Center Clinical Manager

ChenMed

We’re unique. You should be, too.

We’re changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded Is your work ethic and ambition off the charts Do you inspire others with your kindness and joy

We’re different than most primary care providers. We’re rapidly expanding and we need great people to join our team.

The Center Clinical Manager (CCM) at our North Philadelphia office is an active leadership role responsible for the day-to-day management of back office center operations, which may include but is not limited to: clinical quality, compliance, human resources, patient experience and direct team member supervision. The incumbent in this role oversees the hiring, performance management, training and day-to-day functions of center team members, including but not limited to: Care Promoters (all levels), Pharmacy/Medication Technicians and X-ray Technicians. He/She collaborates with Center Leadership to design and implement clinical operation strategies that help the center meet/exceed organizational goals. The Center Clinical Manager demonstrates thorough knowledge and proficiency in healthcare data analytics, clinical protocols and leadership to ensure the center’s successful operation.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

• Collaborates with Center and Divisional leaders to provide VIP service to patients, family members and staff.

• In partnership with Center leadership, manages clinical operations to ensure organizational objectives relative to clinical performance metrics, growth strategy and membership goals are regularly met and/or exceeded.

• Ensures proper back office staffing scheduling, approves staff payroll and PTO, plans for and manages staffing shortages.

• Performs direct patient care duties as/when needed. Patient care may include all duties roles and responsibilities of a Care Promoter.

• Uses data analytics and dashboards to assist with the development and execution of business strategies that increase revenue and quality ratings (HEDIS/STARS/Clinical Gaps) and support our core model.

• Develops protocols and procedures to improve staff productivity. Collaborates with PCPs to coach and manage clinical staff performance; implements progressive improvement plans and disciplinary action when needed.

• Manages medical equipment and supply inventory. Ensures availability and proper preventative maintenance of emergency equipment. Troubleshoots malfunctions, initiates service and repair requests and inspects new equipment.

• Ensures key performance targets are met, including but not limited to: Key Performance Metrics (KPI) metrics, wait times, patient experience and staff engagement and turnover.

• Leads high quality selection, hiring and on-going training and education for clinical staff and Pharmacy/Medication Technicians. Facilitates orientation and onboarding of new clinical team members ensuring they are fully trained in their duties including philosophy of care, patient flow and clinical competencies.

• Ensures regulatory compliance with OSHA, HIPAA and other governing agencies. Enforces clinical and quality standards and internal audit requirements of ChenMed.

• Completes all required training to dispense medications from medication room.

• Performs other duties as assigned and modified at manager’s discretion.

KNOWLEDGE, SKILLS AND ABILITIES:

• Highly developed healthcare operations and clinical acumen

• Superb knowledge and understanding of general clinical operations, practices, techniques, medical products, processes and procedures

• Advanced skill in screening patients, medication administration, wound care, vital signs, and drawing blood and other specimens for laboratory work

• Excellent oral and written communication skills

• Excellent leadership, interpersonal and organizational skills. Able to effectively coach, mentor, inspire and encourage top performance

• Proven ability to consistently meet and regularly exceed organizational metrics

• Ability to nurture and maintain high clinical staff engagement and low turnover

• Ability to effectively collaborate and influence team members, including PCPs, Providers and Specialists, market/region/division leaders, center and dyad leaders, nursing staff, and front office staff

• Capability to effectively resolve problems and achieve team goals

• Ability to efficiently multi-task, seamlessly shift priorities and manage multiple projects in tandem. Ability to be and remain calm and flexible in busy or stressful situations

• Detail-oriented to ensure accuracy of patient care, staff scheduling and other pertinent duties

• Customer-focused, compassionate and empathetic with our patient population and their family members

• Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook; competent in other systems required for the position

• Ability and willingness to travel locally, regionally and/or nationwide up to 10% of the time

• Spoken and written fluency in English; Bilingual a plus (Spanish/Creole)

• This job requires use and exercise of independent judgment

EDUCATION AND EXPERIENCE CRITERIA:

• High school diploma or GED equivalent required
• BA/BS degree in Business or Healthcare Administration or a healthcare related field preferred
• Active and good standing Licensed Practical Nurse (LPN) in current state of employment OR a nationally accredited Certified Medical Assistant required; other clinical licensure/certifications above the minimum requirement may also be considered
• A minimum of 5 years progressive work experience in a medical clinic, hospital or similarly regulated healthcare environment required
• A minimum of 2 years management experience with direct reports required; in a medical clinic, hospital or similarly regulated environment strongly preferred
• IV Therapy certification for LPNs where required by State Board of Nursing
• Basic Life Support (BLS) certification from the American Heart Association (AMA) or American Red Cross required w/in first 90 days of employment
• Experience working with geriatric patients is preferred
• EMR system experience a plus