The Urgent Care Administrative Director will provide leadership, management and department supervision of clinical and administrative activities to the Urgent Care Department. He/She will be responsible for its day-to-day operations to ensure appropriate systems, policies and procedures are in place to drive quality clinical outcomes, patient, staff and provider satisfaction, and excellent financial performance. Collaborates with the Medical Director, Nurse Manager and Behavioral Health Lead to develop and implement the strategic plans, performance measures, and improvements. He/She is responsible for the operational functions through administrative and clinical staff including front desk, nursing, clinical assistants and ancillary services to ensure maximum utilization of resources and the efficient delivery of services.
- Respect and maintain patient confidentiality in all aspects of care including use of electronic information.
- Treat all patients in a welcoming and professional manner.
- Demonstrate professionalism by appropriate attire, attendance, attitude, and behavior within the clinical setting.
- Contribute to the team effort by supporting all team members and maintaining an open and positive attitude.
- Welcome new employees and students to the team by assisting with their orientation to the team and mentoring them, as requested
SPECIFIC DUTIES AND RESPONSIBILITIES:
- Provide Urgent Care clinical services, as mutually agreed.
- Supervises staff and oversees the management of all administrative and clinic activities and staff.
- Ensures timely patient access to appointments.
- Ensure adequate staffing, utilizing historical metrics and known patterns of demand.
- Oversees patient experience, patient feedback, and service recovery.
- As appropriate, Provide for Occupational Health, BHR team, TB clinic, Counseling and Testing, STD, and other specialty programs utilizing UC space.
- Resolves any medical-administrative problems in collaboration with the Nurse Manager, Medical Director and Behavioral Health Lead and keeps lines of communication open with staff to ensure high employee morale and a professional, healthful practice atmosphere.
- Responsible for implementing the strategic vision in a collaborative leadership style.
- Identify opportunities for improvement through chart audits, analysis on metrics, coding accuracy, HEDIS/NCQA, TJC, DPH, and payors.
- Works with LCHC Director of Decision Support/EHR Specialist to create dashboards and assemble UC dashboard for department leaders and staff. Participate in analyzing departmental fiscal, operational, and clinical performance.
- Utilize Dashboard specific to UC to report monthly to team & LCHC managers and leadership.
- Plan, coordinate and implement process improvement plans working closely with BH Leader, Medical Director, Nurse Manager as well as Chief Performance Improvement Officer and Senior Lean Specialist when indicated. As needed, train, or coordinate needed trainings for staff.
- Collaborates with and engages LCHC providers, local hospital and community organizations to build and strengthen relationships, identify needs, gaps, communicate with LCHC providers and directors.
- Facilitates collaborative problem solving and communication with the medical and behavioral health providers, administrative and clinical staff regarding practice performance and provider and nurse productivity.
- Recommends, develops, implements improvements for the practice.
- Assure that LCHC standards of care and policies/procedures are consistently followed.
- Oversees efforts for recruitment, development, and performance management and evaluation of employees in collaboration with the Nurse Manager, Medical Director and Behavioral Health Lead.
- Oversees the business and financial affairs of the practice in collaboration with the Finance Department.
- Enhances operational effectiveness and efficiency without jeopardizing important innovation or quality of care.
- Ensures maintenance of the physical building, including routine maintenance of equipment and supplies are checked and updated.
- Ensures clinical compliance of all areas according to TJC, OSHA, and DPH.
- Coordinate with staff and Senior Management for MDPH Immunization Audits.
- Follow up and Report all incident and patient complaints.
- Report all facility and IT problems immediately.
- Ensures ongoing commitment of excellence customer service and supports the customer service plan.
- Completes required continuous training and education, including department specific requirements.
- Complies with departmental organizational policies and procedures and adheres to external agency requirements.
- Attend Ops, Managers, Access, Joint Commission, and Team Meetings and share information with team staff.
- Maintains own professional and technical knowledge by attending appropriate CEU classes, seminars etc.
- Perform or assign various duties, such as maintaining stock levels of medications, instruments, equipment, dressing supplies etc.
- Demonstrates an understanding of customer service principles by successfully completing on-line Customer Service training.
- Utilizes the principles of customer service when interacting with patients/clients, team members and staff from other departments.
- Appropriately handles or seeks support when customer service breakdowns occur.
- Demonstrates knowledge of culture by successfully completing the on-line training on Cultural Competence.
- Utilizes an appreciation of and respect for diversity when interacting with patients/clients, team members and staff from other departments.
- Responds appropriately or seeks support when confronted with cultural biases or conflicts.
- Is aware that in order to respond promptly and appropriately to emergencies, any staff member may be assigned duties that differ from those in the job description, or may be assigned temporarily to a different location or schedule.
- Understands that all staff should have a Personal Emergency Plan in place to best respond to his/her job responsibilities should health center emergency arise.
- Graduate of accredited nursing program, current MA Registered Nurse Licensure, BLS certification.
- Master’s degree preferred in business or healthcare
- History of good attendance and a positive work attitude
- Bilingual in Spanish/Khmer/Russian preferred
- Strong organizational and communication skills (both verbal and written) and understanding of flow issues
- Excellent presentation and interpersonal skills
- Demonstrated success in program implementation and operations
- Five Years experience in Community /Public Health and management experience preferred
- Experience in Practice Management
- Demonstrated ability to work collaboratively within a fast paced multidisciplinary practice
- Experience managing an integrated patient centered health home with exceptional leadership and management skills
Lynn Community Health Center (LCHC) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, LCHC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training. LCHC expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of LCHC’s employees to perform their job duties may result in discipline up to and including discharge.
Job Posting ID: 17-135