Ambulatory Service Manager I

Job Description Summary

The Manager of Ambulatory Services is responsible for overseeing the day to day clinic operations within MUSC Health Ambulatory clinics. In collaboration with ICCE Department leaders and other leaders, the Manager ensures effective operations and proactively assesses and implements appropriate processes to ensure that all facets of ambulatory clinic management are effectively addressed. The Manager works collaboratively with physicians, nurses, and staff to ensure timely patient access to care, operational efficiency, practice optimization, fiscal integrity, and to foster the delivery of a quality patient care experience. In addition to being responsible for daily clinical operations, the Manager is also responsible for clinical outcomes, fiscal stewardship, staff growth/retention, process improvement, metrics reporting and development and quality of patient care.

Entity

Medical University Hospital Authority (MUHA)

Worker Type

Employee

Worker Sub-Type​

Regular

Cost Center

CC004858 ORBG - Physician Services

Pay Rate Type

Salary

Pay Grade

Health-31

Scheduled Weekly Hours

40

Work Shift

Job Description

Job Title:  Ambulatory Services Manager I

Job Purpose

The Manager of Ambulatory Services is responsible for overseeing the day to day clinic operations within MUSC Health Ambulatory clinics.  In collaboration with ICCE Department leaders and other leaders, the Manager ensures effective operations and proactively assesses and implements appropriate processes to ensure that all facets of ambulatory clinic management are effectively addressed. The Manager works collaboratively with physicians, nurses, and staff to ensure timely patient access to care, operational efficiency, practice optimization, fiscal integrity, and to foster the delivery of a quality patient care experience.  In addition to being responsible for daily clinical operations, the Manager is also responsible for clinical outcomes, fiscal stewardship, staff growth/retention, process improvement, metrics reporting and development and quality of patient care.

Education and Work Experience (Clinical or Non-Clinical Track)

Clinical (MUHA): Bachelor of Nursing (BSN) degree; Master of Nursing (MSN) or Doctor of Nursing Practice (DNP) in lieu of BSN.  If BSN only, a Master's degree in a related field or DNP completion expected within 4 years of hire date required.  Certification in specialty area preferred or completion within one year of eligibility strongly encouraged. Minimum of two years of prior clinical work experience required. 

Clinical (MUSC-P/MHP): Bachelor of Nursing (BSN) degree; Master of Nursing (MSN) or Doctor of Nursing Practice (DNP) in lieu of BSN. Minimum of two years of prior clinical work experience required.

Non-Clinical: Bachelor’s degree in Business Management or relevant field required. Minimum of two years of prior healthcare work experience required.

Skills/Qualities/Knowledge

• Extensive knowledge of the unit's patient population, health care trends, community and regional resources and service availability to these populations. 
• An ability to establish working relationships with diverse groups and individual, medical staff and other health care disciplines. 
• Demonstrated ability to work and communicate effectively with physicians, patients and staff; talent for motivating teams and individuals to accomplish goals
• Strong problem-solving, analytical skills and interpersonal skills
• Experience in leading teams, coaching/motivating staff, knowledge of financial systems and analysis, computer systems, and applications.
• Effective verbal and written communication skills and strong decision making and organizational skills are essential.
• Proficiency in Microsoft Office with emphasis on Excel and pivot tables and experience with practice management software preferred.
• Experience with development and review of Profit & Loss statements, and the budgetary process preferred.
• Proven track record in customer satisfaction and employee satisfaction.

• Skilled at taking teams to the next level through effective leadership, empowerment, and management.
• Skilled in personnel management, organizing, planning, exercising initiative, judgment, problem solving, decision-making, development and maintaining effective relationships with providers, clinical and clerical staff, patients and the public. 
• Skilled in analyzing situations accurately and taking effective action.
• Strong interpersonal skills.

• Skilled in organizing work, prioritizing, and achieving goals and objectives. 

• Knowledge of EHR.
• Participate in patient care as needed

Required Licensure, Certifications, Registrations

Clinical Track: Licensed as a Registered Nurse in the state of South Carolina, or compact state. Current Basic Life Support (BLS) required, either a certification from an American Heart Association (AHA) BLS for Healthcare Providers (or AHA recognized equivalent) or an American Red Cross CPR/AED for Professional Rescuer and Healthcare Provider. 

Non-Clinical Track: N/A

Degree of Supervision

Must be able to work independently under the direction of their Supervisor.  This person will provide direct supervision of medical office staff and manage vendors providing services to building.

