POSITION SUMMARY
Under the supervision of the Director of Medical Operations, the Senior Medical Clinic Manager (Sr. MCM) is responsible for overseeing the daily operations of the clinic, ensuring that it runs efficiently and effectively while providing high-quality patient care. This role combines management, leadership, and operational responsibilities to promote an optimal working environment for staff and a positive experience for patients.
The Native American Health Center is an accredited institution and adheres to the standards of excellence set forth by the Accreditation Association of Ambulatory Health Care (AAAHC) and the Commission of Dental Accreditation (CODA).
DUTIES AND RESPONSIBILITIES
1. Manages and oversees the medical clinic support staff and clinic operations ensuring clinic flow efficiency is met.
2. Ensures ongoing training is scheduled for all support staff. This includes collaborating with medical leadership, HIS Behavioral Health and Billing on identifying training needs.
3. Must become and act as an Epic Super User for the Medical Department within 6 months. This includes providing technical support on Epic workflows, training others as directed, blocking schedules for MA Super Users to attend regular meetings and provide support to MA Super Users.
4. Manages support staff schedules and coordinates with MA Supervisor to ensure appropriate staffing levels are in place.
5. Implement new workflows and initiatives timely. This includes working closely with multiple department leads, direct reports, documenting workflows, shoulder-to shoulder support and answering questions.
6. Manages and oversees Medical Records and ensures processes are compliant with overseeing bodies (i.e., HIPAA) including the release of information request process for members’ clinical records including the security, maintenance, and member forms request process.
7. Conducts periodic audits, reviews and ensures the clinic department and medical records are always prepared for audits.
8. Manages and oversee Medical Reception and clinic scheduling functions and addresses scheduling errors. This includes working closely and collaborating with department leads in Behavioral Health, Member Services and Medical to ensure errors are addressed timely and continues training occurs.
9. Ensures provider schedules maintain appointment availability payor requirements, including timely completion of patient recalls and reminder calls.
10. Participates and/or takes a lead role in special projects, as requested by direct supervisor or the Medical Executives.
11. Conducts morning huddles in the absence of the MA Supervisor and/or as needed.
12. Creates, manages and oversees employee work schedules, considering staff availability and workload, addressing scheduling conflicts, ensuring adequate coverage during peak times, communicating schedules clearly to employees, and adapting schedules based on business needs, demands and ensuring provider schedules are filled.
13. Manages and oversees Medical Referrals ensuring timely and efficient referral processing, prior authorization and referral coordination is met.
14. Serves as a principal contact for clinic staff regarding referrals and works collaboratively with clinical staff on issues that may arise with clinical referral
information.
15. Ensures standard work is accurately documented and reviewed with impacted staff, including training when needed.
16. Support clinical leadership in Quality Assurance and Quality Improvement efforts, and support the implementation, evaluation and monitoring of workflows and processes that sustains an audit-ready environment.
17. Liaise and work collaboratively with Billing Department to resolve Medical billing issues.
18. In coordination with Lead RN, manage and complete various internal and external reports (i.e., Immunization reporting, Referral Weekly Reports, etc.)
19. Coordinate Quest Labs staffing and operational needs.
20. Oversee Medical Reception and Scheduling functions.
21. Support interdepartmental integration efforts to optimize members’ experience; solve flow issues and optimize efficiencies.
22. Handles, resolves and documents patient complaints and grievances per policies and procedures.
23. Coordinate resolution of medical clinic facility issues with site management.
24. Coordinate departmental staffing, ensuring proper ratios, and that tasks are delegated and re-assigned as needed.
25. Performs Introductory and Annual evaluations and provides constructive feedback on staff’s performance.
26. Recruit, hire and coordinate the training of new support staff members.
27. Approve timesheets and conduct time and attendance reviews in accordance to policy and procedure.
Compliance and Quality Assurance Duties & Responsibilities
28. Work collaboratively with site and clinical leadership to ensure medical department is audit-ready at all times. Coordinate departmental audits, ensuring audit readiness. Support leadership in completing audit Corrective Action Plans (CAPs) and ensuring policies and procedures are updated at least once per year.
