LOCATION: Kern County
Supporting the DOO in providing managerial leadership to the Health Center regions that contribute to the mission and strategic plan. Provide overall administrative direction and oversight for policies, procedures and programs of multiple ambulatory health centers/practices. Ensure operational efficiency, develops and monitors annual operating budget, provides strategic vision for the health center, staff, and follows through with implementation, monitoring and reporting on all center business objectives. Work closely with Senior Medical Assistant (SMA) on all process improvement initiatives. Collaborates with external resources and centralized staff to proactively problem solve and continuously improve the services delivered at Omni Family Health (OFH). Works closely with the Medical Director, physicians, nurses, other providers and staff to assure effective patient and client service objectives focusing on a customer-oriented, proactive and outcome based approach and is responsible for compliance with federal, state and local requirements pertaining to health center issues, in accordance with organization policies and procedures. Under direction, plans, organizes, supervises, coordinates and administratively directs the services of OFH health centers and ancillary services; performs service delivery planning, evaluation and program policy development; and performs other work as required. Each region shall have a health services administrator who is responsible for supervising the complete health center operations and supervising staff. Regions are defined as health center located in a specific area, described below and are subject to change:
- Wasco, Lost Hills, Delano
- Buttonwillow, Taft, Shafter, Rosedale, Brimhall, Shafter Women’s
- Oildale, Panama Lane, Ming and Southwest Bakersfield
- Other Counties, Tehachapi, Ridgecrest
JOB DUTIES: General
- Consistently evaluate and streamline operational functions:
- Strive for excellence and always look for an opportunity to make an improvement.
- Re-evaluate processes previously implemented to identify further ways of improving.
- Identify ways to streamline in terms of time efficiency and cost effectiveness.
- Foster inter-Network collaboration with colleagues to identify areas of improvement and brainstorm ways of improving operational functions and develop framework for discussion and implementation.
- Oversees the establishment and implementation of operating policies and procedures for the medical practice.
- Maintain the basics at all times:
- Service Excellence
- Patient and Employee Satisfaction
- Compliance/Continuous Quality Improvement
- Read and respond appropriately to all applicable reports; develop and implement corrective action plans for areas needing improvement (e. wait times, no shows, etc.).
- Business Services/Data Entry Integrity such as:
- Co-Pay & Payment Collections - meet goal of 80%
- Patient demographics (e.g. address & phone)
- Denials & IBGs
- All Error-related Reports - to be eliminated
- Preparing an annual program budgets to implement and run the health center program and monitor and report on all center business objectives.
- Sets the tone for a positive, supportive work environment. Be operationally sound and interactive, a visionary strategist as well as a hands-on operational leader who works together with the physicians, upper management, front line managers, and staff.
- Provides leadership, administrative direction and coordination in the formulation, interpretation and administration of current and long range policies, procedures and programs for multiple ambulatory health centers/practices. Maintain policy and procedural manuals updated in accordance with organization policy.
- Assists COO in ensuring Center adherence to regulatory and grant requirements. Assist in long range planning by advising COO of current clinical operations and market developments and contributing ideas for new services/programs.
- Hold staff accountable fairly, equitably, consistently and timely and in accordance with policies:
- Employee coaching/counseling and discipline should be done timely (within 48 hours of incident unless employee is out of the office). Employee documentation should be well maintained.
- Performance evaluations scores should be a reflection of the staffs actual performance level and scoring should be done in an objective manner according to the bell curve with 2 as a median.
- Ensure support staff competency and accuracy of health center responsibilities and functions:
- When conducting competency assessments, ensure the staff can clearly demonstrate knowledge in specific function (e.g. can actually perform job duty - that staff understands it and performs it as part of their performance evaluation).
- Responsible overall for staff development. Provides instruction, explanation, and a program of training in tasks and techniques for upgrading of the staff's skills as required. Mentor those staff members who merit it, for example, individuals that :
- Promote our mission with excellence
- Seek out additional responsibility
- Go above and beyond consistently
- Demonstrate an eagerness to learn and embrace their position
- Demonstrate an ability to lead
- Contribute significantly and consistently
- Coordinate, oversee and directly responsible for SMA duties and responsibilities to effectively manages daily operations through change and transition, ensuring adequate staffing and scheduling of all health center personnel to support operational goals.
- Direct and coordinate various personnel functions including, but not limited to: hiring, performance appraisals, promotions, transfers and vacation schedules.
- Evaluate the health center management information system components in coordination with the organization systems manager. Oversee site management of computers used in the health center; this includes maintenance and user training.
Health Centers Management
- Develop, recommend and monitor the operating budget including revenue projections and expenditure authorizations. Manage budget in a proactive manner:
- Review monthly departmental budget and explain variances utilizing appropriate format/report.
