Manager of Clinical Operations

POSITION SUMMARY:

Operates as part of a management dyad, managing daily operations for all back office, clinical and related business functions. The Manager of Clinical Operations is responsible for assigned department clinical teams and services, working closely with providers, managers and supervisors to assure the implementation of consistent practices, processes, and protocols to achieve excellence in quality of care, service, and access.

The Manager of Clinical Operations is the first level of clinic management, reporting directly to the Executive Director of Clinical Operations and indirectly to the Chief Medical Officer. The Manager of Clinical Operations is distinguished by responsibility for back office clinical and business functions within the clinics, including direct front-line staff supervision, department financial stewardship, quality assurance, modeling and upholding Care Experience standards, and patient engagement responsibilities. The Manager of Clinical Operations partners with Dental/Mobile Managers for facilities and safety-related issues and to develop integrated services for medical/dental/mobile clinics.

The Manager of Clinical Operations ensures operational and performance standards are met for assigned teams and plans, develops, implements, and evaluates department strategies, programs, and policies in partnership with senior leadership by implementing short- and long-range department goals; supporting business initiatives and strategies; ensuring consistent program interpretation and application and analyzing and reporting on successes against metrics.

DUTIES AND RESPONSIBILITIES:

• Provides direct supervision of front-line staff for assigned teams to assure member focused high quality, accessible, cost effective, and service oriented care,
• Pursues professional growth and provides developmental opportunities for others by soliciting and acting on performance feedback; building collaborative, cross-functional relationships; training and developing talent for growth opportunities; delegating tasks and decisions; fostering open dialogue amongst team members; executing performance management guidelines and expectations; and working closely with employees to set goals and provide open feedback and coaching to drive performance improvement.
• Administrative oversight of Providers for PTO requests and schedule changes.
• Manages the day-to-day department utilization of resources through scheduling and time-off allocation. Monitors and controls overtime and provides input to the budget planning process.
• Addresses patient complaints/concerns and researches and resolves; acts as patient advocate when necessary.
• Actively participates on and/or leads various committees, meetings, and workgroups.
• Acquires knowledge and understanding of Care Management, Referral and Community Health Worker job duties and workflows for ability to cross-cover RN Manager and maintain clinic flow and operations.
• Develops and maintains policies and procedures to support FHC workflows and care activities.

• Ability to analyze, integrate and use quantitative data informed decisions about quality improvement and collaborating with clinical staff, back office staff, and team to achieve expected outcomes
• Demonstrated ability to interview, mentor, develop and engage staff, monitor performance standards, deliver results, and hold staff accountable.
• Ability to lead in a culturally diverse environment and promote culturally competent care
• Effective communication, collaboration and change management skills.
• Ability to attend to details, prioritize and complete multiple tasks independently in a fast-paced environment and following agreed upon timelines.
• Strong organizational, communication, human resource and interpersonal skills, with a team-based approach to leadership
• Project management and problem-solving skills with the ability to anticipate needs and make decisions
• Skills in building collaboration and sustaining productive and respectful working relationships, both internally and externally
• Computer proficiency (preferably in Microsoft Windows environment) to effectively communicate, gather data and generate reports
• Ability to support patient care by rooming, performing POCT, and administering medications per provider orders to maintain clinical expertise and competency.

TYPICAL WORKING CONDITIONS:

• While performing the duties of this Job, the employee is frequently exposed to airborne particles.
• The noise level in the work environment is usually moderate to quiet.
• Variable work hours to meet the needs of the organization may be required.

TYPICAL PHYSICAL DEMANDS:

• While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear.
• The employee is frequently required to stand or sit. The employee is occasionally required to walk; reach with hands and arms; or stoop. The employee must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.

QUALIFICATIONS:

• Three (3) years of outpatient primary care experience, required.
• At least one (1) year of supervisory and management experience in a primary care/family practice setting, required.
• Demonstrated understanding of clinical and operational processes, staff licensure/certification, clinical competency requirements and scope of practice concepts, required.
• Demonstrated ability to performance manage, coach, and develop staff, required.
• Demonstrated ability to lead and implement change management and process improvement activities, required.
• Demonstrated ability to establish partnerships with physician group and peers in order to create a culture of commitment to patient focused service, excellent support of physician and clinical practices, innovation, compliance, safety, and integrity, required.

EDUCATION/EXPERIENCE/CERTIFICATIONS/LICENSES:

• RMA, CMA or LPN preferred.
• Bachelor's degree in Healthcare preferred. A combination of experience and education will be considered