Site Operations Manager

SWLA CENTER FOR HEALTH SERVICES
JOB DESCRIPTION

JOBTITLE: Site Operations Manager
DEPARTMENT: Operations
SITE: Lake Charles - Kaufman, DeBakey & LaGrange 
SUPERVISEDBY: Director of Patient Access 
STATUS: Full-Time, Exempt

SUMMARY:
The Site Operations Manager (SOM) is responsible for the daily operations of the SWLA Lake Charles
school based clinics, from staffing and scheduling to handling patients' complaints. The SOM serves as the first
point of human resources for the site and also facilitates the training of new staff members, as well as
ensure that all legal obligations are met within the site. The SOM oversees all clinic and Site Operations
including maintaining medical records, handling cash, facilitating deposits and billing. The SOM is
responsible for all billing and collection activities and overall coordination of Site Operations, procedures
and resources. The SOM ensures that all school based sites meet all organizational, state, federal, and
accrediting body requirements and contributes to the organizational effectiveness and efficiency of SWLA
Center for Health Services. The SOM supervises Patient Access which includes the Call Center and
Registrars (Lake Charles), Referrals (All Sites), and Medical Records (All Sites) departments and is
supervised by the Director of Patient Access.

QUALIFICATIONS AND SKILLS:

1. Bachelor’s degree in healthcare administration or business administration.
2. High school diploma with 5 years of progressive management and supervisory experience in
health care management field can be substituted for bachelor’s degree
3. Master’s degree in health administration, public health, or business administration, preferred
4. Experience in clinic/practice management, budget management, project management,
process improvement, reporting/data analysis, human resource management,
communications/marketing, community outreach, and compliance
5. Experience with electronic medical records (EMR) and reporting
6. Understanding of clinical and front-end practice and procedure
7. Knowledge of Human Resource management practices and procedures
8. Knowledge of business and management principles
9. Computer skills and knowledge of Microsoft Office software
10. Excellent oral and written communication, and listening skills
11. Proven analytical and creative problem-solving abilities
12. Ability to effectively prioritize and execute tasks under pressure.
13. Strong customer service orientation
14. Experience working collaboratively in a team- oriented environment
15. Strong leadership qualities
16. Demonstrate initiative, integrity and stress tolerance
17. Strong work ethic and time management skills
18. Meticulous and detail-oriented with a high level of accuracy
19. Ability to delegate authority and responsibility.
20. Proven coaching skills

JOB DUTIES AND RESPONSIBILITIES:

Clinic/Practice Management

1. Attend and ensure that all care team members participate in daily huddle
2. Assist providers and facilitate team-based environment to assist providers with meeting annual
Meaningful Use benchmarks
3. Conduct rounds on patients on a weekly basis to ensure patients have a high-quality patient
experience
4. Administer and review results of patient satisfaction survey
5. Maintain a safe and secure working environment and ensure the cleanliness
Budget Management
6. Assist the CEO, COO, CHO, and CFO to prepare and annual expense and revenue budget for the
site, inclusive of personnel costs, costs for disposables, cost for site utilities and phones
7. Assist with ensuring each provider meets productivity standards including ensuring open provider
encounters are closed within 24-48 hours
8. Ensure that the billing for all services is accurate and enhances revenue
9. Ensure that all Sliding Fee Scale patients are properly screened and that all cash collections are
reconciled daily
10. Monitor and maintain office supplies inventory
Project Management
11. Ensure that all staff members promote the concept of patient-centered medical home and
encourages patients to use all SWLA CHS services especially, the Fitness Center and Pharmacy
12. Serve in a lead role in the planning, execution, monitoring, management, and closing of site
specific and organization wide projects. Facilitate the process of determining the project scope,
project team, resources or support needed, and the success or failure of the project.
Process Improvement
13. Accept all complaints for SWLA Center for Health Services-Lake Charles Site users and ensures
that they are investigated fully
14. Ensure that the allocation of resources is adequate to enable peak performance of all tasks
15. Cross-train staff in all positions to ensure coverage when needed
16. Analyze and monitor internal processes and report variances to the Director of Patient Access. 
17. Evaluate and monitor monthly performance reports including encounters, financial, WIC, Kid Med,
Call Center, and referral reports to ensure program compliance and improved performance
18. Monitor schedules, no-show rates, cancellations, and other patient access responsibilities and
tasks to meet demand for services
19. Prepare monthly operational reports against stated benchmarks
Human Resource Management
20. Assist with recruiting, hiring, and retaining high preforming provider staff
21. Promote time and attendance of all employees assigned to SWLA CHS Lake Charles site
22. Facilitate departmental orientation and training of new staff members
23. Coach and discipline staff members
Communications/Marketing
24. Ensure proper use of all technology platforms including EMR, learning management system,
email, instant messenger, and intranet
25. Work with SWLA CHS senior management team to promote a positive image of the SWLA Center
for Health Services. 

Community Outreach

26. Attend community and/or governmental related events on behalf of SWLA CHS as needed
27. Assist with public relations activities as directed by SWLA CHS senior leadership team
28. Assist with development activities for SWLA Center for Health Services Lake Charles-site growth
Compliance
29. Ensure site remains compliant with accreditation and designation program requirements such as
HRSA and Joint Commission

30. Ensure security and confidentiality of all personal health information (PHI)
31. Ensure compliance with SWLA Center for Health Services policies and procedures
32. Implement procedural and policy changes to improve operational efficiency
33. Assumes additional duties when necessary

MISSION AND CUSTOMER SERVICE:

1. Demonstrate the Mission and acts in ways that advance the best interest of the customers
entrusted to our care. Positively represents SWLA Center for Health Services (SWLA) in the
workplace and the community.
2. Present a professional image: apparel and appearance are appropriate according to SWLA
department dress code.
3. Demonstrate effective communication and listens attentively to customer and promptly acts
upon requests with consideration for patient privacy. Keep customer informed about their care
and treatment in a comfortable atmosphere.
4. Respect the gifts and talents (the diversity that co-workers bring to their jobs) of each other.
Demonstrates effective communication and assists co-workers as necessary.
5. Respect the privacy and confidentiality of the customers we serve, providers, co-workers and the
community.
6. Practices safe work habits and maintain a safe environment for self, co-workers, patients, and
visitors.
7. Work collaboratively to solve problems, improve processes, and develop services. Acts as an
advocate for our customers.
8. Complies with organization/department policies and procedures, including, but not limited to
confidentiality, safety, cooperation/flexibility and attendance.
9. Understands and complies with applicable federal/state laws and Standards of Conduct as related
to assigned job duties.
10. Participates in departmental and organizational quality improvement efforts.