FLSA Status

Exempt

Job Role Summary

Under the general direction of the Area Operations Director (AOD) the Health Center Manager in collaboration with primary care senior leadership, other Health Center Managers and their Chief Physician Executive(s), provide leadership aligning with the mission, vision and values of Eskenazi Health (EH) and strategic plans of EH and EHC. The Health Center Manager is accountable for the day to day management of administrative, financial, operational, and clinical oversight of their assigned site(s) and/or departments including but not limited to performance improvement initiatives and resource management. The Health Center Manager is also accountable for implementing operational and clinical initiatives for EHC while maintaining high levels of quality and patient satisfaction scores as set forth in our primary care strategic goals. In coordination with the appropriate administrative offices, the Health Center Manager has authority to make decisions and be responsible for personnel issues, patient concerns/questions, clinical quality metrics, office budget/finance issues and global issues regarding the health center and or departments and Eskenazi. Proactively contributes to Eskenazi Health mission: Advocate, Care, Teach and Serve with special emphasis on the vulnerable population of Marion County. Models Eskenazi Health values.

Essential Functions and Responsibilities

• Supervises/manages staff and the overall operation of site(s), department(s) and/or program(s).
• Supervises, observes, and evaluates work of all personnel; ensures staff are held accountable.
• Understands, follows, and interprets to others Eskenazi Health/ and Eskenazi Health Centers' policies related to the operation of the health center, and assists Chief Physician Executive (CPE) and Area Operations Director (AOD) to maintain adherence.
• Understands and effectively communicates the strategic goals.
• Engages and collaborates with CPE, AOD(s) and Human Resources to hire, terminate, evaluate, train/orient, and implement corrective/disciplinary actions in accordance with applicable policies.
• Demonstrates critical thinking skills in assessing and resolving daily operational difficulties and strategies of the health center.
• Facilitates attendance and participates in quality and risk champion meetings and ensures discussions are shared.
• Successfully facilitates the implementation of best practices to impact clinical quality metrics; continuously evaluates and improves services.
• Coordinates training of all new associates in accordance with onboarding guidelines.
• Ensures compliance with regulatory agencies.
• Completes Readiness Rounds at prescribed intervals and follows up on any outstanding issues.
• Collaborates appropriately to identify and clinical quality issues and ensure implementation of recommended corrective processes.
• Completes and documents rounding on staff at the prescribed frequency.
• Utilizes Service Excellence Board to conduct daily huddles.
• Maintains and updates stoplight reports monthly.
• Utilizes Quality in Daily Work principles to foster teamwork and engagement.
• Ensures information discussed in leadership meetings is disseminated to all staff.
• Fosters supportive environment and serves as advocate for staff as well as patients.
• Implements process to increase MyChart enrollment to meet organizational and departmental goals.
• Investigates all patient problems/complaints and intervenes to improve the situation; provides counseling to staff as needed to improve customer service.
• Reports any provider related concerns to CPE and escalates to the Chief Medical Officer as warranted.
• Implements and monitors customer service best practices to ensure Net Promoter Scores (NPS) meet targets.
• Develops short and long term staffing plans related to projected patient care needs. Independently solves complex staffing problems, and manages daily allocation of resources according to patient volume and budget.
• Provides input and assists with implementing and monitoring site budget and cost control standards; ensures site operates effectively and efficiently within budgetary parameters.
• Ensures timely and accurate accounting of all expenses, including validation of charges and general ledger (GL) assignment.
• Collaborates with Patient Access Services (PAS) to ensure financial screening of patients and FPL information is entered accurately in Electronic Health Record (EHR).
• Facilitates appropriate billing practices to ensure regulatory compliance and fiscal responsibility.
• Implements a viable plan to increase patient access to expanded or alternative hours.
• Ensures provider templates are built appropriately.
• Effectively operationalizes the use of reengineering tools to decrease no show rates, increase capacity utilization, and decrease patient cycle time.
• Facilitates and promotes use of alternative patient services including but not limited to e-visits and phone visits.
• Creates, modifies and evaluates statistical information relative to the site.

Job Requirements

• A Bachelor's degree in Business, Management or health care field. A minimum of five years of healthcare, leadership or business management experience may be substituted in lieu of Bachelor's degree educational requirements.
• Prior management experience preferred.
• At least 3 years of experience in an ambulatory healthcare setting preferred.
• Medical terminology, ICD-9/CPT coding and billing experience preferred.
• Nursing or related health profession background helpful.

Knowledge, Skills & Abilities

• Extensive knowledge of the operation of a medical office, to include both clerical, clinical, and financial functions.
• Knowledge of:
• Laws, rules and regulations governing the health care industry including Federally Qualified Health Centers.
• Relevant regulatory standards.
• Fiscal management systems and techniques.
• Human resources management practices including supervision and staff development.
• Skill and effectiveness in making difficult decisions and exercising sound judgment.
• Working knowledge of financial/budgeting principles and practices
• Ability to:
• manage, supervise, delegate and coordinate the activities of others
• communicate clearly and concisely, both verbally and in writing
• analyze problems and develop effective techniques for resolution
• anticipate problems and initiate corrective action
• remain calm and work well under pressure
• establish and maintain effective working relationships with superiors, co-workers, subordinate staff, and collaborating partners, as well as patients
• Detailed knowledge of practice workflow processes and ability to recognize needed changes and implement solutions.
• Proficient with but not limited to basic Microsoft Office computer skills, Kronos, OnBase, SAP and EHR systems.
• Knowledge and skills necessary to ensure patient services are appropriate to the age served; demonstrates knowledge of the principles of growth and development over the life-span.
• Ability to assess data and interpret information needed to identify each patient's requirements relative to age-specific needs.