TTC SITE MANAGER

SIHB CORE COMPETENCIES

Core Competencies are foundational commitments and skills that all SIHB staff are expected to develop. These competencies define common measures for performance that are applied to every role in the organization.

• Commitment to Indigenous and Organizational Values: Everything we do at SIHB is centered on Traditional Indian Medicine. It is our responsibility to maintain cultural integrity in all that we do.
• Accountability: All employees of SIHB effectively manage their own work and the work of their teams. We take ownership of our actions and decisions. We all strive to deliver the highest quality work and care, while respecting our teammates and relatives.
• Collaboration: SIHB is a team-oriented organization. As team members, we share the responsibility of working toward a common purpose. We collaborate with our colleagues across the organization to deliver the highest quality of care and results in alignment with our mission, vision, values and Theory of Change.
• Communication: We practice effective and clear communication with staff, relatives, teams and community. We demonstrate empathy among each other and with those we serve, and transparency in our decision making.
• Customer Service Orientation: All employees of SIHB recognize the needs of the diverse community we serve. We put the needs of our relatives first by delivering the highest quality, professional, responsive, and innovative care. Our relatives come first and deserve the best.

POSITION SUMMARY:

The Site Manager is responsible for helping build and manage an outstanding Relative (patient) experience; from registration, check-in to account payment. The Site Manager will work in partnership with their peer Care Coordinator Manager, and Nurse Care Manager to execute on this vision. Each will have a sub-specialty of expertise and leadership to champion. The Site Manager position is a critical role that will require close partnership and collaboration with clinical workflow teams, the data team and SIHB's enrollment specialists. This position is grounded in customer service and focuses on constant improvement of the patient experience.

The Site Manager leads a team to adhere to department budgets, ensures high quality vendor results, works across the SIHB system to cooperatively improve processes, data entry, and uses tools to help gauge the effectiveness of improving the overall Relative (patient) experience.

Organizational Structure/Reporting Relationships: This position reports directly to the Director of Clinic Operations and is a member of the Operations team.

SITE MANAGERS DIRECT REPORTS:

• Community Relations Advocate
• Enrollment Specialist
• Call Center Representative

ORGANIZATIONAL RESPONSIBILITIES:

• Hold Indigenous values and practices with respect and integrity.
• Hold yourself accountable to the highest standard by being resourceful, innovative, creative and solutions oriented.
• Actively participate in organizational activities with the understanding that success is achieved through teamwork.
• Recognize that communication is central to the organization's success and actively champion your words and actions to maintain respect for others, encourage constructive feedback, be open to share laughter and acknowledge differences in skills and opinions, all while keeping others' best intentions in mind.
• At SIHB, we refer to our customers as Relatives. Our Relatives come first and deserve the best. Serve the needs of our Relatives first by delivering the highest quality, professional, responsive, and innovative care.

JOB RESPONSIBILITIES:

To provide leadership, expertise and process improvement resulting in continuous progress toward a stated Relative (Patient) Experience goal while supporting SIHB's mission and vision.

RESPONSIBILITIES INCLUDE:

• Manage the Patient Services Team responsible for Relative (patient) scheduling, registration, check-in, and financial assistance enrollment.
• Ensure all scheduling, registration, check-in, and financial assistance enrollment procedures are implemented and carried out on a day-to-day basis.
• Responsiveness towards improvements in front office practices and policies that will advance the Relative (patient) experience.
• Work with Revenue Cycle Management team to implement registration, financial assistance enrollment, and collection policies and procedures. Work together to ensure revenue cycle goals are met.
• Putting Relatives (Patients) first in everything we do while providing and modeling excellent customer service.
• Support and coach the team to achieve optimal customer service and Relative (patient) experience.
• Support and coach team through Coleman and Associates process changes in clinic to further enhance relative experience.
• Full awareness and operational understanding of the Relative Experience to support, coverage, and cross-functional partnership with peer Care Coordination Manger
• Work with Operations and Clinical leadership to implement integrated care teams.
• Team management: performance review, monitoring, improvement, and hiring.
• Research and provide recommendation of best practices and innovation.
• Team oriented approach to cross-departmental process improvement.
• Team oriented approach to ensuring manager and staff coverage across sites/clinic days.
• Responsible for the overall clinic environment, ensuring cleanliness and immediately addressing environmental issues, including cleaning spills, garbage, and other hazards in the absence of available facilities staff.
• Use data and data systems to help understand the current Relative (patient) experience and movement toward higher Relative (patient) satisfaction.
• Actively participate in internal quality improvement teams and work with members proactively to drive quality improvement initiatives in accordance with the mission and strategic goals of the organization, federal and state laws and regulations, and accreditation standards, when assigned.
• Work well under pressure, meet multiple and often competing deadlines.
• At all times demonstrate cooperative behavior with supervisors, subordinates, colleagues, clients, and the community.
• Adhering to HIPAA and other compliance related matters.
• Other duties and projects as assigned.

EDUCATION & EXPERIENCE:

• Bachelor's degree required or equivalent years of work experience (4 years)
• Knowledge of Apple Health, Medicaid, Medicare, and private health insurance.
• Experience working with patients preferred.
• Experience with practice management or other scheduling, registration, and billing software preferred.
• Experience with Epic, or OCHIN EPIC EMR is preferred.
• Familiarity with the health and social issues facing the American Indian/Alaskan Native population and the desire to serve this population.

QUALIFICATIONS:

• Proficient in MS Office Suite
• Curiosity for new applications and skills
• Strong communication skills
• Commitment to a collaborative team-based approach
• Leadership and Supervisory skills for direct reports
• Experience in an FQHC environment

WORK ENVIRONMENT:

SIHB staff work four (4) ten (10) hour shifts per week. Standard hours are 7 am to 6 pm, 4 days a week, with occasional extra hours for events or to meet deadlines and one to two Saturday clinics per month.