Clinic Manager II - NW

JOB SUMMARY

The Clinic Manager II at the Northwest Office is responsible for overseeing all aspects of front and back-office performance across Northwest, the practice's largest location, comprised of six pods (A–F). This role manages a large, high-volume, multi-pod practice and is accountable for effectively resolving operational issues in collaboration with clinic leads, providers, and staff while maintaining a positive and productive work environment.

The Clinic Manager II leads a data-driven approach to clinic operations tracking and reporting on patient access, visit volume, revenue, and satisfaction benchmarks across all six pods while ensuring clinic leads remain focused on daily clinic flow within their pods. This position is directly responsible for enforcing scheduling standards, including the practice's 72-Hour Rule for converting open provider template slots into new-patient appointments, to improve patient access and drive revenue growth. Additionally, this position serves as a primary resource for patients and families, providing timely and appropriate responses to complex customer service concerns and inquiries regarding practice procedures.

DUTIES AND ESSENTIAL JOB FUNCTIONS

Northwest Office-Specific Responsibilities

• Maintains general oversight of provider schedules and templates across all pods to ensure providers are optimized and scheduled to full capacity.
• Enforces and monitors adherence to the practice's 72-Hour Rule, ensuring open provider template slots (physician: 18 AM/18 PM; APP: 15 AM/15 PM) are filled with new-patient appointments within 72 hours.
• Owns clinic-wide staffing and scheduling coordination across Pods A–F..
• Designs and maintains a performance benchmark dashboard tracking new-patient wait time (3rd-next-available), patient volume, revenue, no-show rate, and satisfaction across all six pods.
• Serves as the primary escalation point for clinic leads on cross-pod operational issues.
• Coordinates with facilities, vendors, and central administration on Northwest-specific needs.
• Provides monthly performance reporting to practice leadership on Northwest access, volume, and revenue benchmarks.
• Partners with clinic leads who continue working clinically within their pods to ensure consistent standards and daily clinic flow across all six pods.

General Responsibilities

• Responsible for cultivating a culture of compassionate accountability and monitoring compliance with the code of conduct, mission, goals, and policies of the organization.
• Effectively communicates with the staff and physicians regarding all practice business.
• Hosts scheduled staff meetings no less frequently than monthly with staff.
• Conducts problem-resolving and strategic planning meetings with providers at least quarterly and documents content and action plans with timelines.
• Guides, leads, supports, and supervises clinic staff.
• Coaches, mentors, and develops staff, including overseeing new employee onboarding and providing continuous ongoing training and development throughout employment.
• Empowers employees to take responsibility for their jobs and goals.
• Delegates responsibility and tracks metric-driven accountability with regular feedback both one-on-one and in group meetings.
• Fosters a spirit of teamwork and unity among department members that allows for differences of ideas, open, honest feedback, and the appreciation of diversity and cohesiveness, supportiveness, and working effectively together to enable each employee and the department to succeed.
• Initiates and documents actions to manage staff conflicts, including appropriately communicating with Human Resources.
• Assesses the clinic's needs daily to ensure adequate staffing levels to provide care appropriate to the practice's needs.
• Monitors all incoming and outgoing work queues to ensure daily work is completed (fax queues, return phone calls, etc.)
• Monitor delivery of patient services to include reviewing physician activity and preparing for all changes needed or impacted by the patient load, billing/collecting procedures, and government regulations and policies.
• Oversees front office check-in and check-out processes such as billing, collecting, and authorization procedures, including appropriate coding and approval for reimbursement of performed services.
• Coordinate clinic staff education in all government, national, and medical coding and billing regulations.
• Manage space planning, facility maintenance, renovation, and allocation of resources.
• Demonstrates working knowledge of current computer systems (Practice Management software and Electronic Medical Records software).
• Supports the clinic staff in defining appropriate workflows, including new processes.
• Attention to detail and recordkeeping on required paperwork, including managing time cards and overtime.
• Strives to improve the working environment by generating alternatives and making recommendations on improving workflow and efficiency.
• Inspires trust and confidence from patients, callers, visitors, and employees by remaining well-informed, professional, and prepared at all times.
• Provides oversight and direction to the employees in accordance with the organization's policies and procedures.
• Report employee relations issues or allegations immediately to Human Resources.
• Manages disciplinary actions by leading the discussions after consulting with Human Resources.
• Appropriately documents employee issues/behavior.
• Works with Human Resources staff to recruit, interview, select, and hire staff.
• Willingly accepts assignments to special projects, which may require reviewing and analyzing information, identifying problems, recommending solutions, and writing reports.
• Demonstrates an ability to identify and resolve problems, and uses initiative and good judgment to reach quality decisions.
• Portrays attitude and actions consistent with the mission and strategic initiatives.
• Maintains open and positive communication with all personnel, team members, and other healthcare professionals.
• Maintains professionalism within the practice.
• Maintains confidentiality of patient information and personnel matters.
• Maintains a calm and effective demeanor of professionalism during stressful situations.
• Develops and maintains open lines of communication and timely transmission of information.
• Conducts all aspects of supervision in a fair and consistent manner compliant with company policies.
• Continually evaluates the morale of staff and takes appropriate actions to resolve problems.
• Ensures a safe environment for the patients and staff.
• Demonstrates awareness of the individual rights of patients.
• Establishes priorities, organizes actions, and communicates needs to team members.
• Provides equipment and supplies based on practice needs.
• Competent to anticipate problems and/or emergencies and take appropriate action.
• Proficiently able to delegate specific duties to other team members based on practice needs and staff qualifications.
• Addresses operational issues directly with non-compliant physicians and staff members.

Other functions and Responsibilities

This job description does not cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. In addition, duties, responsibilities, and activities may change at any time with or without notice.

COMPETENCIES

1. Patient & Customer Focus
2. Ethical Conduct
3. Flexibility
4. Initiative
5. Personal Effectiveness/Credibility
6. Stress Management/Composure
7. Data-Driven Decision Making

QUALIFICATIONS

Required

• Clinical (Urology preferred) experience as a Certified Medical Assistant or Licensed Vocational Nurse

• Must have 5+ years of recent previous supervisory experience over a comparably sized staff in the healthcare industry, preferably in a clinic setting.
• Must have 5+ years of work experience in healthcare/clinic operations and be familiar with medical terminology and billing.
• Experience overseeing multi-pod or multi-location clinic operations preferred.

Preferred

• Bachelor’s degree in Healthcare Administration or related field.