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Job Description

At Virginia Garcia Memorial Health Center, we honor all members of our community and acknowledge the dignity of each person we serve. Our purpose is to provide high quality, comprehensive primary health care to the communities of Washington and Yamhill counties with a special emphasis on migrant and seasonal farm workers and a view to removing barriers to health care. We strive to provide an environment that welcomes and values the people we employ and serve. 

If you are unsure whether you meet all the required qualifications for this role but are interested and passionate about this potential position, we encourage you to apply. 

Job Summary: The Medical Clinic Operations Manager (MCOM) manages a small medical primary care site (defined as fewer than 20 exam rooms) and is responsible to provide a stable working environment and meet the site's Key Performance Metrics (KPMs) as identified by the organization, particularly around quality, access, and patient and staff satisfaction. This role supervises clinic staff and collaborates with other site leadership to ensure that the site operates effectively, efficiently, and consistent with the medical scope of practice and VGMHC's mission, vision, and values. The position provides operational leadership, direct supervision, expert guidance, and performance oversight for the clinic staff, ensuring that quality assurance, quality improvement, and care team standard work goals meet expectations. The MCOM schedules and coordinates services with their service line counterparts in dental, pharmacy, and behavioral health. The MCOM ensures site adherence to CLIA, VFC, HIPAA, and OSHA standards, VGMHC safety protocols, and other regulatory requirements.

Essential Duties and Responsibilities:

·         Provide day-to-day leadership at the medical clinic and help set goals and objectives with medical services leadership, designed to meet VGMHC's mission and vision.

·         Role model VGMHC's behavioral competencies.

·         Provide site leadership and oversee the site leadership team (if applicable) and staff to meet organizational goals.

·         Form an effective partnership with the Site Medical Director (SMD) or appropriate provider leader to assure the delivery of high-quality primary and preventative health care services.

·         Work collaboratively with the site leadership team to achieve Key Performance Metrics (clinical, access, patient satisfaction, and financial measures, etc.) and other organizational objectives.

·         Supervise the site's team supervisors and provide coaching, mentoring and other support to those individuals so they are competent in their role.

·         Supervise, support training, and complete evaluations of all clinical support staff, including MA, RN, TA, PCC, CA, and front desk staff, including annual performance reviews.

·         Maintain staffing targets for the team following centralized scheduling protocols. In collaboration with HR, OD, and Quality, actively participate and assist in managing all hiring, orientation, and training of non-provider staff for the site. Collaborate with Recruiter and Chief Medical Officer in provider hiring and orientation.

·         Adhere to performance management expectations as provided through the progressive discipline process and the union contract. Confer with HR and on all staff disciplinary actions.

·         Oversee professionalism, productivity, performance, efficiency, and quality performance of all clinic staff.

·         Plan and coordinate daily staffing schedule to maintain proper coverage for clinical services. Build daily, weekly, and monthly staffing schedules.

·         Manage provider templates in Epic, releasing schedules according to staff availability and clinic operational needs.

·         At sites co-located with Pharmacy, Dental, or Behavioral Health services, work with service line leadership to integrate operations and delivery of services.

·         Ensure that the administrative requirements of Finance, IT and HR are met at the site.

·         Ensure that clinic access is adequate to meet patient needs and support budgetary requirements.

·         Work with the medical services leadership team to prepare the site's annual budget and achieve budgetary goals and objectives.

·         Oversee maintenance of inventory and ordering of all materials and supplies necessary for the clinic's daily operations.

·         Oversee patient scheduling to ensure consistent accuracy and productivity.

·         Consistently monitor access and productivity with Provider, Nurse, MA float, and all other ancillary provider visits, including group visits, when applicable. Report on provider productivity and care team KPMs in Rounding with Executive leadership.

·         Support and participate in care integration initiatives and collaborate with other disciplines involved in the delivery of patient care.

·         Actively participate in Tier 3 huddles and PCCM meetings and support other operational site leaders as requested.

·         Supervise maintenance of medical equipment and materials and coordinate required service and repair orders.

·         Participate in the development of procedures and workflows to ensure the quality of care.

·         Provide or facilitate initial and ongoing staff training and education (e.g.: CPR/BLS).

·         Maintain a safe work environment.

o   Ensure safe and well-maintained facilities.

o   Implement, review, and actively enforce the clinic's safety policies.

o   Support the safety program by actively looking for opportunities to improve safety practices and evaluate staff for safety practices and ergonomic issues.

o   Hold staff accountable to clinic's safety policies.

