Clinic Manager (Bilingual)

Trinity Health • Atlanta, GA

6d

About The Position

Position Purpose Mercy Care Atlanta is seeking a Bilingual Clinic Manager to lead operations at one or more Federally Qualified Health Center (FQHC) sites. This role is a key operational leader responsible for ensuring efficient, compliant, and patient-centered care. The Clinic Manager drives staff performance, customer service excellence, financial stewardship, and continuous quality improvement to achieve organizational goals in access, equity, and clinical outcomes. You will collaborate with providers, leadership, and community partners to deliver high-quality care and optimize patient experience. What You Will Do: Operational Leadership & Optimization : Own daily operational performance and continuously improve workflows using standardized procedures, visual management, and daily huddles. Ensure efficient scheduling, registration, and discharge with clear queue management and escalation paths. Align staffing, supplies, and equipment to demand; document and audit workflows to sustain gains. People Leadership & Coaching: Recruit for service orientation; set explicit customer service standards and behaviors (greeting, scripting, service recovery). Provide coaching, role‑play, and competency assessments; use clear expectations and performance plans when standards are not met. Recognize and develop high performers; build bench strength and succession plans. Financial Stewardship & Revenue Integrity: Co‑own site budget adherence; monitor visit volumes, payer mix, sliding‑fee utilization, and charge capture accuracy. Partner with revenue cycle on front‑end eligibility, copay collection, and documentation completeness to support UDS reporting and compliant billing. Regulatory Readiness & Quality Improvement: Maintain continuous readiness for HRSA/UDS standards; lead mock audits and corrective action plans. Use PDSA cycles and dashboards to track operational and patient outcome measures, and close gaps proactively. Customer Service & Patient Experience Leadership : Define, train, and audit service standards (e.g., warm greeting, AIDET, empathy, clear next steps). Implement service recovery protocols; round in lobby and exam areas; review comment cards/Press Gainey monthly; coach individuals and teams to targets. Embed customer service goals into performance evaluations and recognition programs. EHR & Digital Workflow Optimization: Ensure accurate, timely documentation and inbox closure; standardize templates and visit types; monitor task queues and turnaround SLAs. Partner with IT and clinical leaders to remove bottlenecks; train staff on privacy/security and efficient workflows. Performance Management & Analytics: Maintain weekly site dashboards (access, cycle time, no‑shows, productivity, patient satisfaction). Facilitate daily/weekly huddles to review results and execute countermeasures; provide timely, accurate data for grants and leadership. Cross‑Functional & Community Collaboration : Lead routine provider/MA/front‑desk alignment meetings; escalate barriers; coordinate with Access Center, Care Management, and community partners to reduce SDOH barriers (transportation, language). Represent the clinic professionally with stakeholders, modeling high customer service standards. Access & Throughput Optimization: Govern scheduling templates and overbooking rules; leverage reminders, waitlists, and telehealth as appropriate. Use time‑in‑process tracking to meet or exceed organizational cycle‑time and no‑show targets; redesign intake/discharge to reduce waits without compromising service quality. Customer Service Standards & KPIs: Publish a service charter; train all staff; track greeting compliance, outbound call handling quality, first‑contact resolution, and Press Gainey/site satisfaction; conduct monthly rounding and quarterly service refreshers. Risk & Safety: Lead incident reporting, service recovery documentation, collaborate with facilities on emergency preparedness drills, and rapid response procedures. Training & Onboarding: Implement structured onboarding with customer‑service role‑play, EHR competencies, and policy sign-offs; maintain annual refresher schedule.

Requirements

• Bilingual (English/Spanish) required
• Bachelor's degree in Business Administration, Management, or related field (Master's preferred)
• 5-7+ years of experience managing clinical operations
• Proven ability to lead teams, solve complex problems, and influence decision-making
• Exceptional organizational, communication, and analytical skills

Nice To Haves

• Master's preferred

Responsibilities

• Operational Leadership & Optimization
• People Leadership & Coaching
• Financial Stewardship & Revenue Integrity
• Regulatory Readiness & Quality Improvement
• Customer Service & Patient Experience Leadership
• EHR & Digital Workflow Optimization
• Performance Management & Analytics
• Cross‑Functional & Community Collaboration
• Access & Throughput Optimization
• Customer Service Standards & KPIs
• Risk & Safety
• Training & Onboarding

Benefits

• Day-1 Benefits (PTO accrual, retirement plan and match, health insurance and more!)
• Opportunity to get paid daily - through DailyPay
• Paid holidays and generous Paid Time Off (PTO)
• Discounts with major vendors; AT&T, Verizon, Ford Motor Company, General Motors, Quicken Loans, AND MORE!
• Low-cost medical, dental, and vision insurance plans.
• Enjoy lower-cost medical services when you visit facilities within the Trinity Health network.
• Fast response interview times and job offers.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees