Clinical Operations Manager

SUMMARY: The Clinical Operations Manager (COM) will provide leadership and oversight of Care For the Homeless locations and work in collaboration with all departments to ensure the smooth and efficient operation of the day-to-day administrative functions of the Clinical Operations. The key objectives of the role are to optimize the services CFH provides to its patients, to support CFH’s clinical staff to excel in their roles, and to contribute to CFH’s financial performance by increasing efficiency and effectiveness. CFH operates a network of health centers in all five boroughs of New York City. The Clinical Operations Manager will be responsible for a group of health centers in a geographic region and will be the key liaison, locus of accountability, and culture carrier between the senior management of the health centers and the individual health centers in the region.

Be an integral part of the site’s leadership team and will work closely with the Executive Director of Health Services and the health center and interdepartmental leads to implement and manage strategies, policies, and operational systems to improve the performance of the health centers. The COM will also provide guidance, troubleshooting, and feedback to the medical administrative support staff. They are responsible for administrative support aspects of the medical and behavioral health care provided to Care For the Homeless patients and operate within the framework of CFH’s mission, culture, and applicable city, state, and federal mandates.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible for the direct supervision of regional center support staff, including the monitoring of performance and service quality. The manager will facilitate a team-based approach to client care that is a key component of CFH’s mission. The manager will provide direct oversight of the administrative functions at Care For the Homeless Center’s locations, including referral operations, overseeing patient flow throughout the health centers, and ensuring proper registration policies are followed. Responsibilities will include the collection of consent and demographic information, as well as insurance eligibility verification and PCP selection as well as ensuring the highest level of patient confidentiality.
• Responsible for maintaining the highest service standards from the Patient Care Representatives and will coordinate with the Executive Director of Health Services to conduct regular trainings and individual meetings to address concerns and maintain staff morale. The manager will follow up with service failures, handle patient complaints and disruptive activity, and will be responsible for completing incident reports as needed.
• Handle the flow of mail, deliveries, and non-clinical supplies for the clinic.
• Provide administrative support to all staff at the centers and other Clinical Operation Managers, including those outside of the assigned regional sites, and communicate with other departments to resolve operational issues. The manager may be asked to handle relationships with the Facilities and IT departments to ensure the needs of staff are met.
• Work closely with other departments to provide administrative support to all clinical services as they relate to the assigned centers. This will include active participation in select committees and agency initiatives, facilitating the implementation of new programs based on the needs of the organization, and participating in work groups or Performance Improvement Teams.
• Be responsible for the monitoring of all appointment inventory, including working in collaboration with the health services manager over maintenance of provider templates, scheduling control, quality, and utilization; including the oversight of necessary rescheduling of patient appointments or finding availability throughout the network due to PTO and CME requests.
• The manager will provide monthly dashboards to measure performance based on patient demand and funding requirements.
• Adhere to all CFH’s policies/procedures and ensure center compliance under DOH Article 28 regulations.
• Ensure the smooth and efficient operation of the Center sites while representing Care For the Homeless at external forums, committees, and other required meetings when the Executive Director of Health Services cannot attend or when otherwise necessary. Perform other duties as assigned by the supervisor to maintain efficient and quality patient care services at Care For the Homeless locations.

Requirements:

• Bachelor’s Degree required or relevant experience.
• 3-5 years of practice management/administration preferred.
• Two or more years of high-level administrative experience in a healthcare setting, including staff leadership, maintenance, and development.
• Knowledge of HIPAA regulations, all federal & NYS State patient privacy regulations/laws, and health information-applicable state regulations.
• Demonstrated ability to develop, evaluate, and act on analytical information.
• Demonstrated ability to manage multiple projects efficiently and effectively in a high-pressure, fast-paced medical environment.
• Strong computer competency, including knowledge of Electronic Medical Records, computerized appointment/billing programs, and other Microsoft Office programs.
• Strong computer competency (i.e., MS Office, Electronic Medical Record, Computerized appointment scheduling/billing).

Experience

• Commitment to the mission of Care For the Homeless.
• Excellent attention to detail and ability to multi-task.
• Familiarity with homelessness and health-related issues and community resources.
• Ability to work with diverse populations.
• Ability to remain calm, focused, and helpful under stress.
• Bilingual (English/Spanish) strongly preferred.