The Service Line Manager reports directly to and is under the supervision of the Chief Operations Officer. The Service Line Manager is responsible for directing and overseeing the management of designated service line in accordance with the mission of Clinicas del Camino Real, Inc. and plays an essential role in the development and implementation of policies and best business practices. Ensures service line meet business objectives and financial goals. Interacts with a multi-cultural population of diverse socioeconomic backgrounds, levels of education and ages.  

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Develops, implements and enforces service line specific policies and procedures.
• Works collaboratively to enhance and streamline service line operations with the objective of increasing access to the underserved population of our community.
• Collaborates with QI on achieving designated QI metrics.
• Monitors and analyzes service-line efficiency and trends. Identify and evaluate minimum patient access targets and outcomes for service line on an ongoing basis.
• Aligns benchmark with metrics for internal financial and operational performance; collaborates with Health Center Managers and Operational Directors.
• Participates in strategic discussions regarding the strategy and progress of service line programs.
• Develops and leads initiatives to achieve organizational program goals and improve quality and operation performance of the overall service line.
• Effectively communicates service line metrics, progress etc. through various means including departmental Quality Assurance meetings.
• Stays informed of internal and external factors that could impact service line.
• Liaise with external stakeholders as needed (i.e. GCHP, Grantors, etc.).
• Participates in committees that evaluate and identify gaps and inefficiencies.
• In alignment with service line strategy evaluates and makes recommendations for changes in workflows and processes that enhance the service line.
• Provides leadership and guidance on the implementation and compliance of regulations and policies to maintain various accreditations.
• Promotes a patient-centered culture and approach in service line. Monitors patient experience metrics.
• Ensures patients have access to technology solutions that impact their care – collaborating with IT as needed.
• Provides excellent customer service to patients, vendors and employees.
• Ensures compliance with regulatory agencies such as Joint Commission, California Department of Public Health (CDPH), Health Resources and Services Administration (HRSA), National Committee for Quality Assurance (NCQA), and Managed Care Plans, among others. Participates in audits from these and other agencies.
• Collaborates and partners with health center managers and department heads to ensure all processes and interdependencies are identified and addressed.
• Regularly reviews service line policies and procedures in collaboration with departmental/clinical director. Collaborates with operations leadership on general operational polices and procedures that impact the service line.
• Establishes and maintains effective working relationships with physicians, patients, employees and community representatives as required.
• Manages and leads projects and programs through all stages – planning, development, implementation and financial implications.
• Evaluates and determines staffing requirements for assigned service line.
• Identifies training needs for service line; collaborates with training dept and site managers.
• Provides public relations representation at community functions and assists in developing and maintaining corporate goals.
• Responsible for fiscal oversight of service line, including assisting with budget development and analysis.
• Evaluates direct profit and loss, revenue generation and expenditure control to optimize the utilization of resources at minimum cost in collaboration with Finance.
• Manages coverage and provider assignments in collaboration with Operations Director (s).
• Acts as a liaison with local funding sources.
• May assist patients with mental illness, substance abuse problems and or/emotional disturbance.
• Performs other duties as assigned including participation in all safety programs which may include assignment to an emergency response team.

Specific Service Line Responsibilities

Optometry:

• Representation at Optometry Quality Assurance Meetings and other designated meetings specific to service line.
• Frame Inventory Management.
• Sales and ROI analysis/calculation of payer mix & reimbursement.

Mental Health:

• Representation at MH Quality Assurance Meetings and other designated meetings specific to service line.
• Assessment of incentive, reimbursement requirements and opportunities related to CalAims and Value-Based Care.

Dental:

• Representation at Dental Quality Assurance Meetings and other designated meetings specific to service line. Assessment of incentive, reimbursement requirements and opportunities related to CalAims and Value-Based Care.