Clinic Manager - APLA Health
West Hollywood, CA 90046
About the Job
POSITION SUMMARY:
Under the direction of the Clinic Director I/II, the Clinic Manager is responsible for the coordination and supervision of non-clinical operations (in areas of Medical, Dental, and Behavioral Health) in order to provide administrative and organizational support, maximize efficiencies, and champion customer service within the clinic.
CORE DUTIES & RESPONSIBILITIES:
- Plan, organize, implement, and monitor non-clinical front office Medical, Dental, and Behavioral Health operations, including but not limited to, the following areas:
- Customer service
- Appointment scheduling
- Patient registration and intake processes
- Communication between patients/clients, external agencies, or staff
- Inventory management of general office supplies
- Coordination of care for patients/clients accessing multiple services (e.g. Medical, Dental, Behavioral Health)
- Patient recall for population management initiatives
- Provide direct supervision of non-clinical front office administrators and dental office coordinator
- Exhibit cultural competency with the LGBTQ population, underrepresented and underserved communities, and populations living with/at high risk of contracting HIV
- Promote a welcoming and nurturing environment for patients/clients as well as staff
- Maintain utmost professionalism in the front office to all visitors of the clinic and with partner organizations
- In conjunction with Human Resources and the Clinic Director:
- Hire, train, and recognize qualified non-clinical front office staff fitting APLA H&W’s mission statement and performance expectations
- Monitor, coach, and appropriately discipline under-performing staff
- Perform regular check-ins and performance evaluations with direct reports as part of ongoing training and support, and identify opportunities for staff to develop knowledge
- Review accuracy and approve completed time sheets of direct reports using Paycom
- Ensure designated staff are opening and closing the clinic during hours of operation
BILLING & FINANCE DUTIES:
- Coordinate and maintain an accurate account of all monies received and spent by clinic in conjunction with the Finance department:
- Batch reconciliation for payments received
- Resolve billing inquiries/discrepancies with the Billing department
- Check requests with Accounts Payable
- Act as Petty Cash Custodian
- Collaborate with the Billing department to identify action plans and develop staff training to address billing errors resulted from registration and enrollment activities
- Perform regular chart audits to ensure registration, scheduling, and enrollment processes are completed accurately according to clinic policies and protocols
ACCESSIBILITY & PROCESS IMPROVEMENT:
- In collaboration with the Quality department:
- Coordinate completion of patient satisfaction surveys and subsequent planning and implementation of process improvements as part of delivering exceptional customer service
- Ensure process of patient recall functions efficiently to capture patients in a timely manner (e.g. ED/ER or post-hospitalization follow-up, dental recall, etc)
- Improve Quality performance measures from an administrative, non-clinical perspective
- Coordinate auxiliary services to assist patients with barriers to access to healthcare (e.g. interpreter services, transportation)
- Apply knowledge and awareness of community needs to process improvement decisions
- Collaborate with the Communications department in managing APLA H&W social media accounts making sure information is accurate, relevant, and current
SAFETY AND SECURITY:
- Ensure privacy protocols and regulations (e.g. HIPAA) are followed in order to keep staff, patients, clinic assets, and data safe and secure
- Enforce safety standards and regulations (e.g. OSHA, fire safety, ADA) and work closely with security personnel, safety teams
- Submit and follow-up on maintenance requests with the Facilities department to maintain working condition of equipment, cleanliness, and orderliness of the clinic
- Assist with emergency management and preparedness plans and tasks
- Assist with grant-funded and managed care organization facility and medical record audits
OTHER DUTIES MAY BE ASSIGNED TO MEET BUSINESS NEEDS
REQUIREMENTS:
Training and Experience:
- Completion of Associate’s in Health Administration or related field of academic discipline preferred
- A minimum of one year of experience in managing a clinical practice (including dental and/or mental health practice is required, three years preferred
- Applied knowledge of ADA procedures and codes
- Experience supervising and developing personnel
- Experience working with physicians and providers in the primary healthcare system, dentists, mental health providers, and with community-based organizations and clinics
- Experience coordinating care between health care organizations, including acute, outpatient, and clinic settings
- Experience working with multiple benefits coverage programs, including private insurance and government programs
- Experience working in a Federally Qualified Health Center preferred
- Bilingual English/Spanish preferred
Knowledge of:
- Advance computer skills including the Microsoft Office suite
- Clinic/health care operations management
- HIV disease, and other health disparities and comorbidities
- Los Angeles County HIV and primary care service delivery system (including Ryan White)
- HIPAA and OSHA guidelines
- Quality management and performance improvement
- eClinicalWorks or similar electronic health record system
- Managed care eligibility and authorization process
- Public health outcome management methodologies
- Medical terminology; current ICD and CPT coding
- Healthcare billing processes and insurance plans (Medicaid, Medicare, and private/commercial plans; including dental and/or mental health preferred)
Ability to:
- Participate as an effective member of a large service-providing agency
- Attend meetings, trainings, and events, both internally and externally, as part of process improvements and self-development
- Demonstrate non-judgmental and compassionate care towards the LGBTQ population, underrepresented and underserved communities, and populations living with/at high risk of contracting HIV
- Maintain strictest confidentiality of clients
- Communicate effectively with clients, patients, staff, peers, and superiors
- Operate standard office equipment
- Demonstrate excellent written and verbal communication skills
- Perform word processing and data entry tasks
- Meet assigned deadlines
- Complete assigned tasks with minimal supervision
WORKING CONDITIONS/PHYSICAL REQUIREMENTS:
This is primarily an office position that requires only occasional bending, reaching, stooping, lifting and moving of office materials weighing 25 pounds or less. The position requires daily use of a personal computer and requires entering, viewing, and revising text and graphics on the computer terminal and on paper. The position requires occasional travel to attend on- and off-site meetings.
SPECIAL REQUIREMENTS:
Must possess a valid California driver’s license; proof of auto liability insurance; and have the use of a personal vehicle for work related purposes. COVID Vaccination and booster required or medical/religious exemption.
An Equal Opportunity Employer: minority/ female/transgender/disability/ veteran