Manager Clinical Services

Under the general supervision of the Frederick Health Medical Group (FHMG) Director, this position functions as part of leadership team for Primary Care and Specialty Practices. This position requires an RN licensure and acts in accordance to the Maryland Board of Nursing Practice Act.

The Clinical Services RN Manager develops and ensures clinical competency and quality/ safety operations, additionally acts as a clinical resource. Assessment, evaluation, planning and implementation of patient care based upon sound clinical judgment, clinical preparation, knowledge, skills, and experience.

The Clinical Services RN Manager will support the FHMG Directors with educational and quality initiatives as needed. Assessment and development of workflow redesigned related to streamline clinical operations of the Frederick Health Physician Practice. This position will ensure all clinical programs are current with evidence-based medicine and are aligned with Frederick Health initiatives.

The Clinical Services Manager plans clinical programs and implements as needed. Working with the FHMG Director(s) and assisting with the development of Care Pathways to ensure that the practice successfully meets its objectives and Frederick Health strategic goals and initiatives as aligned with regulatory and value-based care programs.

The Clinical Services Manager will have direct oversite of the centralized Triage RNs, eRX, Quality Assurance Coordinator, and Quality Performance Education Specialists (clinical).

Ensures all operations are aligned in accordance with the provisions of the policies and procedures set forth. 

This position supports the Frederick Health mission, vision, core values and customer service philosophy and adheres to the Frederick Health Compliance Program, including following all regulatory requirements and the Frederick Health Standards of Behavior.

• Leadership:
  • Contributes to the strategic planning process, standards of care, and attainment of organizational goals with leadership.
  • Promotes shared decision-making and professional autonomy by providing clinical input for decisions
  • Facilitates collaborative problem solving among clinical and provider disciplines.
  • Advocates for efficient, effective, safe and compassionate nursing care based on current standards of practice.
  • Participates in the FHMG event reporting process
  • Collaborate with Medical Directors, Directors, and Practice Management to drive multiple initiatives.
  • Implements and role models standards of behavior, policies and procedures in accordance with the mission, vision and values
  • Continuously identifies needs & opportunities for clinical and operational growth & improvement needs
  • Creates a culture of teamwork and accountability through promoting an inclusive, respectful and engaging work environment
  • Monitor patient experience concerns, engages in customer service initiatives, monitors patient experience metrics and addresses customer service opportunities for improvement
  • Approaches tasks and problem solving through collaborative efforts with stakeholders throughout FHS
  • Identifies and supports internal talent and provides opportunities for personal and professional growth and development.
  • Fosters positive relationships between staff and providers supporting a constructive and professional work environment
• Clinical Excellence:
  • Assures comprehensive orientation of employees consistent with policies and procedures including cross training
  • Collaborates with Medical Director(s) and Director(s) for clinic performance and compliance with patient safety initiatives, federal, state and other regulatory bodies and other department specific accrediting and certifying bodies.
  • Collaborate with Directors and Medical Directors to establish an infrastructure for oversight of clinical functions
  • Effectively uses professional and organizational best practices to ensure the delivery of quality patient care. Facilitates use of resources by clinic staff such as expanded RN roles.
  • Provide clinical nursing expertise in ambulatory care and act as a "pathfinder" in the identification and development of quality patient care delivery.
  • Ensure achievement of clinical goals and implement action plans to improve performance as needed.
  • Develop and implement department or specialty care area projects or programs as identified.
  • Coordinate policy development with corporate-wide initiatives. Participate in standardization, development, and implementation of physician and clinical protocols, policies, and procedures for patient care delivery.
  • Provide consultation during planning for new and remodeled facilities regarding appropriate use of space for clean and dirty separation, procedural workflow, and clinical functions.
• Quality:
  • Works directly and oversees quality assurance team with focus on office and medical supply inventory including vaccines, stock meds/sample meds. Ensuring compliance with monitoring, appropriate documentation and discarding expired goods.  
  • Conduct annual clinical, service, and safety evaluations. Following each evaluation, collaborate with QA coordinator and practice managers to plan for corrective action and establish a timeline for review of progress toward goals.
  • Monitors collection, reporting, interpretation, and follow up to quarterly clinical monitors.
  • Understands quality measures and goals relating to staff and provider performance to support remediation and improvement efforts
  • Assists with translating population health and quality program requirements into operational workflows and communication efforts to staff and providers in collaboration with FHMG quality department resources.
  • Patient care is delivered in a systematic approach to ensure continuity of care with emphasis on the patient centered medical neighborhoods and the importance of primary care
• Management:
  • Monitor duties assigned to direct reporting staff to ensure that employees are performing their assignments in a manner designed to maintain a high level of patient care and job efficiency
  • Ensure all employees are in compliance with FHMG policies and procedures and held accountable using appropriate coaching/ counseling methodology supported by Human Resources.
  • In collaboration with FHMG Director(s), assure proper onboarding of new hires to include timely completion of competency skills for all employees.
  • In collaboration with Human Resource, responsible for hiring and terming of employees as appropriate.
  • Complete and perform performance evaluations for staff per FHMG policy. Provide appropriate information to Human Resources.
  • Attend applicable leadership meetings and ensure proper communication back to staff
  • Managing PTO requests for all employees including sick and emergency leave according to policy and ensure proper staffing coverage
  • Schedule and conduct monthly staff meetings to inform staff of changes, update and educate staff/providers, and resolve and prevent problems. Prepare and retain minutes of meetings.
• Employee Engagement:
  • Development and ownership of a FHMG monthly orientation day for all. Aligned with New Employee Orientation.
  • Models and fosters an environment of professionalism and employee engagement
  • Collaborate with practice managers for retention and employee satisfaction of clinical staff
  • Ensure clinical staff skill training and ongoing competency verification is completed annually in collaboration with quality education support resources
  • Mentors clinical staff and provide professional educational opportunities
• Provider Engagement:
  • Partner with providers at the department level to achieve clinical, operational, and service goals.
  • Collaborate with Medical and Clinical to coordinate and implement Clinical Program initiatives and processes and monitor outcomes.
  • Establish process for reviewing available data and reports. Identify areas of focus and measurable goals. Evaluate progress toward goals.
• Patient Engagement:
  • Acts as a role model for staff and encourages the incorporation of collaborative care in every aspect of patient care delivery.
  • Ensures that staff incorporates evidence-based practice into all aspects of care delivery.
• Finance:
  • In collaboration with FHMG leadership team and practice management works with finance with preparation of yearly budget.
  • Research and prepare appropriate information needed to submit request for capital budget expenditures
• Other Duties as assigned

