Manager, Clinic Operations (Gastroenterology)

Manager, Clinical Services

The Manager, Clinical Services, is responsible for the day-to-day operations for assigned specialty services in order to achieve operational excellence. This position assists in evaluating, developing, recommending and implementing operational policies and procedures related to the delivery of safe and efficient quality patient care across specialty services in multiple settings including acute inpatient units, emergency room and multiple outpatient sites of care including. Ensures compliance with established standards, practices and regulatory requirements by all nursing and allied health personnel. Plans, manages and directs the activities of the nursing, allied health and nursing support staff. Maintains effective communication with physicians, staff, director and administration. Maintains or exceeds targeted expectations in reference to patient's satisfaction, operational and financial outcomes. Maintains positive physician, interdepartmental relations including positive employee morale. Embodies the standards of Memorial Health that support our mission, vision and values.

Qualifications

Education :

• Bachelor's degree in clinical or health science field preferred.

Licensure / Certification / Registry :

Experience :

Other Knowledge / Skills / Abilities :

Responsibilities

Hospital Focus (40%)

Supports large and small-scale projects across the continuum of care including hospital acute inpatient areas where specialists practice. Exercises good project management discipline and rigor in managing tasks, deliverables and needed resources. Completes projects within prescribed timeline and budget. Evaluates implementations and makes adjustments accordingly.

Collaborates with hospital department leaders throughout Memorial to ensure operational efficiencies and effectiveness.

Participates in hospital service line leadership meetings for specialties assigned.

Supports processes related to the facilitation of patients from clinic to hospital services.

Collaborates with informatics, nursing and hospital departments (nursing units, imaging, procedural areas, emergency room, etc) to manage clinical protocols and processes, physician order sets and practice models to meet the needs of the hospital and patient population.

Manages inpatient professional billing practices and processes. Manages audits of professional billing results and financial performance.

Provides input and insight into capital budget needs for specialty service area assigned.

Manages processes related to facilitate patients post-discharge to follow-up care.

Participates in onboarding and hospital credentialing of new physicians and advanced practice providers to meet the coverage needs of the hospital.

Coordinates needs and situations within the hospital to support physician and advanced practice providers.

Involved in patient service needs or complaints related to employed physicians in the hospital setting.

Understands needs of physician call coverage for hospital and manages on-call schedules for providers of assigned specialties. Maintains hospital call schedule in electronic platform.

Medical Practice Management (60%)

Develops recommendations and tactics to improve the clinical care of patients. Leads implementation of these strategies and tactics. Identifies quality improvement opportunities and uses appropriate QI tools techniques to evaluate potential solutions. Leads problem solving to ensure resolution of clinical care issues and adoption of "best practices." Assures clinic performance measurement data is gathered, monitored and reported and facilitates its use in improving quality and / or efficiency.

Manages the relationships, skills, abilities and working style of direct reports, which includes all clinical nursing, nursing support and allied health staff members. Interviews, hires, trains, retains, schedules, evaluates, educates, grows and molds this dedicated clinical team to ascertain the highest of clinical service for our patient base. Responsible for maintaining the individual satisfaction of this assigned workforce.

Manages functions, including, but not limited to adequate staffing levels by provider, payroll preparation, inventory management, and maintenance of facility and equipment.

Responsible for clinical oversight of the Electronic Health Record. Provides direct assistance to medical providers and staff. Responsible for analyzing the system and overseeing modifications to make the system easier to utilize and from which to collect data.

Embodies and supports the Memorial Health System Mission, Vision and Values.

Responsible for quality clinical management and all state and federal programs dealing with outpatient clinical settings.

Supports the clinic director to meet clinic financial goals and is able to successfully manage within budgetary guidelines, such as overtime and volume production. Works with providers and staff to meet productivity targets, attain reasonable reimbursement through proper coding, and hold expenses to targeted levels. Reports financial data as requested.

Communicates patient satisfaction expectations to staff, rewards outstanding customer service interactions, holds staff accountable for patient satisfaction expectations. Reviews patient surveys for issues or trends and takes appropriate action in order to achieve Great Patient Experiences. Implements appropriate service recovery.

Engages staff in developing annual clinic goals and individual goals consistent with MH Strategic Plan. Implements mechanisms with staff to fulfill clinic goals and objectives. Reviews goals and plans of actions with staff on a regular basis.

Collaborates with various departments to secure resources for clinic.

Complies with all reimbursement rules and regulations, including Corporate Compliance Plan. Applies the Minimum Necessary Standard when accessing protected health information. Monitors employees to ensure they do the same. Complies with established clinic policies and procedures and safety standards.

Performs other related work as required or requested.