OPERATIONS MANAGER-CLINIC SITE

Description

ORGANIZATION

The mission of Ravenswood Family Health Network (RFHN) is to improve the health of the community by providing culturally sensitive, integrated primary and preventative health care to all, regardless of ability to pay or immigration status, and collaborating with community partners to address the social determinants of health.

POSITION SUMMARY   

Under the general direction of the Chief Operating Officer, this position oversees the Palo Alto, Mountain View, and Sunnyvale clinic locations. The Clinic Site Operations Manager is expected to provide visionary leadership driving operational excellence across the patient journey.

This position is responsible for supervising the Clinic Site Assistant Manager, who in turn supervises the Clinic Site Supervisors, Medical Assistant Leads/Flow Coordinators, Medical Assistants, support staff, and volunteers. In partnership with leadership peers (First Team), the Operations Manager builds a proactive, accountable, team-oriented, patient-centered culture which is reflected in results. Success is measured by goals set through the strategic plan, with focus on:

• Retention of high performing team members;
• Above benchmark in patient experience;
• Maximized access/capacity utilization;
• Above benchmark quality outcomes, and
• Financial stewardship.

The Operations Manager works in tandem with the First Team to eliminate organizational and/or department silos, identify best practices that improve integration, standardization, and collaboration resulting in improved operations, quality of care, financial performance, and staff-provider-patient experience.

The Clinic Site Operations Manager is a member of the Senior Management Team, and a member of the operations and clinical team supporting PCMH standards and practices. In addition, they participate in performance improvement activities and uphold the mission and vision of RFHN in the performance of their work. 

DUTIES AND RESPONSIBILITIES

To be performed in accordance with RFHN Policies and Procedures

Operations (40%):

1. Fosters a positive work environment encouraging teamwork, professional growth, and high staff morale. 
2. Works with the First Team and across departments to coordinate the patient journey, continuously improving the patient experience and quality care delivery. Intentionally aims to break down silos that impact the patient and staff experience.
3. Assesses leadership development needs of department leaders, and works across the First Team and Staff Development department to support advancing leadership development.
4. Works with peers and direct reports to build and effectively implement proactive monitoring systems that drive outcomes.
5. Promotes employee and patient safety needs.
6. When escalated, addresses and resolves patient complaints. Monitors for and acts upon trends.
7. Oversees Clinic Site Assistant Manager’s coordination of provider and nursing schedules for the Palo Alto, Mountain View, and Sunnyvale sites to assure that all changes are properly communicated and workflow is smooth.
8. Ensures that services across the Palo Alto, Mountain View, and Sunnyvale sites adhere to all regulations, best practice clinical standards, and legal requirements in consultation with the Associate Medical Director and Provider Leads, including compliance with PCMH and California Clinic Facility Licensure regulations.
9. Works in collaboration with the other departments to monitor, maintain, and/or improve Clinical Quality Measures (CQMs), Pay-for-Performance (P4P) measures, prepare for Value-Based reimbursement as well as other clinical metrics to ensure that the Palo Alto, Mountain View, and Sunnyvale sites achieves goals assigned by Health Plans and other regulatory bodies.

Supervision (40%):

1. Demonstrates and drives a team-based culture that aligns with the organization’s mission, vision, and values.
2. General supervision of 15-25 staff members.
3. Directly supervises Clinic Site Assistant Manager, and through their role, the Clinic Site Supervisors, Lead Medical Assistant-Flow Coordinators, SCIFs, volunteers, and other support staff assigned directly to clinical programs to ensure efficient and effective delivery of patient services.
4. Provides clear direction to direct reports on expectations with coaching and guidance on a regular basis.
5. Leads communication efforts across the department and organization driving alignment. Conducts daily, weekly, and monthly group and individual staff meetings with direct reports, clinical support, and allied health staff to discuss performance, operational issues, improvement activities, policies, and procedures. 
6. Holds the Family Medicine Assistant Manager accountable for monitoring Supervisors and support staff work assignments and for the effective and efficient daily operations of the Palo Alto, Mountain View, and Sunnyvale clinics.  
   • Evaluates performance and recommends merit increases, promotions, and disciplinary actions.  Conducts performance evaluations on an annual basis.
   • In coordination with the Clinic Site Assistant Manager, resolves staff performance issues and complaints in accordance with the clinic's policies and procedures.
   • Manages staff schedules and timesheets of direct reports.

Administrative Duties (10%):

1. Meets regularly with the Chief Operating Officer, Associate Medical Directors, Provider Leads, Operations Team, and other Directors and Managers to drive clinic performance.
2. Helps establish/implement goals, objectives, policies, procedures, and systems for assigned administrative areas.
3. Participates in the planning, development, and implementation of system improvements.
4. Drafts, updates, and monitors appropriate procedures to implement clinic policies pertaining to patient flow across the Palo Alto, Mountain View, and Sunnyvale sites.
5. Collaborates with community partners to support organizational initiatives. Represents RFHN at meetings with partners and grantors to advance RFHN’s mission.
6. Performs other duties and projects as requested by the leadership team.

General Agency Duties (10%):

1. Fosters an environment that promotes trust and cooperation among patients and staff; maintains strictest confidentiality concerning all patient and employee information.
2. Promotes and exemplifies in action, the mission, goals, policies, procedures and principles of RFHN to supervisees and other clinic staff.
3. Participates in outreach activities, agency advocacy, and serves on ad hoc committees, as requested.
4. Attends RFHN staff retreats and Board of Directors meetings as requested by the Chief Operating Officer.
5. Other duties as assigned and requested.

PERFORMANCE CRITERIA

Drives outcomes that measure how effectively RFHN meets its mission based on strategic goals: workforce, access, population health, and financial strength.

Qualifications

QUALIFICATIONS

• Bachelor's degree in Health or Business Administration with three (3) years minimum supervisory experience in outpatient clinics, community health centers, or physician office – OR – five (5) years minimum previous supervisory and management experience in outpatient clinics, community health centers, or physician office.
• Bilingual Spanish language skills:  Not required, but highly preferred to facilitate communication with patients and employees.
• Licenses:  RN, LVN, Medical Assistant, or other clinical background highly desirable.
• Ability to communicate effectively both verbally and in writing in a professional manner.
• Computer literacy required; familiarity with the use of Microsoft Windows. 
• Experience with the implementation and utilization of electronic practice management systems. Knowledge of the principles of practice management systems required. 
• Demonstrated knowledge and experience in the effective and efficient delivery of outpatient clinic operations.
• Ability to take initiative and to exercise independent and sensible judgment; demonstrates decision-making and problem-solving expertise. 
• Ability to provide proactive, positive, calm and overall effective leadership for the clinic staff in the delivery of day to day back office clinic services.
• Demonstrated ability to motivate, supervise, train, and work respectfully and effectively with a culturally diverse clinic staff.
• Ability to collaborate and work effectively with the management team, patients, the public, community members, and external agencies. 
• Must adhere to standards of confidentiality.
• Up to date with COVID-19 vaccines per current CDC guidelines strongly recommended.

The salary range for this position is $110,000 to $140,000 annually.  However, the final base salary will be determined upon a number of individualized factors such as (but not limited to) the scope and responsibilities of the position, job-related knowledge, skills, experience, education and certification levels, and departmental budget. We also consider internal equity with our current employees when making final offers.

Ravenswood Family Health Network is an equal opportunity employer.

Salary : $110,000 - $140,000