Manager 2 - Ambulatory Services Concierge Medicine

Job Description Summary

The Manager of Ambulatory Services is responsible for overseeing the day to day clinic operations within MUSC Health Ambulatory clinics. In collaboration with ICCE Department leaders and other leaders, the Manager ensures effective operations and proactively assesses and implements appropriate processes to ensure that all facets of ambulatory clinic management are effectively addressed. The Manager works collaboratively with physicians, nurses, and staff to ensure timely patient access to care, operational efficiency, practice optimization, fiscal integrity, and to foster the delivery of a quality patient care experience. In addition to being responsible for daily clinical operations, the Manager is also responsible for clinical outcomes, fiscal stewardship, staff growth/retention, process improvement, metrics reporting and development and quality of patient care.

Entity

Carolina Family Care, Inc. (CFC)

Worker Type

Employee

Worker Sub-Type​

Regular

Cost Center

CC004464 CFC PC MUSC Accel

Pay Rate Type

Salary

Pay Grade

Health-32

Scheduled Weekly Hours

40

Work Shift

Job Description

Job Duties:

10% - Manages the clinic workforce and complete job postings, interviewing, hiring, orientation, performance management, corrective actions including termination, resolving staff conflict, continuous staff development and training to ensure best practice and quality care is delivered. Develops staff through continuous coaching, mentoring, and providing ongoing leadership.

15% - Monitor compliance with standards of care by observation, verbal reports, audits, and written documentation. Provide feedback to staff, manager, and engage the Nursing Professional Development team, if needed, to develop additional training and actions plans to increase compliance and implement actions to correct identified deficiencies.

20% - Responsible for designing, executing, and managing comprehensive concierge services that are tailored to meet the needs of patients and their families.

• Develops and maintains service standards and protocols to build strong relationships and ensure a high-quality experience at every touch point.
• Researches and analyzes treads to identify opportunities to increase program offerings and remain competitive in the market.
• Partners with key stakeholders to ensure cohesive communication and alignment.
• Leads the Joint Operation Council made up of key executive leaders.
• Reports key metrics consistently to ensure statewide programmatic success.

20% - Actively and effectively function in a leadership role as directed.

• Demonstrate high standards of patient care and function as a role model for others.
• Delegate appropriately to others.
• Facilitate positive group relationships by promoting teamwork.
• Contribute to department development by supporting change and offering suggestions.
• Demonstrate awareness of department budget and be a good steward of resources.
• Consistently meet the needs of patients and internal customers in a timely manner.
• Demonstrate fiscal accountability while providing quality care.
• Guides staff to appropriately manage conflict, ongoing problems and departmental issues.
• Provide coverage during staff absence to address department specific concerns.
• Monitor daily staff levels and adjust down or up based on volumes.
• Engage in SHIELD follow-up as required.

20% - Manages day to day operations to include ongoing review and evaluation of operational challenges. Recommends measures to improve performance and increase efficiencies in the office. Assured new providers and team members are provided with a comprehensive on-boarding experience. Continuously monitors compliance. Holds monthly staff and provider meetings. Follows up timely and provides clear and concise communication.

15% - Utilize established outcome measures to establish best practice as it relates to operational workflows, policies and protocols. Review and update regularly as well as facilitate medical director review, approval and signature at a minimum of yearly if not sooner when indicated.

• Promote effective and efficient use of Protocols when applicable.
• Collaborate with the regulatory, infection prevention and human resources as needed.
• Manage resources to promote and target the best clinical outcomes for patients.
• Collaborate with all departments to ensure appropriate equipment and supplies are available and in good working order.

Skills

• Extensive knowledge of the unit's patient population, health care trends, community and regional resources and service availability to these populations.
• An ability to establish working relationships with diverse groups and individual, medical staff and other health care disciplines.
• Demonstrated ability to work and communicate effectively with physicians, patients and staff; talent for motivating teams and individuals to accomplish goals
• Strong problem-solving, analytical skills and interpersonal skills
• Experience in leading teams, coaching/motivating staff, knowledge of financial systems and analysis, computer systems, and applications.
• Effective verbal and written communication skills and strong decision making and organizational skills are essential.
• Proficiency in Microsoft Office with emphasis on Excel and pivot tables and experience with practice management software preferred.
• Experience with development and review of Profit & Loss statements, and the budgetary process preferred.
• Proven track record in customer satisfaction and employee satisfaction.
• Skilled at taking teams to the next level through effective leadership, empowerment, and management.
• Skilled in personnel management, organizing, planning, exercising initiative, judgment, problem solving, decision-making, development and maintaining effective relationships with providers, clinical and clerical staff, patients and the public.
• Skilled in analyzing situations accurately and taking effective action.
• Strong interpersonal skills.
• Skilled in organizing work, prioritizing, and achieving goals and objectives.
• Knowledge of EHR.
• Participate in patient care as needed.

Additional Job Description

Minimum Required Education and Experience:

Education: Bachelor's degree in Business Management or related field required.
Experience: Minimum 2+ years of prior healthcare leadership experience required.

Physical Requirements: 

Continuous requirements are to perform job functions while standing, walking, and sitting. Ability to bend at the waist, kneel, climb stairs, reach in all directions, fully use both hands and legs, possess good finger dexterity, perform repetitive motions with hands/wrists/elbows and shoulders, reach in all directions. Maintain 20/40 vision corrected, see and recognize objects close at hand and at a distance, work in a latex safe environment and work indoors.  Frequently lift and/or carry objects weighing 20 lbs (+/-) unassisted. Lift from 36” to overhead 15 lbs. Infrequently work in dusty areas and confined/cramped spaces.  

If you like working with energetic enthusiastic individuals, you will enjoy your career with us!

The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.

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