County of Monterey
Under administrative direction, oversee, supervise and manage the operation of one or more outpatient clinics.
Positions in this classification series have responsibility for the overall management of one or more outpatient service clinics in the Health Department, Primary Care or the Natividad Medical Center (NMC), Outpatient Services Division. This classification series differs from the higher class of Federally Qualified Health Care (FQHC) Clinics Director in that the latter is responsible for the overall administration of the Primary Care Division that encompasses the three primary care clinics of the Primary Care Division. This classification series differs from the higher class of Outpatient Services Director in that the latter is responsible for the overall administration of all outpatient services clinics for NMC. This classification differs from the lower class of Outpatient Services Manager I in that the latter is responsible for overseeing one or more outpatient clinics, which together provide approximately 1,500 to 2,500 patient visits per month and employ 30 or fewer 30 staff persons.
The Outpatient Services Manager II is responsible for overseeing multiple outpatient clinics, providing both primary and specialty care, which together provide approximately 2,300 or more patient visits per month and employ more than 30 staff persons, performing the full range of management duties under administrative direction.
1. Supervise and direct the work of professional and paraprofessional staff to achieve optimum patient flow and cycle times appropriate for services; interview and select new employees; assure orientation and training for all new employees; monitor staff productivity; schedule work; coordinate reporting of payroll; establish standards and evaluate performance; implement employee disciplinary process as necessary; assure employee competencies and long-term development through regular performance audits and development plans.
2. Ensure quality program management through compliance with federal state and local regulations concerning health care, such as Title 22 of the California Code of Regulations and the Joint Commission on Accreditation of Health Organizations (JCAHO) guidelines; identification of opportunities to improve quality of care; and assessment and improvement of key processes that directly impact on patient services.
3. Provide for fiscal program management, including assisting in implementing and managing grant funded programs, budgets or projects; providing input in the preparation of the annual budget for the clinics; ensuring compliance with Office of Inspector General (OIG) regulatory standards; maintaining data using clinic or hospital computer software, such as Ambulatory Payment Classification (APC) and financial services programs; identifying opportunities to improve financial systems and services for individual clinic units; providing fiscal program and provider productivity reports; assuring that systems support seamless interface with acute and diagnostic services as patients move through Health Department or NMC services and systems of care.
4. Provide excellent customer services, assuring that customer service standards are consistently met or exceeded; conducting on-going patient and provider satisfaction surveys to measure and report performance; providing results to staff; identifying opportunities to improve services and take corrective actions accordingly; maintaining data and providing reports; responding promptly to resolve any patient complaints.
5. Participate in development of services by assuring that any new providers who join the staff are appropriately supported and oriented to the site; assuring that growth opportunities are identified, serving as operations liaison for support services, network and community partners, as new programs are implemented; assuring that growth and improvement opportunities are identified and pursued across all sites; collaborating with appropriate entities or agencies as required.
6. Manage clinic facilities and environment, assuring via other support services, that the facility is maintained in a safe and clean manner and presents a professional environment at all times and that clinic workstations and patient workflow are organized to assure optimal efficiencies.
6. Develop, recommend, implement and interpret new or revised policies, standards and procedures; monitor policies and procedures for compliance with Title 22 regulations and JCAHO standards.
7. Perform other duties as assigned.
A combination of experience, education, and/or training which substantially demonstrates the following knowledge and skills, and the ability to perform a range of duties similar to those listed above in large or small clinics.
1. Principles and practices of outpatient service delivery systems of care.
2. Principles and methods of management organization, budgeting and staffing applicable to health care programs.
3. Applicable federal, State and local laws, rules and regulations; such as Title 22 of the California Code of Regulations and Joint Commission on Accreditation of Health Organizations (JCAHO) guidelines, as they may apply to an outpatient clinic; safety and infection control practices and licensing requirements.
1. Principles of supervision, including training, directing, evaluating and supervising staff.
2. Management systems and concepts.
3. Fiscal management, coding and reimbursement systems for outpatient services regulated by the Office of the Inspector General (for positions in NMC, Outpatient Clinics).
4. Federal Guidelines for Medicaid/Medi-Cal community clinics (for positions in Health Department, Primary Care Clinics).
5. Laws pertaining to health care services in the State of California
6. Quality improvement principles and practices.
1. Plan, organize, direct, schedule, set performance standards and evaluate the work of a multi-disciplinary staff
2. Devise and adapt work procedures and processes to meet changing needs
3. Understand, interpret, explain and apply laws, regulations, policies and written and oral directions
4. Effectively solve problems and follow up on all patient complaints and staff concerns.
5. Prepare and present clear and concise reports, instructions and correspondence.
6. Design and deliver in-service education and training programs and assess their effectiveness.
7. Provide excellent and courteous customer service and establish and maintain effective working relationships with those contacted during the course of work.
8. Identify and report significant opportunities to improve overall service for quality of care to administrator or director of division.
Class Code: 14A _ _ Bargaining Unit: X
Established: March 2001 EEO Category: P
Work Group: 07