Under the general direction of the Chief Administrative Officer, the Health Center Manager provides leadership aligning with the mission, vision and values of Zepf Center. The Health Center Manager is accountable for the day to day management of administrative, financial, operational, and clinical oversight of their assigned site(s) and/or departments including but not limited to performance improvement initiatives and resource management. The Health Center Manager is also accountable for implementing operational and clinical initiatives for Zepf Center while maintaining high levels of quality and patient satisfaction scores as set forth in our primary care strategic goals. The Health Center Manager is responsible for personnel performance, patient experience, clinical quality metrics, departmental budget/finance, and continuous review of the operating environment of the practice.

Essential Functions and Responsibilities

• Supervises, observes, and evaluates work of personnel; ensures staff are held accountable.
• Engages and collaborates with Human Resources to hire, terminate, evaluate, train/orient, and implement corrective/disciplinary actions in accordance with applicable policies.
• Understands, follows, and maintains adherence to others Zepf Center’s policies, including those related to the operation of the health center.
• Develops short and long-term staffing plans related to projected patient care needs. Independently solves complex staffing problems, and manages daily allocation of resources according to patient volume and budget.
• Ensures provider templates are built and maintained appropriately.
• Effectively operationalizes the use of reengineering tools to decrease no show rates, increase capacity utilization, and decrease patient cycle time.
• Facilitates and promotes use of alternative patient services including but not limited to e-visits and phone visits.
• Investigates patient problems/complaints and intervenes to improve the situation; provides counseling to staff as needed to improve customer service.
• Ensures appropriate referral follow-ups are completed and documented in the medical record.
• Intermediary for the contract pharmacy and 340b TPA. Ensures regulations are followed and referral prescriptions are accurately captured.
• Serve as a resource for physicians and staff with regard to the EHR system.
• Maintain patient confidentiality and adhere to privacy regulations.
• Attend and participate in all required meetings and training sessions.
• Successfully facilitates the implementation of best practices to impact clinical quality metrics; continuously evaluates and improves services.
• Collaborates appropriately to identify and execute quality improvement activities.
• Works closely with clinical providers to ensure that operations and site are managed and staffed appropriately according to practices' needs
• Reviews patient satisfaction surveys with clinical providers
• Manages inventory, purchasing and operating expenses that adheres to budget
• Ensures clinic compliance with all regulatory agencies governing health care delivery and the rules of accrediting bodies.
• Continually monitors operations, programs, physical properties.
• Leads daily Patient Care huddles as appropriate.
• Other operational duties as required, including assisting scheduling with shift coverage for any site in need and after-hours on-call duties as assigned

• Bachelor’s Degree in Health Services Administration, Nursing, Business Management or related field required. Master’s Degree preferred
• Nursing or related health profession background preferred.
• Minimum of 3 years management experience in a medical office practice, Community Health Center experience preferred; 340 Pharmacy Experience preferred
• At least 3 years of experience in an ambulatory healthcare setting preferred.
• Medical terminology, coding/billing experience preferred.

Knowledge, Skills & Abilities

• Must be well-versed in inter-disciplinary practice environments, with knowledge and experience in patient registration, billing, and management of front end staff in settings that provide medical, dental, and behavioral health services. Experience with FQHC processes and operations, including 340b Pharmacy, preferred
• Knowledge of applicable federal and state laws and regulations related to the healthcare industry, including FQHC and 340b Pharmacy
• Knowledge of human resources management practices including supervision and staff development.
• Working knowledge of financial/budgeting principles and practices
• Ability to manage, supervise, delegate and coordinate the activities of others
• Ability to assess data and interpret information needed to identify each patient's requirements relative to age-specific needs.
• Excellent attention to detail and organization; effective speaking and writing skills
• Process Management ability to effectively coordinate the efforts of professional and support staff
• Excellent communications, presentation and interpersonal skills
• Excellent skills in complex analytic problem solving, strategic planning, program development, project management, change management and group process
• Demonstrates effectiveness in staff development, team building, conflict resolution and group interaction
• Proficiency with Microsoft office (i.e., Excel, Word, Powerpoint)
• Proficiency with Electronic Medical Records