Non-Clinical Support Manager

Corbin, KY
Full Time
Patient Support Services
Experienced

Summary: 

The Nonclinical Support Manager is responsible for overseeing the day-to-day nonclinical operations for all locations/sites for the health center ensuring Grace Health runs smoothly and effectively. The position requires knowledge of planning and evaluation, front office protocols, customer service, clinic and practice management, data collection and analysis, community needs assessment, electronic medical records and staff supervision. The NCSM will work directly with the Front Office Leads in development of the Front Office staff including education, competencies, evaluation, performance correction, patient safety and customer service related issues. The NCSM will assist staff in reaching their full potential at each stage of their professional development. The focus will be on developing and enhancing clinical knowledge, technical skills, clinical decision making skills and inter-personal skills that staff use to provide quality services.  
 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

General Management
  • Reporting to the DCO, the NCSM manages nonclinical support operations making recommendations to improve organizational efficiency, contain costs, or improve organizational quality/performance.
  • Analyzes nonclinical support problems within clinics, evaluates solutions, and implements system changes as needed to resolve problems.
  • Training, coaching, mentoring on NextGen, HIPAA, and Customer Service.
  • Handling patient complaints for all nonclinical issues.
  • Routinely works with clients and vendors
  • Reporting to senior management on status inclusive of patient trends and issues.
  • Oversees Sliding Fee Audits.
  • Supports hiring, evaluates, trains, and supervises all front office/team leads at each location.  The NCSM delegate’s responsibility to site specific front office/team leads to monitor day-to-day operations. 
  • Maintains communication with other Grace Health staff to ensure that clinic sites are carrying out the nonclinical support mission and adhering to nonclinical support procedures.

Financial Management
  • Works closely with the SDCO in forecasting and preparing annual budget. 
  • Helps evaluate financial decisions needed for continued nonclinical support success with input from other organizational staff.
  • Ability to understand financial report as it relates to opportunities and challenges to nonclinical support.

Human Resources
  • Participates in recruiting and on-boarding new staff in alignment with HR.
  • Resolves nonclinical support problems and keeps lines of communication open with front office team leads to ensure high productivity and morale.  Ensures that activities occur regularly to boost staff morale.
  • Works closely with Human Resources in maintaining Employee Health issues including but not limited to immunizations and vaccinations.

Compliance & Performance Improvement
  • Participates in maintaining organizational compliance with governmental regulations and industry requirements.  Implements activities to maintain such compliance.
  • Participates in organizational performance improvement programs.
  • Participates in organizational risk management and corporate compliance programs.

OTHER ESSENTIAL DUTIES and RESPONSIBILITIES:
 
  • Grace Health recognizes that managing patient care is a team effort that involves clinical and non-clinical staff.  All employees must embrace a team-based approach to patient care and understand that each role is important to our success. 
  • Team members must demonstrate excellent team communication and coordination to provide quality patient care.
  • Care coordination includes communicating with community organizations, health plans, facilities, and specialists.
  • Care team members understand and embrace the concept of population management and proactively address the needs of patients and families served by this practice. 
  • Team members must demonstrate skill and knowledge related to effective communication with vulnerable patient populations.
  • Team members must participate in Continuous Quality Improvement activities within the organization to ensure patients receive high quality care.
  • All team members will be involved in the process of improving quality incomes.
  • Team members will participate in the review and evaluation processes of practice performance and help to identify opportunities for improvement.
  • Team members will participate in Grace Health's advocacy program.

GENERAL DUTIES:
 
  • Follows policies and procedures of the office, including administrative, clinical, quality assurance, and personnel
  • Maintain good attendance (daily, meetings, and other assignment tasks)
  • Maintain timely documentation of all work assignments
  • Maintain patient confidentiality
  • Routinely keep supervisor informed about attendance and job assignments
  • Flexible in being able to multitask
  • Work effectively and at an efficient pace
  • Work cooperatively with providers, administration, and peers

QUALIFICATION REQUIREMENTS:
 
To perform this job successfully, an individual must be able to assist in advancing Grace Health’s mission and to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SKILLS:
 
  • To perform this job successfully, an individual must be able to assist in advancing Grace Health’s mission and to perform each essential duty satisfactorily.
  • Competent in use of EMR and other software including Excel and database management
  • Proficiency in medical terminology
  • Superior problem-solving skills
  • Excellent analytical, organizational and management skills
  • Excellent interpersonal skills, including strong verbal and written communication skills
  • Experience leading teams and workgroups
  • Ability to work in a team-oriented environment
  • Ability to manage multiple assignments independently
  • Knowledge of community needs and initiatives and/or experience working in a community health setting
  • Represents the company externally to various audiences (clients, professional organizations and official bodies)
  • Valid driver’s license and access to reliable vehicle
  • Knowledge of FQHC
  • Mediation and conflict resolution skills

EDUCATION and/or EXPERIENCE: 
 
  • College degree desired, preferably with a healthcare or life science degree or equivalent experience.
  • Minimum of three (3) years previous health care management experience in a primary care clinic.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear.  The employee frequently is required to stand; walk; sit; and use hands to finger, handle, or feel objects, tools, or controls.  The employee is occasionally required to reach with hands and arms; stoop, kneel, crouch, or crawl; and taste or smell.

The employee must occasionally lift and /or move up to 50 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
 

WORK ENVIRONMENT:

Grace Health is a faith-based, federally qualified community health center (FQHC). We provide primary health services to underserved, underinsured, and uninsured individuals in the southeastern Kentucky region. Our mission is “to show the love and share the truth of Jesus Christ to southeastern Kentucky, through access to compassionate, high-quality, primary health care for the whole person”.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.
 

Grace Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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