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Clinic Manager - (09 4414): Group Health Coop of South Central Wisconsin

Job Description:

Full time position located at the East Clinic.

Skills/knowledge/experience preferred included: Project management; advanced knowledge of childhood and adult immunizations and ability to lead GHC's Immunization Committee and immunization initiatives (including Flu Clinics); creation and maintenance of nursing policy and procedures and ability to lead GHC's Nursing Standards and Practice Committee.


Clinic Manager
Date of Issue: October 2009

POSITION SUMMARY: The Clinic Manager is responsible for organizing, directing and managing the primary care operations at an assigned Group Health Cooperative of South Central Wisconsin (GHC-SCW) primary care clinic or clinics. The Clinic Manager is responsible for the direct supervision of RN Team Leaders, Reception Team Leaders, LPN/CMA Team and Purchasing Coordinators, RN, LPN and CMA staff within the Patient Care Services Department at their respective clinic locations. The incumbent functions in a collaborative leadership role with the Physician Site Chief to ensure a balanced, productive, quality driven clinical practice that is financially responsible to the members of GHC-SCW. This incumbent supervises daily staffing, customer service and financial performance. The Clinic Manager also functions as a resource person for other department managers and staff in addressing various operations issues within the clinics. The Clinic Manager supports GHC-SCW community relationships that enhance clinic visibility, increase market share and anticipate market changes in collaboration with other administrative departments (Marketing, Member Services, Quality Management, etc.). The Clinic Manager supports the mission and vision of GHC-SCW as a member-sponsored cooperative

The incumbent knows and abides by all Group Health Cooperative of South Central Wisconsin (GHC-SCW) organizational and departmental policies, sets personal standards and strives for high quality work in completing assignments, performs job duties in a timely manner, and represents the organization in a positive manner. The incumbent understands our Mission, Vision and Common Values (stated below) and is committed to promote these values in behavior and attitude.

Our Mission Statement: To provide accessible, comprehensive, high quality healthcare and outstanding service in an efficient and personalized manner on a prepaid basis to persons in the GHC-SCW service area.

Our Vision: To be a leader among HMO's in providing high-quality medical care, impeccable service and competitive benefit levels and premium rates.

Our Common Values:

• Patient Centered: When health insurers and health care providers are brought together under one roof, we are better together. Our care team model focuses on supporting the needs of our patients/members and providing the best in safe, high quality coordinated health care. Members and their providers participate in making meaningful decisions that lead to better outcomes.

• Quality Driven: When members and their providers each participate meaningfully in the decisions that lead to better health care, we are better together. GHC-SCW continues its tradition of providing proactive health promotion and disease management outreach to our members to consistently achieve high quality health care accreditation.

• Innovation: When we work to lift each other up, show appreciation and collaborate in the best interests of the member, we are better together. GHC-SCW has made innovative advancements which include the implementation of an electronic medical records system (EMR) and GHC-SCW MyChartSM, access to innovative Complementary Medicine benefits and Wellness reimbursement services.

• Community Involved: When we join with our community to further the causes for which we share a common concern, we are better together. We are proud to promote programs that strengthen lives, and make our community a safer, stronger and healthier place to live and grow. GHC-SCW employees share their time and talent; and we recognize that the value of what we give is also what we gain - for our employees, our members and our community.

• Not for Profit Cooperative: When we share a common purpose, a common voice and a common vision, we are better together. We use our surpluses to improve clinics, enhance health care benefits and give back to the community. Our members, not our profits, are our priority. We have a unique "cooperative" governance structure which works directly for our members.

