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About the Role

The Clinic Operations Manager (COM) is responsible for overseeing the day-to-day operations of the health center. This role implements procedures to optimize patient care, ensures proper staff training, facilitates efficient billing processes, manages scheduling and front-end documentation workflows, and ensures optimal customer service. The COM proactively addresses issues to ensure smooth clinic operations.

Responsibilities

Ensure and facilitate coverage for professional and accurate scheduling of patient appointments across all onsite operations.
Assist Clinic Director with oversight of front desk staff and Intake Specialist.
Monitor and ensure compliance with patient follow-up NCC and CM appointment policy and procedures.
Cover and support Patient Care Coordinator as needed.
Manage inventory of office supplies and client concessions.
Ensure timely mail pickup, delivery, and distribution.
Oversee patient scanning volume and ensure regular upkeep and labeling of all documents in electronic medical record systems.
Maintain a clean, presentable, and functioning office space.
Contribute to daily huddles.
Provide administrative support to Clinic Director.
Understand customer needs, provide service and problem resolution, and escalate to Clinic Director as needed.
Set a calm and organized tone for the front desk area and waiting room.
Assist with coordination of clinic coverage.
Meet the expectations of internal and external customers, working to create a positive experience for all.
Help ensure front desk and other staff are trained in customer service, de-escalation, and agency values.
Facilitate the distribution, documentation, and reconciliation of metro cards.
Ensure patient co-pays are collected.
Participate in Staff, Leadership and other collaborative meetings.
Cover for the front desk when needed, including scheduling appointments, verifying insurances, and answering phones.
Ensure front desk facilitates follow-up appointments for every patient where required by provider.
Perform additional duties and support office staff when needed.
Work in collaboration with Clinic Director on administrative tasks.
Read and adhere to all organizational policies and procedures and follow Employee Handbook guidelines.
Maintain inventory, reconciliation, and ordering of UND cards remanded and ensure proper documentation.
Audit patient information in electronic medical record for accuracy.
Collaborate with Community Partnerships and other internal departments to maximize patient visits and relationships.
Participate in quarterly advocacy.
Adhere to and participate in the mandatory HIPAA / Privacy Program and Employee Compliance Program.
Escalate all clinical and/or operations questions/issues to Clinic Director and/or Director of Healthcare Operations as necessary.
Adhere to Housing Works Core Values: All-In, Stronger Together, Membership, High Performance.

Requirements

Associate's degree or higher.
Proficiency with Microsoft Office Suite, electronic health records (EHRs), and data management systems.
Strong organizational, analytical, and problem-solving skills with exceptional attention to detail.
Excellent written and verbal communication skills.
Ability to manage multiple priorities while maintaining confidentiality, professionalism, and accuracy.
Strong organizational and time management skills.
Excellent communication and interpersonal abilities.
Ability to manage multiple priorities.
Knowledge of healthcare operations, scheduling systems, insurance verification.
Ability to make data entries into programs database such as ECW, AIRS, e-Share, EiCare.
Knowledge of E-Clinical works EMR and data collection.
Skilled with health insurance navigation and documentation.
Good verbal, written, communication and interpersonal skills.
Use of computer software -- Microsoft Office Suite including Word and Outlook calendaring, and Excel.
Preference for individuals with experience working in a community-based setting, particularly with patients who are LGTBQIA+, and/or have experienced homelessness, substance use, and/or mental health challenges.

Skills

Microsoft Office Suite
Electronic Health Records (EHRs)
Data Management Systems
Organizational Skills
Analytical Skills
Problem-Solving Skills
Attention to Detail
Written Communication Skills
Verbal Communication Skills
Time Management Skills
Interpersonal Abilities
Healthcare Operations Knowledge
Scheduling Systems Knowledge
Insurance Verification Knowledge
Data Entry
E-Clinical Works EMR
Data Collection
Health Insurance Navigation
Documentation
Customer Service
De-escalation

Education Level

Associate's degree or higher

Salary/Compensations

$60,000-$65,000/annually

Benefits

Three comprehensive healthcare plans with partial employer coverage.
Immediate PTO accrual, up to 30 days in the first year.
Educational benefit for tuition loan reimbursement, tuition costs, and textbooks.

About the Company

Housing Works was founded in 1990 with a long-term commitment to AIDS advocacy.
Established New York State’s first harm reduction-based, OASAS-licensed outpatient drug treatment program.
Services include Health Home care management, behavioral health, and syringe exchange programs.
Operates 10 high-end thrift shops in Manhattan and Brooklyn and a Bookstore Cafe in Soho.
Fights for funding and legislation to ensure that all people living with HIV/AIDS have access to quality housing, healthcare, HIV prevention, and treatment, among other lifesaving services.

Equal Opportunity

Housing Works provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
Complies with applicable state and local laws governing nondiscrimination in employment.
Does not request prior salary information during the hiring process.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.