Clinic Operations Manager

326 W48th St
326 W 48th Street
New York, NY 10036, USA

326 W48th St
326 W 48th Street
New York, NY 10036, USA

Compensation Range: $55,000-$60,000/annually commensurate with experience

Benefits:
We have three comprehensive healthcare plans to choose from based on your priorities and budget. Housing Works covers most of the plan; you pay a portion, based on your salary. Staff begins accruing PTO immediately for a total of up to 30 days earned in the first year. We offer employees an educational benefit. This money is available for tuition loan reimbursement, tuition costs, and text books.

Overview:

The Clinic Operations Manager will be responsible for overseeing the clinic's daily operations, including billing processes, managing denials and self-pay accounts, ensuring proper scheduling and documentation, and handling daily reporting.

Primary Responsibilities:

• Ensure professional, efficient, and accurate scheduling of patient appointments across all clinics, providing coverage as needed.
• Oversee adherence to the Housing Works Patient No-Show Policy and Procedures.
• Provide coverage and support for the Health Center Director, Patient Care Coordinator, and Scheduling Manager during PTO and as needed.
• Answer all incoming calls in a courteous and professional manner, directing them to the appropriate person or department.
• Collaborate with the Director of Credentialing to monitor and follow up on provider and clinical staff credentials.
• Manage inventory of office supplies and client concessions.
• Oversee mail pickups and deliveries to branch offices.
• Supervise scanning volume, ensuring proper upkeep and labeling of all documents in eCW and eIcare.
• Greet visitors and coordinate interviews and meetings as needed.
• Maintain a clean, organized, and functional office space, ensuring all exam rooms are prepared for daily operations.
• Provide administrative support to the Health Center Director.
• Must be able to provide strengths-based, gender-affirming, trauma informed, low-threshold/ harm reduction-aligned healthcare to patients with diverse identities and lived experiences

Secondary Responsibilities:

• Registration, Scheduling & Administrative/Quality Assurance
• Assist and coordinate coverage between clinics as needed.
• Ensure a positive experience for internal and external customers by meeting expectations and maintaining high service standards.
• Understand client needs, provide effective support, de-escalate clinic concerns, and report issues to the Health Center Director as necessary.
• Ensure all direct reports receive training in customer service best practices, de-escalation techniques, and agency values.
• Open and process all incoming mail.
• Oversee the distribution, documentation, and reconciliation of Metro Cards.
• Ensure all new clients are properly entered into eCW and eIcare, including MRN, SSN, and PRAPARE data.
• Assist in distributing Undetectables (UND) gift cards to eligible clients and ensure proper documentation in eCW and eIcare.
• Prepare the daily huddle sheet and participate in morning huddles with providers, medical assistants, front desk staff, medical case managers, and the nurse manager. Provide coverage for running the huddle as needed.
• Participate in data collection and daily reporting, including but not limited to:
  • Primary Care, Psychiatry, OASAS, and OMH clinic visits
  • Profitability tracking (e.g., monitoring reimbursement rates for billable visits)
  • Department QI/UND meetings, including minute-taking
  • Collaboration with the billing department to resolve billing and coding errors
• Provide coverage for the Patient Service Representative as needed, including front desk duties, scheduling appointments, and answering phones.
• Perform additional administrative duties and support office staff as required.

HR & Compliance Responsibilities:

• Directly supervise the operations team, including Patient Service Representatives, Intake Specialists, and Referral Specialists.
• Coordinate all subpoenas in collaboration with the organization's Compliance Officer.
• Adhere to all organizational policies, procedures, and Employee Handbook guidelines.
• Manage inventory, reconciliation, and ordering of UND cards, ensuring proper documentation.
• Oversee the daily…