Clinical Services Operations Manager

About HealthQ: Established in 1971, HealthQ has been a trailblazing and trusted non-profit organization providing sexual and reproductive healthcare in Massachusetts’ North Shore and Merrimack Valley for over 50 years. At HealthQ we are committed to providing exceptional reproductive and sexual health care to all who need it without judgment and without barriers. We provide birth control, abortion, gender-affirming care, STI testing and treatment, HIV testing and referral, and other preventive health services.

POSITION SUMMARY:

HealthQ is seeking a Clinical Services Operations Manager, who will be responsible for managing the operational activities and practice management of our multi-site sexual and reproductive health organization. 

A key member of the leadership team, the Clinical Services Operations Manager will provide leadership that exemplifies our values for a team of about 15 committed and passionate individuals. The Clinical Services Operations Manager will work in collaboration with the clinical services leadership team to identify, plan, and implement organizational goals and objectives while ensuring compliance with regulatory and accreditation requirements. This position reports directly to the Executive Director while the organization is restructuring. 

Travel is a significant part of this role. HealthQ’s 3 health centers are within 10 - 22 miles of each other and weekly presence at each health center is required. Travel reimbursement at the IRS mileage rate to non-home sites is provided.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Staff Management (Approximately 50% of the role)

• Manage a team of about 15 operational and clinic support staff.
• Along with the rest of the leadership team, be a driver of organizational culture and a champion for organizational values. 
• Collaborate with Human Resources Manager, Clinical Services Director, and other team members to recruit, hire, onboard and coordinate training of clinical support staff.
• Provide leadership, supervision, coaching and mentorship to Clinical Services team, fostering a positive and collaborative work environment to advance health center progress toward operational goals, metrics and measurements.
• Organize and facilitate monthly health center team meetings, establish agendas, and manage follow-up.
• Oversee the management of Clinical Services team scheduling and time off coordination.
• Foster a culture of transparency and communication, regularly providing updates and reporting anticipated and unexpected changes and data to the Clinical Services team.
• Support Clinical Services team, directly and timely, in any instance of adverse experience, concern, or inquiry. Address and resolve complaints and grievances in a timely manner, escalating concerns to HR when necessary for guidance and resolution.
• Ensure staff competency and adherence to standard operating procedures and organizational policies.
• Assist in planning and implementation of onboarding, quarterly, and annual training and evaluation programs, in conjunction with Human Resources and Clinical Services leadership.
• Draft and deliver performance reviews for Clinical Services team in accordance with organization’s standards.

Operations Management (Approximately 30% of the role)

• Plan, organize, direct, and evaluate operating procedures to ensure the provision of exceptional sexual and reproductive health care and attainment of key performance goals (visit volumes, satisfaction scores, cycle times, etc.).
• Create and maintain Standard Operating Procedures (SOPs) manual.
• Ensure clinical support staff comply with established operational policies and procedures.
• Apply a data-driven, systems-based approach to analyze, evaluate, and improve productivity, throughput, trends, and other service data. Regularly report on performance and progress towards KPIs to the Executive Director.
• Ensure compliance with the safety, regulatory, and appearance standard aspects of the health centers in collaboration with the Clinical Services Director.
• Oversee security at health centers, including possessing a working understanding of internal security systems (cameras, alarm codes, contact lists, etc.), perform quarterly drills, and ensure staff competency/confidence. Respond to security alarm calls as needed.
• Function as a super-user for the organization’s electronic health record system.
• Optimize staff and patient schedule templates to meet organizations access and satisfaction goals.
• Co-develop and adhere to budgets. Ensure timely approval of department invoices, bills, and receivables related to clinical services inventory and operations.
• Collaborate with cross-functional teams to co-create strategy and systems for organizational efficiency and effectiveness.
• As part of the Leadership Team, collaborate to set organizational goals, work plans, meetings, retreats, strategy, and calendaring for your department and the organization.

Patient Experience (Approximately 10% of the role)

• Support our culture where patient experience, from the initial point of contact to check-out and beyond, is geared toward delightful customer service, evidence-based and trauma-informed care.
• Oversee the management of the organization’s patient satisfaction survey system, meeting KPIs.
• Manage the Clinical Services team to support patients in a direct and timely way, including supporting the team to address patient grievances, concerns, and inquiries. Responsible for addressing escalated patient complaints and grievances in a timely manner.

