Primary Care Clinic Manager

If you are unsure whether you meet all the required qualifications for this role but are interested and passionate about this potential position, we encourage you to apply.

Starting Salary: $73,944/yr +DOE

Schedule: Monday, Wednesday, Thursday, Friday 8:00am-5:00pm. Tuesday 10:00am-7:00pm

Job Summary: The Primary Care Clinic Manager (PCCM) manages the primary care clinic and is responsible for providing a stable working environment and meeting the site’s key performance metrics identified by the organization, particularly clinical, quality, access, patient and staff satisfaction, and financial objectives.

The PCCM supervises clinic staff and collaborates with other site leadership to ensure that the site operates effectively, efficiently, and consistent with the medical scope of practice and VGMHC’s mission, vision and values. This position provides operational leadership, direct supervision, expert guidance, and performance oversight for the clinic staff, ensuring that quality assurance, quality improvement, and care team standard work goals meet expectations. The role also schedules and coordinates services with their respective service line counterparts in Dental, Pharmacy, and Behavioral Health. The PCCM will be in the clinic and available to staff as much as possible but will also participate in or oversee activities including community events or work-related meetings outside the clinic. The PCCM ensures site adherence to CLIA, VFC, HIPAA and OSHA standards, VGMHC safety protocols, and other regulatory requirements.

Essential Duties and Responsibilities:

· Provide day-to-day leadership at the medical clinic and help set goals and objectives with medical services leadership designed to meet VGMHC’s mission and vision.

· Role model appropriate VGMHC behavioral competencies.

· Provide site leadership and oversee the site leadership team and staff to meet organizational goals.

· Form an effective partnership with the Site Medical Director (SMD) if applicable, or appropriate provider leader, to assure the delivery of high quality primary and preventative health care services.

· Work collaboratively with the site leadership team to achieve key performance metrics and other organizational objectives.

· Supervise the site’s team supervisors and provide coaching, mentoring and other support to those individuals so they are competent in their role.

· Supervise, support training, and complete evaluations of all clinical support staff, including MA, RN, TA, PCC, CA, Navigator, and front desk staff (or equivalent roles).

· Maintain staffing targets for the team following centralized scheduling protocols. In collaboration with HR, Organizational Development, and Quality, actively participate and assist in managing all hiring, orientation, and training of non-provider staff for the site. Collaborate with recruiter and SMD in provider hiring and orientation.

· Adhere to performance management expectations as provided through the progressive discipline process. Confer with HR and union contract on all direct staff disciplinary actions.

· Oversee professionalism, productivity, performance, efficiency, and quality of all clinic staff.

· Plan and coordinate daily staffing schedule to maintain proper coverage for clinical services. Build daily, weekly, and monthly staffing schedules.

· Manage provider templates in Epic, releasing schedules according to staff availability and clinic operational needs.

· Work with Pharmacy, Dental, and Behavioral Health service line leadership to integrate operations and delivery of services for services co-located or sharing a campus or in proximity to clinic.

· Ensure the administrative requirements of Finance, IT and HR are met at the site.

· Ensure that clinic access is adequate to meet patient needs and support budgetary needs.

· Work with the medical services leadership team (MSLT) to prepare the site's annual budget and achieve budgetary goals and objectives.

· Oversee maintenance of inventory and ordering of all materials and supplies necessary for the clinic's daily operations.

· Oversee patient scheduling to ensure consistent accuracy and productivity.

· Consistently monitor access and productivity with provider, RN, MA, and other ancillary provider visits, including group visits, when applicable. Report on provider productivity and care team KPMs.

· Support and participate in care integration initiatives and collaborate with other disciplines involved in the delivery of patient care.

· Actively participate in Tier 3 huddles and PCCM meetings and support other operational site leaders as requested.

· Supervise maintenance of medical equipment and materials and coordinate required service and repair orders.

· Participate in the development of procedures and workflows to ensure the quality of care.

· Provide or facilitate initial and ongoing staff training and education (ex: CPR/BLS).

· Maintain a safe work environment.

· Ensure safe and well-maintained facilities.

· Implement, review, and actively enforce the clinic’s safety policies.

· Support the safety program by actively looking for opportunities to improve safety practices and evaluate staff for safety practices and ergonomic issues.

· Hold staff accountable to clinic’s safety policies.

· Strive to improve and facilitate patient care and experience.

