Clinical Operations Manager

Job Code /
Job Title

1822 
Clinical Operations Manager

Position Overview

FLSA Status

Salaried / Exempt  

Department

Clinical Operations 

Reports to

Director of Clinical Operations 

Management Position

Yes

OSHA Classification

Category 2

Last Reviewed and Updated

Position Details

Summary/Objective

The Clinical Operations Manager will manage the clinical support team members in their assigned region and collaborate with others in the leadership team to ensure full integration of clinical functions into the operations of the health center. They will oversee clinical performance, including development and implementation of protocols and standardization of workflow.  

Essential Functions

• Foster a positive and supportive work environment 
• Sets performance objective and goals for assigned clinical staff 
• Conducts and reviews monthly chart audits with staff, and initiates corrections as needed 
• Assists with staff training and development, in collaboration with the Clinical Education Team 
• Ensuring clinical staff’s tasks are completed in a timely manner 
• Initiating all corrective action and performance improvement plans for assigned clinical staff 
• Reviewing staff competencies are completed timely 
• Monitoring clinical staff processes and workflow issues 
• Review and maintain clinical supply ordering and reviewing inventory and PAR levels 
• Managing internal and external communication with clinical staff 
• Enforcing chain of command with assigned staff 
• Hiring staff and monitoring staffing needs/coverage 
• Collaborating with the Quality team on performance metrics and gaps in care 
• Management of all VFC ordering and data logger downloads for assigned health centers, in addition to VFC temperature excursions, returns, decrementing, and reconciliation 
• Provides coverage for other regions, as needed for absences, included by not limited to providing clinical staff coverage 
• Develop protocol and procedures to improve staff productivity and morale in collaboration with Risk Management team 
• Train and review huddle processes with Practice Managers/new staff 
• Monitor and manage assigned clinical staff schedules in Teams, including all time/attendance concerns 
• Completes Quest billing trailers and failed lab reports to resolve patient lab billing issues 
• Perform other necessary duties, as required by NorthShore, to maintain PCMH/HRSA compliance 

*These essential functions are a summary of the primary duties and responsibilities of the position and are not intended to be a comprehensive listing of all duties and responsibilities.  The position will include other duties as assigned and duties are subject to change at the management's discretion.

Competencies

• Planning and strategic foresight
• Responsible Decision Making and Problem Solving
• Integrity and accountability
• Innovation and creativity
• Adaptive and flexible
• Leadership, teamwork, and conflict resolution
• Professionalism and work ethic
• Empathy

Work Environment

Work is performed in an office environment. Involves frequent personal and telephone contact with patients, physicians, and other healthcare personnel. Work may be stressful at times. Interaction with others is constant and interruptive.

Travel

Travel outside of Northshore locations will be rare for this position

Required Role Qualifications

• Minimum required education per state of Indiana/HRSA
• Certified/Registered Medical Assistant, Licensed Practical Nurse, Advanced Practical Nurse or Registered

Nurse licensing

• Minimum of 3 years of experience working within healthcare or a healthcare related setting 
• Valid certification in a healthcare related field, in lieu of an Associate’s and/or Bachelor's degree 

Preferred Role Qualifications

• Three years of supervisory experience in an outpatient healthcare clinic.  
• Associate’s Degree and/or Bachelor’s Degree in Healthcare Administration or related field

Required Skills

• Ability to analyze situations and solve problems at strategic and tactical levels
• Excellent interpersonal and customer service skills
• Ability to comprehend, interpret, and apply the appropriate sections of applicable laws, guidelines, regulations, ordinances, and policies
• Ability to acquire a thorough understanding of the organization's hierarchy, jobs, qualifications, compensation practices, and the administrative practices related to those factors
• Practiced at organization and planning
• Employ Critical thinking and problem solving
• Maintains composure and operates with emotional intelligence
• Ethical reasoning and decision-making
• Strong attention to detail
• Receptive and responsive to feedback
• Excellent verbal and written communication skills
• Time management, prioritization, and sense of urgency
• Proficient with Microsoft Office Suite or related software
   

Physical, Visual, and Audible Requirements

1. I acknowledge that I may be exposed to infectious and contagious diseases.
2. I acknowledge that I may be in contact with patients under a wide variety of circumstances.
3. I acknowledge that I can handle and respond to emergency or crisis situations per NorthShore Health Centers facility plans, protocols, and procedures.
4. I acknowledge that I may occasionally be subject to irregular working hours.
5. I acknowledge that I may be required to wear personal protective equipment (PPE) as necessary.

*Reasonable accommodations can be made to enable people with disabilities to perform the essential functions of the job described.