Clinic Manager

Title: Clinic Manager

Manager: Market Operations Regional Manager/Market Operations Director

Location: 1500 Mission St, San Francisco, CA 94103, United States

Role Summary: 

As the Tia Clinic Manager, you will directly own operational policies and procedures, financials & performance, and patient & staff experience for multiple clinics in a Tia market (at minimum, 2). You will work closely with clinical leadership to ensure your clinics hit overall performance targets (patient experience, utilization, care margin, quality). You will directly manage all administrative staff. You will support the clinic team by setting the tone and intention at the clinic as an inspirational and thoughtful leader.  The primary objective is to ensure smooth coordination between patients, providers, and support staff while upholding industry regulations and best practices. This is an in-person role and the expectation is that you will be on-site at the clinics you manage.

Responsibilities:

Building, Managing, and Engaging Teams

• Manage clinic support staff - Front Desk Associates, Medical Assistants, Phlebotomists, Lead Clinical Assistants, Clinic Supervisor (if applicable)
• Develop and support performance of clinic teams, partnering with HRBP (HR Business Partner) as needed
• Hold 1:1s with team members, providing support, giving feedback, developing and maintaining rapport 
• Lead hiring and onboarding of clinic staff
• Cultivate positive clinic culture through team engagement practices
• Partner with HRBP to create or update staff policies as needed
• Ensure significant leadership presence across all managed clinics

Clinical & Operational Excellence

• Own provider & support staff schedules for clinics you manage
• Create and implement new or updated clinic operations policies & processes as needed
• Provide robust oversight of clinical workflows, ensuring Tia is providing compliant & high quality care and clinics are operating efficiently
• Manage clinic costs to budget
• Ensure clinics meet Tia Space & Care Standards
• Jump in to cover MA / FDA staff as needed (up to 10%)

Patient Experience & Hospitality

• Partner with clinical leadership to ensure adequate appointment access at your clinics (appointment types and total availability)
• Build positive relationships with clinicians, support staff, patients, community and vendors; manage conflict with care and empathy
• Ensure patient & staff safety & quality of care through incident reporting and access plans
• Monitor and lead improvement initiatives related to retention and NPS
• Effectively respond to patient experience or quality escalations
• Support marketing team with community & clinic events

Other

• Assist in the openings of new clinics you will manage

Act as a representative of Tia to potential members, health system partners, etc. via clinic tours & external meetings

• Lead cross-market special operations projects as needed (ie. rescoping phlebotomist workflows, creation & implementation of new policy or procedure, etc.)

Abilities / Skills: 

• Has experience and excitement in building teams
• Strong verbal and written communication skills
• Highly organized with ability to prioritize and reprioritize 
• Ability to interpret & act on performance metrics
• Ability to roll up sleeves and dive deep into the clinic workflows, understanding the job of your team so well that you could perform the duties yourself
• Experience with budget and P&L management
• Customer service skills; Ability to connect with others, exudes empathy and compassion 
• Uses a process-oriented approach: issue identification → resolution → prevention
• Must thrive in a start-up environment, be comfortable with change & ambiguity, and effective at change management for your team 
• Proficiency in MS/Google Suite

Other requirements/qualifications (if any):

• Must be able to work flexible/non-traditional hours including occasional weekends and some holidays (on-call for emergencies)
• Onsite role – will split time between managed clinics
• Proven leadership in the healthcare industry
• At least 4 years of management experience (multi-site experience is a plus)
• Open to travel 5% of the job (outside of managed clinics- to other markets, offsites, new space openings)

Additional Information:

• Medical, dental, and vision benefits
• Paid holidays, vacation, and sick leave
• The compensation range for this role is $100,000-$120,000.

Tia is an equal opportunity employer. We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users and patients. If you are committed to collaborative problem solving, creating high-quality and user-centric products, and want to make waves in women's healthcare, join us! #INDTIA