Clinical Manager | Internal Medicine | Portland, ME

Working under the general supervision of the Associate Director of Clinical Operations, this position is accountable for workflow and the overall management of clinical operations to deliver exceptional clinical care, superb customer service, and to maximize Physician and Staff satisfaction. This position oversees a dynamic interdisciplinary team and works closely with the Practice Managers and Department Chiefs to ensure the delivery of high-quality clinical care. Key responsibilities include overseeing the implementation and maintenance of a clinical competency program, developing, and mentoring clinical teams, leading efforts to improve clinical workflows across practices, and improving patient experience and clinical outcomes via LEAN Six-Sigma processes.

CORE RESPONSIBILITIES: 

Clinic Operations:  

• Fosters practices that support InterMed’s ability to deliver accessible, reliable, and affordable care. 
• In coordination with the Department Chiefs and Senior Leadership teams, develops policies and procedures to support department functions.  
• Develops a system for objectively monitoring department performance and creatively seeks solutions to foster quality improvement. 
• Utilizes data and best practice research to evaluate existing and recommend new patient/clinical policies, procedures, processes, or trainings based on trends and benchmarks. 
• Develops and maintains an open and effective line of communication with physicians and staff to embrace and lead change management. 
• Maintains appropriate levels of medical supplies and other inventories pertinent to overall operations and patient care. 
• Acts as a clinical resource, coach, and mentor to all clinical staff, leads by example and works to create an environment that fosters excellence in clinical care, peer support and teamwork. 
• Assists with patient complaints including review/root cause analysis, documentation, service recovery efforts, and addressing underlying issues. 
• Present for all clinical interviews, with some crossover for administrative, physician and NPPA. 
• Oversees the Quality Assurance Program.  
• To ensure the highest quality care for our patients, the Clinical Manager will:  
• Demonstrate a comfort with using data to drive decisions. 
• Proactively monitor the effectiveness of quality improvement initiatives. 
• Assess patient feedback and identify areas for targeted improvement. 
• Works closely with the Department Chief and other Senior Leadership to implement quality improvement efforts.  

LEADERSHIP COMPETENCIES

Personnel Management   

• Overall accountability and management of staff  
• Regularly assess developmental opportunities for staff, coach staff to enhance performance, and support staff in learning and applying new skills and competencies.  
• Coordinate and monitor staffing levels and labor efficiency. 
• Approver for staff payroll biweekly in accordance with payroll department guidelines and schedule. 
• Mentors and counsels' staff to include initiating Performance Improvement plans.  
• Works with the Compliance and Human Resources teams to assure compliance with State, Federal and OSHA (Occupational Safety and Health Administration) requirements for staff.  

Leadership   

• Models behaviors that demonstrate service excellence to staff and focus on the patient as the primary customer.  
• Leads Lean Six Sigma initiatives for the department to foster a culture of continuous improvement.  
• Fosters intra-departmental support and collaboration between all sites.  
• Monitors department performance and creatively seeks solutions to foster quality improvement.  
• Develop and maintain an open and effective line of communication with employees.  

Communication   

• Works in partnership with the clinical teams, practice leadership, and senior leadership teams.   
• Fosters strong working relationships with all levels of the organization to facilitate effective communication and to connect front line staff’s daily priorities to the organization’s strategic goals.   
• Demonstrates strong interpersonal savvy.   
• Strategic Planning and Program Coordination   
• Assess current state of department with relation to existing InterMed goals and plans.  
• Develops proactive plans to ensure InterMed’s positioning as a leader in healthcare in alignment with company KPIs.  
• Monitors budgets to identify potential financial overruns and variances; makes appropriate recommendations to alleviate financial implications.  
• Champions interdepartmental problem solving. 
• Ensures appropriate departmental policy development and adherence. 

Confidentiality 

• Demonstrate knowledge and understanding of patient privacy rights under HIPAA (Health Insurance Portability and Accountability) guidelines.  Maintain confidentiality related to financial, or other sensitive materials and information in printed, electronic, or verbal form, which may jeopardize the privacy of patients and/or employees. Accesses and uses the minimum necessary patient identifiable information to perform job responsibilities and duties and only for authorized purposes. 
• Maintains strict confidentiality in alignment with HIPAA (Health Insurance Portability and Accountability) guidelines and InterMed policies. 
• Perform other duties to support the mission, vision and values of InterMed. 

MISSION AND VALUES: 

• Follows InterMed’s mission to provide patient-centered primary care, putting the patient first to deliver high quality, high value care. 
• Provide the highest quality care to our patients with a level of service that exceeds their expectations. 
• Maintain a positive attitude and always treat our patients and each other with dignity and respect. 
• Insist on honesty and integrity from each other and our business partners. 
• Make teamwork a core component of our relationships between physicians, staff, and patients. 
• Embrace change to better serve our patients. 
• Use business practices that feature individual accountability and group responsibility to ensure delivery of high value healthcare. 
• Have fun as we carry out our mission to serve. 

KNOWLEDGE, SKILLS, AND ABILITIES: 

Education: 

• Associate's Degree in Nursing required with a minimum of 5 years clinical experience; Bachelor's degree in Nursing preferred. 

Experience: 

• Minimum of five (5) years of experience in nursing, with at least 2-3 years of people leadership experience required. 
• IBCLC or CLC Lactation programming experience preferred (applies to OB/GYN, Family Medicine, and Pediatrics practices only). 
• Experience in LEAN and/or Six Sigma preferred 

License/Certifications: 

• Active unencumbered State of Maine Registered Nurse license 
• Proficiency in MS office applications; Word, Excel, Power Point, Outlook. 
• Proficient in using business intelligence data to drive clinical decisions and proactively monitor the effectiveness of quality improvement initiatives. 
• Excellent professional judgment and decision-making ability. 
• Proven Leadership skills. 
• Excellent communication skills both oral and written. 
• Ability to foster an enhanced team environment acting as clinical resource and role model to clinical staff. 
• Ability to prioritize, organize, and plan work independently. 
• Committed to excellence in customer service and clinical care.