Health Center Manager
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Skills
customer serviceehrhipaaincident reportinginsurance verificationoshaquality improvementsite inspectionsspanishuniversal precautions
About the role
Job Summary: The person in this position is part of the team concept in the Patient Center Health Home, which is devoted to the delivery of primary care in an ambulatory setting, with an emphasis on prevention and health maintenance. The person in this position reports to the Lead District Health Services Administrator and works closely with the Health Center Nurses, providers, and support staff to assure effective patient and client service objectives in the health centers. The Health Center Manager will oversee the day to day operation of the Front Office, ensuring that staff continues performing their duties and carrying on the necessary functions required in accordance with established policies and procedures. The Health Center Manager is responsible for the compliance with federal, state, and local requirements pertaining to health center issues.
Job Duties:
- Observe front office efficiency
- Makes sure that patients are processed within a reasonable time.
- Guarantees excellent customer service to all patients of Omni Family Health.
- Reviews and makes certain that registration is completed properly and in accordance to established protocols.
- Reviews and makes certain that co-pay/ balance/ deposits/ share of costs are collected from each patient.
- Reviews and makes certain that all cash is balanced daily and receipts are issued properly.
- Makes sure telephone calls are answered within three rings.
- Ensures staff are trained in NextGen and other data programs in relation to front office duties. Makes certain all data is properly captured in NextGen or applicable Practice Management Systems.
- Makes sure verification and collection of demographics is captured by front office at each patient visit.
- Guarantees proper insurance verification, work closely with insurance plans, and direct patients to appropriate assistance programs.
- Properly collects UDS patient information.
- Monitors the no- show patients and completes the no- show process.
- Prepares health center for all private, county, state, and federal audits.
- Generates, reviews, and analyzes all reports pertaining to the operations of the health center.
- Makes sure that patients are called back within a reasonable time.
- Assesses and creates goals towards the improvement of the health center.
- Reviews patient schedules.
- Makes sure that providers are aware of their patient schedule for the day.
- Discusses with providers about patient flow and patient concerns/complaints.
- Reviews walk-in status and communicates with providers.
- Coordinates involvement of staff in all OFH activities (e.g. Health Fair, Outreach programs, and company functions).
- Demonstrates knowledge of safety and OSHA practices.
- Follows universal precautions to protect self and patients.
- Collects, assesses, and reports data for Quality Improvement reports.
- Prepares health centers for any and all site inspections, audits, and health center visits.
- Participates in project initiatives.
- Provides support to other health centers, as assigned.
- Takes calls on weekends and evenings to resolve issues after hours and for patient registration.
- Any other duties or responsibilities required by operations staff may be assigned from time to time and when the need arises.
Administrative Duties:
- Orders and submits all necessary supplies with purchasing department according to established protocols and procedures.
- Prepares monthly staff meeting agenda and minutes.
- Directly responsible for all front office personnel.
- Communicates health center operation and QI results with support staff and direct concerns to Lead District Health Services Administrator.
- Communicates all cash errors with the billing department.
- Submits monthly reports to Lead District Health Services Administrator as requested.
- Assists providers in closing encounters.
- Prepares staff schedules for front office.
- Approves/Denies staff request for time off with pay/without pay.
- Upholds and maintains HIPAA compliance.
- Serves as experts in all patient assistance programs.
- Executes all new or revised policies and procedures.
- Addresses patient complaints, prepares incident reports, prepares unusual occurrence reports, and any matters requiring attention in the health center.
- Stocks and orders supplies for the health center.
- Responsible for employee coaching, counseling, and disciplinary action.
- Serves as a member of Omni Family Health Leadership committee and attends all pertinent operations meetings.
Job Requirements:
- Ability to work under pressure.
- Ability and willingness to treat all patients with the utmost kindness and consideration in the most trying situations.
- Friendly personality with the desire to work with the public.
- Ability to handle multi-functions.
- Understanding of community based organizations.
- Promotes and believes in OFH mission statement.
- Ability to relate to the public regardless of ethnic, religious and economic status.
- Must be willing to work at any Omni Family Health location other than the assigned site and be agreeable to work weekends, if so needed.
- Commitment to the concepts of preventive health care program and team approach to health care delivery.
Additional Duties:
- 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 to learn and use 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 developed and implemented, as applicable to work environment.
- All employees will participate in Patient Centered Health Home Model at Omni Family Health.
Qualifications, Education, and Experience:
- High School Diploma or GED certification.
- Six (6) years of directly related experience in a healthcare setting, including two (2) years in a management role, preferably within a Federally Qualified Health Center (FQHC) or nonprofit environment.
OR
- Bachelor's Degree in Business Administration, Healthcare Administration, or a related field, and three (3) years of directly related experience in a healthcare setting, including one (1) year in a management role, preferably within a Federally Qualified Health Center (FQHC) or nonprofit environment.
- Current and valid Cardio Pulmonary Resuscitation (CPR) certification preferred.
- Experience managing front office operations, patient flow, scheduling, and customer service functions.
- Bilingual in English and Spanish preferred.
Responsible To: Lead District Health Services Administrator
Classification: Exempt