Street Medicine & Community Outreach - Program Manager

Description

The SMCO Program Manager provides operational leadership for the daily functioning of the SMCO clinic and oversight of street outreach activities and associated grant-funded programs. This leader helps ensure that every person who encounters SMCO is treated with dignity, respect, compassion, and a genuine belief in their ability to move toward greater stability and wellbeing.

Responsibilities for grant-funded programs include data-entry oversight, partner relationship management, and quality-assurance monitoring to ensure adherence to grant requirements. In collaboration with other clinic leaders, the SMCO Program Manager supports smooth patient flow, effective staffing, high-quality service delivery, and compliance with organizational and regulatory standards while leading community-based efforts to engage individuals experiencing homelessness and connect them with essential resources, including housing, food, health insurance, and healthcare services.

A successful SMCO Program Manager understands that access is more than an appointment. It begins with trust, consistency, and meeting people where they are. This leader designs practical processes that remove barriers to care while preserving each person's voice, choices, privacy, and humanity.

This position blends hands-on operational leadership with lean daily management, continuous improvement, and coordination of community outreach services to expand access to care for underserved populations. The SMCO Program Manager reports to the Director of Clinic Operations and plays a key role in supporting Heritage Health's Patient-Centered Medical Home (PCMH) model of care.

Requirements

Education: 

• Bachelor's degree in healthcare administration, business, or a related field, or an equivalent combination of education and experience

Experience:

• At least four (4) years of progressively responsible clinic or healthcare operations experience.
• Working knowledge of EHRs and practice management systems; Athena preferred.
• Advanced knowledge of insurance application processes, housing resources, mental health services, and community support services in the State of Idaho.
• Knowledge of healthcare regulations, billing, and compliance requirements.
• FQHC or Community Health Center experience preferred.
• Demonstrated ability to build trust with people from varied backgrounds and to lead with humility, steadiness, and respect.

Your Essential Duties:

Street Outreach & Community Engagement

• Lead day-to-day street outreach programming, including staff route planning, client triage, field-based engagement, and linkages to services.
• Create an outreach environment where people feel seen, heard, welcomed, and respected, including during moments of crisis or uncertainty.
• Oversee drop-in center activities such as computer lab access, refreshments, and donation management.
• Build and maintain partnerships with shelters, agencies, schools, nonprofits, healthcare providers, and law enforcement to support unhoused and high-risk individuals.
• Represent the organization in community coalitions, events, and partnership initiatives.
• Coordinate community donation drives and outreach-related volunteer activities.
• Ensure safety protocols and risk-management procedures for field-based operations while supporting trauma-informed, person-centered engagement.

Grant Management & Program Oversight

• Support initiatives funded by HUD, IFHA, PATH, YHDP, and other SMCO or outreach grants.
• Support daily grant workflows, including data collection, documentation, reporting, and ensuring program deliverables are met.
• Participate as needed in meetings with external grant partners and contribute to the development of new grant-funded programs.
• Monitor program performance metrics and support continuous quality improvement.
• Use program data responsibly while remembering that each data point represents a person, a lived experience, and an opportunity to improve service.

Daily Clinic Operations & Flow Management

• Serve as the primary on-site operational leader for the clinic.
• Actively monitor patient flow, wait times, room utilization, and provider throughput throughout the day.
• Identify and remove real-time barriers affecting access, quality, or staff effectiveness.
• Monitor daily clinic processes through observation, reporting, and patient feedback.
• Be visibly present and approachable, helping patients and staff navigate challenges with calm, clarity, and compassion.

Collaboration & Coordination

• Partner closely with MA and CSR leadership to align workflows and reinforce standard work.
• Support providers by ensuring rooms, staff, and supplies are ready for efficient care delivery.
• Coordinate with centralized services, including billing, scheduling, call center, referrals, and care management, to reduce fragmentation and duplication of effort.
• Act as the operational liaison between the clinic and administrative leadership.
• Champion warm handoffs and clear follow-through so people are not left to navigate complex systems alone.

Lean Daily Management & Continuous Improvement

• Lead daily clinic huddles focused on safety, flow, access, quality, staffing, and the human experience of care.
• Maintain visual management boards tracking key operational metrics.
• Use data to identify trends, bottlenecks, and improvement opportunities.
• Participate in and lead PDSA cycles and root-cause analysis on recurring issues.
• Ensure improvements are translated into updated standard work.
• Invite ideas from frontline staff and people receiving services, recognizing that sustainable improvement is built through listening and partnership.

Staffing, Supervision & Staff Development

• In conjunction with designated supervisors, support recruitment, onboarding, training, and development of front-office and back-office staff.
• Execute performance management, discipline, and problem resolution for direct hires.
• Coordinate staffing coverage to ensure safe and effective clinic operations.
• Foster a cooperative, respectful, and positive work environment where staff feel supported, accountable, and connected to the purpose of the work.
• Actively participate in clinic leadership meetings and staff communication.
• Recognize the emotional demands of outreach work and promote healthy boundaries, reflection, teamwork, and appropriate support.

Financial, Administrative & Resource Management

• Support clinic budget management and cost-effective use of resources.
• Oversee purchasing, supplies, and equipment utilization.
• Ensure proper and economical use of clinic facilities and equipment.
• Oversee administrative processes including time sheets, time-off documentation, purchasing documents, and required reports.
• Prepare scheduled and ad hoc operational reports as requested.
• Steward resources thoughtfully so they support reliable care, staff safety, and the greatest possible community impact.

Quality, Compliance & Safety

• Ensure clinic compliance with all relevant federal, state, and organizational regulations and standards.
• Participate in quality-improvement activities and audits.
• Support building and equipment safety and maintenance in coordination with facilities leadership.
• Reinforce Heritage Health's safety culture and ensure staff completion of required training.
• Promptly identify, report, and correct unsafe conditions.
• Balance consistency and accountability with a trauma-informed approach that protects dignity and avoids unnecessary barriers to care.
• Regular and predictable attendance is an essential function of this position.
• Perform miscellaneous job-related duties as assigned.

Your Essential Leadership Duties:

• Foster a person-centered environment and culture that advances the organization's mission, vision, and values.
• Keep the purpose of the work visible: improving access, building trust, and helping people move toward health, dignity, and stability.
• Lead and mentor direct reports so they have the tools, clarity, support, and resources needed to partner effectively with one another, employees, and community partners.
• Practice effective communication through active listening, adaptability, empathy, transparency, and respectful candor.
• Lead by example with self-awareness and curiosity by proactively seeking feedback and modifying behavior accordingly.
• Ensure every team member can work to their fullest potential by driving engagement and accountability, setting goals, providing direction, and recognizing meaningful contributions.
• Foster a trust-based work environment by modeling dignity, respect, fairness, confidentiality, and follow-through.
• Make decisions with courage and compassion, especially when operational needs, individual circumstances, and community realities are complex.

Your Success Factors

• Strong operational judgment and problem-solving skills.
• Ability to lead through influence and collaboration.
• Comfort managing complexity and variability in a fast-paced clinic and community environment.
• Data-driven decision-making grounded in the lived experience of patients, clients, and frontline staff.
• Knowledge of clinic operations, billing, and access workflows.
• Continuous-improvement mindset.
• Strong interpersonal and communication skills.
• Ability to remain calm, positive, and solutions-oriented.
• Authentic commitment to serving people experiencing homelessness with dignity, empathy, consistency, and hope.
• Ability to build trust across clinical teams, community partners, and the people SMCO serves.