Assistant Center Manager - North Little Rock/Little Rock

About the role

POSITION SUMMARY

The Assistant Center Manager manages the day-to-day workflow of the front office and clinical staff areas to ensure efficient delivery of high-quality clinical care and operational excellence for patients

PRIMARY RESPONSIBILITIES:

• Provides people management leadership, staff supervision, delegation and performance management. Manages the center’s day-to-day operations in the absence of the Center Manager

• Is cross-trained in all non-provider roles (e.g. – Patient Experience Associate, Care Coordinator, Medical Assistant) for the assigned clinic of responsibility. Serve as a backup for these roles as needed due to staffing vacancies, including vacations, illnesses, lunches, etc. Assist with recruiting, retaining & developing a high-performing team

• Effectively trains and onboards new Patient Experience Associate and Care Coordinator staff. Is a lead point of contact for questions and ongoing training needs.

• Provides quality program leadership for assigned center. Is a designated quality champion and acts as a go-to resource for clinic staff. Assists with quarterly quality audits.

• Assist with patient triage and high-risk patient coordination.

Leads patient experience efforts at assigned clinic. Helps to resolve complaints and performs service recovery to retain the patient, as needed

• Ensure patient information remains secure and confidential.

• Maintains a safe, secure, and healthy work environment by following Sage Health policy and procedures and complying with legal regulations.

• Assists with building and maintaining the center staffing schedule. Adjusts as needed for PTO, leaves of absence, open position vacancies, etc.

• Monitor the daily performance of clinic team members to ensure duties are completed accurately, efficiently, and timely. Monitor and control overtime.

• Coach, mentor & deliver timely performance feedback. Collaborates with center and market leadership team members and Human Resources regarding employee-related matters.

• Partners with the Market Clinical Manager, Center Primary Care Physician, and Center Manager in interviewing and selecting clinic staff (i.e., medical assistants, PEA, echo tech, etc).

• Assists care team with maintaining patient flow to ensure patients are seen timely and efficiently.

• Conduct clinic staff meetings in the absence of the Center Manager

• Attend clinical meetings and timely relays pertinent information to clinic team members.

• Maintain a collaborative relationship with center providers to address areas of opportunity for improvement i.e. medical cost management, patient experience, etc. Escalate areas of concern as appropriate to the Market Operations Director and Market Medical Director.

• Develop, coordinate, and enforce systems, policies, procedures, and productivity standards.

• Promote a positive work environment where team members willingly serve each other.

• Supports the clinical team in providing concierge-level care coordination to patients.

• Maintain excellent communication and effective working relationships with patients, providers, clinical and clerical team members, i.e., care coordinators, community outreach specialists, patient experience associates, etc.

• Maintains a state of readiness for health plan audits and local, state, and federal inspections, i.e., CLIA, OSHA, etc.

• Perform other duties as assigned.

Qualifications

REQUIRED QUALIFICATIONS:

• HS Diploma/GED

• Current Basic Life Support certification

• 5+ years of medical office experience

• Supervisory or management experience, or completion of Sage Health internal career ladder progression.

• Strong clinical assessment skills and experience with chronic disease management

• Experienced working in medically underserved/culturally diverse communities

• Excellent interpersonal, written, and verbal communication skills

• Experience with Microsoft Office Word, Outlook, and Excel.

• Demonstrates competency and skills to serve a diverse geriatric population.

PREFERRED QUALIFICATIONS:

• Associate’s or Bachelor’s degree in healthcare administration, health services administration, or similar.

• Managed care experience, i.e., Medicare HMO, D-SNP

• Experience working with electronic health records systems.

• Motivational interviewing

• Bilingual Spanish and English

Reports To: Center Manager