Center Clinical Manager

About the role

The Center Clinical Manager (CCM) is an active leadership role responsible for the day-to-day management of back office center operations, including clinical quality, compliance, human resources, patient experience, and direct team member supervision. The incumbent oversees hiring, performance management, training, and daily functions of center team members such as Care Promoters (all levels), Pharmacy/Medication Technicians, and X-ray Technicians. This role collaborates with Center Leadership to design and implement clinical operation strategies that help the center meet or exceed organizational goals, requiring thorough knowledge of healthcare data analytics, clinical protocols, and leadership.

Responsibilities

• Collaborates with Center and Divisional leaders to provide VIP service to patients, family members, and staff.
• In partnership with Center leadership, manages clinical operations to ensure organizational objectives relative to clinical performance metrics, growth strategy, and membership goals are regularly met and/or exceeded.
• Ensures proper back office staffing scheduling, approves staff payroll and PTO, plans for and manages staffing shortages.
• Performs direct patient care duties as/when needed, including all duties, roles, and responsibilities of a Care Promoter.
• Uses data analytics and dashboards to assist with the development and execution of business strategies that increase revenue and quality ratings (HEDIS/STARS/Clinical Gaps) and support the core model.
• Develops protocols and procedures to improve staff productivity.
• Collaborates with PCPs to coach and manage clinical staff performance; implements progressive improvement plans and disciplinary action when needed.
• Manages medical equipment and supply inventory; ensures availability and proper preventative maintenance of emergency equipment; troubleshoots malfunctions, initiates service and repair requests, and inspects new equipment.
• Ensures key performance targets are met, including KPI metrics, wait times, patient experience, and staff engagement and turnover.
• Leads high-quality selection, hiring, and ongoing training and education for clinical staff and Pharmacy/Medication Technicians; facilitates orientation and onboarding of new clinical team members ensuring full training in philosophy of care, patient flow, and clinical competencies.
• Ensures regulatory compliance with OSHA, HIPAA, and other governing agencies; enforces clinical and quality standards and internal audit requirements of ChenMed.
• Completes all required training to dispense medications from medication room.
• Performs other duties as assigned and modified at manager’s discretion.

Requirements

• Highly developed healthcare operations and clinical acumen.
• Superb knowledge and understanding of general clinical operations, practices, techniques, medical products, processes, and procedures.
• Advanced skill in screening patients, medication administration, wound care, vital signs, and drawing blood and other specimens for laboratory work.
• Excellent oral and written communication skills.
• Excellent leadership, interpersonal, and organizational skills; able to effectively coach, mentor, inspire, and encourage top performance.
• Proven ability to consistently meet and regularly exceed organizational metrics.
• Ability to nurture and maintain high clinical staff engagement and low turnover.
• Ability to effectively collaborate and influence team members, including PCPs, Providers, Specialists, market/region/division leaders, center and dyad leaders, nursing staff, and front office staff.
• Capability to effectively resolve problems and achieve team goals.
• Ability to efficiently multi-task, seamlessly shift priorities, and manage multiple projects in tandem.
• Ability to be and remain calm and flexible in busy or stressful situations.
• Detail-oriented to ensure accuracy of patient care, staff scheduling, and other pertinent duties.
• Customer-focused, compassionate, and empathetic with the patient population and their family members.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook); competent in other systems required for the position.
• Ability and willingness to travel locally, regionally, and/or nationwide up to 10% of the time.
• Spoken and written fluency in English; bilingual a plus (Spanish/Creole).
• This job requires use and exercise of independent judgment.

Qualifications

• High school diploma or GED equivalent required.
• BA/BS degree in Business or Healthcare Administration or a healthcare-related field preferred.
• Active and good standing Licensed Practical Nurse (LPN) in current state of employment OR a nationally accredited Certified Medical Assistant required; other clinical licensure/certifications above the minimum requirement may also be considered.
• Minimum of 5 years progressive work experience in a medical clinic, hospital, or similarly regulated healthcare environment required.
• Minimum of 2 years management experience with direct reports required; in a medical clinic, hospital, or similarly regulated environment strongly preferred.
• IV Therapy certification for LPNs where required by State Board of Nursing.
• Basic Life Support (BLS) certification from the American Heart Association (AHA) or American Red Cross required within first 90 days of employment.
• Experience working with geriatric patients is preferred.
• EMR system experience a plus.

Pay

Base salary range: $54,358 – $77,655 per year (full-time). Final compensation depends on experience, education, geographic location, and other relevant factors. This position may also be eligible for bonuses or commissions.

Benefits

Comprehensive benefits package details are available at ChenMed benefits documents.