Clinical Operations Manager

Title: Clinical Operations Manager

FLSA Category: Exempt

Reports To: Director of Patient Service

Greater Baden Medical Services (GBMS) is a Federally Qualified Health Center (FQHC) dedicated to providing high-quality healthcare across Southern Maryland. With 9 clinical sites located throughout Prince George's, Charles, and St. Mary's counties, we serve over 18,000 patients every year. We provide fully integrated care that includes primary care, pediatrics, women's health, Title X family planning, dental care, behavioral health, WIC, pharmacy services, and the Ryan White HIV/AIDS program. Our patient population is primarily made up of Medicaid and uninsured individuals. We are deeply proud to deliver these vital services to everyone in our community regardless of their ability to pay, making Greater Baden an incredibly rewarding place to grow your career while making a tangible, life-changing impact every day

Job Summary:

The Clinical Operations Manager is the operational and clinical leader for Greater Baden Medical Services. Responsible for overall site performance, workflow efficiency, and financial success, this role operates in close partnership with senior leadership and the Director of Patient Services.

This leader directly manages both clinical support staff, including Certified Medical Assistants, and front-office staff, Patient Service Representatives, leads staff onboarding, and drives site-level productivity and quality metrics. With an active clinical background (CMA, LPN, RN, or PA), this manager bridges clinical care with business strategy-building scalable processes, supporting critical grant programs (HRSA, Ryan White, Title X), and ensuring seamless, high-quality care across a vibrant multidisciplinary environment.

Key Responsibilities

1. Site Operations, Patient Access & Service Integration

• Patient Access & Flow: Oversee day-to-day site operations, provider schedule management, template optimization, same-day appointment availability, and wait-time reduction to maximize patient access.
• Front-to-Back Office Integration: Directly supervise Patient Service Representatives and Certified Medical Assistants, streamlining registration, check-in, intake, rooming, and check-out workflows.
• Multidisciplinary Coordination: Coordinate with Clinical Coordinators and Practice Managers to integrate multi-specialty care services across Family Medicine, Pediatrics, Women's Health, Dental, Behavioral Health, and Pharmacy.
• System & Process Building: Design, standardize, and implement robust operational systems and standard operating procedures (SOPs) to resolve site bottlenecks.

2. Staff Leadership, Supervision & Onboarding

• Direct People Management: Directly supervise, mentor, and evaluate CMAs and PSRs, promoting team cohesion, high performance, and accountability.
• Staff Onboarding & Training: Play a lead supporting role in the onboarding, orientation, and training of new clinical, administrative, and operational staff at the Brandywine site.
• Culture & Patient Experience: Model relational leadership to foster strong relationships with staff and patients; monitor patient experience scores and address patient feedback or grievances proactively.

3. Quality, Infection Control & Regulatory Initiatives

• Infection Control & Clinical Quality: Manage site-level infection control, biological safety standards, clinical protocols, and Quality Improvement (QI) initiatives.
• Regulatory Accreditation: Work with organizational leadership to ensure continuous audit-readiness for The Joint Commission standards and Patient-Centered Medical Home (PCMH)recognition.
• Supporting Grant Management: Play a critical supporting role in executing grant requirements on-site-ensuring clinical workflows, data collection, and patient targets align with the Health Center Program, Ryan White HIV/AIDS Program and Title X family planning grants.

4. Financial Health, Productivity & KPI Management

• Operational & Financial Success: In partnership with senior leadership, manage site operating budgets, monitor supply inventories, control costs, and drive revenue targets.
• KPI Tracking & Reporting: Track, measure, and analyze site performance indicators-including provider productivity, clinical quality metrics, patient visit volume targets, and satisfaction rates.
• Organizational Alignment: Work closely with the Director of Patient Services to execute organization-wide initiatives and strategic goals across the Brandywine location.

Qualifications & Requirements

Reuired Clinical Licensure/Credential:

• Active clinical credential required: Certified Medical Assistant (CMA/RMA), Licensed Practical Nurse (LPN), Registered Nurse (RN), or Physician Assistant (PA)

Minimum Qualifications

1. Bachelor's degree in Business Administration, Health Administration or an equivalent field of study.

1. Three (3) years of specified work experience.

Substitutions

Any combination of education and experience. Incumbent may utilize either of the following options as a substitution to qualify:

• Associate's degree in specified field of study and five (5) years of specified work experience.
• High school diploma, GED, or equivalent certificate of competency and eight (8) years of work experience such as described in the essential work tasks of the job specification.

Experience:

• Operations Management:3-5+ years of progressive healthcare management or clinical operations leadership experience.
• Large Practice / Multi-Site System Background: Experience working within multi-site health centers, large ambulatory practice networks, or FQHCs.
• Multidisciplinary Familiarity: Demonstrated experience or strong understanding of multidisciplinary clinical services (Family Medicine, Pediatrics, Women's Health, Dental, Behavioral Health).
• Regulatory & Grant Program Knowledge: Familiarity with Joint Commission, PCMH, and federally qualified grant programs (HRSA, Ryan White, Title X).

Core Competencies:

• Process & Systems Builder: Ability to design, implement, and refine operational SOPs too optimize appointment access, template management, and site throughput.
• Relational Leadership & Communication: Strong interpersonal and de-escalation skills with a proven track record of building trusting relationships with providers, frontline staff, and patients.
• Data & KPI Management: Ability to track and drive site-level performance metrics, including patient satisfaction, provider productivity, and clinical quality goals.
• Mission-Driven: Deep passion for community healthcare and a commitment to advancing accessible, high-quality care for diverse populations

Physical and Mental Demands:

• Ability to manage multiple priorities and work effectively under pressure
• Ability to move throughout clinical areas
• Continuous use of computers and clinical equipment
• Frequent communication requiring clarity and accuracy
• Ability to assist patients safely during emergent outpatient situations
• Ability to work with interruptions and changing clinical priorities
• Cognitive ability to evaluate and apply information from multiple sources

Language Skills:

Ability to read, interpret, and communicate clinical information, policies, and instructions effectively with patients, staff, and stakeholders.

Compliance:

This position requires adherence to Greater Baden Medical Services' Standards of Conduct, Compliance Program, and all applicable federal, state, and organizational policies. Compliance will be assessed as part of the Clinical Operations Manager's performance evaluation.

Travel:

Must be able to drive between Greater Baden Medical Services, Inc. locations as required