29. Work collaboratively to maintain Infection Control, Patient Safety and Clinical Environmental standards.
30. In collaboration with Lead RN, perform quality assurance checks on health records and referral information to ensure that records are audit ready (i.e., by VFC, CHDP, Anthem Blue Cross, Accreditation Association for Ambulatory Health Care [AAAHC], Patient Centered Medical Home [PCMH], etc.)
31. Ensure administrative logs, forms, records, and charts are complete, thorough and accurate. Support Lead RN in ensuring clinical logs, forms, records and charts are complete. Ensure support staff are trained as needed to perform related quality testing.
32. In coordination with agency Compliance staff and Lead RN, maintain program certifications (i.e., Children’s Health and Disability Prevention [CHDP], Vaccines for Children [VFC].)
33. Act as back-up Vaccine Coordinator.
34. In coordination with Lead RN, ensure freezer and refrigerator temperatures are documented and take appropriate action to maintain correct temperatures.
35. Coordinate regular site visits for Pharmacy Consultant. Administratively support implementing recommendations and corrective actions, as necessary.
36. Manage medical equipment and ensure equipment is calibrated and in working order, and or is being fixed or replaced.
37. Support Lead RN in managing inventory and supplies, ensuring adequate supplies are on-site and that shipments are processed timely.
38. Act as back up to Lead RN in ordering medical supplies, including immunizations under VFC program.
39. Directly supervise medical department support staff, including Referral Coordinators, Medical Records, Medical Reception and administratively supervise the Medical Assistants.
40. Ensure staff receive regular training on the functions of their role; participate in annual required trainings, and other trainings based on work performance.
41. Develop strong teamwork to meet department and patient needs. Lead staff to accomplish all job objectives; inspire confidence and motivation; clearly define and communicate expectations, and maintains personal effectiveness under pressure.
42. Resolve staffing issues and facilitate conflict resolution for staff under direct supervision. Hire, coach, discipline, evaluate and terminate staff in coordination with the Human Resources department.
43. Maintain compliance with ergonomic safety standards; be mindful of posture and regularly practice ergonomic stretches.
44. Collaborate and cooperate with other supervisors to ensure workflow processes and operations of the department are functioning optimally daily and that the department remains in regulatory compliance at all times.
General Duties and Responsibilities
45. Provide interpretation as needed.
46. Maintain pleasant, safe and professional working and treatment environment in the clinic. Mitigate and/or resolve any potential risks, hazards, and nuisances.
47. Work Saturday and evening clinics, when assigned.
48. Represent the department at internal and external meetings; bring back relevant and important information to the department and act on and disseminate
information in a timely manner.
49. Member Care: Demonstrate understanding and apply working knowledge of safety policies and ensuring safe member practices.
50. Quality Improvement: Actively participate in internal quality improvement teams and work with members proactively to drive quality improvement initiatives in accordance with the mission and strategic goals of the organization, federal and state laws and regulations, and accreditation standards, when assigned.
51. Must maintain compliance with ergonomic safety standards; be mindful of posture and regularly practice ergonomic stretches.
52. Safety: Responsible for ensuring that all duties, responsibilities and operations are performed with the utmost regard for the safety and health of all personnel involved, including themselves.
53. Safety: Take appropriate corrective actions to address matters pertaining to employee health and safety that have been brought to their attention.
54. HIPAA: Keep all protected health information (PHI) confidential and abide by HIPAA guidelines for the release and disclosure of any PHI. Will report
unauthorized use of disclosure of PHI immediately, to Site Director and HIPAA security officer.
55. HIPAA: Ensure the protection of all PHI and compliance of HIPAA guidelines amongst staff under your supervision. Take appropriate steps to address HIPAA concerns with staff as necessary.
56. Works extremely well under pressure, meet multiple and often competing deadlines.
57. At all times demonstrate cooperative behavior with supervisors, subordinates, colleagues, clients and the community.
68. Other duties as assigned by Supervisor.
