Clinic Manager I

Overview

In 2020, united in a fierce commitment to deliver the highest quality care and exceptional patient experience, Virginia Mason and CHI Franciscan Health came together as natural partners to build a new health system centered around the patient: Virginia Mason Franciscan Health. Our combined system builds upon the scale and expertise of our nearly 300 sites of care, including 11 hospitals and nearly 5,000 physicians and providers. Together, we are empowered to make an even greater impact on the health and well-being of our communities.

CHI Franciscan and Virginia Mason are now united to build the future of patient-centered care across the Pacific Northwest. That means a seamlessly connected system offering quality care close to home. From basic health needs to the most complex, highly specialized care, our patients can count on us to meet their needs with convenient access to the region's most prestigious experts and innovative treatments and technologies.

As a part of our organization, we currently offer the following benefits:

• Competitive starting wages (DOE) and training to grow within the company
• Paid Time Off (PTO)
• Health/Dental/Vision Insurance
• Flexible health spending accounts (FSA)
• Matching 401(k) and 457(b) Retirement Programs
• Tuition Assistance for career growth and development
• Care@Work premium account for additional support with children, pets, dependent adults, and household needs
• Employee Assistance Program (EAP) for you and your family
• Voluntary Protection: Group Accident, Critical Illness, and Identify Theft
• Adoption Assistance
• Wellness Program

Responsibilities

Franciscan Medical Group is currently seeking a Clinic Manager for the high volume Franciscan Surgical Associates Clinic in Burien, WA. We are looking for a dynamic leader to partner with the clinic team providing exceptional patient care and experience. Come join our team!

Job Summary:

This job is responsible for planning, managing and evaluating the daily operations of the assigned CHI Franciscan Health Medical Group clinic(s) in close collaboration with the Medical Director and in accordance with business objectives, internal policies/procedures and applicable regulatory requirements. Work involves proactively monitoring a variety of elements and maintaining constant awareness of changing conditions in order to quickly identify and reassess ongoing needs and to ensure that clinic activities are adjusted appropriately to meet expectations/demand in a timely, efficient and effective manner.

An incumbent anticipates/plans for future changes, and works collaboratively with physicians/staff and other stakeholders to assure optimal clinic productivity/patient flow, customer service and effective allocation of resources. Work is also strongly focused on creating strong, positive and sustained inter-departmental teamwork to meet the needs of patients/providers and drive decision-making and other actions.

Work includes: 1) identifying/implementing timely performance/process improvement opportunities; 2) monitoring/reporting clinic metrics/results; 3) collaborating with HR employment team in support of recruitment/retention strategies to maintain optimal clinic staffing; 4) overseeing the resolution of complaints/service issues to facilitate positive customer experience; 5) developing/administering clinic budget; 6) coordinating clinic security, risk management, disaster readiness and facilities upkeep/maintenance activities; and 4) managing/evaluating the work of clinic staff.

Work requires a solid understanding of both the business and clinical side of clinic administration as well as policies/standards/procedures, quality/growth objectives and familiarity with clinic patient care services and work flow. Also requires the ability to listen effectively, exercise significant tact and diplomacy in eliciting factual data from sometimes upset/irate individuals and take proper action to assure that issues/complaints are responded to and documented in a timely and professional manner consistent with the service excellence and recovery strategies of the organization.

Allocation to the appropriate level is based on the number of providers assigned to the clinic(s) as follows:

Clinic Management Level Number of Providers (approx.)

Manager-Clinic I 1 - 15

Manager-Clinic II 16 or more

Essential Job Duties:

Operational Accountability

• Manages and evaluates the daily operations/resources of the assigned clinic (including patient accounts, insurance referrals, nursing staff and clinicians) to assure the safe/appropriate delivery of patient care and that all activities are conducted in a timely and cost-effective manner and in accordance with budget constraints, internal policies/standards/procedures and/or applicable regulatory requirements; coordinates purchase/stocking of clinic supplies, materials and equipment; implements and enforces quality control/quality assurance and productivity standards.
• Identifies and provides guidance in resolving operational issues and escalates per established procedures to assure timely follow-up and resolution; ensures that applicable standards, systems and procedures are understood and followed; monitors and audits related documentation to ensure conformance with established standards relating to timeliness and accuracy; prepares periodic productivity reports and program updates for review of higher-level authority; serves as liaison between clinic and external agencies
• Oversees the review of patient/family/physician issues/concerns in support of an environment of proactive service recovery; provides general consultation/guidance to facilitate optimal outcomes for individual complaints; coordinates and/or prepares written responses to complaining parties to communicate/implement approved resolutions; assures proper response to patient-related feedback within established service level agreements and that the resolution is appropriately managed and clearly documented.
• Monitors clinic adherence to applicable environment of care standards and related guidelines; coordinates activities associated with the maintenance and upkeep of clinic facilities, including working with external vendors, property management, contractors, and internal CHI-FH maintenance staff as necessary; reports/documents issues and coordinates appropriate resolution; coordinates with internal departments to ensure clinic disaster readiness and physical security.
• Participates in the planning, development and implementation of new/revised CHI Franciscan Medical Group policies, standards and processes/workflow (e.g. medical support systems, marketing, infection control, billing, etc.), as well as clinic-specific initiatives/procedures focused on increasing/maintaining patient volumes and satisfaction; informs staff and leadership members of any changes to policies and procedures.
• Establishes/maintains effective relationships with regional management and clinic Medical Director in order to provide timely status updates on clinic operations and to facilitate speedy resolution of emerging operational issues; partners in a dyad relationship with clinic Medical Director to guide and direct provider meetings.

Staff Management and Development

• Plans, manages and evaluates the work of assigned staff in accordance with established procedures; interviews job candidates and makes employment and other personnel decisions within scope of position; identifies adequate staffing levels for appropriate coverage to meet budgetary and operational objectives.
• Assures that staff are qualified and properly trained to perform assigned job duties; holds regular staff meetings and keeps employees appraised of all matters relevant to successful job performance; communicates performance standards and actively manages employee performance by setting individual goals and completing performance appraisals; trains, guides, counsels and develops staff and effectively utilizes best practice performance management techniques (e.g. rounding, meetings, feedback interviews, etc.); addresses performance management concerns and technical issues elevated by subordinates as beyond their scope of authority.

Resource Management/Budget Administration

• Prepares, recommends and administers clinic budget, including goals/objectives that take into consideration input from clinic staff; oversees clinic resources and related activities in a manner that is fiscally responsible and in accordance with CHI FMG policies and standards.
• Exercises effective cost control by monitoring and adjusting expenses as need to stay within budget; approves expenditures within defined scope of responsibilities; identifies negative variances and develops action plan(s) to document, address and effectively resolve in a timely manner; keeps high level management Director appraised of all issues with potential budgetary impact.

Performance/Quality Improvement

• Monitors and assesses current operations to identify opportunities for new quality/performance/process improvement initiatives; facilitates and/or oversees meetings to discuss methods for improving customer service and efficient/safe operations; makes recommendations to higher level management per established procedures.
• Ensures that new procedures resulting from performance improvement activities are implemented in a timely and effective manner; assures that staff receive appropriate on-site training/consultation to enhance their understanding of q...