Health Center Manager (Float)

POSITION SUMMARY
Assumes responsibility for managing all aspects of the financial and clinical operations of the Health Center(s), in collaboration with Health Center Director/VP of Clinical Operations. Participates in clinical and agency wide, and external committee meetings and activities as required.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES
Supervision: 15%
• Maintaining efficient staffing levels and appropriate skills for optimum flow.
• Establishes and maintains a caring and professional atmosphere in the health center that provides customer focused service delivery and meets productivity and patient load goals.
• Supervises center workflow to ensure timely completion of tasks. Keeps Health Center Director/Vice President of Health Center Operations informed of progress and problems.

• Responsible to creating staff schedules and patient appointment templates, Holds daily huddles (or delegates) to assure that communication of new information and the daily schedule and staffing are clear to all staff.
• Serves as leader within the center to foster teamwork and positive attitudes among staff in accomplishing the goals and objectives of the agency.

 

Productivity: 15%
• Undertakes an analysis of data to evaluate center achievement on customer service and financial goals. Analyzes trends and make adjustments to health center operations and finances accordingly. Assists in the development of management information from available data.
• Participates in the Center Operations Department team to identify new systems or system improvements, as well as the problem identification and resolutions that enhance the operations of the medical program.
• Collaborates with clinical services to assure highest level productivity is reached in his/her center while maintaining quality of patient care.
• Daily clinic flow, including implementing improvements to maximize productivity and patient satisfaction.
• As part of management team, accepts individual and joint responsibility for and participates in meeting established goals for productivity.
• As part of management team, accepts individual and joint responsibility for and participates in achieving established revenue cycle goals.\

 

Customer Services:15%
• As part of management team, understands and commits to modeling excellent customer service in all aspects of health care delivery. Accepts individual and joint responsibility for and participates in overall health center efforts to achieve goals and policies on professionalism, wait time in the clinic/on the phone, and the system for addressing client complaints.
• Addresses patient complaints per PPGNY Service Recipient Complaint Policy.
• Reviews Press Ganey Comments and scores and shares with staff on a monthly basis.
• Proactively identifying obstacles to quality and/ or customer service and either making changes in sphere of influence or reporting issues to Health Center Director/VP of Health Center of Operations for further assistance.

Performance Management: 15%
• Honestly and accurately completes annual performance appraisals, performance improvement plans, and disciplinary actions when timing or staff behavior requires action.
• Responsible for ensuring compliance with terms of the collective bargaining agreement for applicable staff. Works with Human Resources to ensure compliance, as applicable.

• Works effectively with volunteers, trainees and temp agency personnel, as applicable.
• Builds a successful health center team and communicates regularly and effectively, including making proactive suggestions to Health Center Director/Vice President of Health Center Operations.
• Hires and supervises center support staff and volunteers as appropriate. Serves as an on-site resource and assures compliance with all regulatory bodies.
• Directly supervises (which includes hiring, orienting, training, reviewing, and terminating, if needed) all staff in the health center.
• Routinely reviews and analyzes reports of service visits, budgets, billing, entitlement program enrollments, finances and other performance measurements as directed the Health Center Director/VP of Health Center Operations. Provides feedback and prepares corrective action when needed.

 

Compliance: 15%
• Through daily oversight and in collaboration with the Regional Clinical Director and Director of Quality Management, assures that all current policies and procedures, including but not limited to, Standards and Guidelines, personnel policies, compliance with risk management/quality management policies and procedures, completion of incident and occurrence reports, financial policies, IT policies, daily deposits, required drills, are being followed.
• Assists in filing incident reports, occurrence reports and patient complaints following PPGNY policy.
• Assures, in coordination with Lab Director, that all procedures concerning laboratory specimens and results are followed, (e.g., handling of specimens, handling of results, etc...).
• Supports, cooperates with, and implements specific procedures and programs for: confidentiality, quality assurance, compliance with current laws and regulations including HIPAA and mandated reporting, as well as compliance with NYSDOH Family Planning, PPFA accreditation and any other regulatory requirements.
• Ensures and follows all safety and security procedures and guidelines. Ensures completion of all required center safety, security and medical drills. Ensures OSHA, and CLIA guidelines are followed, and that staff are trained in their application.
• Assures that all staff is proficient in use of the electronic health record and practice management system and assures staff and self-compliance with all Finance policies and procedures.

