SITE MANAGER

JOB TITLE:  Office Manager    DEPARTMENT:  Operations

REPORTS TO:  Practice Administrator    FLSA STATUS:  Exempt

CREATED DATE:  September 2, 2013    REVISION DATES:  11/25/2021

POSITION SUMMARY

The Site Manager is responsible for upholding the mission of Christ Community Health Services by overseeing daily operations at one of our clinics in conjunction with the Physician Leader and Nurse Manager. Manager is responsible organizing and coordinating office operations and procedures in order to ensure organizational effectiveness and efficiency. This includes supervision of front office staff, managing office supplies and the physical environment of the clinic, troubleshooting, serving as an advocate for patient and staff needs, communicating effectively for operational needs, and other tasks in conjunction with the medical leadership to meet clinical and operational performance objectives for the clinic. The Office Manager delegate that authority, responsibility and accountability necessary to carry out assigned duties.

KEY RESPONSIBILITIES

•    Maintain an efficient working environment by reviewing and analyzing front office clinic metrics to ensure meeting company goals (e.g., weekly, quarterly, annually, etc.)

•    Proactively manage front office staff, patient scheduling, registration, insurance and self pay eligibility, collection, petty cash and financial counseling and patient flow to minimize delays and cycle times

•    Plan, organize, monitor and assess staff performance and quality of work, and actively engages with employees to improve policy and procedural adherence and to promote a high level of patient satisfaction by mentoring, training, and coaching the office staff and delegating assignments to ensure maximum productivity

•    Coordinate workflows, implement approved and appropriate systems, policies, and procedures to maintain service and quality standards, and acts as a resource to staff

•    Schedule and conduct regular meetings to ensure smooth operations, prepare agendas and materials, meeting minutes action logs and ensures timely follow up

•    Oversee coordination of staff schedules, efficient work distribution and relief needs as required

•    Implement, manage and maintain record keeping, confidential personnel files, purchasing and inventory control systems

•    Assist with Human Resources management: implement policies and procedures, processes of hiring, firing, orienting, training, evaluating, motivating, and disciplining in accordance with desired corporate values and culture.

•    Conduct performance evaluations on non-clinical staff

•    Ensure timesheets are submitted on a timely basis to insure proper recording of overtime and PTO

•    Ensure an appropriate environment of care for the proper functioning of the clinic, including the management of equipment, supplies and other materials, the cleanliness, organization, and functioning of all public and private spaces, and the utilization of any other physical resources. 

•    Collaborates with the Medical Practice Administrator and Director of Nursing to facilitate on-site surveys and third-party inspections, maintain records, reports, and statistics for administrative and regulatory purposes, and ensure compliance with OSHA, fire safety and other applicable regulations.

•    Work in conjunction with other site and centralized CCHS leadership to ensure proper new and revised process implementation and monitoring, and support other clinics in the same with regard to any personal expertise.

•    Act as an advocate for patient needs, helping as needed with customer service, questions, complaints, external care and referral coordination, and incident management.

•    Troubleshoot and help staff with any problems or unusual situations requiring managerial assistance. 

•    Identify and respond to all request that can be dealt with independently and confidentially

•    Ensure that everyone is treated with respect and dignity in order to motivate these individuals to contribute a mission of the business

•    Perform other duties as required to assist CCHS in achieving its mission.

JOBS THIS POSITION DIRECTLY SUPERVISES

Job Title    Number of Incumbents

Lead Registration Clerk    1

Registration Clerk    3-4

Greeter    1

Interpreter    1-2

Referral Coordinator    1

POSITION REQUIREMENTS

Skills:

•    Interpersonal communication and mediation skills to successfully lead, motivate, and collaborate with a diverse staff in a variety of capacities throughout the organization.

•    Organizational skills for ensuring the completion of a large volume of work in a systematic manner.

•    Initiative and creativity for problem solving and pro-active improvement of the clinic operations.

•    Capable of exemplifying the values of Christ Community Health Services in all circumstances.

•    Bilingual candidates could be preferred in some locations.

Education:  Relevant college degree or experience in health care administration, management, or other area of medical operations preferred.

Experience:  Minimum of three to five years experience working in a primary care setting. Practice management experience preferred.

Licenses or Certifications: None

Mental Requirements

    Level 1 – Requires some concentration and normal attention. Generally, once the job is learned, the tasks can be performed more or less automatically.

    Level 2 – Requires high periods of concentration intermittently and normal attention. Generally, even once the job is learned, tasks will require normal attention to deal with recurring variables.

X    Level 3 – Requires a high level of concentration and high level of attention intermittently. Generally, the approach to tasks may be consistent, but the number of steps required and/or the number of variables involved creates the possibility of errors unless the incumbent pays close attention.

Physical Requirements

Activity    Approximate % of Time    Comments

Sitting    25%    Working in office on administrative duties, assisting with clerical functions as needed

Standing    25%    Standing at the front desk or nurses’ station, assisting staff with various functions (i.e. copying, scanning, etc.)

Walking    50%    Insuring patient flow and patient satisfaction

    100%    

Approximate percentage of time spent lifting, pulling and/or pushing:     10%

Maximum number of pounds required (with or without assistance):     25 lbs.

Types of objects the incumbent is required to lift/pull/push:         Boxes, carts, equipment, patients, supplies

Machines and Equipment Used:

Machines, Equipment, Tools    Approximate % of Time    Degree of Hand-Eye Coordination Required

1.    Photocopy Machine    15%    Normal

2.    Credit card machine    10%    Normal

3.    Telephones    75%    High

4.    Computers    75%    High

Approximate percentage of time incumbent spends in “on-the-job” travel, excluding commuting to regular work location: 30%

Working Conditions

Office environment and clinic setting with some exposure to individuals with potentially contagious infections; low-moderate risk of injury

OTHER REQUIREMENTS

The specifics of each position will vary somewhat from one location to another.

My signature below indicates I have reviewed and understand the key responsibilities and requirements for the position. 

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Employee’s Signature:  __________________________________________________________

Date:  ________________________________________________________________________