Clinical Services Manager

                                                                                                                                                                                                                                                   SWLA CENTER FOR HEALTH SERVICES

 JOB DESCRIPTION

JOB TITLE:              Clinical Services Manager

DEPARTMENT:      Administrative/Clinical

SUPERVISED BY:   Chief Nursing Officer

SUPERVISES:          Clinical Services Coordinator

SUMMARY:

The Clinical Services Manager is a salaried position that works as a part of the clinical team performing a variety of administrative and direct patient services inclusive of ensuring clinical support staff is performing effectively and efficiently. The Clinical Services Manager is also responsible to ensure that SWLA sites have the compliment of clinical support personnel to adequately meet all patient care related activities. The Clinical Services Manager is an integral part of the management structure and the clinical team and will work in concert with the Chief Nursing Officer (CNO) and Chief Operating Officer (COO) to ensure compliance with all Federal, State, HRSA, TJC and NCQA regulations and requirements are met.

EDUCATION, TRAINING, AND EXPERIENCE:

1. Graduate of an accredited school of nursing recognized by the Louisiana State Board of Nursing LSBN/LSBPNE
2. Hold a current license with the LSBN/LSBPNE in conjunction with the requirements for CEU’s
3. Hold a current, unencumbered LA license to practice nursing
4. Have the ability to relate with effectiveness to patients and providers
5. Qualified in basic life support techniques and hold a current certification
6. Have sufficient leadership experience to carry out the duties of this position
7. Knowledge of Health Center practices as it relates to regulatory guidelines and best practices

JOB RESPONSIBILITIES:

Clinical Services Operations

1. Assists CNO, CHO, and COO in organizing clinical services, writing or reviewing policies and procedures, and improving clinical operations to ensure that SWLA clinical services are meeting patients’ needs by providing data and recommendations
2. Attend operations meetings and conduct regular one-on-one meetings with SOMs and department leaders (as needed) to ensure clinic flow and workflows are effective and efficient
3. Ensures all clinical personnel understand the requirements of maintaining optimal performance through the NCQA Medical Home Recognition program
4. Collaborate with CNO and SOMs and other members of the health care team as necessary to ensure that adequate staffing is maintained to provide efficient treatment to SWLA patients
5. Create and disseminate clinical support staffing schedule to staff including SOMs
6. Ensures that clinical personnel are optimizing time and services provided to SWLA patients
7. Ensures clinical support staff are obtaining vitals, requested medical history and medications from patients and/or family members with proper documentation in the EHR
8. Ensures that prescribed medications are processed timely and therapeutic goals and treatment plans are adequately documented and explained to patients and family
9. Ensures that patient flow meets cycle times which should be at or less than 45 minutes
10. Serve as a SWLA CHS liaison to LabCorp and insures all lab orders are transmitted and resulted
11. Consult with CHO and CNO to ensure compliance with HRSA, JACHO and NCQA requirements
12. Assist with chart audits to assure all patient records comply with required standards, reviews records regularly and assures that all encounters are closed out daily
13. Attend and participate in The Joint Commission surveys
14. Oversee medical supply ordering and manage inventory
15. Implements an effective, ongoing program to measure, assess and improve the quality of clinical services delivered to patients
16. Ensures that 100% of patients presenting to SWLA for services on a walk-in basis are triaged based on clinical presentation
17. Works with the staff to ensure that all patients that call SWLA for appointments are triaged and provided appointments based on clinical need
18. Ensures that clinical support staff have supplies and equipment needed to deliver clinical services
19. Assures that all patients requiring hospitalization or advance assessment and management of conditions are properly processed
20. Works with providers to render emergency care and treatment including CPR
21. Addresses and supports cultural practices as long as such practices do not harm others or interfere with the planned course of medical therapy
22. Work with Director of Quality to ensure actions of clinical staff support performance improvement program mission and goals
23. Monitor UDS measures and compliance with established goals and implements corrective actions to improve outcomes

Leadership

1. Collaborates with management, medical staff and clinical leaders in the facility’s decision-making process as requested by CNO,CHO,CEO
2. Acts as the liaison between the Site Operations Manager (SOM), Providers, Senior Leadership and clinical support staff
3. Travel to SWLA Center for Health Services clinics to conduct weekly site visits to build rapport with staff, observe clinic flow, and work with providers to ensure efficient clinical services
4. Participate in all meetings as requested by CNO
5. Apply problem-solving and critical thinking skills to resolve issues and conflicts
6. Implement cost controls to ensure maximum effectiveness of funds expended on clinical services.

People Management

1. Supervise the activities of other clinical support staff team members, certified medical assistants and function as a staff nurse when necessary to ensure the functionality of all support staff
2. Directly supervises Clinical Services Leads at all facilities
3. Co-management of medical assistants and nursing staff
4. Ensure proper training/orientation of new clinical staff including LPN/CMA
5. Complete employee evaluations by specified deadlines

Project Management

1. Lead and participate in clinical services, process improvement and other projects
2. Performs other necessary duties as required by SWLA to meet the goal of providing primary health care services
3. Completes other duties and tasks as assigned.

MISSION AND CUSTOMER SERVICE:

1. Demonstrate the Mission and acts in ways that advance the best interest of the customers entrusted to our care. Positively represents SWLA Center for Health Services (SWLA) in the workplace and the community.
2. Present a professional image: apparel and appearance are appropriate according to SWLA department dress code.
3. Demonstrate effective communication and listens attentively to customer and promptly acts upon requests with consideration for patient privacy. Keep customer informed about their care and treatment in a comfortable atmosphere.
4. Respect the gifts and talents (the diversity that co-workers bring to their jobs) of each other. Demonstrates effective communication and assists co-workers as necessary.
5. Respect the privacy and confidentiality of the customers we serve, our physicians, co-workers and the community.

1. Practices safe work habits and maintain a safe environment for self, co-workers, patients, and
2. Work collaboratively to solve problems, improve processes, and develop services. Acts as an advocate for our customers.
3. Complies with organization/department policies and procedures, including but not limited to confidentiality, safety, cooperation/flexibility and attendance.
4. Understands and complies with applicable federal/state laws and Standards of Conduct as related to assigned job duties.
5. Participates in departmental or organizational Continuous performance improvement activity.
6. Promotes teamwork for efficient and effective patient care
7. Maintains all principles and standards of Joint Commission, as well as assuring the compliance of clinical support staff.