ORGANIZATION

The mission of Ravenswood Family Health Network (RFHN) is to improve the health of the community by providing culturally sensitive, integrated primary and preventative health care to all, regardless of ability to pay or immigration status, and collaborating with community partners to address the social determinants of health.

Position Summary

Under the general direction of the Clinic Site Operations Manager, the Clinic Site Assistant Manager leads clinical operations and patient services across the Palo Alto, Mountain View, and Sunnyvale clinic locations to drive operational excellence. Primary areas of focus include delivering:

• Exceptional patient experience throughout the patient journey;
• Above benchmark patient outcomes;
• A high performing and motivated workforce, and
• Financial stewardship.
  
  

This position is responsible for supervising each of the Clinic Site Supervisors, who in turn directly supervise primary care Medical Assistant Lead/Flow Coordinators, Medical Assistants, and back office support staff as well as generally supervise all other clinic site support staff and volunteers. The Assistant Manager ensures appropriate staffing for clinical support and works with the Clinic Site Supervisors to ensure orientation, training, competency testing, and performance evaluation of support staff occurs in adherence to all policies and standards. Additionally, responsible for oversight of support staff scheduling, meeting productivity goals, operational management, and process improvement to support departmental and organizational strategic, quality, and regulatory goals and objectives.

The Clinic Site Assistant Manager is a member of the Management Team, and a member of the operations and clinical team supporting PCMH standards and practices. In addition, they participate in performance improvement activities and uphold the mission and vision of RFHN in the performance of their work.

Duties And Responsibilities

To be performed in accordance with RFHN Policies and Procedures

Operations (40%):

• Works in partnership with leadership peers to drive operational excellence across the patient journey, delivering an exceptional patient experience and outcomes.
• Drives the culture of the department in alignment with the organization’s mission, vision, and values.
• Ensures daily efficient clinic site patient flow, to meet clinical and operational goals, in a culturally competent, professional, and courteous manner that promotes customer satisfaction.
• Promotes employee and patient safety needs, communicating these needs with recommendations, as appropriate, to the Operations Manager.
• Manages and resolves patient complaints, documents, and responds in accordance with the clinic's policies and procedures.
• Oversees coordination of clinic site provider and nursing schedules to ensure that all changes are properly communicated and workflow is smooth.
• Participates in initiatives, projects and programs related to monitoring, maintaining and/or improving Clinical Quality Measures (CQMs), Pay-for-Performance (P4P) measures, as well as other clinical metrics to ensure the Palo Alto, Mountain View, and Sunnyvale sites achieve the goals assigned by Health Plans and other regulatory bodies.
• Assesses and anticipates departmental needs in order to foster a smooth workflow.
  
  

Supervision (40%):

• General supervision of 7-10 staff members.
• Directly supervises Clinic Site Supervisors, trains and supports these supervisors, holds them accountable for their supervision of the Medical Assistant Lead/Flow Coordinators, Medical Assistants, back office support staff, SCIFs, and all other clinic site support staff and volunteers to ensure efficient and effective delivery of patient services.
• On a regular basis, provides clear direction to direct reports on setting expectations, providing feedback, coaching, and guidance of clinic site support staff.
• Conducts daily, weekly, and monthly group and individual staff meetings with direct reports, clinical support and allied health staff to discuss clinic performance and operational issues, improvement activities, policies, and procedures.
• Holds the Clinic Site Supervisors accountable for monitoring support staff work assignments and for the effective and efficient daily operations of the Palo Alto, Mountain View, and Sunnyvale clinics.
• Evaluates performance and recommends merit increases, promotions, and disciplinary actions; with input and participation from the Clinic Site Supervisors, conducts position performance evaluations on an annual basis.
• Approves Clinic Site Supervisor leave requests and bi-weekly payroll timecards; covers timecard management for supervisors in their absence.
• In coordination with Clinic Site Supervisors, resolves staff performance issues and complaints in accordance with the clinic's policies and procedures; escalates as appropriate.
  

Administrative Duties (10%):

• Meets regularly with the Operations Manager, Associate Medical Directors, Operations Team, and other Managers to drive organizational results.
• In coordination with Staff Development Team and Clinic Site Supervisors, identifies training and development needs, and arranges or conducts in-services as needed.
• Helps establish/implement goals, objectives, policies, procedures, and systems for assigned administrative areas.
• Participates in the planning, development, and implementation of system improvements.
• Performs other duties and projects as requested.
• Drafts, updates, and monitors appropriate procedures to implement clinic strategic goals, objectives, and policies pertaining to the patient journey across the Palo Alto, Mountain View, and Sunnyvale sites.
  
  

General Agency Duties (10%):

• Fosters an environment that promotes trust and cooperation among patients and staff; maintains strictest confidentiality concerning all patient and employee information.
• Promotes and exemplifies in action, the mission, goals, policies, procedures and principles of RFHN to supervisees and other clinic staff.
• Participates in outreach activities, agency advocacy, and serves on ad hoc committees, as requested.
• Other duties as assigned and requested.
  
  

Qualifications

• Bachelor's degree in health or business administration with one (1) year minimum supervisory experience in outpatient clinics, community health centers, or physician office – OR – three (3) years minimum previous supervisory and management experience in outpatient clinics, community health centers, or physician office.
• Licenses: RN, LVN, Medical Assistant or other clinical background highly desirable.
• Ability to communicate effectively both verbally and in writing in a professional manner; Spanish language competency highly preferred to facilitate communication with patients and employees.
• Computer literacy required; familiarity with the use of Microsoft Windows.
• Experience with the implementation and utilization of electronic practice management systems. Knowledge of the principles of practice management systems required.
• Demonstrated knowledge and experience in the effective and efficient delivery of outpatient clinic operations.
• Ability to take initiative and to exercise independent and sensible judgment; demonstrates decision-making and problem-solving expertise.
• Ability to provide proactive, positive, calm and overall effective leadership for the clinic staff in the delivery of day to day back office clinic services.
• Demonstrated ability to motivate, supervise, train and work respectfully and effectively with a culturally diverse clinic staff.
• Ability to collaborate and work effectively with the management team, patients, the public, community members and external agencies.
• Must adhere to standards of confidentiality.
• Up to date with COVID-19 vaccines per current CDC guidelines strongly recommended.
  
  

The salary range for this position is $90,000 to $100,000 annually. However, the final base salary will be determined upon a number of individualized factors such as (but not limited to) the scope and responsibilities of the position, job-related knowledge, skills, experience, education and certification levels, and departmental budget. We also consider internal equity with our current employees when making final offers.

Ravenswood Family Health Network is an equal opportunity employer.