Clinical Operations Assistant

Clinical Operations Assistant

The Clinical Operations Assistant (COA) is directly responsible for the day-to-day clinical operations of all First Choice Community Health Centers (FCCHC) medical and dental sites per the guidance of the Chief Medical Officer. The COA is a member of the Management Team and is also responsible for directing key areas related to performance management, compliance and quality, business development, strategic and financial planning.

Key Performance Measures: Quarterly Performance Evaluation Score (Score Rating Targets: 90.0 or Higher= Extremely Effective, 80.0 – 89.0 = Performing at Expected Level, 70.0 - 79.0 = Less Than Effective, Below 70.0= Ineffective).

Inputs may include direct observation, productivity and operational efficiency measures, patient satisfaction scores, UDS metrics, financial metrics, scorecard metrics, compliance measures, activity measures, employee survey scores, activities reporting checklist, and other operational measures.

Essential Duties and Responsibilities include the following. (Other duties may be assigned.)

Key Performance Area I: Site Operations Management

1. Responsible for the performance of each of the First Choice Sites, as measured by site-level performance indicators and targets;
2. Creates and maintains the systems and processes necessary to successfully manage the organization's current activities and its projected growth;
3. Maintains a sound plan of corporate organization, establishing consistent application of corporate policies at each site; ensure adequate management development and to provide for capable management succession;
4. Develops and installs procedures and controls to affect both lateral and vertical two-way communication and adequate information flow across the organization, leveraging both verbal, electronic, and conferencing resources;
5. Establishes clinical operating policies consistent with CEO & CMO expectations and objectives and ensures their execution, using a balanced scorecard measurement system;
6. Evaluates the results of overall clinical operations regularly and systematically and reports these results, as well as any concerns, to the Chief Executive Officer and Chief Medical Officer;
7. Ensure clinical inventory levels of supplies are maintained utilizing a cost effective approach-cost containment;
8. Assist with the monthly submission of the Clinical Performance Measures Reports and FCCHC obtaining and monitoring Patient-Centered Medical Home recognition via NCQA;
9. Regularly visits all sites to promote collaboration and communication, assess staff performance, monitor operational efficiency, and assess compliance with established standards of practice and standards of care; validates performance with hard data and routine "spot checks" in key areas. Each site should be visited a minimum of once per week, either by COA or the Performance Improvement Coordinator. Address and follow-up on any issues which are identified and report resulting actions.

Key Performance Area II: Performance Management of Subordinate Employees

1. Oversees personnel who direct site-level and department activities that implement the organization's policies; positions managed include Team Leaders (intra-site), and Clinical staff (LPNs, MAs, MLT, Phlebotomist, X-Ray). (Note: The COA is ultimately responsible for the performance of the individuals in these positions);
2. Directly supervises sites and oversees the daily clinical operation of all sites, implementing policies and procedures, and expectations set forth by the CEO, CMO and Board of Directors;
3. Develops work plan strategies in support of organizational goals and objectives for the sites in conjunction with the Team Leaders that are consistent with those of FCCHC. Regularly monitors progress in meeting objectives and revises plans and priorities, as necessary;
4. Meets regularly with clinical staff to assure coordination of activities, adherence to health and business plan, and consistent application thereof;
5. Facilitates staff education and in-services in the areas of safety, infection control, OSHA, TB control, competency checklist and performance improvement. Conducts and reviews annual CPR verifications;
6. Performs appropriate credentialing activities for all permanent and temporary clinical employees as well as assurance of proper current licensure and continuing education. Initiates and participates in staff in-house, in-service education;
7. Responsible for the timely and accurate completion of Performance Evaluations and other personnel actions for direct reports per established procedures.

