Clinic Manager (bilingual)

The Mission Neighborhood Health Center (MNHC) is a non-profit, multi-site community health organization offering comprehensive health services in the Mission and Excelsior Districts of San Francisco.  The center offers primary health care services, adult medicine, pediatrics, family planning, OB/GYN, HIV and homeless services. 

We advocate for health equity and deliver innovative, high-quality services responsive to the neighborhoods and diverse communities we serve with a focus on the Latino Spanish-Speaking Communities.

We are currently looking for qualified candidates for our Clinic Manager role. This position reports to the Director of Clinical Operations & Quality Improvement and is a Regular, Full Time, Exempt role with a salary range of $71,000-$81,000 with full benefits.

Primary Objective:

The Clinic Manager oversees the efficient flow of primary health care services with a high level of customer service at an assigned site.  The Clinic Manager seeks to optimize productivity and access.  The Clinic Manager directly supervises the Patient Services Specialists and the Lead Phlebotomist, while providing indirect administrative supervision to Medical Assistants and providing operational support to Care Team staff (PCP, RN/LVN, RD, IBH). The Clinic Manager promotes positive working relationships with patients and employees. The Clinic Manager models a culture of teamwork within the Clinic to guarantee an excellent patient experience, and ensures alignment with MNHC’s values.

Essential Functions/Responsibilities:

Leadership & Staff Development (30%)

1. Supervise team of Patient Services Specialists and Lead Phlebotomist, including but not limited to recruitment, hiring, orientation/training, and performance coaching & evaluation.
2. Coordinate scheduling of assigned Patient Services Specialists and Medical Assistants in various departments.
3. Coordinate scheduling of Laboratory, in collaboration with Medical Director and DCOQI.
4. Coordinate scheduling of clinical staff (PCP, RN, RD) with Director of Patient Services, Medical Director, and DCOQI

Clinical Operations (60%)

1. Oversee clinic flow to optimize team productivity, ensure positive staff and patient experience.
2. Lead morning Huddle.
3. Generate, monitor, and evaluate team productivity and access data on a routine basis. Act on opportunities to improve team productivity and improve patient access. Coach staff through to improvement.
4. Oversee operations of Adult Medicine, Women’s Clinic and Pediatrics reception areas and Laboratory by ensuring sufficient staff coverage at all times.
5. Oversee panel management activities of the Care Teams, including but not limited to efficient and timely completion of Team Huddle, Pre-Visit Planning/Chart Prep, and Panel Management.
6. Resolve health insurance and payment concerns for patients, and refer to the appropriate Department.
7. Address informal patient complaints, assist patients in filing grievances, as requested, and field formal complaints to Director of Patient Services. 
8. Oversee monthly Clinic/Department meetings, including but not limited to creating agenda, facilitating meetings on a rotating basis, finalizing meeting minutes in a timely manner, scheduling presentations, and ensuring follow up on action items.
9. Ensure compliance with all Infection Control standards and requirements, in collaboration with clinical leadership.
10. Ensure compliance with all public and private vaccine requirements, working with the Clinical Operations Coordinator to resolve any vaccine issues in a timely manner.
11. Monitors the condition of Clinic equipment and physical facility.
12. Notifies the Operations Coordinator of any clinical and office equipment repair, as necessary. Works with the Operations Coordinator to resolve the equipment and/or facility issue until completion.  Orders new equipment, as needed.
13. Ensures routine inventory of clinical and office supplies, and orders supplies as necessary.
14. Act as lead for the Clinic’s emergency preparedness and response coordination. Act as Site Captain for assigned clinics and/or locations. Regularly attends all related emergency preparedness trainings and meetings.
15. Act as lead for resolving reporting, troubleshooting, and resolving IT and EHR issues and tracking to resolution.
16. Ensure all computer systems are in proper working order at start of clinic shift.
17. Lead the IT/system and/or EHR downtime response and ensure timely follow-up on downtime tasks.
18. Act as on-site lead for internal and external audits, in collaboration with DCOQI.
19. Attends and participates in all required meetings and trainings.
20. Performs other duties as assigned by Supervisor.

Quality Improvement (10%)

1. Lead quality improvement efforts and initiatives in the assigned Clinic.
2. Coach assigned staff and Quality Improvement Lead, as necessary.
3. Attend and participate in all Quality Improvement Committee meetings and trainings.
4. Work with the assigned Clinical Chief and Care Teams to identify and implement innovative projects to improve the quality of patient care, increase patient and staff satisfaction, and exceed operational & clinical goals.
5. Monitors clinic operations metrics such as Time to Third Next Available Appointment and no-show rates; develops and supports operational improvement projects under the supervision of the Director of Clinical Operations and Quality Improvement. 

Qualifications:

1. Bachelor’s degree in public health, community health, health services, social services, or other health care- and social services-related field required. Equivalent combination of education and experience considered.
2. Fluency in Spanish and English required.
3. Minimum of 2 years of leadership/direct supervision of staff OR progressive supervision responsibility required.
4. Experience in health care and customer service strongly preferred.
5. Experience with quality improvement strongly preferred.
6. Knowledge of community health, primary care, and/or non-profit organizations preferred.
7. Strong verbal and written communication skills.
8. Ability to work evenings and weekends.
9. Ability to work effectively in a fast paced, dynamic environment.
10. Strong problem-solving and de-escalation skills.
11. Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook).
12. Experience with electronic health records and scheduling software.
13. Experience with population health registry or software strongly preferred.
14. Experience with computers and office equipment (i.e. printer, copier, scanner) required.
15. Able to protect confidential, sensitive patient health and financial information.
16. Familiarity with Asian and Pacific Islander language preferred.

To learn more about our organization, please visit our website at www.mnhc.org. We offer a full range of benefits which includes the following:

• Medical Insurance – MNHC pays 90-100% based on plan
• Dental and Vision Insurance – free to employee
• Life Insurance – free basic policy plus voluntary option
• Flexible Spending Accounts for health & dependent care expenses
• Commuter benefits for public transportation expenses
• Vacation – 2 weeks (3 weeks after 5 yrs; 4 weeks after 8 yrs)
• 12 Paid Holidays plus your birthday and 12 Sick Days each year
• 40 hours Paid Educational Leave
• 401k Retirement Savings Plan with Company Contribution

Mission Neighborhood Health Center is an Equal Employment Opportunity employer committed to fostering an inclusive environment for our diverse workforce. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics. Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment for qualified applicants with arrest and conviction records.