Description & Requirements

Clinical Operations Manager

Summary: The Clinical Operations Manager (COM) is responsible for maintaining safe and stable operation of their assigned offices. They monitor and provide cost effective, strategic management for their areas by utilizing the tools and resources available, sound judgement, and past experience.

The COM is responsible for the clinical operations in their assigned area including, but not limited to, ensuring safe clinical practice within their offices, assessing and providing the ongoing development of their staff, and enforcement of clinical policies.

Essential Duties and Responsibilities - Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Supports the vision and mission of the organization. Assists with the execution of the clinical and operational strategy set forth from the CEO
• Develops and maintains a working knowledge of our clinical practices, tools, EMR, and Employee Handbook.
• Maintains their own skills in their clinical areas by working in the medical office when needed.
• Leads team meetings regularly and follows up on any action items.
• Monitors and evaluates staff knowledge related to our clinical practices, tools, and EMR.
• Ensures their staff are trained in policies and procedures, actively participates in that training, and assumes responsibility for identifying knowledge or skills gaps to provide remediation.
• Demonstrates ability to work alongside new physicians coming into their area and help develop others to assist them with future physician collaboration.
• Demonstrates ability to anticipate potential operational obstacles, create and carry out strategies to minimize obstacles, and effectively solve issues as they arise.
• Demonstrates ability to use various reports to minimize patients lost to follow up and effectively trains others on reports and visit cadence (algorithm) to ensure patient compliance.
• Is primarily responsible for the Athena Dashboards for their offices, ensuring that they are being addressed appropriately managed. Demonstrates the ability to effectively teach others on dashboard management.
• Is responsible to address staff performance issues, patient complaints, and physician concerns in a professional and mature manner.
• Is accountable for daily providers' clinic schedules staying full and maximizing their office time. Also responsible for training staff to ensure all required chart documents and information are collected and processed prior to patients' appointments.
• Is responsible for ensuring offices are staffed appropriately and vacant positions are backfilled in a timely manner with qualified candidates. Staff schedules will be arranged to ensure appropriate coverage. Position requisitions and associated staffing paperwork will be completed accurately and timely, then submitted through the proper channels.
• Oversees employee evaluation and development, including potential future leaders and providing support and training towards their goals.
• Coordinates the effective opening of new offices.
• Performs other duties as assigned

Supervisory Responsibilities:

• Directly responsible for the oversight and development of the Office Coordinators and their offices. Works in the offices routinely to maintain skills and fill in as needed.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Competencies - To perform the job successfully, an individual should demonstrate the following competencies:

• Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
• Interpersonal - Focuses on effective professional communication and resolving conflict. Maintains confidentiality. Set the example to their reports and seek guidance from supervisors and peers when needed.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed; Recognizes accomplishments of their team members.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates and/ or leads meetings.
• Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.
• Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform at a high level; Effectively influences actions and opinions of others; Inspires respect and trust; Accepts feedback from others; Provides vision and inspiration to peers and subordinates; Gives appropriate recognition to others; Displays passion and optimism; Mobilizes others to fulfill the vision.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Education/Experience: Associate's degree or Medical Assistant diploma; Three to five years of experience in a medical office setting including supervising others; or equivalent combination of education and experience.
• Language Ability: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
• Math Ability: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage and to draw and interpret bar graphs.
• Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions and data furnished in written, oral, diagram, or schedule form.
• Computer Skills: To perform this job successfully, an individual should have proficient knowledge of EMR/EHR systems, portals, and experience navigating multiple systems throughout the workday. A basic ability to utilize Excel is required.
• Certificates and Licenses: Medical Assistant diploma is preferred, Associate degree is preferred

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand, sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; stoop, kneel, crouch, or crawl and taste or smell. The employee must occasionally lift and/or move up to 50 pounds.