"Alerted.org

Employment Type:

Full time

Shift:

Description:

Position Purpose

Mercy Care Atlanta is seeking a **Bilingual Clinic Manager** to lead operations at one or more Federally Qualified Health Center (FQHC) sites. This role is a key operational leader responsible for ensuring efficient, compliant, and patient-centered care. The Clinic Manager drives staff performance, customer service excellence, financial stewardship, and continuous quality improvement to achieve organizational goals in access, equity, and clinical outcomes. You will collaborate with providers, leadership, and community partners to deliver high-quality care and optimize patient experience.

What You Will Do:

**Operational Leadership & Optimization** : Own daily operational performance and continuously improve workflows using standardized procedures, visual management, and daily huddles. Ensure efficient scheduling, registration, and discharge with clear queue management and escalation paths. Align staffing, supplies, and equipment to demand; document and audit workflows to sustain gains.

**People Leadership & Coaching:** Recruit for service orientation; set explicit customer service standards and behaviors (greeting, scripting, service recovery). Provide coaching, role‑play, and competency assessments; use clear expectations and performance plans when standards are not met. Recognize and develop high performers; build bench strength and succession plans.

**Financial Stewardship & Revenue Integrity:** Co‑own site budget adherence; monitor visit volumes, payer mix, sliding‑fee utilization, and charge capture accuracy. Partner with revenue cycle on front‑end eligibility, copay collection, and documentation completeness to support UDS reporting and compliant billing.

**Regulatory Readiness & Quality Improvement:** Maintain continuous readiness for HRSA/UDS standards; lead mock audits and corrective action plans. Use PDSA cycles and dashboards to track operational and patient outcome measures, and close gaps proactively.

**Customer Service & Patient Experience Leadership** : Define, train, and audit service standards (e.g., warm greeting, AIDET, empathy, clear next steps). Implement service recovery protocols; round in lobby and exam areas; review comment cards/Press Gainey monthly; coach individuals and teams to targets. Embed customer service goals into performance evaluations and recognition programs.

**EHR & Digital Workflow Optimization:** Ensure accurate, timely documentation and inbox closure; standardize templates and visit types; monitor task queues and turnaround SLAs. Partner with IT and clinical leaders to remove bottlenecks; train staff on privacy/security and efficient workflows.

**Performance Management & Analytics:** Maintain weekly site dashboards (access, cycle time, no‑shows, productivity, patient satisfaction). Facilitate daily/weekly huddles to review results and execute countermeasures; provide timely, accurate data for grants and leadership.

**Cross‑Functional & Community Collaboration** : Lead routine provider/MA/front‑desk alignment meetings; escalate barriers; coordinate with Access Center, Care Management, and community partners to reduce SDOH barriers (transportation, language). Represent the clinic professionally with stakeholders, modeling high customer service standards.

**Access & Throughput Optimization:** Govern scheduling templates and overbooking rules; leverage reminders, waitlists, and telehealth as appropriate. Use time‑in‑process tracking to meet or exceed organizational cycle‑time and no‑show targets; redesign intake/discharge to reduce waits without compromising service quality.

**Customer Service Standards & KPIs:** Publish a service charter; train all staff; track greeting compliance, outbound call handling quality, first‑contact resolution, and Press Gainey/site satisfaction; conduct monthly rounding and quarterly service refreshers.

**Risk & Safety:** Lead incident reporting, service recovery documentation, collaborate with facilities on emergency preparedness drills, and rapid response procedures.

**Training & Onboarding:** Implement structured onboarding with customer‑service role‑play, EHR competencies, and policy sign‑offs; maintain annual refresher schedule.

Minimum Qualifications

+ **Bilingual (English/Spanish) required**

+ Bachelor’s degree in Business Administration, Management, or related field (Master’s preferred)

+ 5–7+ years of experience managing clinical operations

+ Proven ability to lead teams, solve complex problems, and influence decision-making

+ Exceptional organizational, communication, and analytical skills

Position Highlights and Benefits:

+ Day-1 Benefits (PTO accrual, retirement plan and match, health insurance and more!)

+ Opportunity to get paid daily – through DailyPay

+ Paid holidays and generous Paid Time Off (PTO)

+ Discounts with major vendors; AT&T, Verizon, Ford Motor Company, General Motors, Quicken Loans, AND MORE!

+ Low-cost medical, dental, and vision insurance plans. Enjoy lower-cost medical services when you visit facilities within the Trinity Health network.

+ Fast response interview times and job offers.

Ministry/Facility Information:

Mercy Care Atlanta, a Federally Qualified Health Center (FQHC) and comprised of 300 plus colleagues, is a healthcare organization that provides a range of health services to underserved and vulnerable populations in the Atlanta, Georgia area. We are dedicated to providing compassionate, high-quality care to individuals across all demographics. Rooted in the Mercy Philosophy, we prioritize respect, integrity, compassion, and excellence in all aspects of care delivery.

Our Commitment

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.

EOE including disability/veteran