Director of Clinical Services

La Clnica del Pueblo Job Description

Job Title:

Director of Patient Services

Department:

Patient Services

Supervisor:

Chief Operating Officer

Location:

On-site in Washington, DC (District of Columbia), and Hyattsville, MD

Classification:

Exempt

Synopsis:

Reporting to the COO (Chief Operating Officer) and serving as a member of the Leadership Team,

the Director of Patient Services is responsible for overseeing the effectiveness and efficiency of LCDP's clinical practice sites and systems, including overseeing patient services, the environment of care, the resulting patient, and staff experience. This role is responsible for implementing and overseeing operational standards of care for health center operations, clinical operations, patient access representatives, and intake worker and benefits specialists. Additionally, the position will establish the necessary environment of care to support staff and operations, including patient safety, infection control, supplies, and equipment maintenance.

In collaboration with Patient Services and other department leaders, the Director of Patient Services will actively participate in and lead, as appropriate, operational quality improvement for patient services, assist with implementation of grants and programs, and provide oversight and direction for the clinical practice sites. Working with the leadership team, the position also contributes to the development and implementation of organizational strategies, policies, and practices.

The Director of Patient Services is responsible for overseeing the policies and procedures, staff members, resources, and activities that support LCDP's goals around access to care and patient experience for patient services. These goals will be implemented through the lens of the Institution for Healthcare Improvement's Quadruple Aim: Patient Experience, Staff Experience, Cost, and Quality of Care.

Qualifications

Required Education and Experience:

• Minimum five years leading complex clinical operations
• Experience working with external partners, vendors, and agencies with a record of accomplishment for success
• Experience managing and building budgets

Preferred Education and Experience:

• Master's degree in public health, health administration, or related field
• Experience working in an FQHC practice environment
• Experience using eClinicalWorks medical record software, including knowledge of workflows, data extraction and reporting
• Ambulatory care experience working as a nurse, medical assistant, or other clinical professional
• Experience working with patients and staff from diverse socio-economic, ethnic, and cultural backgrounds.
• Experience working with Latino/underserved communities
• Bilingual in English and Spanish

Required Skills/Abilities/Certifications/Licenses:

• Excellent written, oral, interpersonal, and presentation skills and the ability to effectively interface with staff, board of directors, and community partners
• Leadership skills and commitment to quality patient care and service excellence
• Demonstrated skills in leading, coaching, and developing staff
• Ability to work collaboratively and cooperatively with a diverse interdisciplinary team at all levels
• Commitment to the mission and values of La Clinica del Pueblo
• Strong planning and project management skills
• Ability to complete some work outside of traditional business hours; ability to travel to off-site venues for meetings and events
• Proficiency in MS Office including Word, Excel, and PowerPoint

Preferred Skills/Abilities/Certifications/Licenses:

• Knowledge of Federally Qualified Health Center (FQHC) compliance and Patient-Center Medical Home (PCMH) accreditation
• Knowledge of Federal and local grant programs, such as FQHC, UDS (Uniform Data System) reporting, Title V, Title X, HRSA (Health Resources and Services Administration), and Ryan White programs
• Knowledge of government contract management, grants management, and regulatory compliance requirements

Duties and Responsibilities:

Patient Services Oversight and Direction

• Oversees the operations of all areas of patient services
• Develops and monitors the operational budgets for the Patient Services Department
• Assists in the development of grant-specific budgets, as assigned, and develops and manages spending plans, accordingly
• Develops and implements operational standards of care for all areas under the Patient Services Department, including patient access, patient flow, scheduling, and health center operations
• Oversees the creation, updating, and management of schedules for medical, nursing, care management and coordination, and specialty practices of both LCDP (La Clinica Del Pueblo) clinical sites, including the on-call schedule for 24/7 primary care coverage
• Establishes, implements, and improves policies that support patient access, utilization, and continuity of care in accordance with PCMH standards
• Oversees the management of patient complaints including tracking data, preventing recurrences, and conflict resolution.
• Oversees the collection, tracking, and analyzing of data related to patient access and experience
• Develops and oversees the implementation of policies for INTWBS (Intake Workers and Benefits Specialists), Patient Access Representatives, and medical records to support positive patient experience, access to care, and access to insurance and benefits
• Develops and oversees the implementation of standard operating procedures for clinical workflows, including referral and diagnostic imaging management, patient walk-ins and phone calls, continuity of care, appointment recalls, VFC and vaccine management
• Plans, develops, implements, and leads in collaboration with other staff, to improve patient access and experience
• Works closely with the CMO, or designee, to establish primary care provider panel size based on practice supply and demand, and establishes guidelines and protocols for ongoing panel management
• Collaborates with CFO and Compliance Officer to maintain LCDP's participation in the 340b program and conduct administrative functions related to enrollment and reconciliation

Environment of Care

• Oversees the day-to-day needs for clinical operations, including use of space, patient and staff safety, infection control, supplies and equipment maintenance
• Works closely with the Operations Department to respond collaboratively to facility needs and repairs
• Establishes standards and oversees the development of procedures for procurement of supplies, equipment, and inventory management
• Assists with efforts to design and re-design clinical spaces within the sites to support patient flow and efficiency of clinical operations

Information Systems

• Participates in the governance of the use and configuration of the EHR (Electronic Health Records) and related platforms, making recommendations for modifications to improve overall functionality and efficiency
• Serves as an administrator and collaborates closely with the Operations Department regarding the telecommunications system, governing the use, data collection, and activities to improve its ability to support better telephone access and efficient workflows
• Collaborates with the Operations Team to make and implement changes to improve call flow and answering percentage, reduce dropped calls, and improve patient satisfaction

Risk Management

• Leads emergency preparedness planning, training, and responses
• Assists with planning and response to inclement weather and other events that may affect facility operations
• Assists with the development of plans and policies for organization-wide emergency preparedness and disaster recovery
• Develops and implements policies and applicable staff training, in collaboration with the Operations Team, when gaps are identified around the areas of facility, health information technology, and IT operations
• Assists with compliance with required activities such as fire and other disaster drills

Leadership and Communication

• In collaboration with the Quality Improvement Department, participates in, and serves as a lead as appropriate, for quality improvement program and activities to enhance patient and staff experience, cost, and quality of care
• Leads site and department-wide communications about services and activities
• Works with community partners and government officials in collaboration with other LCDP leadership team members to ensure growth and success.
• Contributes to short and long-term organizational planning and strategy as a member of the senior management team
• Represents LCDP in communications with vendors, partners organizations, and other groups by attending conferences or meetings
• Performs other duties as assigned

Supervisory Responsibilities:

• Directly supervises the Practice Managers
• Recruits, interviews, hires, and coordinates onboarding for staff
• Communicates clearly, concisely, and accurately, creating a working environment that provides growth and job satisfaction.

Physical Requirements:

• Prolonged periods of standing and working on a computer
• Must be able to lift 45 pounds at times

Equal Opportunity Employer. We affirm all identities at La Clnica and expect all employees to welcome and work with colleagues and clients, regardless of sexual orientation, gender identity, race/ ethnicity, country of origin, language, other ability, age, religion, or other identity.