·         Strive to improve and facilitate patient care and experience.

·         Maintain high customer service standards.

·         Work with Quality Assurance Manager and Patient Engagement Specialist to ensure proper handling and follow-up of incidents through incident reports.

·         Participate in coordination and development of Center programs, strategic planning, and day-to-day operations of medical clinics.

·         Work with Director of Operations and Medical Services Leadership Team (MSLT) in program development and process improvement efforts.

·         Assist the organization in the implementation and facilitation of current grants (federal, state, local, private) related to medical services that impact the clinic and participate in necessary reporting, budget planning, adherence, and oversight.

·         Review weekly and monthly performance and productivity reports and address opportunities for improvement.

·         Track billing and collections reports for inaccuracies that impact productivity and revenue at the clinic level. Identify patterns of issues that cause denied claims, pended encounters, and erroneous charges, and implement solutions to minimize waste.

·         Perform other duties as assigned.

·         Handle protected health information (PHI) in a manner consistent with the Health Insurance Portability and Accountability Act of 1996 (HIPAA).

HIPAA Requirements:

The MCOM has access to PHI to create and maintain an accurate and up-to-date health record. Applying the minimum necessary standard of HIPAA, the designated record sets to which this employee will have access include all sections of the dental and medical record, patient demographic information in the practice management system, incoming records, reports, results, consultations, etc. The MCOM should read the content of these records only to the extent needed to accomplish the assigned task (e.g., filing or disclosure).

Knowledge, Skills, and Abilities:

• Ability to self-manage and effectively manage workload.

·         Ability to flourish in a team management system.

·         Strong computer skills, including working knowledge of Microsoft Word, Excel and Outlook.

• Experience with EPIC medical electronic health record and practice management software preferred.

·         Strong leadership and staff development skills.

·         Experience with project management helpful.

• Ability to work in a timely, accurate and detail-oriented manner.

·         Effective organizational, time management and delegation skills.

·         Ability to embrace change and innovation when appropriate.

·         Able to effectively communicate direction, instruction, and guidance to staff.

·         Bilingual in Spanish/English preferred.

• Ability to be culturally sensitive and to relate to people of varied racial, educational, and socio-economic backgrounds.
• Willingness to work with interpreters and non-English speaking patients.
• Commitment and alignment to Virginia Garcia's mission, vision, and values.
• Valid driver's license, reliable transportation, safe driving record, and insurance coverage required.

Education and Experience:

• Bachelor's degree from an accredited school in health care, business, public health administration, organizational leadership, or a related field preferred.
• Three years of supervisory experience is required · preferably in a community health center or other health care setting.
• Additional years of relevant experience may satisfy the education requirement.
• Experience in program development is preferred.

Behavioral Competencies:

Accountability: Role model VG's mission, vision, and shared values

Customer-Focus: Listen to the voice of the customer and strive to delight them by exceeding their expectations

Teamwork: If someone needs help, help them

Initiative: Be innovative, apply fresh ideas, and continuously improve how you do your work

Confidentiality: Maintain strict confidentiality and respect the privacy of others

Ethical: Demonstrate integrity, honesty, and stewardship in all encounters at work

Respect: Demonstrate consideration and appreciation for co-workers and patients

Communication: Demonstrate the ability to convey thoughts and ideas as well as understand perspective of others

Physical Requirements:

Percentage of time spent

·         Standing: 10%

·         Walking: 10%

·         Lifting/Carrying: 10%

·         Sitting: 70%

Working Environment/Physical Hazards:

·         Work in a well-lighted, ventilated environment.

·         Potential exposure to blood borne pathogens and hazardous chemicals.

Equipment Used:

Office Equipment

• Computer
• Telephone, Fax, Copier, Scanner

Immunization:
Staff members must meet immunization requirements as stated in VGMHC's immunization policy and state and federal guidelines.

Job descriptions represent a general outline of the essential and major job duties, functions and qualifications required. They cannot be all-inclusive and comprehensive due to the dynamic nature of work performed to accomplish VGMHC's Mission. 
 

VGMHC is an Equal Opportunity Employer. No person is unlawfully excluded from consideration for employment because of race, color, religious creed, national origin, ancestry, sex, age, veteran status, marital status, or physical challenges. The policy applies not only to recruitment and hiring practices, but also includes affirmative action in placement, promotion, transfer, rate of pay, and termination.