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Site Administrator

GENERAL DESCRIPTION

The Site Administrator reports to the Director of Operations and under general supervision is responsible for the day-to-day operations of the satellite clinic in order to achieve a smooth flow of patient care. Responsible for administering office activities and services, managing and supervise office staff including assessing training needs for support personnel to achieve maximum productivity within allocated resources. Assists in the implementation and updating of established policies and procedures, performance improvement, environmental and infection control and other regulatory requirements. Addresses patient concerns and provides resolution in a timely manner. Assures compliance and participates in safety procedures and emergency preparedness activities. Collaborates and communicates with other department heads/supervisors to coordinate healthcare services. Effectively communicates with clinic staff and provides updates on policies and procedures or any other updates. Other duties as required in order to achieve organizational goals.

All NHHC employees function as a member of a collaborative health care team to create and maintain a Patient Centered Medical Home where emphasis is on excellent communication, support of the patient is provided and tracked in a culturally competent, behaviorally enhanced setting supported by information technology.

Due to the nature of these projects, it may be necessary to require employees to work extended hours or variations of the usual shift. This is to ensure adequate care of patients, to maintain services to the community and to complete the objective of these projects.

CRITICAL JOB ELEMENTS/PERFORMANCE STANDARDS

1. Must portray a professional image at all times be professional and set the example in dealing with staff, patients, and the general public in person and any other communication (e.g., telephone, email). Demonstrates positive attitude towards patients with good eye contact, pleasant voice, attentive and responsive to their needs.
2. Consults with and advise/inform Clinical Operations Director (COD) concerning clinic administrative issues, needs and opportunities for improvement.
3. Assists in management of personnel including but not limited to recruitment, training, mentoring, counseling, scheduling, assigning staff members, disciplining, and supporting team dynamics. Assists in evaluation performances and initiate or recommend personnel actions.
4. Provides input when developing clinic budget and ensures that clinic operates within allocated funds. Justifies equipment and supply needs. Checks and maintains inventory of equipment material and supplies needed to prevent disruption of clinic operations. Ensure repairs or replacements are addressed and completed. Participate in the evaluation of new products or equipment adhering to established purchasing procedures.
5. Participates in the assessment of staffing needs. Ensures adequate staffing; adjusts staffing as need arises; and assign duties.
6. Ensure provider absence requests are submitted to the medical director at least 6 weeks in advance. Provides pertinent staffing area concerns prior to such absences.
7. Assists in the implementation and maintenance of established policies and procedures, standards of performance and productivity, performance improvement, environmental and infection control and other regulatory requirements.
8. Interprets changes to staff and to medical staff and patients. Assures compliance by staff. Participates in safety procedures and emergency preparedness drills as required.
9. Keeps personnel updated on policy and procedures changes and other matters as they relate to the staff.
10. Confers with Clinical Operations Director and communicates with the affected departments on decisions when there is no established policy or regulation to meet the situation or circumstance. Inform appropriate personnel as required when an emergency arises.
11. Solves problems and grievances, or channels them to the appropriate personnel. Provides an avenue for patient/employee complaints and compliments and ensures documentation is accomplished. Ensure that final feedback is provided to patient/employee.
12. Perform the following duties daily or as needed:

Verifies time sheets for staff, including providers, and ensure they are received in payroll according to schedule.
Patient Surveys: Ensures that patient surveys are routinely available. Collect monthly and provide summary report and corrective action to Clinical Operations Director.
Following through and working on resolving patient concerns on the same day the issues arise to enhance patient satisfaction.
Ensure that clinic hours and after-hours care information are posted on the front door and other pertinent patient/general public information is posted in designated areas and updated timely or as needed.
Ensures completion and timely submission of required reports. Maintain records, report, and collect statistics for administrative and regulatory purposes.
Ensures appropriate protocols are in place concerning:

a. Customer Service Protocols – in person, phone etiquette and any other form of communication
b. Appointment scheduling
c. Reception of Patient Grievance
d. Delays in treatment
e. Walk-ins
f. Appointments/No Shows
g. Patient Confidentiality
h. Advance directives
i. other employee related matters
j. other front office protocols as needed

Ensures clinic is secured: that lights, computers and copy machines are turned off at the end of the day and reports any malfunctions of equipment or facility the Facilities Manager or designee.
Carries out administrative responsibilities or other duties as assigned.

12. Recognizes own role in marketing clinic services by developing positive
Relations with the public in general.
13. Must abide by dress code policy in order to maintain a professional and neat
appearance. (For details see Employee Handbook dress code policy).
14. Will understand and have knowledge of PCMH.
15. Abides by the regulations, protocols, and policies as indicated in the NHHC
Employee Handbook and safety policies, Code of Conduct, and PCMH
guidelines.
16. The employee must actively participate in Performance
Improvement.
17. Must maintain utmost confidentiality and abide by HIPAA regulations and NHHC
protocols.
18. Attends meetings as needed to discuss clinic operation issues and opportunities
for improvement as part of the Performance Improvement Program (i.e., S&I,
Compliance, etc.).

JOB SPECIFICATIONS

Education, Requirements and Experience:

1. Bachelor’s degree in healthcare administration, Business Administration or related field Formal education may be substituted by years of experience in an outpatient healthcare setting. Two years of experience may be substituted for each year of education.
2. Associate’s degree in medical office management plus 5 years of experience in health care setting with progressive responsibility. Possess the ability to plan and execute work and exercise good judgment.
3. Two years’ supervisory experience is strongly preferred.
4. Bilingual in English/Spanish preferred.
5. Working Knowledge as a Customer Service Representative, Billing/Collections, ICD- 10, CPT, and proficiency in Microsoft programs and knowledge with medical practice management program.
6. Prior experience 2 to 5 years’ experience combined in multi-practice specialties including Internal Medicine, Pediatrics, OBGYN, Dental, Psychiatry/Behavioral Health plus allied services and working in a multi-specialty clinic setting /community health setting greatly desired.
7. Oversee average of 30 staff

KNOWLEDGE SKILLS AND ABILITIES:

Excellent communication skills written and verbal to express effectively ideas and views when speaking to groups, center directors, personnel, customers and one on one and communicate orally and in writing in English and Spanish preferred at all levels.
Technical writing and statistical reports writing abilities.
Great organizational, time management skills and ability to prioritize projects, deadlines with day-to-day tasks.
Budgeting skills in order to maintain an effective work environment with allocated resources.
Computer skills and ability to operate software programs in order create memos, spreadsheets and other workplace documentation.
Leadership traits that generate responsible actions to problem solving and make change happen.
Conflict resolution skills to communicate among departments or solve interpersonal conflict.
Team building abilities to keep the workplace and a cohesive clinic staff to achieve a collective goal.
Ability to work in a fast-paced environment and multi-task with attention to detail. Ability to relate to people in a professional manner and establish rapport with customers, staff and vendors.
Ability to interpret verbal and non-verbal behavior to develop accurate perception and understanding of other needs and opinions; to be sensitive to factors in an office environment.
Problem solving skills and abilities to establish and carry out specific courses of action. Ability to take corrective action in solving problems, to identify dimensions of a problem, determines the potential causes and specifies alternative solutions.
Ability to conform to established Center policies and procedures.
Ability to maintain a mature attitude while dealing with interpersonal conflict, disruptions, time demands.

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