Clinic Manager - SC

Under the general supervision of the Site Director, the Clinic Manager is responsible for coordinating the efficient flow of medical, behavioral health and dental services, ensuring a high level of customer service and managing the health center's telecommunications and electronic health records systems. The Clinic Manager is responsible for organizing and coordinating the day-to-day activities of the medical and dental support staff. The Clinic Manager is charged with maximizing appointment scheduling, ensuring patients are check-in accurately, and facilitating proper registration for public and privately funded programs. Participates and leads process improvement initiatives to enhance the health center's Patient Centered Medical Home (PCMH) care delivery model. The Clinic Manager is responsible for promoting positive working relationships with patients, families, health care providers and health center employees in the spirit of Camino's core values. The Clinic Manager is charged with developing a culture of teamwork within the health center in order to ensure an excellent patient experience, efficient operations and optimal access to care.

The Clinic Manager directly supervises the Health Information Clerks, Patient Services Representatives, Patient Services Representative Leads, Medical Assistants, Primary Care Team Leads, Perinatal Coordinator, Dental Assistants, Registered Dental Assistants, and Dental Leads.

The Clinic Manager is an active member of the Management Team.

Ensure that the core values of Camino Health Center - Service, Dignity, Justice, and Excellence - are carried out within daily tasks.

Essential Function

Patient Support Services

• Coordinates and supervises the daily activities of medical and dental support staff.
• Resolves routine and semi-complex problems independently. Works collaboratively with the Dental Director, Behavioral Health Director and Nursing Manager to deliver an excellent patient experience and ensures an optimal clinic work flow. Appropriately escalates patient complaints, quality risk events and complex issues to the Site Director.
• Assists subordinates with non-complex work-related matters to include, but not limited to: analyzing patient and provider scheduling priorities, answering telephones using proper telephone etiquette, greeting and processing patients, keeping patients and providers informed of their respective status and retrieving health information as needed.
• Responds promptly and with caring actions to patients and employees in a manner that is consistent with the health center's core values.
• Contributes to the success of Camino Health Center by partnering with the Quality Improvement Manager and other health center Management Team members in the development and implementation of quality improvement activities.
• Ensures the essential functions of medical and dental support staff, are carried out in a satisfactory manner. Collaborates with the Nurse Manager and Dental Director to ensure the work of the medical and dental support staff efficiently supports the needs of the care teams.
• Monitors phone utilization and properly staffs to meet patient demand.
• Oversight of the Perinatal Coordinator's activities and the health center's Comprehensive Perinatal Services Program (CPSP). Collaborates with the Chief Medical Officer and Nurse Manager to ensure CPSP program is fully integrated into the health center's service delivery model (SJC ONLY).

Accurate Appointment Scheduling and Patient Registration

• Ensures medical and dental support staff deliver high quality customer service at all times (in-person and on the phone).
• Proactively monitors the medical and dental clinic schedules in order to ensure optimal patient access and department productivity goals are achieved.
• Ensures patient appointment scheduling is completed in accordance with the health center's protocols and relevant payer/funder requirements.
• Coordinates patient reminder and no-show calls.
• Ensures Patient Services Representatives and Dental Assistants efficiently and accurately check-in patients.
• Ensures the health center's Sliding Fee Policy is accurately and consistently carried out.
• Ensures staff accurately follow the cash collection process in a manner consistent with the health center's policies.
• Conducts a daily cash reconciliation to ensure the accurate recording of patient payments.

Health Information

• Provides oversight of the day-to-day work of the Health Information Clerks. Ensures incoming fax queues are processed timely and accurately in a manner that is consistent with the health center's policies and procedures.
• Ensures confidentiality of protected health information (PHI) -- written, electronic and verbal communications.
• Ensures the integrity of data in the health center's electronic health record.
• Coordinates the conversion of paper records to an electronic format. Ensures that electronic documents are uploaded to patients' electronic medical record accurately and in a timely manner.
• Oversight of tasks generated via the electronic health record's task management system and any corresponding queues.
• Oversight of the health center's electronic patient portal.
• Ensures medical and dental support staff accurately document their work in the electronic health record.
• Ensures that patient consents and releases are used in a manner consistent with the health center's protocols.
• Responsible for reconciling electronic PHI exports and imports.
• Responsible for the accurate processing of medical records and provider deposition subpoenas.
• Primary point of contact and maintains relationship with the third party medical records vendor.

Staff Performance

• Evaluates staff performance against job description criteria and competency assessment; provides guidance and coaching to develop individuals as well as the team to highest potential.
• In conjunction with Human Resources, Site, and Dental Directors, actively participates in recruitment activities, promotions, performance improvement plans and disciplinary action for medical and dental support staff.
• Facilitates new support staff onboarding; partners with Leads to ensure new employees successfully complete their probationary period and competency check list.
• Assesses training needs, promotes developmental activities and provides staff in-services.
• Conducts ongoing individual, team, and department meetings to promote effective communication, assess and resolve staff needs, and foster good teamwork.

• Schedules and tracks tardiness, attendance, meals and rest breaks, and paid time off (PTO). Ensures that time keeping protocols are followed.

• Keeps staff informed of organization wide activities and promotes Camino Health Center's mission, vision, values and goals.

Administrative Support

• In coordination with the Quality Improvement Manager, takes an active role in preparing for and participating in program audits, including but not limited to: CalOptima, Monarch, CHOC, CHPD and HRSA.
• In coordination with the Nursing Manager, procures vaccines, ensures the proper inventory of vaccines are maintained and properly stored. Completes excursion reports and the return of expired doses as necessary.
• Fills the role of Vaccine Coordinator for the Vaccines for Children program. Responsible for the day-to-day administration of the program and takes a lead role in preparing for and participating in audits.
• In coordination with the Nursing Manager, procures vaccines, ensures the proper inventory of vaccines is maintained and is properly stored. Completes excursion reports as necessary and return of expired doses.
• Participates and leads Patient Centered Medical Home (PCMH) initiatives.
• Take a lead role in developing and maintaining health center patient registration forms and related policies and procedures.
• Coordinates with the Nursing Manager and Dental Director to ensure proper inventory of medical and dental supplies are maintained.
• Assists the Site Director with developing medical and dental appointment schedules. Responsible for the day-to-day oversite of the appointment schedules
• In coordination with the Quality Improvement Manager, responds to formal patient grievances. Implements process improvement activities to address areas with chronic issues.
• Provides first level information technology (IT) support.

Minimum Position Qualifications:

• Education: Bachelor's degree in related field
• Experience / Training: Prior supervisory experience and excellent customer services skills. Relevant work experience will be considered in lieu of formal education.

Preferred Position Qualifications:

• Education: Master's degree in related field
• Experience / Training: Bilingual English/Spanish; two years of experience working in an outpatient primary care clinic; two years of supervisory experience; experience working at a Federally Qualified Health Center (FQHC)