Operations Manager - Family Health Care Centers of Greater Los Angeles, Inc.

JOB TITLE:              Operations Manager

ASSIGNED SITES:

Hawaiian Gardens Health Center (HGHC), FHCCGLA Downey Family Medical Center (DFMC) & the FHCCGLA School Based Health Center (SBHC)

REPORTS TO:       Chief Operations Officer    

RESPONSIBILITIES:

Under direct supervision of the Chief Operations Officer performs the following tasks:

1. Responsible for the day-to-day operations, ensures all assigned clinics are staffed appropriately.
2. Manage and supervise the Facilities/Security and Housekeeping staff.
3. Ensure timely processing of facility tickets.
4. Ensure adequate coverage at all sites.
5. Serves as a liaison between the practice and the administration to ensure quality patient care, excellent customer satisfaction and efficient operations.
6. Serves as a lead staff member in the preparation of external audits, (i.e. HRSA site visits, health plans, MHLA, etc.- FSR & MRR).
7. As a result of any audit findings, develops corrective action plans (CAP).
8. Develops, implements and enforces policies and procedures and overseer’s staff policy and procedure compliance.
9. Monitors key performance indicators such and budgeted productivity.
10. Responsible for processing (review and approval) payroll for direct reports.
11. Reviews, approves and manages time off requests to ensure appropriate staffing level coverage.
12. Provides training for staff both in a group setting as well as one-on-one as needed to ensure compliance.
13. Provides direct supervision to the assigned clinic sites/staff. Is assigned to support medical clinical services and operations. May cover other sites as needed for coverage.
14. Responsible to orientate, train, evaluate, counsel, etc. all applicable site staff as necessary in efforts to ensure that all staff are performing to the best of their ability.
15. Responsible to establish staff’s shift schedules (time in, lunch, time out, breaks, etc.) and to delegate and/or assign clinic duties for all staff members.
16. Responsible to ensure that all staff at sites take breaks as required by law.
17. Completes quarterly internal department audits.
18. Acts as a representative for the clinic at assigned functions, i.e. Board meetings, audits, agency or community events, etc.
19. Responsible for general oversite of security and cleanliness of all FHCCGLA sites.
20. Ensures all state, city and county licenses are current and all equipment is calibrated annually according to schedule.
21. Ensures the appropriate completion of all patient chart forms, including consents, funding forms, and certifications as required.
22. Ensures that all patients are screened according to agency standards and funding or program requirements.
23. Will be required to fill-in or assist in back office or reception duties as needed.
24. Ensures that all referrals (including C.D.P.), laboratory reports, and other diagnostic/specialty reports are handled according to set standards and processed in a timely manner.
25. Responsible for inventory requests and to ensure that sufficient supplies are available while ensuring fiscal prudence.
26. Responsible to oversee the clinic schedules and patient flow.
27. Responsible to maintain constant communication with FHCCGLA’s administrative team, in addition, will report all IT or other issues as necessary.
28. Fosters an environment of collaboration, professionalism, patient/colleague

         safety, quality care, continuous improvement, reward and recognition.

1. Undertakes continuous self-improvement, attending applicable training, seminars, in-services and educational classes to maintain skills competency and current knowledge for standard of care and effective practices.
2. Responsible for following all agency safety and health standards, regulations, procedures, policies and practices.
3. Identifies, initiates and implements measures to deliver high quality care to patients and improve services.
4. Responds efficiently and timely to all patient and provider staff needs and inquiries.
5. Ensures excellent customer service to all FHCCGLA patients.
6. Works to manage patient scheduling and flow to address bottlenecks, scheduling issues, etc. including the creation of work flows.
7. Handles patient grievances timely according to FHCCGLA’s Policy &

    Procedure.

1. Assists in the development, update & review of FHCCGLA Policies & Procedures (P&P’s), Protocols as needed (with input from all other key personnel).
2. Ensures HIPAA compliance by maintaining strict confidentiality of all patient data and E.H.R./Practice Management System (PMS) according to regulations and FHCCGLA’s P&P’s.
3. Attends the following meetings/trainings: (subject to change)
   • Mandatory Quarterly Staff Meeting/Trainings- Quarterly (Jan., Apr., Jul. & Oct.)
   • Corporate Risk Management Meeting- Quarterly (Jan., Apr., Jul. & Oct.), as needed (advanced notice will be provided when feasible)
   • Clinical & Operations (C&O) Meeting- Weekly
   • Meetings with FHCCGLA’s Executive Leadership, as needed (advanced notice will be provided when feasible)
   • Other pertinent meetings- As scheduled
4. Remains informed of:
   • Current legal and regulatory changes related to scope of practice.
   • Specific programs/payors, insurances accepted, and services being offered at FHCCGLA.
   • All applicable Policies & Procedures
5. All other duties as assigned.

Qualifications:

1. Bachelor’s degree in management or healthcare administration, or equivalent work experience.
2. Must have knowledge of factors impacting patient flow to streamline processes.
3. Must possess an understanding of private and public health plans.
4. Ability to lead staff according to agency’s set standards.
5. Preferred, Certifications or experience: Medical Assistant.
6. Minimum of 1-year employment with FHCCGLA (internal applicants).
7. Supervisory experience, preferred.
8. NextGen knowledge, preferred
9. FQHC experience, highly preferred.
10. Excellent analytical and critical thinking skills.
11. Motivation to take initiative to ensure all tasks performed are completed thoroughly and accurately.
12. Excellent writing and verbal communication skills.
13. Knowledge of administrative principles and procedures.
14. Computer knowledge preferred (e.g., NextGen (E.H.R. & PMS), Microsoft Word, PowerPoint and Excel).
15. Willingness to travel. Requires access to automobile with valid California driver’s license and state mandated automobile insurance.
16. Work schedule may include evenings, overtime, and weekends as needed.
17. Ability to prioritize workload and work under pressure of deadlines.
18. Ability to meet tight time sensitive deadlines.
19. Motivated and committed to the provision of high-quality healthcare for indigent and underserved communities.
20. Willingness to adapt to changes with regards to the agency’s growth and expansion.
21. Ability to speak Spanish, preferred.

ADDITIONAL ELIGIBILITY QUALIFICATIONS:

1. Ability to work well with others in a professional and team-oriented environment.
2. Preferred experience with OSHA Safety/Environmental Guidelines & Regulations.
3. Experience working with clients from diverse socio-economic, ethnic and cultural backgrounds.
4. Well-developed interpersonal skills, friendly personality and able to motivate staff by promoting teamwork.
5. Ability to relate to the public regardless of ethnic, religion and economic status.
6. Excellent customer service skills.
7. Knowledge of the following (but not limited to), preferred:

 My Health LA                       PPO’s                                  HMO’s

 Medicare                              Family PACT                     CPSP        

 Medi-Cal                               Fee-for-Service                 CHDP

 Managed Care Plans         Every Woman Counts      VFC / VFA