Clinic Operations Manager

At Southwest Center, we're looking for a positive, energetic, and driven Clinic Operations Manager that will execute Southwest Center's Wellness initiatives by overseeing the operations of the front desk and back office of our busy and diverse medical clinic. This person will ensure efficient processes are in place to achieve excellent patient experience and care delivery that Southwest Center is known for and strives to achieve. Our Wellness Clinic provides primary healthcare, reproductive/sexual health, nutrition services, behavioral health services and case management for people living with HIV/AIDS and for members of the LGBTQ+ community – with a special focus on treatment, PrEP, PEP, and hormone replacement therapy (HRT). This person needs to be a motivated, multi-tasker, and have the ability to jump in where help is needed.

The Clinic Operations Manager supports the Southwest Center mission of providing affirming and inclusive services to promote well-being and advance health equity for diverse communities and all those seeking compassionate care - especially people of color, LGBTQIA2S+ and Queer individuals, and those affected by HIV.

What your day will look at Southwest Center:

• You're responsible for hiring, orienting, and supervising the Medical Assistants and Client Care Coordinators.
• You serve as backup for Medical Assistants and Client Care Coordinators (Front Desk) to ensure adequate staffing and service delivery during staff absences.
• You will ensure compliance with all federal, state, local and funder requirements executed within the wellness clinic.
• You will ensure exceptional customer service is achieved through all patient interactions with the front desk and throughout their entire medical visit.
• You will ensure accurate insurance verification/eligibility prior to clinic visits.
• You will also ensure medical records management, prior authorizations processing, faxes, and compliance.
• You will ensure that the clinic is meeting income and expense targets as outlined in the budget.
• You will be drafting, evaluating, and implementing processes to improve overall operations of the Health Clinic under the direction and oversight of the Senior Director of Healthcare Operations.
• You will ensure that our front and back-office teams execute appropriate functions supporting the Title X program, GAP Program, PrEP Program and HIV/STI Testing.
• You will foster client focused care such as obtaining, communicating, and recording patient related information including vital signs, drug allergies, medications, medical histories, and reason for visit in Electronic Health Records (EHR, EClinicalWorks) in a timely manner.
• You will manage and constantly evaluate the relationship with onsite Lab services to ensure adequate patient care and services are always maintained.
• You will ensure that all financial reports, including annual budgets and sliding fee scales, are submitted in a timely manner, ensure that encounter data is submitted in a timely manner and revised, as necessary.
• You will review the Center's financial statements weekly with the Senior Director of Healthcare Operations, identifying and resolving issues with income (insurance receivables, patient accounts receivable) and clinic expenses.
• You will work collaboratively with the Sr. Manager of Clinical Programs and the Director of Clinical Services to address process issues and ensure effective and efficient patient care is always achieved.
• Through collaboration with the Patient Experience Coach, you'll perform process/policy changes, coaching and feedback on best-practices to ensure excellent customer service/patient experience is achieved.
• You will serve as back-up for overall Wellness Clinic operations during absence of Senior Director of Healthcare Operations.

We've got great benefits:

• 200 hours of PTO per year
• 13 paid holidays per year
• Medical, dental, and vision insurance
• Short-term and long-term disability insurance paid by Southwest Center
• Retirement savings

Who we're looking for:

• You have at least three years' experience that demonstrates the successful management of the operations of a clinic, including staffing, scheduling, ordering of supplies, insurance billing, and P&L responsibility.
• You've earned a Bachelor's degree in health care management or in a health care field and/or you have significant clinic management experience that demonstrates the ability to execute the position.
• You are proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint, and Teams) software applications and competent in using electronic medical records and information systems in providing effective documentation of patient care.
• You possess a full understanding of HIPAA and protecting patient confidentiality.
• You have an understanding of medical terminology.
• You have the ability to establish and maintain effective working relationships with providers, insurance companies and health care partners.
• You are a highly organized self-starter with excellent problem-solving skills and ability to multi-task effectively.
• You have proven excellent written and verbal communication.
• You have the ability to work in a fast-paced environment with changing deadlines and priorities while maintaining a positive attitude.
• You've demonstrated cultural competency to professionally and respectfully serve the LGBTQIAS+ communities.
• All agency employees must be able to work effectively in a mission-driven agency whose clients and staff exhibit significant diversity with respect to race, ethnicity, sex, gender identity, sexual orientation, socio-economic status, nationality, and religion.

We'd love to see you apply if you have these preferred qualifications too:

• You're bilingual in English and Spanish.
• You have two years of program management experience with government grants.
• You've earned a graduate degree or are a licensed medical professional, such as nurse, physician's assistant, psychologist, or physician.
• You have personal or professional experience regarding members of the Lesbian, Gay, Bisexual and Transgender communities.

Environmental Factors, Physical Requirements, and Compliance

• Work primarily in a climate-controlled environment with minimal safety/health hazard potential.
• Office environment, exposure to computer screens for lengthy periods of time.
• This is an exempt position that may require evening and occasional weekend work.
• Travel outside of the Phoenix region approximately 10% of the time.
• While performing the duties of this job, the employee is regularly required to walk, sit, stand; use hands, talk, and hear. The employee is occasionally required to reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.
• Currently have, or be able to obtain within 90 days of employment, a valid Fingerprint Clearance Card
• Currently have, or are able to obtain within 7 days of employment, a clear TB test
• Currently have, or are able to obtain within 7 days of employment, a current flu vaccination
• Currently have, or are able to initiate within 7 days of employment, a COVID-19 primary vaccination series
• Currently have, or are able to initiate within 7 days of employment, a Hepatitis-B primary vaccination series
• Currently have, or are able to obtain within 14 days of employment, a CPR certification

Equal Employment Opportunity

The Southwest Center is an equal opportunity employer, and we value a healthy work environment free from harassment and discrimination based on race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability or genetic information.

The Southwest Center provides an inclusive and respectful working environment that represents a wide range of backgrounds, cultures, identities, and experiences. We attract applicants who have the cultural awareness to navigate and celebrate these differences. Our employees are Individuals who have respect for the communities where they live and work and are committed to utilizing culturally and linguistically appropriate strategies and skills in a collaborative environment.

We welcome all applicants with personal, direct and/or indirect knowledge of the lives and experience with but not limited to: Black, Indigenous, and People of Color (BIPOC); LGBTQIA2S+/Queer individuals; those affected by HIV, people living with disabilities; people with diverse religious beliefs, and other marginalized Individuals that are at the intersections of those identities/experiences. We also encourage those from historically underrepresented backgrounds to apply.

Reasonable Accommodations

Applicants requesting a reasonable accommodation to apply or participate in the interview process for this position should email hr@swcenter.org.

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