Outpatient Clinic Manager

About the role

Functions as a key member of the ambulatory operations team responsible for pediatric subspecialty clinical services. Under minimal supervision, manages operational aspects of clinic staffing and flow, oversees clinic staff and ensures that the staff, equipment, and resources all support the provision of excellent clinical care. As part of the ambulatory operations team, assists in establishing and improving processes to optimize clinic efficiency and quality. Reports to the Associate Director of Ambulatory Operations. Partners effectively with key stakeholders, including department and community care providers and Primary Children’s Hospital to enhance delivery of care.

The ambulatory group in the Department consists of 13 pediatric subspecialty divisions and service lines that practice primarily at Eccles Primary Children’s Outpatient Services building (PCOS), Primary Children’s Hospital (PCH) Riverton, PCH Layton, Miller Primary Children’s Lehi, and some satellite clinics. The pediatric ambulatory clinics at PCH operate in clinic space that is leased from PCH and used in conjunction with PCH and other University and community pediatric providers.

The Department of Pediatrics is the second largest department in the University of Utah School of Medicine and one of the largest pediatric departments in the country. We are committed to improving the lives of children through excellence in advocacy, education, research, and clinical care. For more information about the Department of Pediatrics, please visit: http://medicine.utah.edu/pediatrics/.

Responsibilities

• Operations: Provide daily management, oversight, and problem-solving in clinical flow and staffing. Use resources effectively to support clinical operations financial goals. Work closely with department leadership and Associate Director of Ambulatory Operations to implement and advise on strategic plans and goals. Foster a culture of professionalism and engagement. Utilize participative management models and shared decision making to develop recommendations or decisions on aspects of operations. Proactively identify areas for improvement and work with department leadership on proposals. Market and promote new and existing programs and services to internal and external customers. Forecast, develop, and implement policies and procedures in the areas of customer service, staffing, and budgetary goals and objectives that are consistent with University of Utah’s policies.
• Clinical Services: Oversee hiring, training, orientation, and professional development of clinical support staff and assigned division clinical staff. Monitor patient volumes, quality of care, and performance of staff to identify areas for improvement. Promote competency of clinic support staff through the development and coordination of educational programs and training, competency standards, and evaluation processes. Assist in development of guidelines for documentation and care planning based on current clinical and research information. Ensure clinical staff performance and compliance with all internal and external standards. Take a leadership role in quality improvement.
• Patient Experience: Promote customer satisfaction through analyzing complaints, concerns, and feedback, and providing appropriate follow-up. Facilitate cooperative and collaborative team, department, and institutional relationships to continuously improve and enhance patient experience. Lead Quality Improvement initiatives related to improving the patient experience. Ensure staff successfully implement initiatives. Routinely report out on patient experience survey scores to staff, division leadership, and administration leadership.
• Physician and Staff Engagement: Collaborate effectively with division chiefs and clinical experts to ensure consistency and quality in clinical care. Conduct routine meetings with division leadership, report out on KPIs related to patient experience and clinical efficiency. Present data regarding space utilization, staffing, and physician load leveling. Mentor, develop, and support staff. Evaluate and recommend staff leadership roles and opportunities. Lead QI initiatives and enhance the care coordination efforts of the clinical care team, which consists of medical assistants, healthcare assistants, diagnostic technicians, patient service representatives, nurses, advanced practitioners, and providers. Develop departmental strategies consistent with the assigned department’s continuous quality improvement program.

Requirements

• Bachelor’s degree in a related area or equivalency (one year of education can be substituted for two years of related work experience).
• Four to five years of progressively more responsible management experience.
• Background knowledge of hiring department’s area of specialization in order to analyze, plan, and draw conclusions for recommendations to superiors.
• Demonstrated leadership skills in planning and directing employees and processes in order to effectively monitor and develop subordinates and to ensure the smooth operation of the department.
• Completion of provided supervisory training within one year of employment may be required.
• Master’s degree in a related area may be preferred.
• This position is patient-sensitive and must fulfill all associated requirements. We protect our patients, coworkers, and community by requiring all patient-sensitive employees to be immunized according to CDC standards and hospital policy. Limited exemptions may be made for documented medical contraindications or religious beliefs that object to vaccinations.
• Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.

Preferences

• MBA or MHA degree.
• Previous experience in clinical operations, leading MAs, leading process improvement projects, and working with RNs and providers.

Benefits

• Excellent health care coverage at affordable rates.
• 14.2% retirement contributions.
• Generous paid leave time.
• 11 paid holidays per year.
• 50% tuition reduction for employees, spouses, and dependent children.
• Flex spending accounts.
• University-provided basic employee life insurance coverage equal to a salary of up to $25,000.
• Variety of elective insurance coverage, including life insurance, short- and long-term disability, accidental death & dismemberment, accident, critical illness, hospital indemnity, and pet.
• Free transit on most UTA services.
• Employee discounts on a variety of products and services, including cell phones & plans, entertainment, health and fitness, restaurants, retail, and travel.
• Professional development opportunities.

Additional benefits information is available at https://benefits.utah.edu/.