Physical Requirements

Continuous requirements are to perform job functions while standing, walking, and sitting.  Ability to bend at the waist, kneel, climb stairs, reach in all directions, fully use both hands and legs, possess good finger dexterity, perform repetitive motions with hands/wrists/elbows and shoulders, reach in all directions.  Ability to be qualified physically for respirator use, initially and as required.  Maintain 20/40 vision corrected, see and recognize objects close at hand and at a distance, work in a latex safe environment and work indoors.   Frequently lift, lower, push and pull and/or carry objects weighing 50 lbs (+/-) unassisted, exert up to 50 lbs of force, lift from 36” to overhead 25 lbs. Infrequently work in dusty areas and confined/cramped spaces. 

Job Duties

Leadership – 20%

Direct the day-to-day operations to ensure the clinic is providing quality patient care. 

• Communicate with patients, their families and/or physicians, and staff as requested or needed.
• Responsible for partnering and maintaining physician relationships.
• Monitor patient flow, strategically resolving operational problems to prevent future issues, and taking all necessary steps to maximize patient care services.
• Oversee and manage administrative and/or clinical staff effectively to result in a positive patient experience.
• Evaluate appointment scheduling inefficiencies and partner with stakeholders to improve.
• Evaluate patient satisfaction on a monthly basis: follow up, resolve and document any service complaints.
• Regularly communicate with staff to share organizational and departmental priorities.
• Operate clinic within allocated budget, monitor financial performance and support revenue cycle enhancement.
• Coordinate the purchase of medical and office supplies and capital equipment necessary for assigned area(s).
• Demonstrate commitment to mission statement, organizational values, and participative decision-making.
• Maintains competence to assist with staffing (within scope) and support of the clinic.
• Perform miscellaneous job-related duties as assigned.

Human Resources Management – 20%

Manage the Human Resources functions to ensure the needs of the patient are met.

• Assume responsibility for the recruitment of qualified staff.
• Work with team members on mutual goal setting, providing regular performance feedback and evaluation.
• Facilitate recruitment process and new hire training.
• Conduct performance evaluations and disciplinary actions.
• Manage work performance and behavior of staff and implement performance improvement plans and/or takes corrective actions as needed.
• Appropriately manage staffing to provide coverage during operational hours and adjust assignments as needed.
• Identify exceptional performance and recognition of staff.
• Demonstrate appreciation of workplace diversity.

Quality & Safety – 20%

Ensure care team members of the clinic provide the highest quality of care and are in compliance with Federal, State and other regulatory agency standards.

• Continuously monitor clinic operations and physical properties.
• Ensure compliance with patient care, quality and service standards established by Director, Nursing, and ICCE Leadership.
• Partner with the Directors of Nursing and Ambulatory Services, to assure adherence to nursing practice within the ambulatory care clinic(s).
• Sustain environmental safety, regulatory compliance, patient safety, quality initiatives, and patient experience in day to day clinic operations.
• Initiate changes in specific area(s) as required. 
• Encourages and supports a reporting culture and culture of safety.

Staff Engagement and Development –20%

Collaborate with Director to formulate plan for employee engagement and professional development.

• Identify and address issues and solutions related to employee engagement.
• Enhance professional growth through participating in professional activities to maintain knowledge of current trends, practices, and developments.
• Encourage staff participation in continuous engagement feedback as well as the annual employee engagement survey.
• Support strategies implemented by Director to improve employee engagement.
• Identify learning needs of self and staff; seek out resources to meet those needs.
• Encourage participation of staff in educational activities to promote professional growth to include advancement in career ladders.
• Coordinate continuing and mandatory educational activities in assigned area(s).

Process Improvement –20%

Implement and participate in Performance Improvement/research activities designed to improve patient care, clinic efficiencies and organizational processes.

• Support and integrate industry best practices as recommended by Ambulatory Leadership.
• Participate in key decision making regarding overall planning, work redesign, and staff development associated with implementing changes in patient care delivery. 
• Implement or participate in at least one performance improvement project within area(s) of responsibility.
• Advise Ambulatory Leadership  of project status and progress of assigned programs, and implementation issues as they relate to short/long range plans.
• Implement initiatives to improve patient satisfaction.

Additional Job Description

Education: Bachelor's degree in Nursing required. Master's of Nursing (MSN) may be required dependant upon position/magnet requirements
Experience: Minimum of two years of prior clinical work experience required.
Certification/Licensure: Licensure as a registered nurse (RN) by the South Carolina Board of Nursing or compact state required. Current American Heart Association (AHA) Basic Life Support (BLS) certification or American Red Cross BLS for Healthcare Providers certification is required

If you like working with energetic enthusiastic individuals, you will enjoy your career with us!

The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.

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