Revenue Cycle (Approximately 10% of the role)

• Primary responsibility for all front-end revenue cycle functions.
• Co-develop and coordinate efforts with the Finance/revenue cycle team to achieve core revenue cycle metrics.
• Attend regular revenue cycle meetings and report progress towards goals and metrics.
• Incorporate revenue cycle management front-end billing policies into Standard Operating Procedures.

Other Responsibilities

Perform other duties as assigned.

Requirements

 Experience/Skill Requirements

The following requirements and skills are considered essential:

• At least eight (8) years of progressive management and leadership experience in the healthcare industry with at least five (5) years of supervisory experience. 
• Demonstrated dedication to and passion for sexual and reproductive health, and the achievement of reproductive justice and health equity, including operationalizing these principles into practice.
• Excellent communication, interpersonal, and leadership skills with the ability to effectively communicate goals, clarify tasks, and build effective teams and partnerships.
• Excellent time management and organizational skills with ability to meet deadlines.
• A skilled people manager and leader who models integrity, accountability, impeccable follow through, trustworthiness, and empathy with deep self-awareness, and emotional intelligence.
• Proven ability to work collaboratively and effectively with individuals across a wide spectrum of diversity at all levels within and outside of the organization.
• Exceptional project management skills and the ability to handle complex, multifaceted projects that result in measurable outcomes.
• A successful track record in setting priorities; keen analytic, organization, and problem-solving skills that support and enable sound decision-making. 
• A multitasker with the ability to wear many hats in a fast-paced environment who is agile, iterative, and flexible. 
• Someone who can grasp the subtleties and nuances of complex issues and identify patterns in challenges. Takes initiative and works to continuously improve systems and processes; suggests innovations to identify the root causes of problems and address & implement process improvements. 
• Able to find insightful, pragmatic, equitable, and sustainable ways to tackle common challenges and produce positive change. 
• Has a successful track record of taking a concept from idea to implementation.
• Experience working with and performing management tasks in an electronic health record system.
• Strong moral code and sense of ethics.
• Commitment to ensuring patient privacy in accordance with HIPAA regulations.
• Experience developing and/or leading trainings that maximize individual and organizational goals
• Interest in professional growth and development demonstrated through self-directed continuing education, conference and workshop attendance, and professional affiliations.
• Advanced ability to read, write, speak and understand English.
• Ability to work in a computerized office environment required, including skill in email, word- processing, spreadsheets, and electronic practice management systems. Ability to learn new technologies.

Education/Knowledge Requirements

The following requirements are considered essential:

• Bachelor’s Degree in health and human services or another relevant field.
• A foundational understanding of structural racism and the systems of oppression that contribute to health inequities in our communities.
• Experience in services including but not limited to abortion, ultrasound, sterilization, analgesia/sedation, and gender-affirming care preferred.
• Bilingual preferred, especially Spanish, Portuguese, and/or Haitian Creole.

PHYSICAL REQUIREMENTS:

The physical requirements described here are representative of those that must be met by the employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to utilize devices for data entry. The employee is frequently required to stand; sit; use hands to finger, handle, or feel and reach with hands and arms. The employee may occasionally be asked to lift up to 25 pounds. The vision requirements include: close vision, color vision and depth perception and the ability to read 10 point or larger type. The employee must be able to hear and speak in a manner understood by most people and must communicate effectively in English both orally and in writing sufficient to prepare and send reports, and to interact with staff and peers. The employee must be able to use customary office equipment and software.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those the employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee is required to take normal safety precautions, such as avoidance of falls, etc. The employee is exposed to infection on a rare to occasional basis. The work area is adequately lit, heated, and ventilated. The noise level in the environment is moderate. Regular travel to conduct business is necessary.

• Health insurance for employees and dependents (75% employer paid)
• Dental and vision insurance
• Vacation (3 weeks) and sick (2 weeks) time
• Retirement plan (3% match after 1 year)
• Self-care benefit reimbursement
• Education reimbursement and more.