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Director of Clinical Operations
POSITION SUMMARY:
This position is responsible for planning, directing, coordinating, and supervising the delivery of primary health care services utilizing a patient centered medical home model, in a community health center environment. The Director oversees a continuously evolving integrated health care delivery system, with specific attention to patient-centered service excellence at all times and an emphasis on preventive care and quality. Areas of oversight include engagement with technological innovations (e.g. EHR, EMR), attention to an increasingly complex regulatory environment, and continuous evaluation of ANHC medical practice needs in order to serve the triple aim of improved health, lower costs and better care.
Additionally, this position supervises and directs the nursing department, including case management, employee health and infection control, according to policies, procedures, philosophy and objectives of the department and Center. Works collaboratively with the Director of Practice Management, Director of Quality Integration, and Director of Revenue Cycle to optimize workflow and for all staff issues and concerns. Assures appropriateness of patient care and development of team.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Oversees staffing planning, recruitment, training, supervision, and performance management for clinic operations personnel, including clinic management and patient access teams.
- Collaborates with clinic leaders to improve patient access through scheduling optimization, panel management, and effective use of clinic space and resources.
- Partners with the Chief Medical Officer to support provider engagement, workflow efficiency, and provider satisfaction.
- Supports operational improvement initiatives to enhance efficiency, reduce variation, and improve patient and staff experience.
- Collaborates with clinic leaders to improve access to care through scheduling strategies, panel management, and effective use of clinic space.
- Oversees patient-facing communication systems, including call center operations, patient messaging platforms, and other patient communication tools, to ensure timely access to care, responsive communication, and a positive patient experience.
- Supports patient experience initiatives and ensures systems are in place for receiving, reviewing, and resolving patient complaints and grievances.
- Uses operational and clinical performance, dashboards, and reports to guide decision-making and identify opportunities for operational and quality improvement.
- Monitors key operational indicators related to patient access, patient flow, provider productivity, quality outcomes, and patient experience.
- Supports population health management efforts, care coordination initiatives, and performance metrics.
- Supports the effective use and ongoing optimization of electronic health records and other healthcare technology platforms used in clinic operations, including scheduling systems, patient registries, reporting tools, telehealth platforms, and care coordination tools.
- Works with clinical, operational, and IT teams to improve workflows, enhance data capture and reporting, and ensure technology systems support efficient care delivery, regulatory requirements, and performance improvement efforts.
- Ensures clinic operations align with applicable regulatory and payer requirements in collaboration with compliance and regulatory leadership.
- Supports operational processes that align with compliance and accreditation standards.
- Oversees staffing planning, recruitment, onboarding, supervision, and performance management for clinical operations staff.
- Implements training processes to support staff competency, workflow consistency, and operational excellence.
- Promotes employee engagement and workforce wellness initiatives that support a positive workplace culture and alignment with the organization’s mission.
- Collaborates with revenue cycle leadership to ensure workflows capture accurate patient registration information, patient demographics, insurance eligibility verification, coordination of benefits, collection of deductibles, co-pays, and co-insurance.
- Develops, manages, and monitors departmental budgets and participates in expense management and resource planning to support efficient clinic operations.
SUPPORTING DUTIES AND RESPONSIBILITIES:
- Represents ANHC as needed at community meetings and stakeholder events
- Maintains professional growth and development through continuing education, participation in professional associations and other activities to stay abreast of current trends and practices.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
Work Experience: Three to five years relevant experience in practice management or health care administration, and a minimum of 3-5 years in a leadership/supervisory role (or an equivalent combination of education and/or experience). Community Health Center experience preferred.
Education, Certification and Licensure: Minimum of bachelor’s degree in healthcare administration or a business-related field. Master’s degree preferred. Three to five year’s progressive supervisory and leadership experience.
Additional Skills & Knowledge: Bilingual preferred
PHYSICAL, SENSORY, ENVIRONMENTAL QUALIFICATIONS:
The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to handle paperwork, operate computer equipment, hear, and communicate effectively both in writing and orally with staff and the public.
Work is performed in a healthcare clinic and office setting. ANHC is a tobacco-free campus.
EQUAL EMPLOYMENT OPPORTUNITY STATEMENT:
Anchorage Neighborhood Health Center provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Anchorage Neighborhood Health Center complies with applicable state and local laws governing non-discrimination in employment in every location in which the organization has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Persons alleging unequal treatment should contact the Chief Human Resources Officer.
The undersigned have read this job description and agree that it defines the position as it currently exists. The undersigned also understands that the above is intended to describe the general content of and requirements for this job. It is not to be considered as an exhaustive statement of duties, responsibilities, or requirements and does not limit the assignment of additional duties at the discretion of the supervisor.
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