· Maintain high customer service standards.

· Work with Quality Assurance Manager and Patient Engagement Specialist to ensure proper handling and follow-up of incidents through incident reports.

· Participate in coordination and development of Health Center programs, strategic planning, and day-to-day operations of medical clinics.

· Work with Director of Operations and MSLT in program development and process improvement efforts.

· Assist the organization in the implementation and facilitation of current grants (federal, state, local, private) related to medical services that impact the clinic and participate in necessary reporting, budget planning, adherence, and oversight.

· Review weekly and monthly performance and productivity reports and address opportunities for improvement.

· Track billing and collections reports for inaccuracies that impact productivity and revenue at the clinic level. Identify patterns of issues that cause denied claims, pended encounters, and erroneous charges, and implement solutions to minimize waste.

· Represent clinic interests at clinic-wide and leadership meetings.

· Communicate pertinent information to staff.

· Handle protected health information (PHI) in a manner consistent with the Health Insurance Portability and Accountability Act of 1996 (HIPAA).

· Perform other duties as assigned.

HIPAA Requirements

The PCCM has access to PHI in order to create and maintain an accurate and up to date medical record, applying the minimum necessary standard of HIPAA, the designated record sets to which this employee will have access include: all sections of the medical record, patient demographic information in the practice management system, and incoming records, reports, results, consultations, etc. The PCCM is required to read the content of these records only the extent needed to accomplish the assigned task (e.g. filing or disclosure).

Knowledge, Skills and Abilities:

• Commitment and alignment to Virginia Garcia’s mission, vision, and values.
• Ability to self-manage and effectively manage workload.

· Strong computer skills, including working knowledge of Microsoft Word, Excel, and Outlook.

· Strong leadership and staff development skills.

• Ability to work in a timely, accurate and detail-oriented manner.

· Effective organizational, time management and delegation skills.

· Ability to embrace change and innovation when appropriate.

· Able to effectively communicate direction, instruction, and guidance to staff.

• Demonstrated effective written and verbal communication and interpersonal skills
• Demonstrate cultural humility and ability to work effectively and professionally to people of varied racial, educational, and socio-economic backgrounds.
• Willingness to work with interpreters and non-English speaking patients.

· Bilingual in Spanish/English preferred.

· Valid driver’s license, reliable transportation, safe driving record, and insurance coverage required.

Education and Experience

• Bachelor’s degree from an accredited school in health care, public health administration, communications, organizational leadership, business, or a related or similar field.

· Additional years of healthcare related program management or leadership experience may satisfy the education requirement.

· Three years of management, program management, and/or supervisory experience, preferably in a community health center or other health care setting required.

· Experience leading a team preferred.

· Experience in budget management is preferred.

Behavioral Competencies:

Accountability: Role model VG’s mission, vision, and shared values

Customer-Focus: Listen to the voice of the customer and strive to delight them by exceeding their expectations

Teamwork: If someone needs help, help them

Initiative: Be innovative, apply fresh ideas, and continuously improve how you do your work

Confidentiality: Maintain strict confidentiality and respect the privacy of others

Ethical: Demonstrate integrity, honesty, and stewardship in all encounters at work

Respect: Demonstrate consideration and appreciation for co-workers and patients

Communication: Demonstrate the ability to convey thoughts and ideas as well as understand perspective of others

Physical Requirements

• Standing – 10%
• Walking – 10%
• Lifting/Carrying -10%
• Sitting – 70%

Working Environment/Physical Hazards

• Potential exposure to blood borne pathogens.
• Potential exposure to hazardous chemicals.
• Working environment – In an office setting and, frequently out in the field and in all departments. Work environment varies.
• Physical effort – Mobility to visit all work sites. Visual acuity to observe health and safety concerns.

Immunization:
Staff members must meet immunization requirements as stated in VGMHC’s immunization policy and state and federal guidelines.

Job descriptions represent a general outline of the essential and major job duties, functions and qualifications required. They cannot be all-inclusive and comprehensive due to the dynamic nature of work performed to accomplish VGMHC’s Mission.

VGMHC is an Equal Opportunity Employer. No person is unlawfully excluded from consideration for employment because of race, color, religious creed, national origin, ancestry, sex, age, veteran status, marital status, or physical challenges. The policy applies not only to recruitment and hiring practices, but also includes affirmative action in placement, promotion, transfer, rate of pay and termination.