POSITION SUMMARY:

Under the direction of the Clinic Director, the Clinic Manager is responsible for the coordination and supervision of non-clinical operations (in areas of Medical, Dental, and Behavioral Health) in order to provide administrative and organizational support, maximize efficiencies, and champion customer service within the clinic.

CORE DUTIES & RESPONSIBILITIES:

• Plan, organize, implement, and monitor non-clinical front office Medical, Dental, and Behavioral Health operations, including but not limited to, the following areas:
  • Customer service

• • Appointment scheduling
  • Patient registration and intake processes
  • Communication between patients/clients, external agencies, or staff
  • Inventory management of general office supplies
  • Coordination of care for patients/clients accessing multiple services (e.g. Medical, Dental, Behavioral Health)
  • Patient recall for population management initiatives
• Provide direct supervision of non-clinical front office administrators and dental office coordinator
• Exhibit cultural competency with the LGBTQ population, underrepresented and underserved communities, and populations living with/at high risk of contracting HIV
• Promote a welcoming and nurturing environment for patients/clients as well as staff
• Maintain utmost professionalism in the front office to all visitors of the clinic and with partner organizations
• In conjunction with Human Resources and the Clinic Director:
  • Hire, train, and recognize qualified non-clinical front office staff fitting APLA H&W’s mission statement and performance expectations
  • Monitor, coach, and appropriately discipline under-performing staff
• Perform regular check-ins and performance evaluations with direct reports as part of ongoing training and support, and identify opportunities for staff to develop knowledge
• Review accuracy and approve completed time sheets of direct reports using Paycom
• Ensure designated staff are opening and closing the clinic during hours of operation

BILLING & FINANCE DUTIES:

• Coordinate and maintain an accurate account of all monies received and spent by clinic in conjunction with the Finance department:
  • Batch reconciliation for payments received
  • Resolve billing inquiries/discrepancies with the Billing department
  • Check requests with Accounts Payable
  • Act as Petty Cash Custodian
• Collaborate with the Billing and Enrollment department to identify action plans and develop staff training to address billing errors resulted from registration activities
• Perform regular chart audits to ensure registration and scheduling processes are completed accurately according to clinic policies and protocols

ACCESSIBILITY & PROCESS IMPROVEMENT:

In collaboration with the Quality department:

• • Coordinate completion of patient satisfaction surveys and subsequent planning and implementation of process improvements as part of delivering exceptional customer service
  • Ensure process of patient recall functions efficiently to capture patients in a timely manner (e.g. ED/ER or post-hospitalization follow-up, dental recall, etc)
  • Improve Quality performance measures from an administrative, non-clinical perspective
• Coordinate auxiliary services to assist patients with barriers to access to healthcare (e.g. interpreter services, transportation)
• Apply knowledge and awareness of community needs to process improvement decisions.
• Collaborate with the Communications department in managing APLA H&W social media accounts making sure information is accurate, relevant, and current

SAFETY AND SECURITY:

• Ensure privacy protocols and regulations (e.g. HIPAA) are followed in order to keep staff, patients, clinic assets, and data safe and secure
• Enforce safety standards and regulations (e.g. OSHA, fire safety, ADA) and work closely with security personnel, safety teams
• Submit and follow-up on maintenance requests with the Facilities department to maintain working condition of equipment, cleanliness, and orderliness of the clinic
• Assist with emergency management and preparedness plans and tasks
• Assist with grant-funded and managed care organization facility and medical record audits

OTHER DUTIES MAY BE ASSIGNED TO MEET BUSINESS NEEDS

REQUIREMENTS:

Training and Experience:

• Completion of Associate’s in Health Administration or related field of academic discipline preferred
• A minimum of one year of experience in managing a clinical practice (including dental and/or mental health) is required, three years preferred
• Applied knowledge of ADA procedures and codes
• Experience supervising and developing personnel
• Experience working with physicians and providers in the primary healthcare system, dentists, mental health providers, and with community-based organizations and clinics
• Experience coordinating care between health care organizations, including acute, outpatient, and clinic settings
• Experience working with multiple benefits coverage programs, including private insurance and government programs
• Experience working in a Federally Qualified Health Center preferred
• Bilingual English/Spanish preferred

Knowledge of:

• Advance computer skills including the Microsoft Office suite
• Clinic/health care operations management
• HIV disease, and other health disparities and comorbidities
• Los Angeles County HIV and primary care service delivery system (including Ryan White)
• HIPAA and OSHA guidelines
• Quality management and performance improvement
• eClinicalWorks or similar electronic health record system
• Managed care eligibility and authorization process
• Public health outcome management methodologies
• Medical terminology; current ICD and CPT coding
• Healthcare billing processes and insurance plans (Medicaid, Medicare, and private/commercial plans; including dental and/or mental health preferred)

Ability to:

• Participate as an effective member of a large service-providing agency
• Attend meetings, trainings, and events, both internally and externally, as part of process improvements and self-development
• Demonstrate non-judgmental and compassionate care towards the LGBTQ population, underrepresented and underserved communities, and populations living with/at high risk of contracting HIV
• Maintain strictest confidentiality of clients
• Communicate effectively with clients, patients, staff, peers, and superiors
• Operate standard office equipment
• Demonstrate excellent written and verbal communication skills
• Perform word processing and data entry tasks
• Meet assigned deadlines
• Complete assigned tasks with minimal supervision

WORKING CONDITIONS/PHYSICAL REQUIREMENTS:

This is primarily an office position that requires only occasional bending, reaching, stooping, lifting and moving of office materials weighing 25 pounds or less. The position requires daily use of a personal computer and requires entering, viewing, and revising text and graphics on the computer terminal and on paper. The position requires occasional travel to attend on- and off-site meetings.

SPECIAL REQUIREMENTS:

Must possess a valid California driver’s license; proof of auto liability insurance; and have the use of a personal vehicle for work related purposes.

An Equal Opportunity Employer: minority/ women/ disability/ veteran.