Clinical Operations Manager

People are a company's greatest resource, which is why caring for employees and keeping them healthy is so important. Proactive MD offers a comprehensive health management solution that extends well beyond the clinic walls. Access to on-site physicians, full direct primary care services, and excellent client support are the hallmarks of our program. By engaging a workforce and offering them a personal relationship with a primary care physician, we can deliver measurably better outcomes, making people happier, healthier, and more productive while significantly lowering overall medical costs for employers. We put employees' health first because amazing care yields amazing results. We are the next generation of workplace health centers.

JOB SUMMARY

The Clinical Operations Manager (COM) leads an assigned group of health centers using critical thinking, knowledge of clinical policies and procedures, workflows, processes, and systems to plan, organize, delegate, and supervise the daily operations of their health centers. COMs (Clinical Operations Manager) (Clinical Operations Manager) work effectively with their assigned Client Relations Manager (CRM), providers, Health Center team, patients, clients, public and external agencies to provide top-notch customer service and patient care. They show initiative and demonstrate sound decision-making and problem-solving techniques. The goal of this position is to support efficient & safe health center operations while ensuring our patient promise is delivered according to regulatory and quality standards.

Primarily remote, but must live in South Carolina. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Maintain effective communication and build good working relationships with care teams, leadership, and other stakeholders.
• Budget oversight.
• Ensure care team members are performing at a level consistent with organizational goals.
• Manage and resolve all patient escalations in reasonable timeframe and provide appropriate follow up with staff including training, education, coaching, and/or process improvement to prevent reoccurrence of same escalation.
• Make scheduled site visits to each of the assigned health centers which is determined by assignment.
• Schedule and complete one staff meeting monthly with each assigned health center to review patient satisfaction survey results, audit scores, policy reviews, established KPIs and discuss any staff concerns.
• Complete employee performance reviews on time for all direct reports.
• Manage staff performance with support from Human Resources, as necessary.
• Ensure health centers are fully staffed. Communicates with leadership in case of gaps in coverage.
• Interview and onboard all new team members.

• Collaborate effectively with Service Delivery Team to ensure Client and Health Center needs are met including equipment, supplies, staffing, and formularies.
• Ensure best scheduling practices are being followed to meet the needs of each health center, and that all health centers are compliant with policy and procedures.
• Attendance at trainings, department and interdepartmental meetings.
• Evaluates and manages all clinical processes in health centers for excellence and efficiency, including EMR, Patient Portal, laboratory, dispensing, and supplies/equipment to identify areas of opportunity for improvement.
• Ensure all audits follow up items are addressed and resolved PRIOR to re-audit.
• Review and manage all health center procurement requests which are OUTSIDE of the standard formulary.

REQUIRED KNOWLEDGE, SKILLS, & ABILITIES

Required:

• Registered Nurse license
• BSN or prior management experience in healthcare setting.
• Strong clinical background with developed critical thinking skills
• Management of clinical teams
• Outpatient or Primary care experience

** Internal LPNs considered when exceeding expectations ***

WORK ENVIRONMENT & PHYSICAL REQUIREMENTS

This job primarily operates in a professional office or clinical environment as business needs dictate. The following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• • While performing the duties of this job, the employee is regularly required to talk, see, and hear.
  • Prolonged periods of sitting at a desk and extended use of a computer and phone are required.
  • The employee frequently is required to stand, walk, use hands, reach with hands and arms, and occasionally lift office products.
  • Also, the employee must be able to lift/move/store individual 20–30–pound boxes and items such as office and medical supplies and equipment.

POSITION TYPE & EXPECTED HOURS OF WORK

This role will be expected to work a minimum of 40 hours/week as directed. Typical workdays are Monday through Friday, 8:00 am to 5:00 pm. This role is considered an exempt position. Evening and weekend work are infrequent but may occasionally be required as business needs dictate.

TRAVEL

Frequent, domestic travel is required and should be expected to be no less than 60% of the position’s overall responsibilities.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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