JOB SPECIFIC QUALIFICATIONS

1. Bachelor's degree from an accredited college or university in Nursing preferred.
2. Current licensure as a Registered Nurse in the State of Wisconsin required.
3. Five (5) years progressive management experience in clinic practice setting required. Experience in similar size/type of organization (managed care) preferred.
4. Possession of a valid Wisconsin driver license with good driving record. Ability to provide own transportation to various work locations, as required.
5. Leadership and Ethics:
a) Supporting and promoting the mission and strategic vision of GHC-SCW required.
b) Ability to work together with the Clinic Site Chief and others to effectively manage the day-to-day clinic operation required.
c) Ability to support and create a positive team environment required.
d) Ability to maintain patient confidentiality required.
e) Adhering to corporate compliance initiatives required.
f) Demonstrated leadership ability required.
g) Effectively communicating verbally, non-verbally and in written form required.
h) Ability to provide individual and small group problem-solving and guidance required.
i) Treating everyone with dignity and respect required.
j) Ability to work with a diverse staff and member population required.
k) Maintaining professional conduct and appearance within GHC-SCW and at sponsored activities required.
l) Ability to communicate and work effectively within the management team required.
m) Identify and support leadership qualities and potential among nursing department staff and act as a resource and mentor to those identified required.
6. Systems Thinking and Decision-Making:
a) Considering impact on GHC-SCW members, community, staff and other GHC-SCW departments when making suggestions or decisions required.
b) Collaborating with other departments, administration and partnered outside agencies required.
c) Ability to be resourceful and flexible in emergent situations required.
d) Demonstrating good assessment skills required.
e) Basic understanding of physician practice management and clinic operations required.
7. Resource Utilization and Financial Accountability:
a) Excellent analytical skills required.
b) Demonstrated proficiency with Microsoft Suite (Word, Excel, and PowerPoint) required.
c) Ability to use and/or learn electronic medical record systems such as EPIC.
d) Understanding of financial statements required.
e) Preparing, monitoring and controlling department budgets and clinic productivity required.
f) Considering the financial impact (cost/benefit) in decision making required.
g) Continuously monitoring workflow to ensure prudent use of staff resources required.
8. Quality Initiatives:
a) Accountability for monitoring the professionalism, skill and teamwork of the assigned Patient Care Services staff in partnership with Physician Site Chief required.
b) Understanding of the importance of practice standardization and workflows as they pertain to organizational efficiencies required.
c) Promoting and supporting change initiatives required.
d) Ability to facilitate teams and project maintenance required.
e) Understanding of project management fundamentals and importance of measurement in process change required.
f) Actively participating in quality projects by offering ideas and appropriate department resources required.
g) Making decisions that continuously improve service to members (accessible, safe, efficient, and personalized) required.
h) Seeking opportunities to participate in organizational quality improvement initiatives required.
9. Professional Growth:
a) Participation in pertinent continuing education courses for professional development required.
b) Willingness to review new trends and techniques/update knowledge base required.

JOB SPECIFIC QUALIFICATIONS (Cont)

10. Collegiality:
a) Interacting with colleagues at all levels of the organization and in the community in a professional manner including co-workers, staff, providers, senior leadership and members required.
b) Contributing to a supportive and healthy work environment that is conducive to learning required.
c) Working closely with and communicating with other clinic staff to ensure timely and accurate clinic information is disseminated required.
d) Resolving interdepartmental problems, questions and issues as they arise, working in conjunction with appropriate parties required.
e) Ensuring that assigned staff works collaboratively with all employees, providers and other customers required.
f) Exhibiting a positive, supportive demeanor while working on projects and collaborative initiatives required.

SERVICE QUALIFICATIONS

• Ability to treat others with dignity, respect, and courtesy required.
• Ability to follow operating procedures and practices to ensure the highest level of patient/ member safety and care.
• Ability to maintain patient, employee, and proprietary confidentiality required.
• Ability to consistently meet or exceed customer expectations in performing own work required.
• Ability to use effective customer service techniques and effective interpersonal skills required.
• Ability to act professionally and remain calm in stressful situations required.
• Ability to communicate effectively in-person and in all forms of communication required.
• Ability to work and problem solve independently as well as an integral part of a team required.
• Ability to pay attention to detail required
• Ability to be flexible and adapt to changing situations required.
• Ability to adhere to punctuality/attendance standards required.
• Ability to provide professional image as outlined in the professional casual dress policy required.

