The Director of Clinical Practice Services manages clinical support staff and clinical operations of the Health Service – Evanston to provide primary care medical services to Northwestern students averaging 30,000+ outpatient visits annually.
Please Note: The responsibilities of this position require working extra hours as needed to cover for staff absences, rotating on-call duties with other RN staff, and any other situation that may emerge that impacts continuity of clinic operations. Additionally, the position is considered "essential staff" for any campus emergency that requires the Health Service be available to provide medical services for the campus population.
Clinic Operations and Scheduling
- On a daily basis, verifies the clinic has all essential resources in place to provide outpatient health care services (e.g. building is functional and safe; sufficient computer, network and telecommunications resources; adequate staffing coverage for each area of the clinic). Identifies and acts on daily priorities for patient care and responds to variations in demand for patient care resources.
- Responsible for monitoring and managing overall clinic schedule accuracy. Allocates and matches resources to support timely and efficient delivery of patient care, and changes to the schedule for unexpected events.
- Communicate with practitioners and Medical Director to ensure adequate staffing resources and responsiveness to patient access and care.
- Investigate and respond to issues of patient satisfaction and quality of health care services.
- Contributes content for Health Service web page related to clinical services.
- Collaborate with Sport Medicine to manage clinic Athletic Trainer schedules. Support administration of physical exams and diagnostic testing for student athletes participating in team sports. Coordinates resources for administration of influenza vaccine to student athletes.
- Collaborates with the consulting allergist on Health Service policies and procedures for administration of allergy shots
- Strives to stay current with emerging trends in college health. Seeks opportunities to continuously improve clinical operations and implement best practices to deliver the highest quality of health care services. Conducts analysis of clinical operations and prepares written reports to support effective resource allocation and strategic planning.
Supervision of Staff and Resource Allocation
- Supervises Registered Nurses, Medical Assistants, Patient Representatives (regular and temporary staff) – and performs recruiting, hiring, orientation, training, and performance management of staff to support clinical practice operations.
- Responsible for full functioning and scheduling of clinic support staff to be responsive to patient and practitioner needs
- Develops policies and procedures; training and continuing education resources; and administrative processes for clinic support staff to fully function in their respective roles.
- Cultivates ongoing growth and development of clinical support staff that report to the position.
Scope of Coverage Provided by Director of Clinical Practice Services
- May provide backup coverage for clinical support staff including RN role as scheduling requires.
After-hours Support for Patient Care
- Functions as the lead contact with the answering service (TeamHealth) that coordinates medical care after regular business hours. Collaborates on resolution of problems, schedule changes; and serves as an emergency contact.
- Responsible for accuracy of answering service schedules, contacts, changes in contacts, and after-hours contact if on-call physician cannot be reached or if other urgent problems arise. This position is responsible for students and physicians being able to communicate after-hours needs for medical care.
- In collaboration with the Medical Director, monitors the quality of advice given to students by answering service triage protocols.
Case Management and Collaboration with Student Affairs/Campus Partners
- Manages and provides timely response to difficult and complex patient needs. Responds to parents' medical concerns.
- Ensures highest level of customer service is provided by staff, Coordinates resources for difficult patient management cases to assess, document, report and refer within patient privacy requirements. Follow-up on problems in a timely manner, and recheck students/parents at intervals.
- Support patient/parent decision-making within NU guidelines.
- Serves on the Dean of Students' Students of Concern Committee
- Coordinates Health Service support to dean's office of academic schools, the Dean of Students Office, the Student Assistance and Support Services team and other campus partners.
- Serves as contact for Medical Leave of Absence requests and confirmation of illness requested by academic staff consistent with established policies and procedures.
- Cultivates relationships with the appropriate level contacts in each academic school and program. Adheres to policies and regulations concerning sharing of health information of students and ensures appropriate use of patient consent forms for release of health information.
- Collaborates with the Evanston Department of Public Health and the Illinois Department of Public Health on the reporting and case management of infectious disease cases.
- Contributes updates and revisions to the University Pandemic Plan as it concerns the roles and responsibilities of Health Service clinical support staff.
Administrative Roles (Risk Management, Regulatory Compliance and Accreditation)
- Responsible for documenting and reporting all employee/patient incidents to Risk Management.
- Manages processes for Health Service incident review and reporting. Prepares and submits an annual summary report with recommendations from Quality Management Committee review.
- Ensures all clinical support staff have the appropriate and current licensure and certification as required by the staff member's position description.
- Responsible for new hire compliance with the designated employee health practice (NorthShore OMEGA) and referrals for on-the-job injuries/exposures.
- Collaborates with the Associate Director of Health Information Management Services on employee health records management.
- Develops, proposes and implements new processes, policies and procedures to provide continuous improvement to practice management and ensure overall quality of health care services.
- Ensures compliance with department and university policies; accreditation standards (i.e. Accreditation Association for Ambulatory Health Care); and state and federal health care regulations.
Health Information Technology
- In collaboration with the Senior Clinical Applications Support Specialist and Student Affairs IT, functions in a lead role to support the practice management/Electronic Health Record application (Point & Click Solutions).
- Assists with basic application troubleshooting and problem-solving of the practice management/Electronic Health Record.
- Develops queries for reports that detail patient visits, use of services and various key performance indicators that enable the leadership team to understand emerging trends and utilization patterns.
- Coordinates and oversees schedule template management and configuration of appointment scheduling resources used by students scheduling via the web-based Personal Health Portal.
- Participates in the evaluation of health information technology to support clinical operations, and optimizes the use of health information technology to effectively meet or exceed the demands for patient care.
Other Roles and Responsibilities
- Serves as member on: NUHS Executive Committee, University Advisory Committee on Health Services, Quality Management Committee, and various Student Affairs and ad hoc committees as required.
- Other duties as assigned.
- RN with a relevant graduate degree (e.g. MSN, MPH, MHA or MBA or other graduate degree in health care) required and a minimum of 5 years of progressive experience in ambulatory medicine practice management that includes supervision of clinical and non-clinical practice staff.
- Evidence of excellent RN clinical competency
- Strong experience administering customer service in an ambulatory health care practice.
- Strong competency using a practice management/electronic health record application (i.e. Point & Click Solutions or comparable EHR),
- Current RN or APN license in the State of Illinois in good standing.
Minimum Competencies: (Skills, knowledge, and abilities.)
- Ambulatory medical RN practice, knowledge of Medical Assistant practice, electronic patient records/database use, knowledge of internal and external factors affecting an ambulatory medical practice.
- Excellent written and verbal communication skills.
- Ability to effectively supervise, manage and develop staff (recruiting, training, performance management).
- Ability to gather, analyze and report performance metrics on clinical operations.
- Functional literacy with Microsoft Office applications.
Preferred Qualifications: (Education and experience)
- College health experience.
- ANCC certification in college health or adult ambulatory nursing.
- Other certifications related to development of advanced skills in health care administration.
Preferred Competencies: (Skills, knowledge, and abilities)
- Ability to analyze clinical operational needs and contribute to strategic planning.
- Knowledge of Continuous Quality Improvement as it applies to managing a health care practice.