Clinical Services Manager (Information Technology)

Position Overview

A successful Clinic Services Manager (CSM) must be passionate about healthcare and want to make a difference in the lives of others while acting as a mission-driven catalyst to help Livingston Community Health (LCH) deliver the best quality of care and excellent service to our patients and their families.

The Clinic Services Manager (CSM) is a mission-driven operational leader responsible for the overall performance, coordination, and management of daily operations at one or more primary care clinics within Livingston Community Health (LCH). The CSM ensures the delivery of high-quality, patient-centered care by providing administrative oversight, optimizing workflows, leading multidisciplinary teams, and maintaining compliance with all regulatory standards.

The CSM directly supervises the assigned Assistant Clinic Services Manager (ACSM) and provides direct oversight of the front and back office staff. Provides administrative oversight of all providers and service lines operating at the site(s), while collaborating closely with clinical leadership (CMO, Dental Director, BH Director, etc.) on clinical matters.

Essential Functions, Duties, and Responsibilities

Operational Leadership

· Oversee day-to-day operations of assigned clinic(s) ensuring efficiency, access, and patient satisfaction.
· Manage staffing levels, scheduling, time-off requests, productivity, and daily patient flow.
· Lead regular site team meetings, daily huddles, and performance improvement discussions.
· Conduct routine site rounds to assess clinic readiness, safety, and operational consistency.
· Ensure facilities, equipment, and supplies are well maintained and operational.
· Supports the overall needs of the organization by working flexible or extended hours when necessary.
· Demonstrates competence with the mission, vision, and values of the organization in providing quality services to the community.
· Other work-related duties as assigned. Duties and responsibilities may be added, deleted, or changed at any time at the direction of leadership, formally or informally, either verbally or in writing.
· Maintains confidentiality and respect for all sensitive information.
· Displays a positive, professional, and respectful demeanor at all times towards employees, peers, professional contacts, and patients served, maintaining a professional appearance and positive image for LCH.
· Contributes as part of the leadership team by promoting positive staff interactions and maintaining open communication with other programs and departments.
· Attends and actively participates in all meetings (e.g., department meetings, program meetings, staff meetings) and other activities as required or assigned.

People Leadership

· Provide direct supervision, coaching, and performance evaluations to site supervisors, medical assistants, and other frontline staff.
· Partner with clinical leadership to support provider onboarding, orientation, and performance planning.
· Address employee relations issues in collaboration with HR.
· Foster a positive, collaborative, and accountable workplace culture.

Quality and Compliance

· Monitor and drive performance on clinical quality metrics (UDS, HEDIS, internal benchmarks).
· Ensure compliance with HRSA, FTCA, HIPAA, OSHA, CLIA, and all relevant state/federal regulations.
· Prepare for and participate in internal and external audits or inspections.
· Oversee required staff trainings, license renewals, and policy adherence.

Patient Experience and Community Engagement

· Serve as the escalation point for operational issues affecting patient care or access.
· Respond to patient complaints, grievances, and incident reports promptly and professionally.
· Collaborate with internal departments (Quality, Risk, IT, Finance) to align operational goals and resolve barriers to care.
· Represent LCH in the community and support outreach efforts to increase patient engagement.

Financial and Administrative Oversight

· Support budget development, monitor expenses, and implement cost-containment strategies.
· Maintain accurate operational and compliance logs and submit required reports timely.
· Identify and implement process improvements to enhance operational efficiency.

Education, Knowledge, Skills, and Abilities

Education and Experience:

· Bachelor's or Master's degree in Healthcare Administration, Business, Nursing, or a related field strongly preferred
· In lieu of a degree, an equivalent combination of relevant education and substantial progressive experience in healthcare operations will be considered.
· Minimum 5 years of progressive experience in healthcare operations, with at least 3 years in an FQHC or community health setting.
· Proven experience leading multidisciplinary teams and clinic operations.

Certifications and Licensure:

· Basic Life Support (BLS) Certification from the AHA.
· Valid driver's license.

Knowledge, Skills, and Abilities:

· Bilingual in English and Spanish or other relevant languages is a plus.
· Ability to work successfully as part of a team.
· Willingness to communicate using strong emotional intelligence.
· Strong interpersonal and communication skills with the ability to lead and motivate staff.
· Demonstrated competence in clinical workflows and regulatory requirements in an outpatient setting.
· Proficient in EHR systems (NextGen preferred) and basic data reporting.
· Ability to prioritize tasks.
· Ability to provide practical guidance and training to subordinates to support their success.
· Have the leadership ability to integrate multi-disciplinary teams.
· Excellent written and verbal communication skills.
· Excellent interpersonal skills with the ability to work with a diverse population.
· Ability to lead a team and follow through on assignments.
· Ability to travel to other clinic sites as necessary.
· Strong knowledge of FQHC regulations and operational frameworks.
· Excellent organizational, communication, and problem-solving skills.
· Ability to work collaboratively with clinical and administrative leaders.