Assistant Clinic Services Manager

Description

Position Overview

A successful Assistant Clinic Services Manager must be passionate about healthcare and want to make a difference in the lives of others while acting as a mission-driven catalyst to help Livingston Community Health (LCH) deliver the best quality of care and excellent service to our patients and their families.

The Assistant Clinic Services Manager (ACSM) is an exempt, leadership-level role responsible for directing and managing all non-licensed clinic staff-including front office staff and Medical Assistants-while supporting the Clinic Services Manager (CSM) in all aspects of clinic operations. The ACSM plays a critical role in ensuring efficient daily operations, exceptional patient experience, compliance readiness, and a positive team culture at assigned clinic site(s).

Essential Functions, Duties, and Responsibilities

The Assistant Clinic Services Manager is an On-site position. Hours will be 12pm - 9pm Monday through Thursday and 8am - 4pm Saturday. Plus additional hours as needed.

This ACSM serves as a hands-on operational leader responsible for managing non-licensed clinic staff, overseeing workflows, coordinating daily operations, resolving issues, and supporting the overall function of the clinic. The ACSM exercises independent judgment and decision-making to lead staff, maintain operational flow, and uphold organizational standards.

Operational Leadership & Oversight

• Oversee daily clinic operations, patient flow, check-in throughput, appointment volumes, and schedule optimization.

• Act as the on-site operational lead in the absence of the Clinic Services Manager.

• Serve as a liaison between providers, frontline staff, and departments such as Quality, Risk, IT, and HR.

• Direct and adjust staff assignments, break schedules, rooming workflows, and problem-solve patient throughput barriers.

• Lead and actively participate in daily huddles and operational meetings; identify issues and propose improvement opportunities.

• Conduct routine clinic readiness checks (cleanliness, supplies, equipment function, and safety conditions).

• Manage submission of operational work orders and supply requests.

• Attends workshops/seminars as necessary to increase skills and knowledge to provide effective care, treatment, and/or leadership.

• Supports the overall needs of the health clinics by working flexible or extended hours when necessary.

• Supports the needs of LCH by traveling to all clinic sites as needed.

• Demonstrates competence with the mission, vision, and values of the organization to provide quality healthcare to those served in the community.

• Other work-related duties as assigned. Duties and responsibilities may be added, deleted, or changed at any time at the direction of leadership, formally or informally, either verbally or in writing.

• Maintains confidentiality and respect for all sensitive information.

• Displays a positive, professional, and respectful demeanor at all times towards employees, peers, professional contacts, and patients served, maintaining a professional appearance and positive image for LCH.

People & Team Management

• Provide direct supervision, coaching, and performance evaluation to all non-licensed clinic staff, including front office and Medical Assistants.

• Manage onboarding, orientation, competency development, and ongoing training for staff.

• Provide daily coaching, mentoring, direction, and performance support.

• Approve and manage time and attendance and PTO requests.

• Monitor attendance to ensure adequate staffing.

• Contributes to the LCH team by promoting positive staff interactions and maintaining open communication with other programs and departments.

• Elevate employee relations concerns appropriately to the CSM and HR.

• Displays a positive, professional, and respectful demeanor at all times towards employees, peers, professional contacts, and patients served, maintaining a professional appearance and positive image for LCH.

Quality, Safety & Compliance

• Ensure compliance with HRSA, FTCA, HIPAA, OSHA, CLIA, infection control, and internal policies.

• Oversee completion of logs, checklists, incident reports, safety drills, and staff training documentation.

• Participate in internal audits, chart reviews, quality improvement projects, and corrective action plans.

• Responsible for maintaining operational readiness for inspections and regulatory surveys.

Patient Experience

• Serve as the escalation point for patient service concerns or access requiring prompt resolution.

• Address and resolve patient issues, service delays, and concerns professionally and timely.

• Oversee patient flow, call handling expectations, waiting room experience, and service recovery processes.

• Coordinate interpreter needs, outreach activities, and patient engagement efforts as needed.

Administrative & Reporting Support

• Maintain operational reporting, dashboards, and compliance logs.

• Monitor daily volumes, no-show rates, cancellations, and access-related metrics.

• Identify and implement process improvements to enhance operational efficiency.

• Oversee supply management, inventory control, and support budget stewardship as directed by the CSM.

• Assist with preparing materials for inspections, regulatory reporting, contracts, and provider onboarding.

Education, Knowledge, Skills, and Abilities

Education and Experience

• High school diploma or equivalent required.
• Higher education preferred in a related field of study, healthcare, or business. A combination of education will be considered.
• Minimum 2 years experience required; FQHC experience strongly preferred.
• Supervisory experience leading a healthcare team is preferred.

License/Certification

• Possess a valid driver's license
• Current Basic Life Support (BLS) required from the AHA.

Knowledge, Skills, and Abilities

• Bilingual in English and Spanish preferred.

• Ability to provide effective guidance and training to clinic team.

• Have the leadership ability to integrate multi-disciplinary teams.

• Strong working knowledge of FQHC operational framework.

• Excellent written and verbal communication skills.

• Excellent interpersonal skills with the ability to work with a diverse population.

• Ability to handle multiple functions.

• Ability to lead a team and follow through on assignments with minimal direction.

• Supports the needs of LCH by traveling to all clinic sites as needed.

• Participate in QA/QI initiatives as required for overall organization improvement and patient experience improvement.

• Proficient with Microsoft products, EHR systems (NextGen preferred) and other IT requirements.

• Must be able to travel to all clinic sites as needed.

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