Manager of Clinical Support Services

SUMMARY OF POSITION

The Manager of Clinical Support Services provides leadership and oversight to the clinical support staff within a team-based care delivery model at Vibrant Health, a Federally Qualified Health Center (FQHC) that provides comprehensive integrated primary care services to vulnerable and underserved populations and communities. This role will focus highly on the operationalization and ongoing optimization of clinical operations role in the team based care delivery model; ensuring clinical support staff are trained, empowered, and performing to the peak of their respective scope of practice. The Manager is responsible for the development and oversight of clinical staff education and training programs, quality improvement, and risk management efforts that align with the mission to provide integrated primary care services to vulnerable and underserved communities.

* Provide leadership and oversight for clinical support staff within the team-based care delivery model.

* Ensure clinical staff are educated, trained, and equipped to deliver patient-centered care aligned with the Patient-Centered Medical Home (PCMH) model.

* Foster a collaborative and empowering environment that promotes teamwork, accountability, and high performance.

* Oversee the operationalization and continuous optimization of clinical workflows, ensuring efficiency, compliance, and patient safety.

* Provide leadership and oversight of clinical education and training programs for all clinical support staff.

* Ensure ongoing competency evaluations, compliance training, and ad hoc educational needs are met.

* Promote professional development and evidence-based practices across all levels of clinical support staff.

* Monitor and ensure service line operations are conducted within budgetary constraints.

* Provide leadership and oversight related to cost containment and resource utilization/allocation.

* Identify opportunities for cost savings and operational efficiency.

* Actively participate in the development and implementation of the annual QI/QA plan.

* Serve as an active member of the Quality Improvement (QI) team, contributing to organizational goals and initiatives.

* Serve as an active participant and collaborator on organizational Risk Management team to ensure a culture of safety; including participation (as appropriate) in investigations and follow-up related to incidents, grievances, complaints, and/or sentinel events.

* Ensure compliance with all organizational policies and procedures, as well as local, state, and federal regulatory guidelines.

* Collaborate with peers and leadership to maintain readiness for audits, site visits, inspections, and certifications.

* Work collaboratively with organizational leaders, peers, and external stakeholders to align clinical operations with organizational goals.

* Serve as a key contributor to strategic planning and decision-making processes related to clinical operations.

* Other responsibilities as assigned to support the mission and vision of the organization.

• Bachelor of Science Degree in nursing required; Masters or Advanced Practice Degree preferred.
• Licensed in Kansas as a Registered Nurse with 3+ years of experience in nursing with recent clinical experience in outpatient medical setting.
• Experience managing and supervising staff.
• Understanding of ambulatory family practice health care program administration and clinical operations.
• Good communication skills, particularly with staff and patients from diverse cultures whose primary language is not English.
• Knowledge of and experience with EMR and Microsoft Office systems.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Working understanding of human resource principles, practices and procedures.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.

Individual must:

1. Develop rapport with patients and their families, community and other health care personnel.
2. Exhibit a professional and respectful demeanor.
3. Work successfully independently and within a team, shifting tasks, prioritize tasks, problem-solve daily, and complete work within deadline
4. Demonstrate excellent customer service, helpfulness, and a positive attitude.
5. Possess superior organizational skills with attention to detail and the ability to multi-task and meet deadlines.
6. Demonstrate the ability to recognize, understand, and appreciate the value of cultural diversity and communicate medical information in plain language.
7. Demonstrate social and cultural sensitivity appropriate to ethnically and economically diverse patients and staff.
8. Exhibit experience and working knowledge of local community resources
9. Hold current drivers' license and reliable transportation.
10. Travel to all parts of the facility and throughout the community.

• Experience with Patient Centered Medical Home model and concepts preferred.
• Bilingual/bicultural preferred

This position will supervise all Medical Assistants and ancillary staff. This will include but is not limited to workflow management, coaching and development, monitoring time and attendance, ensuring employees comply with Vibrant Health policies and procedures and other typical supervision tasks and responsibilities.

Americans with Disability Specifications

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers to handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk and hear. The employee must frequently lift and/or move materials that may weigh up to 40 pounds.

Work Environment

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must have manual dexterity and experience to perform handwritten paper work, recordkeeping, and filing.
• Prolonged sitting, standing, or walking may be required.
• Frequent bending/stooping, squatting, reaching above the shoulders, twisting and turning, kneeling, and pushing/pulling may be required.
• Employment is contingent upon successful clearance from Criminal, Kansas and Missouri Child/Elder Abuse and Neglect, Sex Offender background investigations, TB testing, pre-employment drug testing, and verification of Hepatitis-B, flu and COVID-19 immunizations.
• Occasional evening and weekend availability are required.

Trauma Informed Care

At Vibrant Health, we understand that many, if not most, people have experienced trauma in their lives. We have made a commitment to trauma informed care and support and educate team members continued development of understanding of how trauma affects individuals and coping strategies. We expect employees to incorporate their understanding about trauma into interactions with our patients and families, clinic visitors, and with each other.

Commitment to Diversity

We are proud to be an Equal Employment Opportunity (EEO) and Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) Employer. We are committed to cultivating a workplace in which diverse perspectives and experiences are welcomed and respected. We do not discriminate on the basis of race, color, religion, creed, ancestry, national origin, sex, age, disability (physical or mental), marital or veteran status, genetic information, sexual orientation, gender identity, political ideology, or membership in any other legally protected class. We are an Affirmative Action employer. We encourage individuals with diverse backgrounds to apply and desire priority referrals of protected veterans.