Health Center Manager

OMNI FAMILY HEALTH•Fresno, CA

12d•$72,424 - $90,543

About The Position

The Health Center Manager is part of a Patient Centered Health Home team delivering primary care in an ambulatory setting with an emphasis on prevention and health maintenance. Reporting to the Lead District Health Services Administrator, the manager works closely with health center nurses, providers, and support staff to ensure effective patient and client service. The role oversees daily front office operations, ensures staff perform required functions in accordance with established policies and procedures, and maintains compliance with applicable federal, state, and local requirements. The manager oversees front office efficiency, patient registration and service, collections, cash balancing, telephone response, patient records and data capture, insurance verification, patient assistance programs, scheduling, patient flow, and follow-up processes. The position also prepares health centers for audits, inspections, and visits; reviews operational reports; contributes to quality improvement activities and projects; coordinates staff participation in organizational activities; supports other health centers as assigned; and may handle evening and weekend calls to resolve issues and complete patient registration. Administrative responsibilities include ordering supplies, preparing meeting agendas and minutes, supervising front office personnel, scheduling staff, addressing time-off requests, communicating operational and quality improvement results, supporting providers with encounter closure, maintaining HIPAA compliance, implementing policies and procedures, addressing patient complaints and incidents, coaching and disciplining employees, and serving on the Omni Family Health Leadership Committee. The manager must learn and use applicable electronic health record and practice management systems and participate in the Patient Centered Health Home model.

Requirements

High school diploma or GED, with six years of directly related healthcare experience including two years in a management role; preferably in a Federally Qualified Health Center (FQHC) or nonprofit environment.
Alternatively, a bachelor's degree in Business Administration, Healthcare Administration, or a related field, with three years of directly related healthcare experience including one year in a management role; preferably in an FQHC or nonprofit environment.
Experience managing front office operations, patient flow, scheduling, and customer service functions.
Ability to work under pressure and manage multiple functions.
Ability and willingness to treat patients with kindness and consideration in difficult situations.
Friendly personality and desire to work with the public; ability to relate to people regardless of ethnic, religious, or economic status.
Understanding of community-based organizations.
Support for and belief in the Omni Family Health mission statement.
Willingness to work at any Omni Family Health location other than the assigned site and to work weekends if needed.
Commitment to preventive health care and a team approach to health care delivery.
Maintain knowledge of and comply with HIPAA requirements and protect confidential member information.
Comply with applicable local, state, and federal regulations.
Learn and use the electronic health record and practice management systems required for the job.

Nice To Haves

Current and valid Cardio Pulmonary Resuscitation (CPR) certification.
Bilingual in English and Spanish.
Experience in a Federally Qualified Health Center (FQHC) or nonprofit environment.

Responsibilities

Monitor front office efficiency and ensure patients are processed within a reasonable time and receive excellent customer service.
Ensure registration, demographic verification, co-payments and other patient payments, cash balancing, receipts, and data capture follow established protocols.
Ensure telephone calls are answered within three rings and patients receive timely call-backs.
Train staff in NextGen and other applicable data programs and ensure accurate use of electronic health record and practice management systems.
Verify insurance, work with insurance plans, direct patients to appropriate assistance programs, and collect UDS patient information.
Monitor no-show patients and complete the no-show process.
Prepare the health center for private, county, state, and federal audits, inspections, and site visits.
Generate, review, and analyze reports related to health center operations.
Assess the health center and establish improvement goals.
Review daily patient schedules, ensure providers know their schedules, and communicate about patient flow, walk-ins, and patient concerns or complaints.
Coordinate staff involvement in organizational activities, including health fairs, outreach programs, and company functions.
Follow safety, OSHA, and universal-precaution practices.
Collect, assess, and report data for Quality Improvement reports and participate in QA/QI and other project initiatives.
Provide support to other health centers as assigned.
Take evening and weekend calls to resolve after-hours issues and assist with patient registration.
Order and submit necessary supplies through the purchasing department and maintain health center supplies.
Prepare monthly staff meeting agendas and minutes and submit requested monthly reports to the Lead District Health Services Administrator.
Directly supervise front office personnel, prepare their schedules, and approve or deny time-off requests.
Communicate health center operations and QI results to support staff and direct concerns to the Lead District Health Services Administrator.
Communicate cash errors to the billing department and assist providers in closing encounters.
Maintain HIPAA compliance and confidentiality of member information; ensure compliance with applicable local, state, and federal regulations.
Serve as an expert in patient assistance programs and execute new or revised policies and procedures.
Address patient complaints and prepare incident reports, unusual occurrence reports, and other required documentation.
Coach, counsel, and take disciplinary action with employees as appropriate.
Serve on the Omni Family Health Leadership Committee and attend pertinent operations meetings.
Learn and use required electronic health record and practice management system components, including NextGen, Healthport, PMS, and QSI.
Participate in the Patient Centered Health Home model.
Perform other duties or responsibilities assigned by operations staff as needed.