Clinic Operations Manager

Housing Works • New York, NY

22d • Onsite

About The Position

The Clinic Operations Manager will be responsible for overseeing the clinic's daily operations, including billing processes, managing denials and self-pay accounts, ensuring proper scheduling and documentation, and handling daily reporting. This role requires a candidate who can provide strengths-based, gender-affirming, trauma-informed, low-threshold/harm reduction-aligned healthcare to patients with diverse identities and lived experiences. The position also involves supervising the operations team, coordinating subpoenas, managing inventory, overseeing insurance verification, and collaborating with various departments to maximize patient visits. The role may also require assuming the responsibilities of the Health Center Director in their absence.

Requirements

• Bachelor’s Degree preferred
• 2-4 years of experience in the field or in a related area.
• Familiar with standard concepts, practices, and procedures within a medical field.
• Relies on limited experience and judgment to plan and accomplish goals.
• Performs a variety of tasks.
• Works under general supervision.
• Knowledge of billing and collections systems.
• Knowledge of eCW EMR system and data collection.
• Must be able to work evenings and weekends per month.

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

• Ensure professional, efficient, and accurate scheduling of patient appointments across all clinics, providing coverage as needed.
• Oversee adherence to the Housing Works Patient No-Show Policy and Procedures.
• Provide coverage and support for the Health Center Director, Patient Care Coordinator, and Scheduling Manager during PTO and as needed.
• Answer all incoming calls in a courteous and professional manner, directing them to the appropriate person or department.
• Collaborate with the Director of Credentialing to monitor and follow up on provider and clinical staff credentials.
• Manage inventory of office supplies and client concessions.
• Oversee mail pickups and deliveries to branch offices.
• Supervise scanning volume, ensuring proper upkeep and labeling of all documents in eCW and eIcare.
• Greet visitors and coordinate interviews and meetings as needed.
• Maintain a clean, organized, and functional office space, ensuring all exam rooms are prepared for daily operations.
• Provide administrative support to the Health Center Director.
• Assist and coordinate coverage between clinics as needed.
• Ensure a positive experience for internal and external customers by meeting expectations and maintaining high service standards.
• Understand client needs, provide effective support, de-escalate clinic concerns, and report issues to the Health Center Director as necessary.
• Ensure all direct reports receive training in customer service best practices, de-escalation techniques, and agency values.
• Open and process all incoming mail.
• Oversee the distribution, documentation, and reconciliation of MetroCards.
• Ensure all new clients are properly entered into eCW and eIcare, including MRN, SSN, and PRAPARE data.
• Assist in distributing Undetectables (UND) gift cards to eligible clients and ensure proper documentation in eCW and eIcare.
• Prepare the daily huddle sheet and participate in morning huddles with providers, medical assistants, front desk staff, medical case managers, and the nurse manager.
• Provide coverage for running the huddle as needed.
• Participate in data collection and daily reporting, including but not limited to: Primary Care, Psychiatry, OASAS, and OMH clinic visits, Profitability tracking (e.g., monitoring reimbursement rates for billable visits), Department QI/UND meetings, including minute-taking.
• Collaboration with the billing department to resolve billing and coding errors.
• Provide coverage for the Patient Service Representative as needed, including front desk duties, scheduling appointments, and answering phones.
• Perform additional administrative duties and support office staff as required.
• Directly supervise the operations team, including Patient Service Representatives, Intake Specialists, and Referral Specialists.
• Coordinate all subpoenas in collaboration with the organization's Compliance Officer.
• Adhere to all organizational policies, procedures, and Employee Handbook guidelines.
• Manage inventory, reconciliation, and ordering of UND cards, ensuring proper documentation.
• Oversee the daily insurance verification process conducted by Patient Service Representatives and Intake Specialists, ensuring uninsured clients complete sliding fee applications and are connected to NYS Marketplace Insurance options.
• Maintain communication and collaboration with Community Partnerships and internal departments to maximize patient visits.
• Participate in quarterly advocacy efforts.
• Comply with and actively participate in the mandatory HIPAA/Privacy Program and Employee Compliance Program.
• Escalate clinical and operational questions or concerns to the Health Center Director and/or Vice President as necessary.
• Assumes role of the Health Center Director, in their absence.

Benefits

• 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.
• An educational benefit available for tuition loan reimbursement, tuition costs, and text books.

What This Job Offers

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