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.
