Clinical Operations Manager - Ambulatory Services

WHY UT SOUTHWESTERN?

With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report , we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you'll discover a culture of teamwork, professionalism, and a rewarding career!

JOB SUMMARY

This position is accountable for the day-to-day management of the operations of a single-site clinic with single specialty including but not limited to: Supervising and developing staff, delivering "Best Practice Customer Service Standards" and effective implementation of clinic work processes utilizing institutionally determined standards.

BENEFITS

UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:

PPO medical plan, available day one at no cost for full-time employee-only coverage

100% coverage for preventive healthcare-no copay

Paid Time Off, available day one

Retirement Programs through the Teacher Retirement System of Texas (TRS)

Paid Parental Leave Benefit

Wellness programs

Tuition Reimbursement

Public Service Loan Forgiveness (PSLF) Qualified Employer

Learn more about these and other UTSW employee benefits!

EXPERIENCE AND EDUCATION

Required

Education

Bachelor's Degree in Business Administration, Nursing, Healthcare Administration, Allied Health or directly related field

Experience

3 years progressive experience in healthcare related field or participation in UTSW post graduate Administrative Fellowship program

Prior knowledge and experience with Microsoft Office applications.

Excellent critical thinking and problem-solving skills required. Able to manage time wisely, manage stress effectively and adapt to unpredictable situations. Demonstrates ability to communicate effectively with all employees, leaders and executives.

Preferred

Education

Master's Degree

Experience

3 years supervisory experience

JOB DUTIES

Manages and supervises staff at a single-site clinic to achieve institutionally determined standards to include:

a. Effective communication with staff, physicians and patients; providing feedback, goal setting, and responding to patient and staff needs

b. Mentoring and coaching staff to achieve performance improvement

c. Monitoring workflow and ensuring adherence to policies and procedures

d. Recommending and/or implementing changes, as necessary, to maintain efficiency

Maintains high level of customer service to all internal and external customers by communicating performance standards and expectations to clinic staff, coaches, and mentors. Develops staff, administers customer satisfaction surveys and responses, and orients/trains staff on specific clinic work processes.

Organizes and directs operational processes of a single-site clinic including: Access to care, telephone service/response times, clinic dwell times, practice and procedure changes, insurance verification, timely submission and completeness of charges, billing compliance, cancellations/bumped appointments, referral tracking and follow up, registration, quality control of correspondence, scheduling and staffing to ensure excellent patient care and service and HIPAA compliance.

Monitors and manages clinical processes including: compliance with clinical policies and nursing practice, adherence to the National Patient Safety Goals, maintaining compliance with Joint Commission standards and PQRI and other clinical measure of performance.

Ensures successful financial performance of a single-site clinic including: monitoring adequate financial controls for appointments, charges and payment functions, working with business manager to develop clinic budget, tracking performance and variance to budget, ensuring appropriate accounting practices and procedures are followed, collaborating in the preparation and submission of various budgetary reports, collaborating in the purchasing and expense management functions of the clinic, collaborating with business manager and team leader to ensure successful collection efforts, collaborating in the maintenance of standards for system internal controls over financial transactions including dual control of cash handling, and providing appropriate and positive response to internal audit recommendations.

Maintains patient confidentiality in accordance with university and departmental policy.

Designs, executes, and maintains effective system of internal controls which provides reasonable assurance that operations are effective and efficient, assets are safeguarded, and financial information is reliable.

Ensures compliance with applicable laws, regulations, policies, and procedures.

In partnership with the Medical Director:

Optimizes clinical workflows including efficient use of the EMR

Reviews clinic operations metrics, including but not limited to Health System and Clinic Scorecards, open encounters, and clinic financial performance

Manages quality assurance and patient safety programs within the clinic

Ensures that clinic is compliant with health system, clinic, external regulatory bodies, and HIPAA policies and regulations

Works to resolve interpersonal team conflict

Works to ensure appropriate allocation of space, room and equipment

Works toward proactive patient service recovery and engagement with Health System Administration to resolve issues promptly and to improve patient care

Ensures that provider scheduling templates satisfy expectations relative to allocated ambulatory effort

Oversees the management and disposition of controlled substances; collaborates with Health System to ensure implementation of appropriate compliance measures, audits, and reports for management of controlled substances

Performs other duties as assigned.

Security

This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information.