PREP CLINIC OPERATIONS MANAGER

Core Whitman-Walker Primary Essential Duties:

• Performs and behaves in accordance with Whitman-Walker’s mission, cultural norms and core values of dignity, respect, affirmation, and humility.
• Maintain a respectful, non-judgmental, and compassionate manner with patients/clients/staff.
• Demonstrate excellent customer service by identifying and exceeding customer requirements.
• Adhere to Whitman-Walker policies and procedures, with special attention given to HIPAA requirements.
• Maintain data integrity through conscientious use of relevant tools and employing a system of checks and balances.
• Demonstrate organizational skills necessary to multi-task, meet deadlines, and re-prioritize as needed.
• Participate in organizational quality and performance improvement activities.

Job Summary

The PrEP Clinic Supervisor provides day-to-day operational oversight of PrEP Clinic services while delivering direct patient care. This role ensures efficient clinic workflows, high-quality clinical services, and a coordinated patient experience across the PrEP care continuum. The PrEP Clinic Supervisor provides direct patient care while overseeing daily clinic operations. This role regularly sees patients and directs clinic workflow, supporting staff in real time to ensure adherence to established protocols, efficient patient flow, and high standards of care delivery. The PrEP Clinic Supervisor exercises independent judgment in directing staff workflow and is accountable for the effective operation of clinic services. This role works in close collaboration with the Prevention Programs Manager, who maintains responsibility for staff performance management, evaluations, and program strategy.

Role Specific Primary Essential Duties:

Clinic Operations & Workflow Oversight

• Oversees day-to-day PrEP Clinic operations to ensure efficient patient flow and timely service delivery.
• Directs daily staff assignments and clinic workflow using independent judgment and is accountable for effective clinic operations. This includes real-time reallocation of staff responsibilities when patient flow or clinical needs require it.
• Monitors scheduling, appointment utilization, and injection timelines to ensure adherence to clinical protocols.
• Identifies workflow gaps and implements real-time solutions to improve clinic efficiency.
• Coordinates services across PrEP Navigation, Pharmacy, Providers, and Laboratory teams.

Clinical Care Delivery

• Provides direct patient care services on a regular and ongoing basis.
• Administers injectable PrEP in accordance with clinical protocols and guidelines.
• Supports HIV/STI testing, laboratory coordination, and patient education as needed.
• Serves as a clinical resource to staff, reinforcing best practices in patient care and service delivery.

Team Oversight & Support

• Provides day-to-day direction and guidance to PrEP Clinic staff to support effective clinic operations.
• Serves as the first point of contact for workflow-related questions and operational issues.
• Supports staff in resolving patient care coordination challenges, including scheduling and follow-up needs.
• Reinforces adherence to clinic workflows, protocols, and documentation standards.
• Provides real-time coaching, guidance, and performance feedback to staff, and communicates observations to the Prevention Programs Manager to inform evaluations and training decisions.
• Supports onboarding and training of new staff, including workflow orientation.

Quality & Patient Experience

• Monitors documentation accuracy and workflow compliance in accordance with organizational standards.
• Supports quality improvement initiatives related to retention, adherence, and patient outcomes.
• Addresses patient concerns and barriers to care in a timely and effective manner.
• Promotes a high-quality, patient-centered experience across all PrEP Clinic services.

Program Support & Collaboration

• Tracks clinic performance indicators, including patient volume, no-show rates, and adherence to injection schedules.
• Supports data collection and reporting efforts in collaboration with leadership.
• Collaborates with internal departments including Pharmacy, Billing, Population Health, and Patient Services.
• Assists in the implementation of new workflows, initiatives, and program improvements.

Management Scope

• Provides operational oversight of PrEP Clinic staff during daily clinic activities.
• Provides input on daily and weekly staff scheduling to ensure appropriate clinic coverage, coordinating with the Prevention Programs Manager.
• Provides performance observations and recommendations to the Prevention Programs Manager regarding staff evaluations, workflow concerns, and training needs.
• Participates in management meetings to act upon a variety of matters including personnel matters and provides updates and reports as requested
• Supports management in fact finding efforts concerning managerial actions or union grievance processing.

Budget Responsibilities:

N/A

Management Responsibilities:

Operational oversight of PrEP Clinic staff during daily clinic activities; provides input on staff performance and training needs to the Prevention Programs Manager.