Position Title: Clinic Office Manager

Status: Full-time, Exempt/Salary

Department: Front Office

Summary of Position: 

Under the direction of the Operations Director, the Clinic Office Manager (COM) is responsible for the day-to-day operations of the clinic. The COM will ensure that the highest quality of care is delivered to CMOAR patients through excellent customer service and the timely delivery of services. The COM will have direct supervision over the site’s Front Office Assistant staff. The COM will work closely with the Operations Director to implement workflows that support quality of care and efficiency management, including the effective utilization of EHR. Additionally, this position will support quality reporting measures such as Meaningful Use, UDS, Pay for Performance, PCMH, and HRSA 18 requirements. The COM will be responsible for opening provider schedules in EPIC and scheduling support staff.

Responsibilities:

• Manage and open all provider schedules, ensuring that all appropriate modifications have been made for holiday, vacation, meeting, and training days.
• Support the Front Office and work at the highest level of their scope and abilities, meet their performance benchmarks, and always demonstrating exemplary customer service.
• Identify and provide the tools, training, and support to help staff achieve these goals, and hold staff accountable to all Policies, Procedures, and Protocols.
• Ensure that the clinic meets daily productivity targets for Medical, Behavioral, Optometry, Dental, and Specialty Services.
• Identify, develop, and implement operational Policies and Procedures that support improvements in Front Office workflows.
• Support open access for next-day and same-day appointments, including abiding by IPA and insurance access expectations.
• Clearly post all required signage in the patient lobby; update on a monthly basis.

• Ensure that Read All about It is posted throughout the clinic in a timely manner.
• Submit weekly, monthly, quarterly, and annual reports, including but not limited to: productivity report, BMM report, progress updates, enrollment, and special project reports.
• Ensure that special projects are successful and that benchmarks are met, included but not limited to: homeless/NEVH numbers, patient donations, SOGI, SDOH, etc.
• Support PCMH, PCP Empanelment, and Team-Based Care.
• Support Quality Improvement projects such as EHR optimization, MU/UDS/Pay for Performance measures.
• Ensure the successful implementation of new workflows that support these projects.
• Reconcile Cash Deposits.
• Attend all Operations meetings as required: Operations & Safety Committee, BMM Meeting, QI/QA Committee, and others as needed.
• Attend quarterly health plan meetings.
• Ensure timely and accurate reporting and submission of variance reports; handle and resolve patient complaints.
• Works in conjunction with designated Medical Director, Operations Director and Nursing Supervisor team to enhance provider satisfaction. Assists in resolving provider-related issues when necessary.
• Monitors the impact of growth on the facility’s existing space plan based on projected enrollment, visits and utilization.
• Maintains a professional facility appearance that meets patients’ expectations.
• Reports progress, operational issues, organizational opportunities and threats to the Director of Operations on a monthly basis or as needed.
• Monitors patient satisfaction through various programs such as the formal complaint process, patient survey, etc. Responds as appropriate.
• Responsible for team development including recruitment, counseling, mentoring and termination of teammates.
• Ensures all billing policies and procedures are followed.
• Adheres and monitors compliance with all to learn and implement appropriate Federal, State, and local regulations.
• Uses, protects, and discloses HCP patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards.

• Responsible mail and ordering supplies for the Clinic.
• Ensure that the Eligibilities team receives all training, certification, and re-certification as needed, and that they meet minimum enrollment requirements.
• Performs additional duties as assigned.

Qualifications/Requirements:

• Bachelor’s degree from a four-year college; Degree in Health Care field preferred or equivalent experience preferred.
• Some healthcare industry experience within managed care and/or medical group operations environment, preferably FQHC.
• Excellent knowledge of reporting procedures and record keeping.
• A business acumen partnered with a dedication to legality.
• An analytical mind able to “see” the complexities of procedures and regulations.
• Excellent interpersonal verbal and written communication skills.
• Bilingual is a plus.
• Intermediate Microsoft Office applications skills.