Overall Summary 

BACH Clinic Managers are responsible for the successful management and operation of their site(s) and to 

assure the smooth operation of clinic based services and achievement of team-based productivity benchmarks. The Clinic Manager monitors on-site clinic operations and is responsible for addressing and resolving day to day issues impacting clinic inefficiencies in patient flow by addressing system problems in a resourceful and effective manner. The Clinic Manager makes scheduling adjustments necessary to improve or achieve optimal patient flow and monitors staff for safety and compliance related issues. This position must provide leadership in establishing and maintaining a professional and respectful environment that supports teamwork while promoting the dignity, privacy and confidentiality of patients, their families, co-workers and volunteers. The Clinic Manager works closely with Operations staff to support and achieve BACH’s goals and objectives including organizational quality and patient-centered care. This position has the ultimate authority to make changes in site operations, staff scheduling and discipline for all non-provider staff at that site, and works closely with the Associate Medical Officer or Chief Medical Officer in resolving issues with site providers.

Essential Responsibilities

• Working under the direction of the COO, is responsible for all activity at the particular site including monitoring and addressing site clinical flow issues to maintain smooth operations and allow staff to provide high quality and timely care and services to patients.
• Work with the scheduling team to manage the Provider schedules and make adjustments due to last minute time off requests to meet the number of patient visits needed to support goals and objectives for patient volume.
• Work with Triage Nurse to ensure smooth patient and clinic flow and that requests for medication refills, lab and special projects are processed in a timely manner.
• As needed, adjust appointment schedules to alleviate patient backlogs and delays and address urgent patient needs. 
• Make site staffing allocation decisions and adjustments when necessary, such as determining if too many staff are on hand or not enough staff is present.
• Demonstrates commitment to, and understanding of, BACH’s Behaviors for Success and GUEST (Customer Service Model), by modeling customer service excellence in all internal and external relationships and in the performance of all duties and responsibilities.
• Monitors staff and arranges for training and/or counseling when needed to meet customer service expectations. 
• Oversee the daily submission of completed medical visit encounters to the Billing Department. 
• Monitor staff safety and compliance with approved organizational policy and procedure and notifies Department Administrators of any issues requiring follow-up training or monitoring.
• Coordinate audit preparation at the site and serve as site point person during the audit.
• Help coordinate the collection of any data relating to Operations, including productivity reporting and/or grant programs, and work with grant coordinators in collecting this information. 
• Assess employee workstation/office space for adequate equipment, materials and supplies to complete their assigned tasks in an efficient, safe, and cost effective manner. 
• Monitor safety of work site, promptly address maintenance needs with Facilities department and confirm completion of work
• Develop and implement, in conjunction with the COO changes in operational procedures that promote quality patient-centered care, productivity and revenue enhancement, risk management, cost savings, employee engagement and satisfaction.
• Participate in BACH’s annual budgeting and business planning process. Oversee and manage clinic site budget and business plan. Plan and initiate process improvement and cost reduction opportunities. Proactively identifies opportunities to expand revenue sources and ancillary services and reduce expenses.
• Be available to work flexible schedule to include evenings and weekends
• Build strong positive communication with physicians and support staff to work as a team to enhance the success and productivity of the clinic. 
• Develops strong inter-department teamwork to meet the needs of the patients and providers and drive decision-making and other actions. 
• Identify and implement opportunities to build employee morale and individual motivation. 
• Responsible for profit and loss performance of assigned business unit (site). Participates in budget creation and expense management. 
• Collaborate with Human Resources to ensure personnel policy development and communication to staff to achieve consistency in labor and employee relations. 
• Plan, evaluate, recommend and implement new initiatives when appropriate. 
• Select and hire employees according to established guidelines. Monitor, coach, develop and evaluate performance of staff on an ongoing basis in accordance with applicable performance standards. 
• Responsible for assuring customer/patient service needs are met. Monitor patient service feedback and lead the process of resolving complaints and service issues.
• Establish and maintain effective working relationships with vendors, employees, other managers, and physicians.
• Support a positive image of BACH inside and outside the organization.

Secondary Responsibilities 

• Attend workshops, training, and meetings as needed, and as requested
• Assist Clinical Teams with Patient termination process
• Participation an lead in Ops Team and Clinic Ops work groups as assigned 
• Serve as 1^st contact for resolution of patient complaints before elevated to Quality department
• Work closely with IT to ensure staff have telephone/computers needed
• Work closely with Facilities to ensure building is neat, clean and safe
• Work with compliance manager to ensure sites meets posting requirements
• Perform other duties as assigned by COO

QUALIFICATIONS

Required education, experience, training

• B.S. degree in Nursing, Health Sciences Administration, MPH or other related health field or equivalent combination of relevant certification and work experience.
• Minimum of two years of related experience including the oversight of day-to-day operations of a medical clinic.
• Two years of recent supervisory experience; community health centers strongly desired.
• Proficient in Microsoft Office products including Power Point, Excel, Word or equivalent software products. 

Preferred education, experience, training 

• Master’s in Public Health
• California RN or LVN
• Dual Language Fluency: English; Spanish or Vietnamese highly desirable

Critical Success Factors in this role include: Knowledge, Skills, and Abilities 

• The ability to work and act independently, and to make and carry out decisions with minimal supervision. 
• The ability to communicate effectively, both orally and in writing. 
• Strong interpersonal skills with the ability to lead teams and projects, and work collaboratively.
• Maintaining confidentiality and HIPAA compliance 
• Excellent organizational, time management and multi-tasking skills with attention to detail. 
• Excellent customer service and client services philosophy in all interactions
• Successfully manage multiple projects at the same time
• Appreciation and respect for working with and serving a diverse population.
• Proficiency in Microsoft Office and the internet.
• The ability to investigate and analyze information, draw conclusions and problem solve. 
• The ability to gather data, compile information, and prepare reports.
• Supervision of personnel, which includes work allocation, training, and problem resolution; evaluates performance and makes recommendations for personnel actions; motivates employees to achieve peak productivity and performance. 
• Participates in development, implementation and maintenance of policies, objectives, short-and long-term planning; develops and implements projects and programs to assist in accomplishment of organizational objectives.

Physical Demands:

This position requires:

• Sitting, walking, and standing associated with a normal medical/clinical office environment, some bending and stretching; and lifting.
• Manual dexterity used to include, but not limited to, standard office equipment, and computer keyboard.
• Traveling to work sites including some exposure to outside elements.
• Reading and writing in order to review records for accuracy.
• Presenting information in front of a group.
• Evening or weekend work schedule as necessary.
• Work environment involves exposure to potentially dangerous materials and situations that require following extensive safety precautions and may include the use of protective equipment. 

Supervises:

Medical Assistant Leads, Medical Assistants