Clinic Manager

INTRODUCTION:

Central Neighborhood Health Foundation is a Federally Qualified Healthcare Center (FQHC) committed to the Triple Aim as described by the Institute for Healthcare Improvement. Improving the US health care system requires simultaneous pursuit of three aims: 1) improving the experience of care, 2) improving the health of populations, and 3) reducing per capita costs of health care. Preconditions for this include the enrollment of an identified population, a commitment to universality for its members, and the existence of an organization (an "integrator") that accepts responsibility for all three aims for that population.

SUMMARY:

The Clinic Manager oversees the day-to-day clinical operations and provides leadership and support for all staff to ensure that the daily operations meet clinic standards. The position is instrumental in coordinating clinical care between interdisciplinary healthcare teams, including medical support and customer care representatives, focusing on the delivery of high-quality patient care across medical, dental, or behavioral health settings. The Clinic Manager will coordinate outreach and serve as a contact point for the surrounding community and its leaders. The position interfaces with all management, staff, and patients to ensure effective communication, positive work and business relationships; therefore ensuring that all clinical activities are compliant with healthcare regulations and contribute to quality improvement initiatives. The Clinic Manager manages the operations of one or more medical departments, and/or ancillary service departments, and is responsible for managing staff, including hiring, training, and performance management. They will assist with budget planning and approvals for department expenditures. May supervise multi-department staff.

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following functions:

CUSTOMER SERVICE

• Ensure patient hospitality & excellent clinic experience
• Proactively manages clinic schedule and patient flow to ensure productivity standards & patient wait times are met.
• Counsel & resolve patient complaints.
• Counsel & resolve patient complaints.
• Ensure that vitals are done within 15-20 minutes.
• Act as a patient liaison with the Health Plans. Possess full knowledge of benefits and eligibility to facilitate patient access to care more.
• Educate patients on program availability, including transportation
• Manage & train staff to ensure excellent customer service

COMPLIANCE & GRANT MANAGEMENT

• Oversee the accurate completion of all appropriate forms and insurance eligibility verification in accordance with policies and procedures.
• Serve as primary contact for health plans - ensure documentation & program deadlines are met.
• Coordinate audits & program reports with senior management
• Attend required meetings & trainings
• Supervise & manage Enrollment/ recruit & train enrollers Supervise & manage Enrollment/ recruit & train enrollers
• Audit internal files for errors, ensuring that primary criteria are being met, including patient proof of income, address, and ID
• Serve as "Program Expert" for training and directing staff activities
• Supervise staff to ensure monthly reports are submitted accurately and on time

FICAL MANAGEMENT & OPERATIONS

• Work with senior leadership to develop and manage the clinic budget.
• Maintain a neutral or positive financial position each month
• Report monthly variances to senior management and develop corrective action plans
• Uphold internal controls and sound fiscal management
• Ensure policies & procedures are adhered to
• Develop strategies to reduce costs, generate revenues, increase billable visits, etc.

HR/IT/QI

• Works with HR Director to ensure proper procedures are followed for onboarding, terminating, or counseling staff
• Creates a positive team spirit and working environment
• Ensure staff levels are appropriate for patient volume and staff have been adequately trained
• Work with the IT Director to ensure staff equipment is working properly and staff have received adequate training to accurately complete workflow & reports in a timely way.
• Work with the VP of QI & VP Audit to ensure patient satisfaction and compliance standards are met and documented
• Maintains a safe work & client environment

GENERAL JOB PERFORMANCE STANDARDS

• Possesses and utilizes knowledge of the job, which is essential to perform the specific functions and related work.
• Accomplishes an appropriate volume of satisfactory work under normal conditions
• Ability to produce results.
• Consistently demonstrates accuracy, thoroughness, neatness, and dependability to produce work within acceptable standards.
• Completes assignments on or ahead of schedule.
• Interprets, learns, and responds to instructions for new situations, procedures, or methods.
• Sound decision-making, including safety awareness.
• Willingness to work with others toward common goals.
• Demonstrates relevance and clarity of written and oral expression. Effectiveness in exchanging ideas and information.
• Ability to originate, develop, or create new ideas or take steps to get things done.
• Identifies and evaluates alternate solutions and selects the most appropriate course of action.
• Shows daily ability to be at work at the scheduled time, including being prepared to work on time after breaks, meal periods, and authorized absences from work.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

• High School Diploma. Bachelor's Degree (BA) from four year college preferred.
• Bilingual English and Spanish preferred
• 5 Year experience in a medical office preferred, or equivalent combination of education and experience.
• CPR Certification preferred.

NECESSARY SKILLS :

• Ability to effectively present information and respond to questions from government entities, employees, managers, clients, and the general public.
• Ability to define and solve practical problems and deal with a variety of concrete variables, occasionally in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Must be well organized, a self-starter, and possess excellent telephone communication skills. Must possess written and verbal communication skills.
• Must be able to multitask and prioritize in accordance with changing deadlines and priorities.
• Must be even-tempered and team-spirited; a good sense of humor is desirable.
• Must be computer literate with knowledge of the Epic System.
• Working knowledge of efficient filing systems, office machines, and equipment.
• Must be able to make sound independent decisions based on available data.
• Must be able to work with a variety of personalities effectively.
• Must have excellent experience with administrative matters, i.e., insurance and reports.

WORK ENVIRONMENT

Described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. Variations in conditions may occur under certain circumstances.

CONFIDENTIALITY

Maintains patient, employee, and Foundation confidentiality at all times, discussing patient or employee business only with appropriate parties who have a bona fide need to know; and communicating only the minimum amount of information necessary with respect to protected health information (PHI) as defined by the Health Insurance Portability and Accountability Act of 1996 (HIPAA).

1. AGREEMENT AND ACCEPTANCE
2. I HAVE READ THE ABOVE JOB DESCRIPTION AND FULLY UNDERSTAND THE REQUIREMENTS SET FORTH AND WILL PERFORM ALL DUTIES AND RESPONSIBILITIES TO THE BEST OF MY ABILITY.