Clinic Manager

**Position Summary** The Clinic Manager runs the daily administrative operations of Sunset West Health's infectious disease clinic. The role owns the front desk, phone coverage, referrals and authorizations, MA staffing, scheduling execution, and day-to-day staff management. This administrative role requires clinical literacy. The Clinic Manager must understand infectious disease and HIV workflows, lab and follow-up timing, and transition-of-care requirements well enough to supervise the people who do that work. The Clinic Manager does not make clinical decisions and is not used for direct patient care except under the emergency rule below. This role exists so the Director of Operations can focus on financial, strategic, credentialing, and HR policy work; so the Director of Pharmacy and Clinical Programs is no longer the first stop for daily workflow questions; and so routine staff issues are resolved before they reach the CEO. **Employment Classification and Reporting** * **Status:** Full-time, exempt * **Reports to:** Director of Operations * **Location:** On-site, Sunset West Health Clinic, El Paso, TX * **Schedule:** Monday to Friday, 8 AM to 5 PM; occasional early, late, or weekend coverage * **Target start:** January 2027 * **Direct reports:** Front desk and patient access staff; referral and prior authorization staff; clinic medical assistants * **Works closely with:** Director of Pharmacy and Clinical Programs (clinical standards and SOPs), providers, HIV navigators, and the billing vendor **Key Responsibilities** **1. Front Desk and Patient Access** * Set and staff a phone coverage plan for peak patient arrival times so the front desk can focus on in-person greeting and check-in. * Make sure eligibility is run and insurance cards are captured for every visit, and that walk-ins and same-day add-ons are flagged to billing. * Own front-end revenue cycle accuracy: registration accuracy, eligibility verification, authorizations, and scheduling. Track the errors and denials these steps cause and fix the root causes. * Make sure follow-up visits are scheduled at checkout. * Make sure front desk staff are trained on registration and insurance documentation to reduce registration-related denials. Keep the front desk onboarding guide and registration and checkout scripts current. * Own the patient complaint log. Resolve service complaints—route clinical complaints to the Director of Pharmacy and Clinical Programs or the provider within 1 business day. **2. Referrals and Authorizations** * Run the centralized electronic referral queue in athenaNet. All referral sources (electronic referral platform, fax, walk-ins, Teams messages, provider calls) go into one queue.—no paper tracking. * Make sure urgent referrals are separated from the standard queue and scheduled within the defined window (target 1 to 3 business days). The provider or navigator decides urgency using a written urgent list. * Ensure the front desk and referral staff can see hospital referrals and cover for each other. * Track the lag from referral received to visit scheduled, and report it monthly. * Supervise prior authorization staff and track authorization turnaround and authorization-related denials. **3. Clinic Flow, Scheduling and MA Coverage** * Run daily scheduling within the templates set by the Director of Operations: a single 15-minute base template, visit lengths by visit type, and protected slots for urgent visits (for example, nPEP and hospital follow-up). Enforce the written walk-in and double-booking rules. * Staff clinic with two rotating MAs, and protect the Lead MA from being pulled back into clinic rotation. * Stagger morning lab arrivals to reduce bottlenecks. * Enforce standard use of Athena statuses for each patient journey step to cut duplicate messages and hallway communication. * Own the clinic inbox workflow: routing rules, assignment, aging reports, and backlog reduction. Close administrative items. Route clinical items to NPs, navigators, or pharmacy per the triage SOP. Does not triage clinical content. * Build the daily and weekly staff schedule, and manage callouts and coverage. * Monitor referral volume, appointment availability, and scheduling capacity. Flag access constraints, such as rising new patient lag or full templates, to the Director of Operations with a proposed fix before patients are delayed. **4. Transition of Care Coordination (Oversight)** * Supervise the Lead MA / Transition of Care Coordinator, who handles post-hospital follow-up and TCM coordination. * Make sure hospital follow-up visits are scheduled within the required window and that TCM steps are completed and documented. * Track TCM timeliness and completion. The Director of Pharmacy and Clinical Programs audits the clinical content monthly, and the treating provider answers clinical questions in real time. **5. Staff Management and