Are you a value-driven and compassionate individual that believes in providing quality care that has positive effect on our communities? At Community Health Network, we are driven to create extraordinary experiences for our patients and employees. Our objective is to provide opportunities that develop and grow careers in a team-oriented environment focused on patient care. Job Summary: The Whole Person Care Clinic Associate Director will oversee the daily operations of our integrated clinic by managing employee relations, patient relations, and achieving operational goals. This position will also be responsible for office revenue by managing patient scheduling, staff productivity, collections, receivables, and miscellaneous operational expenses. Additional responsibilities include stimulating new patient growth by supporting sales, marketing, and promotional programs. Administrative tasks such as financial report review, bank deposits, revenue posting, and staff/provider payroll and schedules are a crucial part of the operational responsibilities. All aspects of the organization require an exceptional level of customer service and communication skills. This position is a crucial role in ensuring the clinic runs productively and efficiently in all service lines- Medical, Dental, Behavioral and Pharmacy. The Whole Person Care Clinic Associate Director oversees and directs activities of staff in the facility, from the operation team (front desks, eligibility services) to clinical team (medical assistants and providers). It's important to have an in-depth understanding of forecasting and budgeting to ensure that the facility generates revenue. The Whole Person Care Clinic Associate Director is expected to provide a high level of patient care and excellent patient experience while operating in a team-based environment. The ideal candidate is committed to ensuring a positive patient experience while following PCMH guidelines and principles. The Whole Person Care Clinic Associate Director will oversee staff engaged in patient experience activities including but not limited to, patient appointment reminders, recall reminders, text messaging, patient portal communications, email and outreach campaigns, and telehealth (phone and video) appointments. Leverages technology to improve the patient experience, serving as subject matter expert on the organization's text messaging, telehealth platforms, monitoring performance, proposing additional features, leading upgrades, and following up on deliverables. Manages the service excellence workflow, reviewing patient surveys and initiating follow-up process and revenue/collections. Duties and Responsibilities:
- Achieves revenue goals by effectively managing patient scheduling, staff productivity, collections and receivables, specialty referral process, and miscellaneous operations expenses
- Increases and stimulates new patient growth by supporting sales, marketing, and promotional programs
- Completes administrative tasks, such as flash report review, ensures bank deposits and revenue posting, staff payroll and bonus, accounts receivable reports and invoice processing correctly and within deadline
- Maintains patient data to include required regulatory chart documents, personal information, treatment consultation documentation, account history transactions and electronic ICE data (proprietary EHR and Analytics) and Open Dental
- Ensures the maintenance of facilities and equipment cleanliness and safety and reports and/or corrects hazards, when necessary, in compliance with all state and federal regulations, including OSHA
- Ensures flawless execution of operational standards, including compliance with established company policies, procedures, and government regulations
- Responds to doctor, patient and employee grievances, complaints, and inquiries and seeks assistance when necessary
Participate in Huddle:
- Team Huddles are to be conducted at least one a day and include the Whole Person Care Clinic Associate Director, Site Lead, Floor Support Medical Assistant, Medical Provider, Dental Provider, Behavioral Provider, Pharmacist, department leads, and any other persons included in the care team.
- Must review the Huddle Form, Sanitation log, PPE, and staffing for the day
- Must review and make plans to enhance daily patient scheduling for all services
Patient Experience:
- The Whole Person Care Clinic Associate Director must ensure that all patients receive great customer service from PS staff from the moment they walk in to check out
- Speak to patients who may have a negative comment or concern
- Promote Social Media reviews
Communications:
- Inform Communication Center of any changes or updates on providers' schedule
- Maintain open communication with clinical staff and PS staff to ensure all appointments are running on time. In the case that schedules are running behind Clinic Operation Manager must inform PS and patients
- Resolve any patient complaints or concerns at the site
Productivity:
- Ensure daily goal of 20 discharged encounters per medical provider
- Ensure daily goal of at least 10 discharged encounters per Behavioral Health Therapist
- Ensure a daily goal of at least 20 discharged encounters per Psychiatry provider
- Dental Productivity to be determined.
- Promote daily goal of at least 75% of
- Rx orders of the day are sent to League City Pharmacy
- No Show Reports: Ensure no show reports are being pulled and worked on by front desk
Revenue:
- Review daily schedules to ensure all appointment/lab collections have been posted correctly on patient encounters
- Ensure that insurances are being properly verified and that collections are being collected properly based on insurance verification and patient benefit
Medicaid/Enrollment:
- Complete Community Partner Program certification in order to assist as a back up for PES and to gain knowledge on the Medicaid/SNAP application process in order to assist families in need
- Promote internal enrollment programs to patients that are candidates to receive assistance
Business development:
- Using quality assurance testing to determine if staff is meeting facility standards
- Creating performance goals for their healthcare facility and staff
- Working on budgeting committees, determining ways to allocate resources
- Figuring out ways to improve patient care
- Working closely with Revenue Cycle team to ensure revenue goals are met
Training:
- Build training collaboratively with content experts and present to new onboarding Whole Person Associate Directors, Clinic Managers and Associate Managers.
- This position may have expanded responsibilities, within scope
Required Skills/Abilities:
- Proven expertise working with a fast-paced facility driven by extraordinary customer service, teamwork, KPIs, and SLA
- Strong supervisory presence, including communication skills that enable appreciation of others' perspective and the ability to offer compelling insights and recommendations
- Excellent understanding of contract language, coding and billing, claims forms and payment methodologies, and insurance laws
Preferred Skills/Abilities:
- Bilingual in Spanish or Vietnamese
Required Education and Experience:
- Minimum 2-3 years' experience in management or Supervisory within a medical or dental office
- High school diploma or equivalent
- 2-3 years of insurance verification experience
- May be required to obtain a Medical Office Management Certificate
Preferred Education and Experience:
- Minimum of an Associate's degree in healthcare management, business, management, or equivalent
- Experience with governmental programs related to Medicare, Medicaid managed care, and Medicare Advantage
- Experience working directly with people from diverse racial, ethnic, and socioeconomic backgrounds
Supervision Responsibilities:
- Manages office within budget guidelines to include clerical and auxiliary supply purchases, equipment upgrades, labs, and labor costs
- Continually works towards building and sustaining a joined leadership work environment with doctors
- Manages and assists designated office team members with appropriate payment and insurance processes
- Directly supervises office teams and proactively manages their performance and development including but not limited to performance feedback, appraisals, and corrective actions
- Communicates with office teams regularly to ensure they have the information, tools, and support needed to perform their jobs effectively and successfully
- Recruits, hires, and develops office teams capable of providing best in class patient care.
- This position may have expanded responsibilities, within scope
Physical Requirements
- Occasionally required to sit
- Frequently required to talk and stand
- Frequently required to utilize hand and finger dexterity
- The employee must occasionally lift and/or move up to 50 pounds
- Specific frequently vision abilities required by this job include: Close vision, Color vision, Peripheral vision, Depth perception, and Ability to adjust focus
Work Environment:
- BLOODBORNE PATHOGENS EXPOSURE LEVEL: 1 (HIGH)
- Noise Level:Moderate