Summary:
The Clinical Operations Manager is responsible for overseeing and managing all clinical operations across Genesis Orthopedics & Sports Medicine clinical locations. This role ensures the efficient delivery of patient care, effective staff management, and the maintenance of a safe and welcoming clinical environment. The manager will also play a key role in training, process improvement, and interdepartmental coordination, as well as the management of the Gap Year Internship Program.
Essential Duties and Responsibilities:
Clinical Operations Management:
Manage all clinical operations across Genesis Orthopedics & Sports Medicine clinical locations.
Develop, implement, and manage Standard Operating Procedures (SOPs).
Evaluate and report on EPIC notes and ensure adherence to EPIC protocols for note writing.
Provide EPIC training to clinical support staff.
Oversee patient care and support, including patient issue resolution.
Ensure clinic leads are effectively managing their respective locations based on outlined roles and responsibilities.
Supervise and coordinate clinical staff, including Medical Assistants, XR Techs, and MRI Techs.
Assist providers with template changes to optimize appointment scheduling and patient access.
Oversee medical equipment maintenance and updates, including Medical Supplies, Reusable tools, XR Machines, MRI machines, and US Machines.
Staff Scheduling and Coverage:
Coordinate staff schedules to maintain adequate clinic coverage and optimize patient flow.
Manage weekly staffing emails.
Manage daily staffing adjustments for callouts and staffing thresholds.
Facility Management:
Oversee the cleanliness and maintenance of clinical facilities to provide a safe and welcoming environment.
Set clinical workflow and organization.
Establish and track End of Day (EOD) tasks for maintaining facilities.
Outline and review signage and posted documents in the waiting room.
Staff Leadership and Supervision:
Lead, mentor, and supervise clinical staff, including Medical Assistants, XR Techs, and MRI Techs, fostering a culture of GOS (Genesis Orthopedics & Sports Medicine).
Conduct 6-month and annual reviews.
Manage Performance Improvement Plans (PIPs) and write-ups.
Conduct individual staff check-in meetings.
Hiring and Onboarding:
Manage the hiring of new clinical staff, including conducting interviews for MA, front desk staff, XR Tech, MRI Tech, and other support staff.
Lead the Intern Hiring Process for the program.
Utilize Workable as employee hiring management software.
Coordinate and oversee training programs for new hires to ensure competency and alignment with clinic protocols.
Create onboarding schedules.
Write onboarding training modules.
Train new clinical staff.
Performance Management:
Manage work schedules, approve time-off requests, and monitor staff performance, providing constructive feedback and support.
Approve ADP time-off requests.
Approve ADP timecards.
Clinical Protocol Management:
Manage and update clinical protocols, including but not limited to:
Beginning of Day (BOD) and End of Day (EOD) protocols
Clinical inbox management
Work notes request processing
Daily DME sheets protocol
DME check-in and dispensement procedures
Custom orthotics ordering process
Inventory Management:
Monitor and maintain inventory of orthopedic supplies and durable medical equipment (DME) for availability and cost-effectiveness.
Oversee Orthoforum onboarding, contract reviews, and account management for BREG and McKesson.
Manage purchasing and inventory of DME, medical supplies, Visco injectables, and PRP kits.
Conduct quarterly DME inventory and generate reconciliation reports.
Facilitate the transition of BREG to mobile with iPads and attend the BREG DME Conference.
Participate in the BREG Impact Business Review and manage Amazon ordering.
Auxiliary Tasks:
Manage Social Climb Reviews.
Address and resolve patient complaints and issues promptly, ensuring patient satisfaction.
Collaborate with executive leadership to develop and execute strategies for practice growth, focusing on serving diverse and underserved populations.
Interdepartmental Coordination:
Coordinate billing codes correction and updates in Medical Charts.
Review All Charts Review Reports for missed billing and documentation.
Manage Managed Care Organization contract compliance reports.
Coordinate schedules with the MF department.
New Clinic Opening/Closure:
Manage new clinic openings.
Participate in weekly new clinics team calls (Fridays).
Tasks as outlined in New Clinic Tracker in Notion.
Manage clinic closures, including redistribution of inventory and supplies, destruction of PHI (XR, Charts, etc.), and disposal of waste and tidying of space.
Gap Year Internship Program:
Program Structure Creator: Establish program goals linking academic and practical healthcare experience, creating a month-by-month calendar for onboarding, training, rotations, and quality improvement projects.
Content Developer: Create syllabus content and resources to support intern learning and problem-solving, utilizing Notion.
Workflow Integrator: Align intern training with Genesis Orthopedics' workflows, exposing interns to various operational roles.
Resource Management: Oversee integration of operational platforms to streamline processes and maintain the intern training checklist in line with clinic operations.
Evaluation Leader: Implement evaluations at 3, 6, and 12 months for continuous performance improvement and professional development planning.
Mentorship Facilitator: Design a peer support system and coach supervisors on mentoring and evaluating interns.
Cultural Champion: Embed Genesis' core values into the program to foster a culture of accountability and professional excellence.
QI Project Mentor: Guide interns through quality improvement projects, ensuring alignment with organizational goals.
Point of Contact: Serve as the liaison between interns and leadership, hosting weekly meetings to address inquiries and facilitate discussions.
Communications Leader: Maintain the digital workspace to ensure updated documentation and support cross-departmental alignment.
Requirements
Qualifications:
Bachelor's degree in healthcare administration, business administration, or a related field preferred.
Minimum of 3 years of experience in a clinical setting, with at least 1+ years in a supervisory or management role.
Experience in orthopedics or sports medicine is a plus.
Skills:
Strong leadership and team management skills.
Excellent organizational and time management skills.
Proficiency managing medication, medical, and office supplies inventory and management
Proficiency in EMR systems (preferably EPIC) and other relevant software (e.g., ADP, Microsoft Office Suite, Notion, Brivo).
Knowledge of clinical operations, workflows, and protocols.
Ability to develop and implement SOPs.
Strong communication and interpersonal skills.
Problem-solving and conflict resolution skills.
Ability to manage multiple tasks and priorities in a fast-paced environment.
Physical Demands:
Will regularly include lifting 25-50 pounds and carrying 100+ feet
Working Conditions:
This role is in-person and the responsibility of the incumbent to be present in various clinic locations across the Chicagoland area 4 or more days per week.
The role includes regular exposure to infectious illnesses in a patient environment with exposure to other blood and bodily fluids
This job will primarily include meetings and duties between the hours of 8a and 5p with needs arising out of standard business hours
Benefits
Benefits:
A mission-driven, collaborative environment focused on ethical innovation in healthcare.
Opportunities to make a tangible impact on the lives of staff and patients alike.
Competitive compensation and benefits aligned with our values of equity and sustainability.
