LA Clinica del Pueblo
Job Title:
Health Center Manager
Department:
Patient Services
Supervisor:
Director of Clinical Services
Location:
On-site in Washington, DC
Classification:
Exempt/ Salaried
Synopsis:
The Health Center Manager ensures smooth operations, high quality care, and excellent patient satisfaction for La Clinica del Pueblo's clinical sites. Responsibilities include managing daily site operations at an assigned LCDP (La Clínica Del Pueblo) clinic, including staff management, patient care management, facilities management, and leadership for high-quality care. Direct supervision of Patient Access Representatives, Intake Worker and Benefits Specialists, Patient Care Coordinators, and laboratory staff; operational support to providers and nurses. The Health Center Manager builds rapport to support effective communication between team members and works directly with the clinical team to provide effective leadership to increase productivity, efficiency, and quality of patient care. The Health Center Manager is responsible for planning, coordinating, delegating, and monitoring all operational aspects in accordance with the FQHC regulatory requirements and is responsible and held accountable for leading and defining goals, and performance standards for the clinic. The Health Center Manager will work closely with the Director of Patient Services, other Health Center Managers, leads, and operations staff to achieve excellent patient care and patient satisfaction, reach financial targets, and meet regulatory requirements.
QUALIFICATIONS
Required Education and Experience : Bachelor's degree in health care administration, social work, public health, or related field, or equivalent combination of education and experience Minimum four years prior experience working in a medical, mental health, and/or community health clinic practice Two years prior supervisory/management experience Preferred Education and Experience:
Knowledge of Federally Qualified Health Center (FQHC) requirements and/or Patient-centered Medical Home (PCMH) standards Experience working with electronic medical record or practice management system; data extraction/reporting; eClinicalWorks experience strongly preferred Experience working with patients and staff from diverse socio-economic, ethnic, and cultural backgrounds Clinical work experience or experience supervising clinical staff Required Skills/Abilities/Certifications/Licenses:
Bilingual English/Spanish, fluent written and oral communication Leadership skills and commitment to quality patient care and service excellence Strong coaching, training, and supervision skills Strong commitment to LCDP's mission and health as a human right Proficiency in MS Office including Word, Excel, and PowerPoint Preferred Skills/Abilities/Certifications/Licenses:
Understanding of revenue cycle management Knowledge of UDS (Uniform Data Set), Title V, Title X, HRSA (Health Resources and Services Administration) and Ryan White grant programs Knowledge of insurances including Medicare, Medicaid, local public, commercial insurance, and local health insurance exchanges. DUTIES AND RESPONSIBLITIES
Site Based Operations Management
Manage day-to-day operations of assigned clinic site and primary care practice and ensure coverage for all positions and functions for day-to-day operations of patient care. Manage the process for maintaining adequate staff, including monthly staff schedules, shift rotations and PTO coordination. Manage schedules for medical and specialty practices of LCDP: Follow scheduling guidelines for the practice, including patient recalls. Monitor appointment supply and demand, no show rate, third next available appointment, and other key indicators for access and continuity; and Reports data to clinical leadership to guide and enhance access and continuity. Oversee management of medical records requests, following all HIPAA (Health Insurance Portability and Accountability) requirements, in collaboration with Practice Coordinator Manage inventory of clinical and office supplies and place orders when needed: Provide oversight of Vaccines for Children Program at assigned clinical site according to Center for Disease Control (CDC) for District of Columbia and Maryland regulations. Coordinate, and provide oversight for inventory management including purchasing of medical and office supplies, medications, and private vaccines for assigned clinical site. Supervision of expired medications and supplies, tracking and inventory. Supervision of receiving, storage and handling of all medical and office supplies, medications, private vaccines and VFC vaccines. Manage site facilities including: Promote positive patient flow by ensuring efficient day-to-day management of patients and coordination of care services to improve the patient experience Monitor patient areas, including waiting rooms and children's areas and ensure patients and the public are comfortable, safe, and attended to on a timely basis, and troubleshoot issues as they arise. In collaboration with the Operations Manager, ensure the clinical sites are patient friendly, clean, in good repair and meet regulatory requirements. Participate in and lead site and department-related quality improvement program and activities to improve patient experience, staff experience, cost, and quality of care. Participates in LCDP's management team and represents LCDP (La Clínica Del Pueblo) at external meetings as assigned. Staff Management