 

Finance: 5%
• Oversees financial and risk management activities including depositing and reporting of receipts and maintenance of internal controls and appropriate safety measures.

• Approves expenditures including patient fee adjustments, payment plans and patient refunds. Manages expenses and income and assures performance goals are met.
• Manages center petty cash.
• Reviews and approved or denies staff cash reimbursement requests, e.g., mileage reimbursement.
• Ensures invoices are submitted to accounts receivable in a timely manner.

Supplies and Inventory: 10%
• Ensures that the center has supplies and equipment necessary to carry on its services effectively. Supports the affiliate’s inventory control processes, storage and labeling guidelines.
• Ensures medication inventory is complete and submitted to finance.
• Ensures medication expiration checklist is complete.

 

Facilities and Security: 5%
• Ensures that the facility and equipment are maintained in clean and safe condition as required by the agency procedure and protocol.
• Monitors the work of and communicates with the security guards assigned to the center, as applicable.
• Responds to after-hour emergencies, e.g., power failure, fire alarm, burglar alarm.

Outreach: 5%
• Participates in community and Center activities related to consumer education and outreach.

 

CORE COMPETENCIES
• A demonstrated commitment to PPGNY’s mission related to bodily autonomy, health equity, and gender and racial justice.
• A demonstrated commitment to learning about and enhancing practices related to racial equity and its impact on healthcare systems.
• Strong relationship building and communication skills, including an ability to work and build trust across cultural differences related to related to race, class, age, gender, gender identity and expression, sexual orientation, religion, ethnicity, national origin or ability; and to reflect on one’s personal identity with humility.
• Ability to provide compassionate, non-judgmental and culturally responsive care across race, class, age, gender, gender identity and expression, sexual orientation, religion, ethnicity, national origin or ability; and demonstrates deep sense of accountability to patient experience.

 

REQUIRED SKILLS/ABILITIES:
Interpersonal
• Excellent customer service and communication skills
• Ability to remain focused and calm in stressful situations.
• Excellent interpersonal and verbal skills
• Superior oral and written communication skills
• Ability to work effectively as part of team.

Technical
• Proficient in Microsoft Office Suite or similar software
• High degree of comfort with electronic health record

Work Habits/Attributes
• Keen attention to detail
• Excellent organizational skills
• The ability to produce high quality work in a fast-paced environment with changing and/or competing priorities.
• Ability to exercise sound judgment and independent decision-making skills.
• Ability to produce reliable, high quality work with minimal direct supervision.
• Ability to exercise discretion in the handling of confidential information.
• Ability to work a flexible or extended schedule, including evenings and weekends, as operational demands require.

• Minimum education
High school diploma/GED

• Minimum work experience
Previous experience working in a high-volume health care setting.
2 years of supervisory experience

• Bachelor’s Degree or higher in related field
• Previous experience working with electronic health records.
• Proficiency in other languages
• Prior Planned Parenthood employment.

Requires prolonged sitting and repetitive tasks including use of a computer. Frequent standing, walking, bending. Must be able to walk up and down stairs. Requires lifting or moving of patients/supplies/equipment. Visual acuity sufficient to perform frequent work on a computer screen and review printed reports and other materials. Requires the ability to hear and to communicate orally with others. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets, and medical equipment and will require reaching, grasping, pushing and pulling.

This job operates in a professional office environment. Potential exposure to communicable diseases and other conditions in a health center environment. May require travel to other health centers, at times in inclement weather. Requires flexible schedule and during peak activity periods work in excess of 7.5 hours per day and/or 37.5 hours per week.