Job Description

Clinic Office Manager (Registered Nurse)

Job Summary

The Clinic Office Manager will oversee the operations of our satellite location. This position works closely with our primary care physicians to provide high-touch, personalized patient care. The ideal candidate enjoys working in a fast-paced environment with many moving parts and building long-term relationships with patients. Employs advanced process improvement and organizational skills. Our ideal team player is results-oriented with a focus on fiscal responsibility and quality. This position requires a diverse skill set with a governing focus on the management and development of an exceptional team of direct reports who comprise our clinical support staff. This individual must have both an instinctive and comprehensive understanding of customer service and team management.

Key Competencies

• Talent Development and Team Leadership
• Effective Use of Judgement and Problem Solving
• Strong Planning and Organization Skills
• Thoughtful Prioritization and Decision Making
• Attention to Detail and High Level of Accuracy
• Impeccable Communication Skills
• Strong Customer Service Orientation
• Demonstrated Initiative and Adaptability
• Research and Information Seeking
• Ability to Manage Team Accountability
• Ability to Quickly Prioritize and Manage Time
• Superior Teamwork and Collaboration
• Computer Savvy with Business Applications
• Comfortable Dealing with Ambiguity

Personnel/Human Resources Accountabilities:

• Manage all aspects of team member lifecycle, including recruitment and development of an exemplary medical support staff, maintaining job descriptions and postings, development of KPI’s, conducting performance reviews, development of training protocols and resources, team member orientation and training, motivation, and recognition. 
• Ensure that all team members adhere to published guidelines for employment, including attendance, conduct, customer service interaction, and total team performance.
• Partner with the COO and Director of Operations to disseminate and manage information related to participation in team member benefits programs and coordinate with vendors as needed to resolve issues.
• Lead regular individual and group staff meetings, evaluate staff performance, offer continuous feedback, coach, empower developmental progress, and conduct regular performance reviews.
• Direct and appropriately delegate the day-to-day flow of work for medical staffing assignments, ensuring that all aspects of daily operations function seamlessly and are proactively planned with proper staff support. This includes management of timecard reviews, overtime approval, PTO requests, and lending the personal attention necessary to properly handle other daily complications.

Member Services Accountabilities:

• Work closely with the Director of Operations to ensure that brand-right engagements exist with our patients
• Build patient rapport, handle patient requests in a timely, efficient, and reliable manner, ensure sincere and courteous patient interactions, and properly intervene to escalate issues and/or address patient feedback.
• Respond directly with sincerity, timeliness, and accuracy to all patient inquiries and feedback opportunities, ensuring sustainable outcomes that exceed expectations
• Personally attend to overflow issues with staff workload as needed, ensuring that all patient obligations are fulfilled in a timely and brand-right fashion. This includes (but is not limited to): Telephone and front reception area support, patient scheduling, scanning, filing, chart management, room stocking, and cleaning

Office Management and Compliance Accountabilities:

• Leverage support resources to ensure compliance with all current and future healthcare regulations as well as applicable state and federal medical laws and ethics
• Ensure staff compliance with all current and future healthcare regulations as well as applicable state and federal medical laws and ethics
• Leverage support resources to ensure compliance with all current and future employment laws and regulations
• Enhance and comprehensively maintain practice documentation for accepted best methods, ensuring efficiency, compliance, and continuity across our various office processes, workflows, and vendor partnerships
• Serve as the liaison for practice vendors
• Request and manage pharmaceutical samples
• Coordinate facility needs – monitor and promptly address issues with cleanliness, safety, and operation
• Ensure staff compliance with facility cleanliness, safety, and operation. This includes supervision of parking amenities.
• Supervision of all patient-scheduling protocols to minimize conflict while optimizing both patient experience and office efficiency
• Oversee patient care policies and procedures, office inventory, and supply management
• Participate in developing the annual budget and maintain oversight with support from Director of Clinical Operations and COO

Qualifications

• A practitioner degree as a Registered Nurse required
• Bachelor's degree in business, healthcare administration, or hospitality services preferred
• Minimum experience: five (5) years of supervisory experience over a team of direct reports in a clinical setting, with proven record of managing accountability, developing talent, and exceeding performance standards
• Knowledge and experience with human resources, commonly accepted management principles, office administration, and business development practices is required
• Excellent leadership skills, including demonstrated proficiency in managing performance and accountability while continually motivating a team
• Preference for previous experience in an upscale medical office or premium services setting, including general hospitality and concierge
• Proficient in Microsoft Office Suite and electronic medical record systems
• Demonstrate exemplary attention to detail while multi-tasking and delivering a high degree of accuracy
• Intrinsically service-focused and genuinely caring, especially regarding matters involving patient interaction with our practice
• Strong problem-solving skills
• Strong organizational and project management skills
• Superior verbal and written communication skills

Physical Demands

• Must be able to stand and/or sit for duration of shift
• Must be able to move about the office and to various exam rooms
• Must be able to move boxes of inventory up to 20 pounds

Benefits

• Base Salary
• PTO
• 401(k)
• Profit Sharing
• Medical, dental, vision, life, and short-term disability eligibility

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