Position Description

Position Specific Competencies: Clinic Manager Family Medicine, Internal Medicine Primary Care Clinics

In addition to the following essential position competencies, other competencies may be required to meet changing organization needs.

1.       Uses an appropriate problem-solving approach to plan services.

1. Manages operating and capital budget expenditures and effectively corrects discrepancies in a timely fashion.
2. Ensures accreditation standards, licensing, and regulatory requirements for NHSC, CLIA, OSHA, Radiation Protection, HIPAA, OIG, and others as required by Federal or State statues and as applicable to that specific clinic
3. Develops, recommends, and implements policies and procedures for the clinic in conjunction with all FHPG with supervision, assistance, and monitoring from clinic administration.
4. Hires, trains, counsels, coaches, and supervises staff with assistance from FH Human Resource department and FHC associated guidelines and policies.
5. Resolves patient complaints/concerns and reports appropriately to Regional Directors and FH MRH Risk Management; while identifying areas where processes could be changed and monitored to avoid on-going
6. Implements, monitors, and improves effective reimbursement procedures, including CPT and ICD-10 coding, in compliance with established third-party billing regulations, federal, state, commercial.
7. Supports all administrative efforts regarding FHPG Compliance Plan, its implementation and ongoing maintenance. Maintenance is defined as staff education, audits, and pre and post testing were applicable.
8. Manages assigned work queues and in-baskets in Epic. Monitors errors and applies corrections through training of staff, where needed.
9. Collaborates with Central Billing Office regarding accounts, outstanding balances, financial planning, and
10. Monitors all operational processes throughout the clinic, identifying negative trends, patterns, and patient quality care issues; implements appropriate correction, documentation, and follow-up Utilizes PDCA when appropriate.
11. Monitors and coordinates the correct, accurate collection of co-pays and any over-the-counter payments, end-of-day balancing, and deposit functions, meeting compliance
12. Facilitates clinic growth through efficiencies and easy effective access while reducing wait times and no-show

2.       Provides services with consideration of the recipient’s needs.

1. Maintains facility to provide a safe, comfortable, and effective environment of
2. Works with physicians and APPs to ensure appropriate resources and systems for patient care are available, considering patients’ psychosocial, spiritual, cultural, and developmental
3. Works with FH to provide resources and materials supportive of the cultural diversity of the patients in rural
4. Assists administration in monitoring patient satisfaction; identifies and implements programs and policies to enhance patient
5. Coordinates and monitors patient appointment schedules, no shows, satisfaction surveys, and all tasks germane to patient flow and process, promoting access to
6. Promotes quality staff interaction on all levels as it impacts patients and co-workers internal and external to the practice.

1. Demonstrates sensitivity and consideration to staff needs as relative to psychosocial, spiritual, cultural, and educational development needs while maintaining a healthy work environment.
2. Addresses behaviors affecting performance and attendance in a timely manner, working with the Regional Directors and representative from Human Resources, when necessary.
3. Encourages staff participation in engagement surveys and identifies, develops, and monitors areas of improvement and progress.

3.       Uses equipment/supplies correctly.

1. Assures that equipment is maintained in good
2. Maintains adequate inventory of supplies and forms. Coordinates all ordering of office and clinical supplies as necessary to keep minimum stock level with attention of effective cost control.
3. Monitors compliance to safety regulations and maintains appropriate logs and checklists for lab, x-ray, and clinical
4. Supports all computer and systems management programs utilized to effectively operate a medical clinic utilizing FH IT support as needed.
5. Utilizes Bio Med support where appropriate to support equipment safety and proper calibration.
6. Applies OSHA principles and guidelines where needed in the work environment and maximizes application of FH Infection control resources to their individual clinic

4.       Uses appropriate safety and infection control measures.

1. Monitors safety and infection control measures within the clinic and establishes systems to comply with standards.
2. Assures patient safety by following applicable patient safety goals established by FirstHealth as applicable to specific clinic sites.
3. Encourages staff and providers to participate in CBL and Net Learning for JC patient safety goals as applicable to specific clinic sites.
4. Monitors patient safety occurrences, documenting correctly, notifying appropriate departments, and implementing corrections.
5. Maintains current infection control and safety reference materials and manuals on site or available on Internet.
6. Coordinates annual safety and OSHA inspections utilizing FHC departmental resources.
7. Applies OSHA principles and guidelines where needed in the work environment and maximizes application of FH Infection control resources to their individual clinic environments.

5. Teaches/directs/advises/informs others in an appropriate manner.
   1. Communicates accurate and timely information to physicians, APPs, staff, patients, administration, and other departments and have sensitive discussions in appropriate surroundings (office, conference room).
   2. Plans and facilitates provider meetings and staff meetings.
   3. Maintains huddle boards and holds regular staff huddles.
   4. Enhances effective communication, verbal and written.
   5. Maintains physician, APP, and staff call and work schedules in a timely manner.
   6. Follows FHC policy and philosophy to promote ongoing education and/or skill set training applicable to a clinic setting for all staff and healthcare professionals.
   7. Coordinates staff training and continuing education reports and performs performance evaluations of immediate staff in a timely manner and in conjunction with FHC HR protocols.
   8. Ensures correct staff patterns that support crisis training and promote quality clinic operation even with short staffed.
   9. Enter licensing and credentialling information in ADP and ensure staff maintain requirements to perform the assigned duties of their role.

6.       Reports/records information appropriately.

1. Prepares and submits daily, weekly, and monthly statistical and accounting information as required.
2. Provides special project monitoring and reports as requested.
3. Maintains minutes of all meetings; sends to administration or makes available upon request.
4. Monitors employee payroll records through ADP and makes necessary edits, maintaining edit logs and communicating areas of difficulty regarding over time to administration.
5. Maintains compliance with HR payroll principles.
6. Successfully implements Electronic Medical Records with assistance from IS and administration in a manner supportive of quality patient care, provider, and staff satisfaction and HIMS/HIPAA protocols.
7. Successfully applies Epic updates in a timely fashion while working toward enhanced production and greater patient convenience through pharmacy access, medication reconciliation, and continuity of care, communicating variances, etc. to providers.
8. Performs daily charge reconciliation.

Revised 7/3/98, 7/1/99, 2/1/03, 1/26/05, 2/05/07, 10/10/07, 02/20/09, 02/11, 3/17 5/4/18, 2/19, 05/21,4/8/2025

Reviewed: 2/16, 09/2021, 11/2022