Clinic Manager

ASSIGNMENT SUMMARY The Clinic Manager plays an essential role in the oversight of clinic day-to-day operations, including staff assignments, clinic policies and procedures, and the coordination and integration of medical and specialty service programs. This position takes the primary role in the day-to-day management of patient care via front office operations and back office support; ensuring access and optimal scheduling for patients in whatever avenue they pursue (in-person, over the phone, via text, email or online portal). The Clinic Manager likewise provides guidance and supervision to department staff, and implements policies and procedures as needed. They oversee front office staff (PSR, CCR, and ILPC), and works in collaboration with back office leadership to address and improve workflow challenges and staff performance issues (clinical and non-clinical); ensuring optimal scheduling and productivity at our clinic sites. This position interfaces with administration to communicate and resolve HR issues and challenges; mentoring, training and instructing other employees and key supervisors in their departments. The Clinic Manager reports directly to the Director of Patient Services. ESSENTIAL FUNCTIONS/RESPONSIBILITIES • Supervises day-to-day activities of clinic's patient access and scheduling departments, including front office, call center and in-language support personnel. • Oversees overall facilities; including identifying repairs, upgrades, and general site management including supervising work completion. • Ensures efficient and effective scheduling strategies to maintain excellent patient care and guarantee access to care. • Responds to patient complaints and grievances both internal and external. • Collaborates with clinic leadership to improve patient scheduling strategies and to address patient volume issues immediately as they arise. • Ensure compliance with all contract operating guidelines, managed care administrative regulations. • Assists and advises clinic leadership in the management of patient appointments. • Ensure utilization of clinic schedule to meet monthly visit goals for all specialties including medical, dental and vision. • Audit for accuracy of UDS required data to maintain compliance. • Manages staff schedule to ensure adequate coverage at all clinic locations. • Spearheads monthly existing patient retention strategy including missed and reschedule need. • Responsible for customer service and patient satisfaction activities including collection of patient survey annual quota via all avenues (in-person, phone, text, etc.). • Administers text message (Artera) appointment reminder system and oversees text "campaigns" in conjunction with Business Intelligence (BI) partners. • Acts as a secondary contact and provides support in the oversight of clinical personnel (medical assistants), monitoring patient flow, staff engagement, and overall satisfaction. • Supports and promotes organizational goals and objects. • Contributes to clinic-wide initiatives in accordance with organizational goals and objectives. • Participates as a member of the management team in the development and implementation of department-wide policies and programs. • Assists and contributes to facility site reviews from managed health plans as well as state programs; • Supports the recruitment and retention of front office positions and other roles as needed. • Identifies personnel needs, disciplines, terminates, recruits and trains as needed. • Conducts supervisees' performance evaluations and addresses areas in need of performance improvement. • Works collaboratively with the Director of Patient Services and Operations Leadership and other members of the Management team to maximize utilization of available resources. • Responsible for preparing periodic progress reports to Director of Patient Service. • Oversight and onsite rotation of weekend clinic days to support clinical service. • Other duties as assigned. MINIMUM QUALIFICATIONS • BA / BS and/or healthcare specific certification and/or minimum 3+ years of experience in clinic operations of which at least 2 years have been in a supervisorial role. Experience in a community health center setting preferred. • Proficient in Microsoft Office; Word, Excel, Power Point. Experience and expertise with scheduling and EHR software. • Excellent written and verbal communication skill. • Must follow up on assignments, show initiative, be self-motivated, and have a strong work ethic; • Well organized, detail oriented and proactive with the ability to see the "big picture". • Must possess strong time management skills, including deadline prioritization of multiple projects with real-time timelines for assignments. • Must have ability to establish & maintain effective working relationships with supervisees, medical providers & peers. • Driver's License with ability to travel per site as needed. • Bilingual English/Korean or English/Spanish highly preferred. WORKING CONDITIONS/PHYSICAL REQUIREMENTS: This is primarily an office position that requires only occasional bending, reaching, stooping, lifting and moving of office materials weighing 25 pounds or less. The position requires daily use of a company provided computer and requires entering, viewing, and revising text and graphics on the computer terminal and on paper. The position requires occasional travel to attend on- and off-site meetings. Kheir Clinic provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Kheir Clinic complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Kheir Clinic will consider for employment all qualified Applicants, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. Please note that this job description is subject to change to meet the needs of Kheir Clinic.