SUPERVISED BY: Patient Services Manager

SUPERVISES: Registered Nurse Team Leaders, Registered Nurses, Licensed Practical Nurses, Certified Medical Assistants, LPN/CMA Team Coordinators, and LPN/CMA Purchasing Coordinators.


FLSA STATUS: Exempt


ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Provision of daily management responsibilities. [30%]

a) Serves as the clinic's primary contact person.
b) Provides leadership, guidance and direction to RN Team Leaders, LPN/CMA Team Coordinators, LPN/CMA Purchasing Coordinators and Reception Team Leaders as necessary.
c) Provides individual professional/personal support, guidance and problem-solving for assigned staff.
d) Communicates department issues via clinic meetings, electronic messaging, common communication boards, etc.
e) Makes arrangements for orienting new Patient Care staff, health care students and medical residents performing clinical rotations at GHC-SCW, as well as guests touring the clinic site.
f) Works closely with and communicates with other clinic staff (e.g. pharmacy, laboratory, radiology and health information staff) regarding clinic activities and in resolving issues.
g) Participates in coordinating responses to emergent situations as needed.
h) Serve as Clinic Manager On-Call, as assigned.

2. Performance of administrative duties. [30%]

a) Attends meetings as assigned due to ex officio status (e.g. Practice Management Group Meetings, GHC-SCW Department Managers Meetings) and other meetings as assigned.
b) Reviews practice data with Service Quality Improvement Coordinator and related staff, and Physician Site Chief. Collaborates with practitioners and support staff in implementing all practice management and operational improvement initiatives in conjunction with overall GHC-SCW strategic goals.
c) Collaborates with Physician Site Chief to manage clinic practice budget.
d) Assists in the preparation of and monitors department operating and capital equipment budgets.
e) Accountable for monitoring the ongoing evaluation of staff skills and performance, arranges training as needed. Conducts annual performance reviews, and approves other performance reviews as appropriate.
f) Develops monitors and ensures department compliance with clinical and service quality standards (e.g. telephone performance, message taking, and appointment access).
g) Reviews member complaints/compliments and seeks resolution with member when necessary.
h) Ensures that regular staff meetings are held for Patient Care Services staff and clinic practitioners.
i) Assists the LPN/CMA Purchasing Coordinators and Clinic Facilities staff with the process of evaluating equipment, furnishings and supply needs within the clinic.
j) Serve as OSHA site coordinator.

3. Performance of Duties as Individually Assigned. [20%]

The Patient Care Services Manager will assign Clinic Managers to perform the following responsibilities based on individual qualifications:

a) Oversight of Health & Safety Committee activities including infection control and emergency preparedness.
b) Coordination of annual Flu Clinics.
c) Participation on teams representing the Patient Care Services Department.
d) Oversight of nursing practice including training and policy development and assessment of staff performance.
e) Oversight of reception training, policy development and assessment of staff performance.
f) Assigned coverage of other clinic sites due to absences of other Clinic Managers.
g) Providing patient care in the clinic including telephone triage, patient education and direct nursing care to members.

ESSENTIAL DUTIES AND RESPONSIBILITIES (CONT)