Front Office and Intake
Oversee the front desk functions to maximize patient access and experience, including appointment scheduling, reception functions, answering phone calls, verifying and updating patient information such as address and insurance status Oversee and manage the intake process, which includes obtaining required information from patients and educating patients about insurance benefits and documentation, including the premium, insurance eligibility, deductible, co-pays/co-insurance, and re-certifications. Make changes, as needed, in collaboration with the Director of Patient Services, to the department's workflows and processes to improve revenue and patient access Work in collaboration with care team members and Director of Patient Services to develop and implement protocols to ensure patients are kept up to date with pharmaceutical insurance and Ryan White benefits. Clinical Support Staff
Oversee the functions of Patient Care Coordinators (PCCs or Medical Assistants), including patient intake and vitals, provider support, referrals, and other clinical support activities, based on LCDP policies and procedures Oversee the laboratory at the site, according to LCDP policies and procedures, to ensure efficient operations Site Based Performance
Monitor, track, analyze, and respond to patient complaints and/or concerns. Proactively leads service recovery activities. Communicates findings, recommendations, and corrective action strategies, if relevant, to the Director of Patient Services. Manage and assist team with risk management activities and incident reporting to document and follow-up, as appropriate Implement and maintain manuals, standing operating procedures, workflows, and other training tools for the department, in collaboration with Director of Patient Services Perform other related duties as assigned Supervisory Responsibilities:
Directly supervise site support staff including Patient Access Representatives, Intake Worker and Benefits Specialists, Patient Care Coordinators, and laboratory staff. Champion staff satisfaction by conducting regular care team meetings to ensure communication, review achievements, and evaluate patient care and patient flow Coach and develop team members with ongoing quality assurance monitoring, training, and development of site-based staff. Provides constructive and timely feedback to staff In collaboration with the care team leads and other Health Center Manager, manage the process of annual competency assessment for Patient Care Coordinators. Actively participates in recruiting, interviewing, hires, and staff training Oversees the daily workflows to ensure alleviation of bottlenecks and seamless flow between front and back office Supervise training of new hires and ongoing training to ensure completion of competency checklists Provides constructive and timely feedback to staff Physical Requirements:
Prolonged periods of sitting at a desk and working on a computer Must be able to lift to 15 pounds at times
Equal Opportunity Employer. We affirm all identities at La Clínica 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.
Health Center Manager
Department:
Patient Services
Supervisor:
Director of Clinical Services
Location:
On-site in Washington, DC
Classification:
Exempt/ Salaried
Synopsis:
The Health Center Manager ensures smooth operations, high quality care, and excellent patient satisfaction for La Clinica del Pueblo's clinical sites. Responsibilities include managing daily site operations at an assigned LCDP (La Clínica Del Pueblo) clinic, including staff management, patient care management, facilities management, and leadership for high-quality care. Direct supervision of Patient Access Representatives, Intake Worker and Benefits Specialists, Patient Care Coordinators, and laboratory staff; operational support to providers and nurses. The Health Center Manager builds rapport to support effective communication between team members and works directly with the clinical team to provide effective leadership to increase productivity, efficiency, and quality of patient care. The Health Center Manager is responsible for planning, coordinating, delegating, and monitoring all operational aspects in accordance with the FQHC regulatory requirements and is responsible and held accountable for leading and defining goals, and performance standards for the clinic. The Health Center Manager will work closely with the Director of Patient Services, other Health Center Managers, leads, and operations staff to achieve excellent patient care and patient satisfaction, reach financial targets, and meet regulatory requirements.
