Clinical Operations Manager - Ambulatory Services

WHY UT SOUTHWESTERN?
With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report, we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you'll discover a culture of teamwork, professionalism, and a rewarding career!

JOB SUMMARY

This position is responsible for overseeing the daily functions of the clinic while fostering strong relationships with the THD. This role ensures the delivery of efficient, high-quality care by streamlining operational workflows, supporting staff development, and collaborating closely with hospital leadership to align goals and enhance patient experience.

BENEFITS
UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100% coverage for preventive healthcare-no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer
• Learn more about these and other UTSW employee benefits!

EXPERIENCE AND EDUCATION
Required

• Education
  Bachelor's Degree in Business Administration, Nursing, Healthcare Administration, Allied Health or directly related field

• Experience
  3 years progressive experience in healthcare related field or participation in UTSW post graduate Administrative Fellowship program
  Prior knowledge and experience with Microsoft Office applications.
  Excellent critical thinking and problem-solving skills required. Able to manage time wisely, manage stress effectively and adapt to unpredictable situations. Demonstrates ability to communicate effectively with all employees, leaders and executives.

Preferred

• Education
  Master's Degree

• Experience
  3 years supervisory experience

JOB DUTIES

• Manages and supervises staff at a single-site clinic to achieve institutionally determined standards to include:
  a. Effective communication with staff, physicians and patients; providing feedback, goal setting, and responding to patient and staff needs
  b. Mentoring and coaching staff to achieve performance improvement
  c. Monitoring workflow and ensuring adherence to policies and procedures
  d. Recommending and/or implementing changes, as necessary, to maintain efficiency
• Maintains high level of customer service to all internal and external customers by communicating performance standards and expectations to clinic staff, coaches, and mentors. Develops staff, administers customer satisfaction surveys and responses, and orients/trains staff on specific clinic work processes.
• Organizes and directs operational processes of a single-site clinic including: Access to care, telephone service/response times, clinic dwell times, practice and procedure changes, insurance verification, timely submission and completeness of charges, billing compliance, cancellations/bumped appointments, referral tracking and follow up, registration, quality control of correspondence, scheduling and staffing to ensure excellent patient care and service and HIPAA compliance.
• Monitors and manages clinical processes including: compliance with clinical policies and nursing practice, adherence to the National Patient Safety Goals, maintaining compliance with Joint Commission standards and PQRI and other clinical measure of performance.
• Ensures successful financial performance of a single-site clinic including: monitoring adequate financial controls for appointments, charges and payment functions, working with business manager to develop clinic budget, tracking performance and variance to budget, ensuring appropriate accounting practices and procedures are followed, collaborating in the preparation and submission of various budgetary reports, collaborating in the purchasing and expense management functions of the clinic, collaborating with business manager and team leader to ensure successful collection efforts, collaborating in the maintenance of standards for system internal controls over financial transactions including dual control of cash handling, and providing appropriate and positive response to internal audit recommendations.
• Maintains patient confidentiality in accordance with university and departmental policy.
• Designs, executes, and maintains effective system of internal controls which provides reasonable assurance that operations are effective and efficient, assets are safeguarded, and financial information is reliable.
• Ensures compliance with applicable laws, regulations, policies, and procedures.
• In partnership with the Medical Director:
  *Optimizes clinical workflows including efficient use of the EMR
  *Reviews clinic operations metrics, including but not limited to Health System and Clinic Scorecards, open encounters, and clinic financial performance
  *Manages quality assurance and patient safety programs within the clinic
  *Ensures that clinic is compliant with health system, clinic, external regulatory bodies, and HIPAA policies and regulations
  *Works to resolve interpersonal team conflict
  *Works to ensure appropriate allocation of space, room and equipment
  *Works toward proactive patient service recovery and engagement with Health System Administration to resolve issues promptly and to improve patient care
  *Ensures that provider scheduling templates satisfy expectations relative to allocated ambulatory effort
  *Oversees the management and disposition of controlled substances; collaborates with Health System to ensure implementation of appropriate compliance measures, audits, and reports for management of controlled substances
• Performs other duties as assigned.

SECURITY AND EEO STATEMENT
Security
This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information. To the extent this position requires the holder to research, work on, or have access to critical infrastructure as defined in Section 113.001(2) of the Texas Business and Commerce Code, the ability to maintain the security or integrity of the critical infrastructure is a minimum qualification to be hired and to continue to be employed in the position.

EEO Statement
UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.

UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:
• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100% coverage for preventive healthcare - no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer
• Learn more about these and other UTSW employee benefits!