4. Management of Staffing Resources [20%]

a. Works with the Physician Site Chief and/or Patient Care Services Manager to conduct analyses of the feasibility of hiring/adding practitioners or support staff by working based on goals for accessibility, personalized service, efficiency and financial performance.
b. Monitors department FTEs (full-time equivalents) based on the annual budget.
c. Monitors the automated timekeeping records and managed time off (MTO) balances relative to availability of float/temporary staff.
d. Monitors Reception staffing relative to telephone performance data and other reception duties.
e. Assists Administrative Assistant when necessary to arrange nursing coverage.
f. Interview and hire qualified Patient Care Services staff.
g. Provide departmental orientation and training to new and current staff.
h. Communicate regularly behavior and performance expectations.
i. Provide daily leadership including instruction, review, and feedback on performance and behavior. Ensure that department staff operates as a team and addresses customers' needs.
j. Provide daily problem-solving support to routine and complex issues that arise in area of responsibilities or that are related to responsibilities.
k. Coach, counsel and/or discipline staff as necessary. Coordinate all disciplinary action in conjunction with Patient Care Services Manager and the Human Resources Department.
l. Prepare and conduct annual performance evaluations with staff and encourage feedback from staff.
m. Annually review and update departmental job descriptions as needed.
n. Conduct regular staff meetings to communicate and receive feedback on various organizational and departmental issues.
o. Communicate productivity and quality to staff regularly


OTHER FUNCTIONS AND RESPONSIBILITIES


Provision of department/team support to maintain a pleasant work environment.

• Look for ways to support others in their work.
• Develop and maintain cooperative work relationships.
• Approach individuals directly regarding suggestions and concerns and provide constructive feedback.
• Attend and participate in department/team meetings.

Performance of other duties as assigned.

• Stay current with company, department and job-specific information necessary to perform job.
• Keep GHC-SCW's work environment clean and organized.
• Report suspicious, unethical or illegal conduct and cooperate with approved investigations and inspections.

To comply with the Americans with Disabilities Act (ADA), which prohibits discrimination against qualified individuals on the basis of disability, it is necessary to specify the physical and environmental conditions of the essential duties of the job. The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


PHYSICAL DEMANDS:
1. Check the frequency and number of hours a day the worker is required to do the following specific types of activities:
ACTIVITY FREQUENCY APPROX # OF HOURS A DAY
CONTINUOUS INTERMITTENT 1 2 3 4 5 6 7 8 8+
a. Sitting x x
b. Walking x x
c. Standing x x
d. Bending x x
e. Squatting x x
f. Climbing x x
g. Kneeling x x
h. Twisting x x
i. Lifting x x


LIFTING
0-20 lbs. 20-30 lbs. 40-60 lbs. Over 60 lbs.

2a. HAND MANIPULATION REQUIRED? _x___Yes (If yes, complete a,b,c,d,e) _____No
2b. Repetitive hand movements? __x__Yes _____No
2c. Simple Grasping? Right Hand_x___
Yes__x__ No_____ Left Hand__x__
Yes__x___ No_____

2d. Power Grasping?
Right Hand_x___
Yes___x_ No_____
Left Hand___x_
Yes___x__ No_____

2e. Pushing Pulling? Right Hand__x__
Yes___x_ No_____ Left Hand___x_
Yes___x__ No_____

2f. Fine manipulation: Right Hand__x__
Yes_x___ No_____ Left Hand___x_
Yes__x___ No_____

3. (a) Does the job require worker to reach or work above the shoulder? __x__Yes _____No
(b) Reaching at or below shoulder level? _x___Yes _____No _____
Frequency: Occasional _x___ Frequent______ Constant______ .

4. Does the job require use of his/her feet to operate foot controls or __x__Yes _____No
for repetitive movement?

5. Are there special visual or auditory requirements? _x___Yes _____No
Describe: Works with computer monitor
Ability to see near, mid and far range required.
Ability to hear and communicate via telephone and in person.

WORK ENVIRONMENT:
a. Does the employee work near moving mechanical parts; in high, precarious places; and in outside weather conditions? ______Yes _x____No
b. Is the employee exposed to fumes or airborne particles? ___x__Yes ______No

BIO-HAZARD EXPOSURE RISK:

This position requires job related duties that may include exposure to biohazards such as blood, bodily fluids and tissues. __x___Yes ______No

Job descriptions represent a general outline of job duties, functions, and qualifications. They are not intended to be comprehensive in nature. In addition, jobs evolve over time and therefore their description may not reflect the precise nature of the position at a given point in time.

To perform this job successfully, and incumbent must be able to perform each essential duty satisfactorily.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.