Role summary
The Clinic Manager is responsible for overseeing the day-to-day operations of the clinic, focusing on operational excellence and patient flow from pre-admission through checkout. This role involves supervising Patient Services Representatives and Medical Assistants, ensuring high levels of customer service, efficient operations, and compliance with all regulatory standards. Key responsibilities include staff scheduling and evaluation, performance reporting, revenue cycle support, process improvement, and maintaining patient satisfaction. The position requires proficiency in standard office software, strong communication, and conflict resolution skills.
Overview
Responsible for managing, supervising and coordinating the day-to-day operations at the clinic with focus on operational excellence and patient flow from pre-admission through registration and checkout.
Responsibilities
Description of Primary Responsibilities:
Patient Services Representatives (PSR) Supervision
Schedules, assigns and evaluates staff members engaged in registration, checkout, and patient benefits administration, including adjusting hours and shifts as required to optimize clinic operations.
Orients and trains staff to administer high level of customer service and proper cash handling for medical, eye care and dental; and assures that on-going training and educational needs are met.
Ensures collection activities are consistent across the organization.
Responsible for support of the revenue cycle.
Responsible for performance reporting in regards to the Patient Services Department.
Resp
Responsible for supporting patient benefit administration.
Medical Assistant Supervision
Ensures that patients are linked up with all appropriate services provided by the Association, including working with Patient Benefits, Dental, Family Services, Reception, Referrals and Medical Records as needed.
Ensures that Nursing is prepared for medical emergencies that present to the clinic.
Ensures walk-in patients are triaged correctly.
Ensures nursing-only encounters (BP checks, dressing changes, etc.) are correctly documented in the patient chart and on the fee slip.
Ensures medical providers are assisted in the treatment of acute and emergent illness and injury including
Ensures nursing staff duties are met by trained and cross-trained staff.
Ensures nursing staff compliance with State and Federal nursing standards and scope of practice guidelines.
General Clinic Management
Responsible for patient satisfaction scores
Responsible for developing, implementing, and evaluating methods to ensure effectiveness and efficiency of staff performance and the clinic’s utilization of facilities, equipment, and other resources.
Responsible for daily staff compliance of safety and quality initiatives and processes, including Joint Commission and other regulatory standards of care within the departments supervised.
Responsible for working with other departments to ensure patient care standards are met.
Responsible for staff management.
Relationship & Project Management
Promotes a positive work culture and upholds clinic policies and procedures, including the WE CARE standards of Behavior.
Must uphold confidentiality at all times in regards to CBHA activities, reports, financials, patient health information and other proprietary information specific to CBHA.
Other duties as assigned.
Qualifications
Professional and Technical Knowledge:
Bachelor’s degree with a minimum two years supervisory experience preferably in a healthcare setting or equivalent education and experience.
Possesses general level knowledge/experience in the areas of clinic management, patient navigation and healthcare call center operations.
Applicable training and experience may be substituted for formal education, depending on the nature and duration. Technical Skills:
Ability to create more complex documents in word process software, including creating tables, charts, graphs and other elements.
Ability to use spreadsheet software to analyze data, including the use of formulas, functions, lookup tables and other standard spreadsheet elements.
Demonstrates proficiency in the use of database software.
Possesses working knowledge of standard office equipment.
Communication Skills:
Responsible for effectively communicating basic or non-technical information to co-workers and others.
Responsible for the resolution of conflicts that may arise because of disagreements between employees or between employees and patients.
Job duties require the compilation and analysis of information in effective written form, including correspondence, reports, articles or other documentation.
Job duties require the effective communication of information during informal and formal verbal presentations.
Bi-lingual (English/Spanish) preferred but not required.
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