Manager Clinical Services

Frederick Health•Frederick, MD

2d•$94,598 - $142,667

About The Position

Under the general supervision of the Frederick Health Medical Group (FHMG) Director, the Manager Clinical Services is part of the leadership team for Primary Care and Specialty Practices. The role requires RN licensure and practice consistent with the Maryland Board of Nursing Practice Act. The manager develops and ensures clinical competency and quality and safety operations, serves as a clinical resource, and assesses, plans, implements, and evaluates patient care using sound clinical judgment and nursing knowledge and skills. The manager supports FHMG Directors with education and quality initiatives, evaluates and redesigns workflows to streamline clinical operations, and ensures clinical programs reflect evidence-based medicine and Frederick Health initiatives. The position plans and implements clinical programs and works with FHMG Directors to develop care pathways aligned with practice objectives, strategic goals, regulatory requirements, and value-based care programs. It has direct oversight of centralized Triage RNs, eRX, the Quality Assurance Coordinator, and clinical Quality Performance Education Specialists. The manager ensures operations follow established policies and procedures and supports Frederick Health’s mission, vision, values, customer service philosophy, compliance program, regulatory requirements, and Standards of Behavior. Responsibilities span leadership, clinical excellence, quality, management, employee and provider engagement, patient engagement, and finance. The manager contributes to strategic planning and standards of care; supports safe, effective, compassionate care; facilitates collaboration; monitors patient experience and quality measures; develops clinical programs, protocols, policies, and workflows; oversees quality assurance and clinical evaluations; manages and develops staff; partners with providers and practice managers; and contributes to annual and capital budget planning.

Requirements

Bachelor’s degree in nursing or higher.
Current Maryland State Board of Nursing license.
At least 5 years of leadership experience in a physician practice, hospital, clinic, or home health setting.
Previous management experience overseeing clinical staff and clinical operations.
Current CPR certification.
Excellent customer service and patient education skills.
Demonstrated leadership, team-building, problem-solving, and decision-making skills.
Effective written and spoken communication and excellent interpersonal skills.
Strong organizational skills and ability to prioritize and manage multiple projects and assignments.
Ability to maintain confidentiality of employee and patient information.
Maintain current knowledge and skills for appropriate care and contact with neonates, infants, children, adolescents, adults, and geriatric patients.

Nice To Haves

Staff education experience.

Responsibilities

Contribute to strategic planning, standards of care, and organizational goals; provide clinical input and promote shared decision-making and professional autonomy.
Facilitate collaborative problem solving across clinical and provider disciplines and partner with Medical Directors, Directors, and Practice Management on initiatives.
Promote safe, efficient, effective, and compassionate nursing care based on current standards of practice; participate in the FHMG event reporting process.
Model organizational standards, policies, and procedures; identify opportunities for clinical and operational improvement and foster teamwork, accountability, inclusion, and professional relationships.
Monitor patient experience concerns and metrics, participate in customer service initiatives, and address opportunities for improvement.
Support staff growth and development, provide clinical consultation, and foster positive relationships between staff and providers.
Ensure comprehensive employee orientation and cross-training, onboarding, competency completion, annual skill training, and ongoing competency verification.
Collaborate with Medical Directors and Directors on clinic performance, patient safety, regulatory compliance, and oversight infrastructure for clinical functions.
Apply professional and organizational best practices to support quality patient care, including effective use of clinic resources and expanded RN roles.
Provide ambulatory nursing expertise and identify and develop quality patient-care delivery approaches.
Ensure achievement of clinical goals, implement improvement plans, and develop and implement department or specialty-area projects and programs.
Coordinate policy development with organizational initiatives and participate in standardizing, developing, and implementing clinical protocols, policies, and procedures.
Consult on new and remodeled facilities regarding space use, clean and dirty separation, procedural workflow, and clinical functions.
Oversee quality assurance activities, including office and medical supply inventory, vaccines, stock and sample medications, monitoring, documentation, and disposal of expired goods.
Conduct annual clinical, service, and safety evaluations; collaborate on corrective actions and timelines for progress review.
Monitor collection, reporting, interpretation, and follow-up of quarterly clinical measures; support performance remediation and improvement efforts.
Translate population health and quality program requirements into operational workflows and communications with staff and providers.
Promote systematic, continuous, patient-centered care, including the role of primary care and patient-centered medical neighborhoods.
Monitor direct reports’ work and ensure assignments support patient care and efficiency; enforce policies and address performance through appropriate coaching and counseling with Human Resources support.
Collaborate with FHMG Directors on onboarding, hiring, and termination of employees as appropriate; complete staff performance evaluations and provide information to Human Resources.
Attend leadership meetings and communicate relevant information to staff.
Manage PTO and leave requests according to policy and ensure appropriate staffing coverage.
Schedule and conduct monthly staff meetings, communicate changes, educate staff and providers, resolve and prevent problems, and prepare and retain meeting minutes.
Develop and own a monthly FHMG orientation day aligned with New Employee Orientation; promote professionalism, engagement, retention, and employee satisfaction.
Mentor clinical staff and provide professional educational opportunities.
Partner with providers to achieve clinical, operational, and service goals; coordinate and monitor clinical program initiatives and processes.
Establish processes to review data and reports, identify priorities and measurable goals, and evaluate progress.
Model and encourage collaborative care and ensure staff incorporate evidence-based practice into care delivery.
Work with FHMG leadership, practice management, and Finance on annual budget preparation and prepare information for capital expenditure requests.
Perform other duties as assigned.