Office Manager

Purpose: The Office Manager handles the overall supervision of the daily operations of patient services in a single office. The Office Manager helps maintain a cooperative relationship with all staff at CMCF, fulfills responsibilities as outlined below and generally manages all daily office functions and duties performed.

Responsibilities and Duties:

• Prompt, regular attendance at the clinic.
• Communicates daily with CNO regarding clinic operations, issues, human resources and patient satisfaction initiatives
• Coordinates the basic administrative operations of the medical clinic including managing clinical and front office staff
• Manages daily patient concerns and complaints and resolves patient satisfaction issues when possible; alerts CXO of patient concerns when appropriate and works with CXO to implement solutions for trends in patient complaints
• Assists with data gathering and analysis for improving clinic operations and clinical quality
• Manages latter portion of training for new medical assistants and receptionists
• Performs employee reviews for direct reports at a minimum one time per year.
• Identifies and reports facility maintenance issues
• Assists with daily clinic schedules
• Ensures that all equipment, supplies and medications are properly stocked, stored, and logged (as applicable) for the care of patients at clinic site. Coordinates with Inventory Clerk regarding clinic and office supplies.
• Communicates with Community Development Coordinator regarding suggestions for advertising through various forms of media for the clinic
• Monitors and approves time and attendance and paid time off for office staff
• Manages the clinical team’s daily workflow to achieve clinical disease management and prevention priorities, utilizing quality management tab in the EMR and delegating tasks as appropriate to care team members.
• Communicates normal and abnormal lab results to patients and provides appropriate patient education and the treatment plan as outlined by the provider.
• Triages patient phone calls for providers and helps with medication refills or other patient requests, directs the assessment of urgent patients who present to the clinic in person or via phone.
• Assist providers in direct patient care including medication reconciliation, medication counseling, chronic disease counseling, preventative health maintenance measures, and coordination of care with referral physicians
• Provides nursing care for patients per protocols and as directed by the provider such as: IV infusions, medication injections, wound care and dressing changes, assisting in procedures, and diabetes and other chronic disease patient education.
• Monitors EMR “Needs followup” bucket and follow up with patients and / or referral centers / physicians as needed (i.e., reschedule patients with chronic diseases with missed appointments, following up results or consult notes from physician referrals, reschedule missed imaging or referral appointments).
• Monitors clinical quality measures at the nursing staff level, identifying opportunities for improvement and helping to implement strategies accordingly.
• Participates in regular supervision of nursing and medical assistant staff and leads team meetings with reports to the Medical Director of ways to improve patient flow, patient satisfaction, and clinical quality of care.
• Coordinates periodic clinical training , i.e. in-services, for medical assistants
• Manages process for results reporting to the State and other agencies as required by law or directive
• Oversees clinical aspect of tracking/ensuring management of positive or abnormal results (mammograms, paps, STD, etc.) in cooperation with CRNP. Manages process for sending lab letters to patients for normal or abnormal labs and sending letters to patients who have no-showed for appointments
• Manages and coordinates insurance annual physical appointments (Healthspring 360s, Blue advantage P2Q forms, etc)
• Oversees chronic disease registries to ensure that all patients are receiving high quality chronic disease management with in-house provider visits.
• Assists CNO in investigations of assigned clinical incident reports, including coordinating a root cause analysis as needed. After the investigation, responsibilities include working toward development of action plans and monitoring implementation and maintenance of the corrective actions at the nursing level.
• Responsible for performing sterilization, as well as teaching and assessing competencies by staff to perform sterilization in compliance with protocols
• Responsible for performing autoclave maintenance, as well as teaching and assessing competencies by staff to perform daily, weekly, monthly and quarterly maintenance in compliance with protocols
• Responsible for performing high level disinfection, as well as teaching and assessing competencies by staff to perform high level disinfection in compliance with protocols

Qualifications:

• Bachelor’s degree from a 4 yr college or university, or at least 2 years experience in healthcare administration experience managing employees and HR issues
• Experience in a medical clinic and / or FQHC
• Person must be able to communicate well and professionally with staff, vendors, community partners, and patients
• In offices that perform sterilization or high level disinfection, the office manager will complete training in either/both, as applicable, within 60 days of hire (or prior to the opening of the new office, if more than 60 days after hire)