Clinic Administration Manager (WHWC)

Role Overview & Responsibilities Position Summary The Clinic Administration Manager provides strategic operational and administrative oversight for receptionist/schedulers and health information management functions supporting Integrated Healthcare services. This position leads and supports receptionist/scheduling teams to ensure efficient patient center care, coordinated clinic operations, excellent customer service, and consistent adherence to organizational policies and regulatory requirements. The Clinic Administration Manager is also responsible for the secure and accurate management of Patient Health Information (PHI), department deposits, medical records, document scanning, and related organizational processes. This leader fosters team development, provides leadership, coaching and mentorship, and ensures consistent delivery of high-quality patient experience. Scope and Impact The Clinic Administration Manager provides operational leadership for Integrated Healthcare appointment scheduling, and health information functions that support efficient, patient-centered clinic operations. This role oversees receptionist/ scheduling team members, coordinates daily administrative workflows, and ensures health information processes are accurate, timely, compliant, and aligned with organizational standards. The position has a direct impact on the patient's experience, department schedules, and operational performance. The manager establishes workflows and performance expectations, monitors service levels and key operational metrics, identifies process improvement opportunities, and partners with cross-functional departments and leaders to resolve barriers affecting patient care and access. Key areas of accountability include workforce coordination and staff development; appointment scheduling and patient flow; health information management, privacy and regulatory compliance; issue resolution; department reporting, budget adherence and continuous improvement of administrative processes. Decision-Making Authority The Clinic Administration Manager requires a high level of independent judgement and strategic decision-making in overseeing receptionist/schedulers and health information management functions supporting Integrated Healthcare services, evaluating complex resolving escalated patient/client issues, scheduling issues, and dynamically adjusting workflows and staffing models to effectively manage high patient volumes and service demands. Operating within established guidelines, this role exercises discretion in managing sensitive patient information, ensuring regulatory compliance, and addressing operational challenges. The manager is also responsible for making data-driven recommendations to improve performance, optimize patient access, navigation center related matters, and enhance overall service delivery across all points of entry. Interactions / Working Relationships Internal: Collaborates daily with Clinic Administration teams, Integrated Healthcare and Community Health and Wellness program staff, providers, support center, and organizational leadership. External: Regular interaction with patients, clients, and community resource partners. Communicates frequently in both English and Spanish. Essential Duties and Responsibilities Direct daily department operations, including staffing, scheduling, time and attendance, workload allocation, and workflow management to ensure efficient intake, navigation, and patient access services. Manage high-volume service demands by adjusting staffing models, resources, and workflows to maintain service levels, productivity, and effective patient flow. Establish, implement, and monitor standardized departmental policies, procedures, workflows, escalation protocols, and customer service standards. Lead department recruitment, onboarding, training, coaching, performance management, and annual evaluations; support team member engagement, accountability, and professional development. Foster a collaborative, service-oriented culture aligned with MHM's Mission, Vision, and Values. Ensure accurate and timely scheduling for Integrated Healthcare medical, dental, behavioral health, and supporting services. Provide oversight of Electronic Health Record (EHR) scheduling templates, schedule updates, block requests, and related scheduling configuration processes. Oversee patient/client transportation scheduling processes and workflows. Oversee provider on-call scheduling and after-hours processes and procedures. Oversee departmental deposit and reconciliation processes and ensure appropriate controls and procedures are followed. Address and resolve escalated patient concerns, complaints, complex access barriers, and service issues. Ensure departmental compliance with HIPAA, regulatory requirements, organizational policies, and confidentiality requirements related to Protected Health Information (PHI); oversee routine audits of patient records and EHR documentation for accuracy and completeness. Monitor and analyze departmental KPIs, including scheduling accuracy, no-show and cancellation trends, fill rates, wait times, productivity, and other service-level measures; use findings to identify and implement operational improvements. Prepare and submit routine operational, staffing, performance, and other departmental reports to support leadership decision-making. Collaborate with clinical teams, program leadership, supporting departments, and external partners to promote coordinated patient care and effective service delivery. Ensure clear, professional, culturally responsive communication and timely handling of internal and external service requests and escalations, including access to bilingual services as appropriate. Lead departmental projects, operational enhancements, and other strategic or process improvement initiatives. Monitor departmental budget performance and expenditures, including transportation, office supplies, equipment, and other assigned operating expenses. Provide leadership coverage and operational decision-making support in the absence of senior management. Perform other duties as assigned in support of organizational goals and patient care excellence. Supervisory or Leadership Responsibilities Provides strategic leadership and oversight of the Receptionist/Scheduler, medical records, and clinical documentation teams. Qualifications Minimum Qualifications (Required) Education: High school diploma or GED Experience: Minimum two years of Supervisor experience. Other Required Skills/Knowledge: Bilingual proficiency in Spanish Preferred Qualifications Advanced degrees, certifications, or specialized training. Additional years of relevant experience. Experience with specific populations or programs Bachelor's degree in healthcare administration, Business Administration, or Public Health. Experience working with underserved patient/client populations. Knowledge, Skills, and Abilities (KSAs) List of any Soft Skills: Collaboration, communication, problem-solving, leadership, etc. Navigates complex challenges with clear and strategic foresight. Excellent verbal and written communication. Analytical problem-solving and Sound Decision-Making. Ability to work independently and as part of a team. Professional and empathetic customer service demeanor. Attention to detail and organization. Language Skills English and Spanish required Technology and Tools Experience: Two years of scheduling experience within an Electronic Health Record (EHR) system. Basic proficiency in Microsoft Office Suite (Word, Excel, Outlook, MS Teams). Experience with Smartsheet and Patient Engagement platforms ADP Work Environment and Physical Demands Typical work setting: office and clinic setting Travel expectations (25%) Physical requirements: While performing the duties of this job, the team member is exposed to a medical and dental office environment having direct contact with patients and clients. Position necessitates bending, stooping, twisting, turning, walking, climbing step stools, sitting, and standing for periods of time. Must be able to lift and maneuver 25 pounds. Page Break