The Site Manager will have responsibility for the daily operations of designated PCHA multi-specialty clinic location(s), including implementation and monitoring of patient experience standards, registration and scheduling activities, clinic expenses and finance goals, revenue cycle, EMR, human resources, physician interaction and communication, process and profitability improvements, strategic planning, clinic management and development/marketing. Reporting to the Director of Practice Operations, the Site Manager will interface directly with Packard Children’s Health Alliance (PCHA) and Lucille Packard Children’s Hospital (LPCH) leadership teams, members of the surrounding medical community, as well as daily contact with physicians, allied health professionals and their Practice Managers to support all clinic goals. This is a high visibility position, with frequent interactions with the our joint venture partners, general public, patients, physicians, and staff, and as such, serves as a general information resource and ambassador to all.
Essential Functions
The essential functions listed are typical examples of work performed by positions in this job classification. They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned. Employees must abide by Stanford Children’s Health guidelines including but not limited to PCARES, sensitivity to cultural diversity, patient care, patients’ rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with Stanford Children’s Health policies, licensure and health screenings.
- Working with PCHA and LPCH staff, provides oversight to all aspects of daily operations within the clinic.
- Partners with PCHA Administration, Practice Managers and physicians to develop strategic, financial and tactical plans and objectives for the practices; meets agreed upon goals.
- Ensures that all PCHA, LPCH, regulatory agency, quality policies and requirements are met.
- Responsible for the recruitment, training, scheduling, coaching and counseling of clinic staff.; Promotes a high functioning team environment by monitoring job performance, communicating job expectations and policies and procedures, and creating a culture of accountability.
- Actively and constructively participates in PCHA management teams and other interdepartmental meetings to assure efficient workflows across departments are achieved.
- Develops and monitors clinic budget for controlling operational and capital expenses.
- Determines appropriate access for patient flow and analyzes needs for the clinic to guarantee quality patient care.
- Works with the LPCH Physician Partner Relations team to mitigate any roadblocks for incoming referrals into the clinic.
- Works collaboratively with the physicians and allied health professionals, including efficient communication to develop protocols and procedures to assure optimal clinical workflows.
- Adheres fully to corporate policies governing voicemail, HIPAA and network access as well as those protecting the privacy of patients.
- Listens to patient complaints, offering resolution with a positive outcome. Monitors patient experience metrics and reports out monthly on specific action planning to positively impact patient satisfaction scores.
- Oversees patient scheduling, registration, POS payment collection, billing and EMR/recordkeeping and ensures timely completion of work assignments in accordance with established timelines.
- Coordinates and implements space planning and construction or other special projects.
- In collaboration with Practice Managers, orders clinical, office and stationary supplies, arranges for maintenance, repair, smooth functioning, purchase of new equipment for physicians and staff, including workstations, business and medical equipment at the office, including, copiers, fax, phones, ultrasound, EKG machines, etc.
- Abides by all PCHA guidelines including but not limited to sensitivity to cultural diversity, patient care, patients’ rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with PCHA policies, and licensure and health screenings.
- Provides timely reporting status of Standard Work from the Ambulatory dashboard to include patient satisfaction scores, open encounters, work queues, front end edits, budget, variance, EPIC dash board, no show rates, visits, P-Card, website (group/reviews) and referrals.
- Other duties as assigned and/or operationally may be required to cover other sites as requested by the Director of Practice Operations.
- May be required to travel to other clinic locations as needed.
Minimum Qualifications
Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.
Education: High School Diploma required, Bachelor’s degree preferred.
Experience: Minimum 3 years’ experience in health care, business management, clinical services, or related field; equivalent combination of education and/or work experience acceptable.
Knowledge, Skills and Abilities
- Understanding of medical clinic operations, compliance, and quality requirements related to provision of health care services.
- Ability to contribute to health care policy formulation when working in partnership with a multidisciplinary team of health care providers.
- Ability to operate collaboratively across all functions and levels in the Medical Group, the Stanford Children’s Health enterprise and community.
- Demonstrated success interacting and working with all levels of staff, providers and management. Must have highly developed leadership abilities and a reputation for entrepreneurial spirit
- Also requires strong communication skills and experience/knowledge in financial management and the latest process improvement tools