Position Description       Final Version: 2/9/2004

CLINIC MANAGER

Overview:

The Clinic Manager is essential for the success of the ambulatory medical practice.  The Clinic Manager is responsible for fostering an environment within which “Best Practice Customer Service Standards”, as determined by UT Southwestern Medical Center, are maintained by all employees.  The Manager must have strong clinic leadership skills and develop a close, collaborative working relationship with the Medical Director of the Clinic as well as the Chairman of the Department and relevant Division Chief.   The success in delivery of patient services within the group practice will require the Clinic Manager to ensure the compliance to institutionally determined group practice standards that encompass both the local unit’s standards and the Medical Center’s standards.
The Clinic Manager is responsible for the day-to-day management of operations of the clinic.  He/she will supervise and develop clinic staff in order to ensure excellent service to patients and effective implementation of clinic work processes.  The Clinic Manager has a shared reporting relationship to all of the following:  the department chair/division chief, the clinic Medical Director, and the Ambulatory Services Chief Operating Officer.  In some large departments a reporting relationship may also exist with the chief administrator of the department. Input from any/ all of these persons will be incorporated into the clinic manager’s performance evaluation.

Managerial Competencies:

• Communicates effectively with staff, physicians and patients
• Provides objective, meaningful feedback to staff regarding performance
• Sets clear goals and defines vision and direction
• Inspires staff to follow, demonstrates a positive attitude
• Adjusts his/her leadership style to the specific needs and talents of staff
• Responds quickly and meaningfully to patient and staff needs
• Mentors, coaches and develops staff for current and future roles
• Understands and can analyze financial performance and variances
• Serves as a role model and projects a positive image of Southwestern Medical Center to patients, visitors and staff
• Is fully committed to the goals and principles of the organization
• Maintains strict confidentiality regarding patient information
• Applies the principles of continuous quality improvement to the work processes

Customer Service Responsibilities

• Manages clinic staff to ensure excellent patient/ customer service:
o Ensures every staff member provides the highest levels of service to both internal and external customers
o Collaborates with HR to ensure the selection of service-focused, highly competent staff
o Communicates performance and service standards and expectations to clinic staff
o Receives and communicates regular information about ambulatory practice goals, initiatives and policies
o Conducts timely staff performance appraisals which give meaningful and direct feedback regarding performance
o Tracks and manages vacation, sick leave utilization and time and attendance
o Coaches, mentors and develops staff
o Orients and trains staff on specific processes and service standards
o Ensures staff have tools and resources necessary to do their jobs
o Maintains high “morale”

Operational Responsibilities:

• Monitors and manages the following aspects of the clinic’s operational processes:

o Successful implementation of Clinical Services Initiative
o Telephone service/ response times
o Clinic dwell times
o Practice and procedure changes
o Insurance Verification
o Timely submission and completeness of charges
o Billing compliance
o Cancellations/ bumped appointments
o Registration
o Customer satisfaction surveys and responses to them
o Patient complaint evaluation and follow up (per protocol)
o Quality control of correspondence
o Scheduling and staffing to ensure excellent patient care and service
o HIPAA compliance

• Ensures successful financial performance of the clinic:

o Monitors adequate controls for appointments, charges and payment functions
o Works collaboratively with the departmental business manager to develop the clinic budget
o Tracks performance and variance to budget
o Oversees purchasing and expense management
o Collaborates with business manager and team leader to ensure successful collections effort
o Maintains an adequate system of internal controls over financial transactions including dual control of cash handling
o Provides appropriate, positive, response to internal audit recommendations

Qualifications:

• Bachelors degree in business, healthcare administration, nursing, allied health or related field
• Prior supervisory experience
• 3-5 years experience in a healthcare setting preferred
• Demonstrated business acumen, computer, and analytic/ financial skills
• Outstanding interpersonal and communications skills
• Proven experience in a customer-service environment
• Possesses excellent organization skills
• Takes initiative and is self-motivated to succeed
• Demonstrates courage and takes calculated risks when necessary
• Shows compassion and humor
• Able to make wise decisions which balance the relevant issues and/or conflicts