Clinic Services Manager

The University of Iowa Department of Obstetrics and Gynecology is seeking a Clinic Services Manager to manage off site clinical operations at our North Dodge Clinic. This position will be responsible for planning, organizing, directing, evaluating, and improving health care operations, clinical education programs and clinic functionality. This position will require collaboration with Health Information Management, Centralized Scheduling, nursing, clerical and support staff.  This position will support the clinic through work in finance, HR, IT, quality and operational improvement and business process analysis. This position develops new and monitors existing reporting tools to evaluate workflow, staff performance, and system performance in scheduling and visit management. This position will work closely and assist the Department Administrator on various other projects to help ensure programs are delivered effectively and efficiently.

Key Areas of Responsibility

Clinic Operations, Supervision of Frontline Staff

• Hire, train, and provide continuous development of frontline staff.  Manage staff performance by completing a yearly formal evaluation along with monthly 1:1s with a review of staff statistics, efficiency, errors, and unplanned absences.
• Pull reports for staff including co-pay collection, WQ volumes, email capture rate, MyChart capture rate, etc., review reports with staff, identify areas of improvement, review errors/learning opportunities, complete formal performance reviews with all staff annually. 
• Ensure accurate and up to date job descriptions are provided for positions, complete screening phone calls for qualified candidates, set up and complete full interviews with appropriate candidates, review reference checks, hire, and onboard best applicants. 
• Ensure all staff are up to date on policies, procedures, regulations, and compliances - discuss any updates to these in person, via email, via OneNote, etc.
• Build hiring requests using data to submit to the hiring board when new positions are needed.
• Educate and train staff on new initiatives related to clinical practice.
• Provide/design learning opportunities for clinical enrichment.

Standards of Care, Regulatory Compliance, Quality and Patient Satisfaction

• Work closely with medical directors and nurse leaders to assist with change proposals, establish recurrence, governance and decision-making protocols, collaborate with other members to determine clinical operation guidelines and practices to provide the highest standard of care at all locations.
• Assist with management, coordination and guidance of scheduling and algorithm build for scheduling efficiencies.
• Ensure the clinic is compliant with Joint Commission standards.
• Review weekly Press Ganey feedback and share with team.  Review concerning Press Ganey comments, investigate and make process improvements.
• Lead activities related to Epic and Epic upgrades.
• Promote patient satisfaction and access by being a co-chair of the patient satisfaction committee, engaging with a diverse group of staff to engage in creative solutions and changes to improve the patient experience.  

Patient Care/Service Delivery

• Monitor patient communications and develop initiatives to improve the quality of patient care.
• Assist in the preparation of projections and marketing strategy for proposed new clinical programs.
• Evaluate provider scheduling templates, implement recommendations to improve patient flow, decrease patient wait time, and improve efficiency.
• Lead the review of clinic workflows to evaluate clinic effectiveness and efficiency.
• Analyze clinic operating practices such as record keeping systems, cash collection, appointment reminder systems, and facilitate revisions and/or establishment of new systems, policy, and procedures.
• Collect, analyze, and format data to prepare a variety of reports to validate the cost effectiveness and operating efficiency of clinic operations and productivity.
• Develop, implement and monitor programs, projects and computerized systems with hospital-wide impact.
• Communicate and collaborate with internal and external constituents.  Serve as a liaison between clinic and hospital staff at various levels.

Communication/Collaboration

• Ensure that all parts of the team are up to date on any changes – communicate face to face, via email or via meetings - including off-site clinic locations that fall under OBGYN umbrella. 
• Address any on-site patient concerns and remedy situation as efficiently as possible.  Use patient feedback to ensure effective and efficient operations. 
• Meet with IVF Medical Director and OBGYN Medical Director at North Dodge on a monthly basis.  
• Communication oversight for all of UI Health Care at the North Dodge Clinic (beyond just the department of OBGYN services). Additional services including lactation, pharmacy, lab, mammography, and HSGs. These additional services require collaboration with other clinical departments such as Pathology, Pharmacy, and Radiology.

Financial and Data Management and Analysis

• Collect financial and productivity data.  Utilize data to assist in budget development and resource allocation. 
• Manage clinic to meet budget goals.