Clinic Operations Manager

Under general direction of the Director of Clinic Operations, with latitude for independent judgment, the Clinic Operations Manager (COM) serves as the operations and business manager for the site. The COM performs, supervises, coordinates and/or monitors the work activity of employees at their respective sites. This includes department onboarding, scheduling, staff training and development, coaching, and payroll administration. In addition, the COM supports the implementation and monitoring of Oak Orchard Health’s (OOH) policy and procedures. The COM will maintain a positive work environment in alignment with OOH’s values by behaving and communicating in a respectful and professional manner with patients, coworkers, and various levels of leadership.

Job Duties and Responsibilities:

Operations Management

• Supervises the overall operation of a primary care clinic in alignment with goals and objectives of OOH strategic plan.
• Develop guidelines for prioritizing and assigning work activities, evaluating effectiveness and accuracy to improve efficiencies modifying processes, as necessary.
• Establish and maintain an efficient responsive patient flow system.
• Supports the implementation and upholds policies, procedures, objectives, quality improvement, safety, environmental and infection control, and codes and requirements of accreditation and financial performance.
• Oversee and support maintenance of patient records, to include storage and transfer at site as needed.
• Assist with management of medical clinical staff in collaboration with Director of Nursing (DON), Chief Medical Officer (CMO) and Chief Clinical Officer (CCO).

Financial

• Responsible for control, accuracy, and reporting of daily copay reports and banking deposits.
• Process pharmaceutical, supply, and other types of orders timely and accurately from approved vendor lists.
• Maintain provider schedules to ensure adequate visit volumes for patient access and visit volume performance.
• Compile, analyze, and review monthly site-specific operational reports.
• Ensure insurance pre-verification and appointment chart preparation protocols are completed to maximize reimbursement.

Quality and Compliance

• Oversee completion and submission of quality reports (i.e., employee temperature logs, cleaning logs, etc.)
• In collaboration with physician(s), oversee clinical compliance for quality assurance, documentation, and reporting.
• Submit incident report(s) for adverse events that occur at site.
• Completes all trainings and serves as backup Vaccine for Children (VFC) Program for clinic.
• Address patient complaints and provide satisfactory resolution to address patient needs.
• Oversees the submissions of the Patient Satisfaction Surveys into OOH SharePoint.
• Ensure operational compliance with OOH standards, HIPAA, HRSA, OSHA and JCAHO policies.
• Train staff and practice for emergency and disaster planning protocols.
• Utilizes working knowledge and enforces patient rights and organizational ethics philosophies.

Administrative Duties

• Responsible for recruiting, hiring, site orientation, training, development, evaluation, and management of staff.
• Promptly and accurately complete required documentation related to new hires, terminations, and other status changes.
• Prepare and distribute daily/weekly schedules ensuring proper staffing to support daily clinic operations.
• Maintain an “open-door” policy for staff.
• Manage staff compliantly and consistently.
• Attend in-services and other mandatory training sessions.
• Conduct monthly clinic staff meetings to include all service lines and supporting program staff.
• Act as liaison with property manager and collaborate with the Facilities Department to manage and address issues with property/facility.
• Complete and process reimbursement and mileage expense reports.
• Administer Continuing Medical Education (CME) benefits.
• Routine written and phone communication with patients, staff, and providers.
• Any other reasonable requests by management.

• High School Diploma/GED required; Bachelor’s degree preferred.
• Minimum of 3 years of medical office experience required.
• Management experience strongly preferred.
• License/Certification Preferred: Certified Medical Office Manager (CMOM)

Skills:

• Knowledge of medical practices, terminology, and reimbursement policies.
• CPT/ICD-10-CM coding systems.
• Electronic medical records and billing systems.
• Skill in planning, organizing, delegating, and supervising.
• Skill in evaluating the effectiveness of existing methods and procedures.
• Skill in problem solving.
• Skill in verbal and written communication.
• Ability to use multi-line phone system, including transferring calls and paging.
• Computer skills as outlined below:
• Ability to navigate from desktop to a variety of applications.
• Ability to copy and paste documents.
• Basic Microsoft Outlook email skills (open new, to, cc, send).
• Basic electronic filing skills (name a file, save file, save as).
• Basic typing skills; basic keyboarding skills.
• Basic proficiency with Microsoft Word and Excel.
• Ability to read, interpret, apply and cross-train staff regarding policies and procedures.
• Ability to set priorities among multiple requests.
• Ability to interact with patients, medical and administrative staff, and the public effectively.