- Review productivity reports, explain variances and develop a corrective action plan to improve productivity.
- Review monthly "Profit and Loss" statement, explain losses and develop a corrective action plan to mitigate future losses.
- Works with upper management to develop annual budget; controls medical practice expenses and seeks to implement cost control measures while maintaining medical practice quality and service levels.
- Monitor grant funded programs; provide input on grant applications.
- Ensure maximum access for patients for every operational day:
- Provider schedules will be reviewed at least 6 weeks out to ensure there is adequate provider staffing during the week (in particular after a three day holiday weekend or holiday). Manager will communicate and make recommendations to the Medical Director for scheduling adjustments.
- Scrub schedules at least 24 hours in advance to look for errors, lack of access, need for additional providers or support staff, ensure confirmation of appointments, adequate exam room allocation, etc.
- Utilize SMA on a daily basis in collaboration with Walk-in Center to appropriately triage and place patient with the most appropriate provider. Maintain the data to capture all walk in, unable to see, disapprovals, etc. patient activity and identifying areas for better planning and/or utilization of resources (e.g. identify trends, frequency of walk-ins, location where most walk ins occur, time of day, acuity levels, etc).
- Coordinate the administrative role of health center physicians and other clinicians; work with the COO and Medical Directors to maintain health center staffing levels.
- Evaluate and respond to patient satisfaction results:
- Ensure the site reaches or exceeds the 90% goal in overall satisfaction as well as applicable areas of measurement.
- Identify areas of improvement and develop a corrective plan of action to improve performance.
- Review the verbatim comments. Give recognition for all positive comments. Provide coaching and counseling to staff identified in the areas of improvement. Identify workflow or process related issues that need to be addressed, develop a plan of action and follow up for outcomes.
- Resolve administrative problems and patient complaints
- Be a physical presence by rounding in the health center regularly throughout the day; interact, observe, ask questions, assist.
- This includes consistently engaging with staff, providers, patients and vendors and following up on issues.
- Maintain a global view of the health center at all times:
- Facility (internal and external)
- Staff (support staff competencies & conduct, other department personnel such as HE, Dental, etc)
- Providers (provide adequate support & communicate regularly with them)
- Patients (ensure their needs are met, interact with them)
- Processes (are they being followed, are they redundant, efficient, meaningful, can it be done better/differently?)
- Work with billing and back office to ensure that all billable services are submitted for processing, and maintain the revenue account for health center program and facility improvements.
- Plan, develop and implement health center PCMH health programs.
- Plan, organize, supervise and administratively direct health center staff and services, such as the pharmacy, laboratory and X-ray services; manage the health center business office, including accounting and billing, medical records and vital statistics; serve in a lead capacity to other managers to evaluate, recommend and implement improvements in health center organization and services; interpret, recommend and implement health center policies and procedures. Work with the Facilities Manager to ensure facility maintenance; review and approve fixed asset purchases proposed by the health center leadership group
- Records and Information planning:
- Records Management & HIPAA - Policy on the Development and Storage of Treatment Records and Consumer Access to Records.
- Clinical charting and documentation. Policy on the Content, Quality, and Timeliness of Treatment Records Including Auditing and Monitoring of Clinical Documentation.
- Release of Information. Policy on Confidentiality of Health center Records and Client Information. Policy on Release of Information and Release Without Consumer Consent, Including Abuse. Reporting and Dangerousness. Policy on Consumer Access to Review of Chart.
- Subpoena management
Quality Management & Reporting
- Provides monthly reports to the Operations Office on health center workload statistics, staffing, accomplishment and challenges. Conducts an annual evaluation of the total program including a review of utilization of services, a sample review of patient records to support continuous quality improvement, and a review of policies and procedures
- Effectively monitors profitability and reports shifts/changes, patient/exam volume, payer mix, productivity by physician, and related practice analysis data.
- Assume accountability for achievement of balanced scorecard targets.
- Implement and integrate the quality assurance recommendations. Ensures that center QI activities are conducted in accord with the corporate QA plan. Plans and directs ongoing customer focused quality improvement activities.
- Follow through with implementation, monitoring and reporting on all center business objectives, examples include but are not limited to: referral for patients not served, waiting lists and times, grievances & complaints, discharge planning and record closures, QA/QI outcomes, new patient placement, eligibility, and involuntary discharges, patients served by program, treatment and quality of services, and any other pertinent statistics used to run health center.
- Serves as liaison to other health care agencies and organizations. Act as liaison with State agencies to ensure compliance with State regulations governing the operations of medical health centers; review legislation and program requirements and ensure implementation and compliance as needed.
- Maintain liaison with all levels of administration, physicians and outside organizations to coordinate health center/practice business, accomplish directives and to facilitate the resolution of problems.