• Bachelor’s degree in nursing or higher.
• Maryland State Board of Nursing Current License Required.
• Must have 5 years of leadership experience, practicing in a physician practice, hospital, clinic, or home health setting.
• Staff education experience preferred.
• Previous management experience with oversight of clinical staff and clinical operations.
• Current CPR certification.
• Excellent customer service and patient education skills required.
• Demonstrates leadership skills and ability to implement team building, along with significant problem solving and decision-making skills.
• Effective written and spoken communications, and excellent interpersonal skills.
• Strong organizational skills and ability to prioritize and manage multiple projects and assignments.
• Able to maintain a high level of confidentiality related to employee and patient information.

Must demonstrate and maintain current knowledge and skills in providing appropriate care/contact for patients in the following age groups:

            X          Neonate (0 thru 30 days)

            X          Infant (31 thru 12 months)

            X          Child (13 months thru 12 years)

            X          Adolescent (13 years thru 17 years)

            X          Adult (18 years thru 65 years)

            X          Geriatric (66+ years)

Sedentary - Light Work - Lifting up to 15 pounds on an infrequent basis (less than one lift every three minutes).  While work is mostly done sitting, a certain amount of walking or standing is often necessary.

Repetition: Repeating the same motion over and over again places stress on the muscles and tendons. The severity of risk depends on how often the action is repeated, the speed of the movement, the required force and muscle involved.

Moderate walking and standing.

Sitting at keyboard/terminal/control console.

Blood borne Pathogen Exposure Risk Category A – WILL have exposure to blood or body fluids.

Reports to FHMG Director.

The content of this document reflects the general duties, responsibilities, minimum skills, abilities and competencies necessary to perform the essential functions of the job and should not be considered as an exhaustive detailed description of all the work requirements of the position.