QUALIFICATIONS
Required Education and Experience : Bachelor's degree in health care administration, social work, public health, or related field, or equivalent combination of education and experience Minimum four years prior experience working in a medical, mental health, and/or community health clinic practice Two years prior supervisory/management experience Preferred Education and Experience:
Knowledge of Federally Qualified Health Center (FQHC) requirements and/or Patient-centered Medical Home (PCMH) standards Experience working with electronic medical record or practice management system; data extraction/reporting; eClinicalWorks experience strongly preferred Experience working with patients and staff from diverse socio-economic, ethnic, and cultural backgrounds Clinical work experience or experience supervising clinical staff Required Skills/Abilities/Certifications/Licenses:
Bilingual English/Spanish, fluent written and oral communication Leadership skills and commitment to quality patient care and service excellence Strong coaching, training, and supervision skills Strong commitment to LCDP's mission and health as a human right Proficiency in MS Office including Word, Excel, and PowerPoint Preferred Skills/Abilities/Certifications/Licenses:
Understanding of revenue cycle management Knowledge of UDS (Uniform Data Set), Title V, Title X, HRSA (Health Resources and Services Administration) and Ryan White grant programs Knowledge of insurances including Medicare, Medicaid, local public, commercial insurance, and local health insurance exchanges. DUTIES AND RESPONSIBLITIES
Site Based Operations Management
Manage day-to-day operations of assigned clinic site and primary care practice and ensure coverage for all positions and functions for day-to-day operations of patient care. Manage the process for maintaining adequate staff, including monthly staff schedules, shift rotations and PTO coordination. Manage schedules for medical and specialty practices of LCDP: Follow scheduling guidelines for the practice, including patient recalls. Monitor appointment supply and demand, no show rate, third next available appointment, and other key indicators for access and continuity; and Reports data to clinical leadership to guide and enhance access and continuity. Oversee management of medical records requests, following all HIPAA (Health Insurance Portability and Accountability) requirements, in collaboration with Practice Coordinator Manage inventory of clinical and office supplies and place orders when needed: Provide oversight of Vaccines for Children Program at assigned clinical site according to Center for Disease Control (CDC) for District of Columbia and Maryland regulations. Coordinate, and provide oversight for inventory management including purchasing of medical and office supplies, medications, and private vaccines for assigned clinical site. Supervision of expired medications and supplies, tracking and inventory. Supervision of receiving, storage and handling of all medical and office supplies, medications, private vaccines and VFC vaccines. Manage site facilities including: Promote positive patient flow by ensuring efficient day-to-day management of patients and coordination of care services to improve the patient experience Monitor patient areas, including waiting rooms and children's areas and ensure patients and the public are comfortable, safe, and attended to on a timely basis, and troubleshoot issues as they arise. In collaboration with the Operations Manager, ensure the clinical sites are patient friendly, clean, in good repair and meet regulatory requirements. Participate in and lead site and department-related quality improvement program and activities to improve patient experience, staff experience, cost, and quality of care. Participates in LCDP's management team and represents LCDP (La Clínica Del Pueblo) at external meetings as assigned. Staff Management
Front Office and Intake
Oversee the front desk functions to maximize patient access and experience, including appointment scheduling, reception functions, answering phone calls, verifying and updating patient information such as address and insurance status Oversee and manage the intake process, which includes obtaining required information from patients and educating patients about insurance benefits and documentation, including the premium, insurance eligibility, deductible, co-pays/co-insurance, and re-certifications. Make changes, as needed, in collaboration with the Director of Patient Services, to the department's workflows and processes to improve revenue and patient access Work in collaboration with care team members and Director of Patient Services to develop and implement protocols to ensure patients are kept up to date with pharmaceutical insurance and Ryan White benefits. Clinical Support Staff
Oversee the functions of Patient Care Coordinators (PCCs or Medical Assistants), including patient intake and vitals, provider support, referrals, and other clinical support activities, based on LCDP policies and procedures Oversee the laboratory at the site, according to LCDP policies and procedures, to ensure efficient operations Site Based Performance
Monitor, track, analyze, and respond to patient complaints and/or concerns. Proactively leads service recovery activities. Communicates findings, recommendations, and corrective action strategies, if relevant, to the Director of Patient Services. Manage and assist team with risk management activities and incident reporting to document and follow-up, as appropriate Implement and maintain manuals, standing operating procedures, workflows, and other training tools for the department, in collaboration with Director of Patient Services Perform other related duties as assigned Supervisory Responsibilities:
Directly supervise site support staff including Patient Access Representatives, Intake Worker and Benefits Specialists, Patient Care Coordinators, and laboratory staff. Champion staff satisfaction by conducting regular care team meetings to ensure communication, review achievements, and evaluate patient care and patient flow Coach and develop team members with ongoing quality assurance monitoring, training, and development of site-based staff. Provides constructive and timely feedback to staff In collaboration with the care team leads and other Health Center Manager, manage the process of annual competency assessment for Patient Care Coordinators. Actively participates in recruiting, interviewing, hires, and staff training Oversees the daily workflows to ensure alleviation of bottlenecks and seamless flow between front and back office Supervise training of new hires and ongoing training to ensure completion of competency checklists Provides constructive and timely feedback to staff Physical Requirements:
Prolonged periods of sitting at a desk and working on a computer Must be able to lift to 15 pounds at times
Equal Opportunity Employer. We affirm all identities at La Clínica 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.