- Represent the assigned Health Center in meetings, conferences and maintenance activities within ambulatory clinical operations.
- Act as liaison with community organizations and local agencies to coordinate medical services and respond to community medical needs.
- HIPAA compliance - Responsible for maintaining abreast of and in compliance with all H.I.P.A.A. regulations and requirements. Treats all member information confidential.
- Compliance - Ensure compliance with all local, state and federal regulations.
- QA/QI - Participate in QA/QI activities and contribute towards the overall performance improvement of the organization.
- IT - Required learning and using the EHR/EOHR (Medical Practice Electronic System) and its components. As required by the job functions and highlighted in the Policies and Procedures. These components include NextGen, Healthport, PMS, QSI and other electronic features, as they are developed and implemented, as applicable to work environment.
- Promotes and believes in OFH mission
- In coordination with the HR and Medical Directors, negotiate, prepare and monitor medical provider and service contracts.
- Other related duties as directed by the COO. The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.
- Delegation of Responsibilities :
- The responsibility of the Administrator for these functions and policies does not require the Administrator to perform every function or write every policy personally. However, delegating a function does not relieve the Administrator of responsibility for the content of each policy and the performance of the health center and the staff being in compliance with applicable law.
- The Administrator does not have to be in charge of general, higher-level financial functions, such as budgets, finance, accounting, cash flow, profit and loss, assets and liabilities. But when the decisions of those in charge of the financial functions of the facility do not comply with policy, the Administrator must take action to correct this conflict.
QUALIFICATIONS: Knowledge, Skills, and Abilities: General knowledge of accounting/bookkeeping, budget projections, personnel management, policy development, data analysis, and supervision needed. Special Skills:
- Must have knowledge of current CPT and ICD-9/10 coding.
- Must understand the billing procedures for Medicare/Medicaid, Workers Compensation, HMOs, PPOs and other managed care and commercial insurance plans.
- Working knowledge of computerized medical office software, especially Electronic Medical Records, required: knowledge of NextGen software preferred.
- Ability to read, understand and follow oral and written instructions. Two to five years direct supervisory experience in a similar setting.
- Bilingual capability helpful; must have good interpersonal skills; must have flexibility and ability to juggle many obligations and set priorities.
- Strong leadership and organizational skills.
- Able to work flexible hours as needed
Thorough knowledge of:
- Management practices and procedures and office organization.
- Principles and techniques of supervision and training.
- Principles of public health practices and administration.
Working knowledge of:
- Fiscal management and budgets, grant proposal writing, funding sources, and program evaluation.
- Laws pertaining to the practice of medicine and of public health in the State of California.
- Application of data processing to office automation.
- Principles and procedures for planning, organizing and directing public health programs.
Some knowledge of:
- Principles of administrative survey and basic statistical analysis.
- Functions and services of community health services, organizations and public health centers.
- Plan, organize, direct, supervise and evaluate outpatient medical health centers and ancillary services.
- Design and deliver in-service training programs.
- Assume a leadership role in the community's health delivery system.
- Analyze, evaluate and solve complex administrative problems.
- Understand, interpret, explain and apply laws, regulations, policies and written and oral directions.
- Supervise, train and evaluate the work of subordinate staff.
- Write effective and comprehensive reports and recommendations.
- Make oral presentations to small and large groups of diverse audiences.
- Prepare and analyze grant proposals, service contracts, budgetary documents and financial statements.
- Establish and maintain cooperative working relationships with staff, representatives of community organizations and the public.
- Input, access and analyze data using a computer terminal.
- Interpret organization policies, programs and procedures to others.
- Coordinate organization meetings, staff meetings and conferences
Special Requirements/Conditions: Possession of a valid California class C driver license or the ability to provide suitable transportation which is approved by the appointing authority
EDUCATION AND EXPERIENCE: Bachelor’s degree in business or healthcare administration or relevant degree required. Master’s Degree preferred. 2-5 yrs direct supervisory and management experience in a healthcare facility. Years of experience can be substituted on a year-by-year basis for academic training. Any combination of education and experience, which would provide the necessary knowledge’s and abilities, is qualifying. Level I Work requires 1 year of related administrative or health center/practice management experience to acquire competence in applying general operational practices, personnel practices, accounting and budgeting principles and coordination of health center administrative functions. Level II Work requires 3 years related administrative or health center management experience to acquire competence in applying general operational practices, personnel practices, accounting and budgeting principles and coordination of health center administrative functions. Level III Work requires 5 years related administrative or health center management experience to acquire competence in applying general operational practices, personnel practices, accounting and budgeting principles and coordination of health center administrative functions. Able to work flexible hours as needed
RESPONSIBLE TO: Director of Operations
CLASSIFICATION: Full Time Position, Exempt