Daily HR** * Be the first point of contact for staff complaints, callouts, attendance, and conduct issues. Resolve at the clinic level; escalate policy questions to the Director of Operations. * Approve PTO, review timekeeping, and submit payroll. * Recruit and interview administrative and MA staff; recommend hires to the Director of Operations. * Run onboarding and training plans for each role, using the role SOPs and checklists. Document completion. * Hold regular one-on-ones, set expectations in writing, and document coaching and corrective action. * Enforce the employee handbook and HR policies consistently for every employee. * Build backup coverage for single points of failure (for example, cross-training so no role has only one trained person). * Own staff development: cross-train each role, set development goals with each direct report, and review progress in one-on-ones. **6. Standards, SOPs and Accountability** * Put approved SOPs into daily practice: chart prep, handoffs, referral intake, registration, and checkout. * Audit compliance with SOPs on a regular schedule and report gaps. * Bring workflow problems and proposed fixes to the Director of Operations and the Director of Pharmacy and Clinical Programs. Does not write clinical policy. * Identify operational problems, develop improvement plans with owners and dates, and drive KPI performance to target. Reporting metrics alone is not enough. **7. Operational Compliance** * Keep compliance logs current and audit-ready: medication sample inventory, refrigerator and vaccine temperature logs, CLIA-waived testing records, sharps and biohazard pickup, exposure log, fire and safety checks. * Make sure OSHA, bloodborne pathogen, and HIPAA training is current for all clinic staff and documented. * Manage compliance vendors (biohazard, shredding, safety inspections). * Maintain the audit binder. The Director of Pharmacy and Clinical Programs sets clinical standards (cold chain rules, CLIA procedures). **8. Clinic Administration** * Order non-clinical and routine clinic supplies within budget; manage inventory and mail. * Coordinate with facility and property management vendors on day-to-day clinic issues. * Run a daily huddle with clinic staff and attend the monthly leadership KPI meeting. **Qualifications** **Required** * Bachelor's degree in any field * At least 3 years supervising staff in an ambulatory or specialty clinic * Fluent in English and Spanish (spoken and written) * Clinical literacy: able to learn infectious disease and HIV workflows, lab and follow-up timing, and transition of care requirements within 90 days * Working knowledge of an EHR and practice management system, including scheduling, registration, eligibility, and referral workflows * Experience managing front desk, patient access, or referral teams **Preferred** * Degree in healthcare administration, business administration, or nursing * Management experience in a medical ambulatory or specialty clinic (dental or FQHC experience acceptable if it included front desk, scheduling, and insurance) * athenaOne / athenaNet experience * Certified Medical Manager (CMM) or similar practice management certification * Experience in infectious disease, HIV, or another specialty clinic * Experience building SOPs, training plans, and simple operational dashboards **Skills** * Holds staff to written standards and documents consistently * Comfortable with data: can pull and explain basic operational reports * Clear, direct communicator with staff, patients, and providers * Can manage competing priorities in a busy clinic without stepping into clinical work or strategic work owned by others **Work Environment and Physical Requirements** * Clinic office setting with regular contact with patients and visitors * Follows infection control precautions and uses PPE as required * Prolonged sitting, standing, and walking; occasional lifting up to 25 lbs * Occasional early, evening, or weekend availability for coverage needs **Compensation and Benefits** * **Salary range:** $65,000 to $90,000 per year, based on experience. Full-time, exempt. * Medical insurance (Blue Cross Blue Shield), employee premium paid 100% by Sunset West Health * Vision & Dental insurance * Basic life and AD&D insurance * Paid time off: 80 hours a year to start, increasing with years of service * 13 paid holidays * Paid professional development * Benefit eligibility follows each plan's terms and the 90-day introductory period. **Pre-Employment Requirements** * Background check, drug screen, immunizations, and TB screening per clinic policy (with accommodations as required by law), and professional references. Pay: $65,000.00 - $90,000.00 per year Benefits: * Dental insurance * Health insurance * Life insurance * Paid time off * Professional development assistance * Vision insurance Education: * Bachelor's (Preferred) Work Location: In person