Key Performance Area III: Quality, CQI, and Process Improvement

1. Directly or indirectly (via Performance Improvement Coordinator) responsible for all improvement initiatives, including those related to patient flow, patient satisfaction, productivity improvement, and/or process improvement, in support of measurable objectives. Conducts and documents improvement initiatives/plan;
2. Provides leadership and guidance to the Performance Improvement Coordinator or designee with the Patient-Centered Medical Home recognition, Meaningful Use and Clinical Performance Measures;
3. Performs quality control procedures on all laboratory equipment in accordance with OSHA, CLIA, CQI and other applicable standards; Maintains proper documentation of quality control procedures in accordance with OSHA, CLIA, COLA, NCIR, CQI and other applicable standards;
4. Ensures performance indicators are accurately measured (measurement systems analysis) and reported. Develops and maintains organizational scorecard reporting system; Submits monthly report to CEO and CMO with action plan;
5. Selects high ROI and/or patient-focused projects for improvement, quantifies impact using performance metrics which are in alignment with strategic goals and objectives;
6. Utilizes the CQI process to identify opportunities for improved patient flow, improved access-to-care, and scheduling process improvement, and reviews same with CEO and/or CMO and appropriate Department Heads. Follows up on patient complaints to maintain positive image; Charter and facilitate cross-functional process improvement and/or compliance team;
7. Maintains open communication with the Chief Medical Officer and Department leadership to ensure that the non-clinical administrative operational processes are appropriately integrated into the clinical areas to promote operational efficiency in the provision of patient care.

Key Performance Area V: Strategic, Operating, Financial, and Program Planning

1. Develops and supports the implementation of organizational Operating Plan in coordination with other members of the management team;
2. Assists the Senior Management Team in defining short and long-term goals and develops strategies that will improve the operational efficiency of FCCHC;
3. Prepares monthly reports for the CQI meetings and Board per the CMO directive and is actively involved in the strategic planning activities;
4. Monitors expenditures and budget variances related to operations in conjunction with the CFO. Takes corrective action, as necessary;
5. Assists in completion of all Monthly/Quarterly/Annual reconciliations and other required reporting as required by governing agencies;
6. Assists in completion of all annual cost reports, annual audits, annual UDS report, and/or any other required annual governmental reporting.

Key Performance Area VI: Corporate Compliance

1. Serves as the Clinical Compliance Coordinator responsible for the auditing, monitoring and evaluating components of the compliance program in collaboration with the Performance Improvement Coordinator;
2. Develops, initiates, maintains, and revises policies and procedures for the general operation of the Compliance Program and its related activities to prevent illegal, unethical, or improper conduct;
3. Collaborates with other departments (e.g., Risk Management, Internal Audit, HR, etc.) to direct compliance issues to appropriate existing channels for investigation and resolution;
4. Responds to alleged violations of rules, regulations, policies, procedures, and Standards of Conduct by evaluating and/or recommending the initiation of investigative procedures. Develops and oversees a system for uniform handling of such violations;
5. Acts as an independent review and evaluation body to ensure that compliance Issues/concerns within the organization are being appropriately evaluated, investigated and resolved. Routinely conducts random audits, directly or through Performance Improvement Coordinator, of sites to assess compliance and quality standards are being maintained across all areas. Reports violations to responsible manager and CEO to address root causes;
6. Identifies potential areas of compliance vulnerability and risk; develops/implements corrective action plans for resolution of problematic issues, and provides general guidance on how to prevent or deal with similar situations in the future; Develops and implements training program as needed to address improvement opportunities;
7. Ensures proper reporting of violations or potential violations to duly authorized enforcement agencies as appropriate and/or required;
8. Ensures that independent contractors and/or agents who furnish services to the corporation are aware of and in compliance with the requirements of the corporation's Compliance Program with respect to clinical operations and/or protected health information (HIPAA/HITECH); and/or other regulations;
9. Institutes and maintains an effective compliance communication program for the organization, including promoting (a) use of the Compliance Hotline; (b) heightened awareness of Standards of Conduct, and (c) understanding of new and existing compliance issues and related policies and procedures;