Clinic Operations Manager

Housing Works • New York, NY

2d

About The Position

The Clinic Operations Manager (COM) helps oversee the day-to-day operations of the health center. The role implements procedures to optimize patient care, supports staff training, facilitates billing processes to reduce denials and self-pays, ensures effective scheduling and front-end documentation workflows, and promotes quality customer service in person and by phone. The COM proactively addresses issues that may prevent the clinic from operating smoothly and provides administrative support to the Clinic Director.

The position supports front desk and intake operations, patient follow-up, appointment scheduling, insurance verification, document management, office supplies and concessions, mail distribution, and upkeep of the office environment. It also helps maintain accurate electronic medical records, supports compliance and administrative processes, and collaborates with internal departments to maximize patient visits and relationships. The role escalates clinical or operational issues to the Clinic Director and/or Director of Healthcare Operations as needed.

Housing Works is a nonprofit organization founded in 1990 with a long-term commitment to AIDS advocacy. Its services include health home care management, behavioral health, and syringe exchange programs, in addition to healthcare and other community services.

Requirements

• Associate degree or higher.
• Proficiency with Microsoft Office Suite, electronic health records (EHRs), and data management systems.
• Strong organizational, analytical, and problem-solving skills, with exceptional attention to detail.
• Excellent written and verbal communication skills and strong interpersonal abilities.
• Ability to manage multiple priorities while maintaining confidentiality, professionalism, and accuracy.
• Strong time-management skills.
• Knowledge of healthcare operations, scheduling systems, and insurance verification.
• Ability to enter data into programs and databases such as ECW, AIRS, e-Share, and EiCare.
• Knowledge of E-Clinical Works EMR and data collection.
• Skill in health insurance navigation and documentation.

Nice To Haves

• Experience working in a community-based setting, particularly with patients who are LGBTQIA+ and/or have experienced homelessness, substance use, or mental health challenges.

Responsibilities

• Help oversee day-to-day health center operations and implement procedures that optimize patient care.
• Ensure coverage for professional and accurate patient appointment scheduling across onsite operations.
• Assist the Clinic Director with oversight of front desk staff and the Intake Specialist.
• Help monitor compliance with patient follow-up NCC and CM appointment policies and procedures, in coordination with the Patient Care Coordinator.
• Cover and support the Patient Care Coordinator as needed.
• Manage inventory of office supplies and client concessions.
• Ensure timely mail pickup, delivery, and distribution.
• Oversee patient scanning volume and ensure documents in electronic medical record systems are regularly maintained and labeled.
• Maintain a clean, presentable, and functioning office space.
• Contribute to daily huddles in appropriate areas and provide administrative support to the Clinic Director.
• Provide customer service and problem resolution, escalating issues to the Clinic Director when needed; help maintain a calm, organized front desk and waiting room.
• Assist with coordination of clinic coverage as needed.
• Help train front desk and other staff in customer service and de-escalation, and support their representation of agency values.
• Facilitate the distribution, documentation, and reconciliation of MetroCards and maintain inventory, reconciliation, ordering, and documentation of UND cards remanded.
• Ensure patient co-pays are collected and required follow-up appointments are facilitated for every patient.
• Cover the front desk as needed, including scheduling appointments, verifying insurance, and answering phones.
• Participate in staff, leadership, and other collaborative meetings, as well as quarterly advocacy.
• Perform administrative tasks in collaboration with the Clinic Director and provide additional duties and office staff support as needed.
• Read and follow organizational policies and procedures and Employee Handbook guidelines.
• Audit patient information in the electronic medical record for accuracy, including medical record number, insurance, and PCP information.
• Collaborate with Community Partnerships and other internal departments to maximize patient visits and relationships.
• Participate in and adhere to the mandatory HIPAA/Privacy Program and Employee Compliance Program.
• Escalate clinical and operational questions or issues to the Clinic Director and/or Director of Healthcare Operations as necessary.
• Adhere to Housing Works core values: All-In, Stronger Together, Membership, and High Performance.

Benefits

• Three comprehensive healthcare plans to choose from, with Housing Works covering most of the plan cost and employees paying a portion based on salary.
• PTO accrual begins immediately, with up to 30 days earned in the first year.
• Educational benefit available for tuition loan reimbursement, tuition costs, and textbooks.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree