, flexible and open to change in response to new information, different or unexpected circumstances and/or ambiguous situations within a fast-paced environment;
• Ability to maintain confidential information;
• Strong organizational skills;
• Ability to multi-task and prioritize time to complete projects on deadline;
• Ability to build and maintain strong partnerships;
• Ability to listen actively and to stay positive, focused, and constructive when faced with set-backs and challenges;
• Demonstrated knowledge and familiarity with all applicable compliance expectations, and to cooperate fully and comply with laws and regulations;
• Knowledge and familiarity with compliance program. Cooperate fully and comply with laws and regulations;

PHYSICAL CHARACTERISTICS/WORKING CONDITIONS

A person in this position has sufficient time to complete most tasks although under pressure depending on patient and organization demands. There are frequent opportunities to relax from any physical exertion or to change position in work activities.

• Physical Effort and Dexterity: Good dexterity to operate personal computer, and basic medical and laboratory equipment. Moderate physical activity. Requires handling of average-weight objects up to 25 pounds or standing and/or walking for more than four (4) hours per day.
• Machines, Tools, Equipment required to be operated: Capable of using office machines and personal computers for word processing, data entry and retrieval.
• Visual Acuity, Hearing, and Speaking: Must be able to read computer monitor output accurately. Must be able to communicate clearly and accurately for work and safety compliance.
• Environment/Working Conditions: Work is mostly inside an ambulatory health center setting in a controlled environment. Normal safety precautions and practices are required. Position may require travel throughout the Albuquerque metropolitan area. Work regularly scheduled Monday-Friday, although weekends may be required to meet deadlines.