Director of Clinical Operations

Mission Neighborhood Health Center (MNHC) is on a transformative journey to expand and enhance the services we provide to the vibrant and diverse communities of San Francisco. With a rich history rooted in the heart of the Mission and Excelsior Districts, MNHC has been a cornerstone of compassionate and culturally-competent care for decades. We are dedicated to health equity through the provision of culturally- and linguistically-competent services, with a particular focus on the Latino Spanish-speaking communities.

Our comprehensive health services include primary care, adult medicine, pediatrics, family planning, OB/GYN, HIV services, and specialized care for the homeless. At MNHC, we are committed to a culture of excellence and financial success to fulfill our mission of providing health care access for all.

As we honor our past and the legacy of service to our community, we are equally focused on the future. MNHC is dedicated to delivering human-centered care that adapts to the evolving needs of our patients. We are in a dynamic state of transformation, striving for excellence in all we do to build a robust and resilient organization that will continue to serve generations to come.

We are currently looking for qualified candidates for our Director of Clinical Operations role. This position reports to the Chief Operating Officer and is a Regular, Full Time, Non-Exempt role with a starting annual salary range of $108,400 to $119,700 with full benefits. 

Primary Objective:

The Director of Clinical Operations (DCO) at Mission Neighborhood Health Center is responsible for leading operations management across all medical sites. This includes our Shotwell, Excelsior, Mission Bernal, and Resource Center locations, as well as our SBHC at John O’Connell High School and future expansions. The primary objective of the DCO is to improve and sustain effective clinical operations that contribute to the quality of our clinical services, operational efficiency, staff satisfaction, and patients’ care experience. To accomplish this, the DCO will supervise managers, supervisors, and coordinators across key departments vital to clinical operations including, but not limited to, referrals processing and medical records management. The DCO will also partner closely with the Director of Quality Improvement and Population Health to lead process improvement efforts centered on patient access, disease prevention, and management of chronic conditions.
 

Essential Functions/Responsibilities:

Clinical Operations Management (65%)

• Ensure development, maintenance, and adherence to clinic operations policies, procedures, workflows and protocols ensuring state and federal standards of care and regulations are addressed.
• With guidance from the COO, stay abreast of the relevant local, state, and federal laws that impact clinical care, and scope of work.
• Lead Clinic Managers, Supervisors, and Operations Coordinators in the development of the necessary policies, procedures, inventories, process improvements, trainings, and evaluations that support efficient clinic flow, productivity, quality improvement, and customer service.
• Develop and execute operating plans, balancing key business objectives: patient access and experience, teammate engagement and retention, clinical quality, and operational excellence.
• Provide oversight in the following areas of clinical operations:
  • Development of systems to coordinate and monitor patient flow.
  • Clinic staff schedule management across the organization.
  • Referral processes to assure timely, accountable and safe referrals.
  • Immunization inventory management and effective audit preparation.
  • Laboratory systems.
  • Medical records and clinical archives management.
  • Vendor relationship management.
• Work collaboratively with other MNHC Directors to develop, implement, and evaluate joint strategies and improvement plans such as those that affect our revenue and required accurate data capture.
• Lead and/or supporting cross-functional projects designed to increase financial, operational and clinical performance for the organization.
• Utilize data-driven insights to identify operational inefficiencies and opportunities, and implement scalable solutions for maximum impact.
• Facilitate monthly Clinic Management meetings.
• Attend Health Center wide, departmental, and committee meetings as directed by the COO.
• Other related duties as assigned.

• Implement continuous improvement methodologies, such as Lean and PDSA cycles, to optimize clinical operations and improve patient outcomes.
• Lead clinic staff in monitoring all necessary policies, procedures and protocols that support effective maintenance of the necessary logs and reports in the clinical departments that contribute to the Quality Management Plan.
• Supports the review, implementation, and monitoring of process improvement initiatives that enhance Team Based Care and align our operations with MNHC’s Quality Management Plan.
• Provide leadership and coordination for primary care service delivery improvement initiatives and programs such as NCQA Patient Centered Medical Home.
• Develop advanced knowledge of EHR and practice management reporting functionality and routinely utilize these tools to lead efforts to track, measure, publicize and improve productivity goals.
• Explore opportunities to implement new healthcare technology into clinical operations by conducting needs assessments, reviewing vendor proposals, and facilitating related leaderships discussions.
• Coordinate across departments to improve communications and streamline operations.
• Actively participates in the Quality Management Committee, Quality Assurance meetings, and quality improvement activities including the development and implementation of standardized goals, objectives, indicators, etc.

• Supervision of assigned staff including but not limited to recruitment, hiring, orientation, training, retention, performance improvement coaching, and performance evaluation.
• Coach staff on setting goals and implementing interventions to improve clinic operations metrics.
• Train Clinical Managers and care team members on continuous improvement methodologies to enhance health center operations and empower staff to implement changes quickly and effectively.
• Oversee and support Clinic Managers in the recruitment, hiring, orientation, training, retention, evaluation and scheduling of all medical assistants as necessary.
• In partnership with organization leaders, establish and implement a professional development program for Clinic Managers which promotes continuous learning, quality practice, and advancement within a defined scope of work.
• Promote a positive and supportive team environment.

Qualifications:

• Multi-Site Operations: Responsibility for a multi-site operational business, ideally an outpatient clinic model or other similar business.
• Inspirational Leadership: Cultivates a culture of excellence through authenticity and humility, empowers and coaches individuals to reach their full potential.
• Excellent Communicator: Establish trust, demonstrates poise and perspective in communication as your work towards solutions with teammates at all levels within the company.
• Data Analysis & Decision Making: Comfortable gathering data and synthesizing it into actionable insights; capable of independently owning complex analyses.

• BA/BS in Public Health, Business Administration, Health Policy, or related field
• Two years of ambulatory care clinic or hospital experience
• Three (3) years progressively responsible management experience
• Commitment to the populations served by Mission Neighborhood Health Center

• Master’s Degree in Public Health, Health Services Administration or Business Administration
• Lean / Kaizen Certification
• Experience working with community health centers
• Bilingual in Spanish and English

To learn more about our organization, please visit our website at www.mnhc.org. We offer a full range of benefits which includes the following:

• Medical Insurance – MNHC pays 90-100% based on plan
• Dental and Vision Insurance – free to employee
• Life Insurance – free basic policy plus voluntary option
• Flexible Spending Accounts for health & dependent care expenses
• Commuter benefits for public transportation expenses
• Vacation – 2 weeks (3 weeks after 5 yrs; 4 weeks after 8 yrs)
• 12 Paid Holidays plus your birthday and 12 Sick Days each year
• 40 hours Paid Educational Leave
• 401k Retirement Savings Plan with Company Contribution

Mission Neighborhood Health Center is an Equal Employment Opportunity employer committed to fostering an inclusive environment for our diverse workforce. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics. Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment for qualified applicants with arrest and conviction records.

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