Clinic Operations Manager

Housing Works • Brooklyn, NY

1d • $55,000 - $60,000

About The Position

The Clinic Operations Manager will be directly responsible for the operational aspect of the clinic. It will include the billing components for the practice, denials, self-pay, overseeing day to day proper scheduling, documentation, and day to day reporting.

Requirements

• Requires a Bachelor’s Degree or its equivalence, and 2-4 years of experience in the field or in a related area.
• Familiar with standard concepts, practices, and procedures within a particular field.
• Relies on limited experience and judgment to plan and accomplish goals.
• Works under general supervision.
• Knowledge of billing and collections systems.
• Knowledge of eCW EMR system and data collection.
• Excellent communication skills with internal and external customers.
• Organized and capable of working in a fast-paced environment.
• Sets calm and organized tone for front desk area and waiting room.
• Skilled in interpersonal relationships with a culturally diverse population.
• Follow up and reminder phone calls and written correspondence with patients.
• Must be available to work evening and weekend shifts.

Nice To Haves

• Preference for individuals with experiencing working in a community-based setting, particularly with patients who are LGTBQIA+, and/or have experienced homelessness, substance use, and/or mental health challenges

Responsibilities

• Facilitate coverage as needed for professional, efficient and accurate scheduling of patient appointments across all Article 28 Article 31 and Article 33 clinics.
• Supervisory Oversight of Risk for OMH and/or Psychiatry Appointments through use of an approved assessment tool.
• Oversee the monitoring of Housing Works No Show Policy and Procedures.
• Cover and support /MCM/Patient Services Coordinator during PTO and as needed.
• Answer all incoming calls in a pleasant and proper manner, direct calls to the appropriate person or department.
• Work with NCC and Director of Credentialing to Monitor and follow-up on provider and other clinical staff credentials.
• Manage inventory of office supplies and client concessions.
• Manage mail pickups/deliveries to branch offices.
• Oversee the scanning volume and ensure regular upkeep and labeling of all documents in eCW and eIcare.
• Greet all incoming visitors and arrange interviews and meetings as necessary.
• Maintain a clean, presentable, and functioning office space as well ensure all exam rooms are clean and ready for the day.
• Provide administrative support to Clinic Director, Director of Healthcare Operations.
• Assist and coordinate coverage between clinics as needed.
• Dedicated to meeting the expectations of internal and external customers, working to create a positive experience for all.
• Understands the needs of clients, effectively provides assistance as needed, demonstrates the ability to de-escalate clinic concerns and reports to the Clinic Director as needed.
• Ensure all staff are trained in optimal customer service measures, de-escalation trainings and represents agency values.
• Coordinate with NCC to prepare and facilitate daily huddle as needed.
• Opening and processing all mails including medical records request, SSI, LabCorp, Stericycle, etc.
• Oversee the distribution, documentation, as well as reconciliation of metro cards
• Overseeing and ensuring all new clients are entered into eCW, & eIcare (MRN, SSN, PRAPARE, etc.)
• Oversee and assist in the distribution of TIP/UND gift cards to eligible clients and entering receipt into eCW and eIcare
• Coordinate interpreter services as needed for patients with Spanish or other languages when clients are unable to communicate within the appointment setting
• Participate in daily morning huddles with providers, medical assistants, medical front desk staff, medical case manager and nurse care coordinator, this entails completing pre-visit huddle form
• Work with clinical staff to run AZARA reports in preparation for daily huddle, document initial patient appointments, HEP C (TIP), Undectables Program (UND), hospitalizations and discharges
• Participate in data collection and daily reporting, not limited to but including the following: Primary Care, Psychiatry, OASAS, as well as OMH Clinic Visits Profitability (i.e. tracking various reimbursement rates for different billable visits)
• Participates in department QI/UND meetings including taking minutes
• Work collaboratively with our billing department to correct billing and coding errors
• Covers for the medical receptionist whenever as needed including working the front desk, scheduling appointments/answering phones.
• Perform additional duties and support to office staff when needed.
• Will oversee the PC and mental health scheduling and billing within the EMR.
• Coordinate with the Nurse Care Coordinator on appointment follow-ups and clinic inventory
• Works in collaboration with the clinic director for supervisory role of non-clinical support staff.
• Ongoing communication with credentialing department to ensure accuracy of registration and insurance information; Collaborate with credentialing department on insurance and providers paperwork for onsite credentialing.
• Maintain appropriate tracking system to ensure orderly and complete medical records request is completed, as well as monitor to ensure that records are processed in a timely manner (3 business days) request for patient medical records.
• Coordinate all subpoena’s through the organization Compliance Officer.
• Reads and adheres to all organizational policies and procedures and follows Employee Handbook guidelines.
• Oversee compliance with capture of contact referring source if clinical information is needed.
• Maintain inventory, reconciliation, and ordering of UND cards remanded and ensure proper documentation.
• Prepare for internal UND and Continuous Quality Improvement CQI/Interdisciplinary Meeting IDM meeting including running reports and taking minutes.
• Gather medical information for IPRO, eHIVqual, QARR review; Point person for all auditors.
• Check all patient information in ECW is entered correctly (not limited to Medical Record Number, insurance, PCP).
• Responsible to complete demographic information for Peer Reviews and send to providers to complete.
• Maintain contact through coordination and collaboration with Community Partnerships and other internal department to maximize patient visits.
• Participates in quarterly advocacy.
• Reads and adheres to and participates in the mandatory HIPAA / Privacy Program and Employee Compliance Program.
• Escalate all clinical and/or operations questions/issues to Clinic Director and/Director of Healthcare Operations as necessary.
• Ability to commute to Westside, DBHC, 125th St and ENY clinics as needed
• Must be able to provide strengths-based, gender-affirming, trauma informed, low-threshold/ harm reduction-aligned healthcare to patients with diverse identities and lived experiences

Benefits

• We have three comprehensive healthcare plans to choose from based on your priorities and budget. Housing Works covers most of the plan; you pay a portion, based on your salary.
• Staff begins accruing PTO immediately for a total of up to 30 days earned in the first year.
• We offer employees an educational benefit. This money is available for tuition loan reimbursement, tuition costs, and text books.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager