Job Description

Clinic Manager And Call Center Program Manager

Kinwell was founded on the principle of personalized, whole-hearted care for every patient. We believe the best healthcare is a conversation, and one that includes nutrition, fitness, sleep, and behavioral health. Our Clinicians and Clinic Support staff drive real change in their patient's well-being. Along the way, we are setting a new standard for primary care, making it more accessible, impactful, and holistic.

We are dedicated to building great places to work. We value all teammates and respect a diversity of thought, ideas, and culturesall focused on the common goal of nurturing the health of those we serve.

Kinwell fosters a culture that promotes employee growth, collaborative innovation, and inspired leadership. We bring agility to work every day and thrive on the opportunity to create something refreshing and new. This is where you come in. If you are looking for a new primary care opportunity, one based on the quality of care, not the quantity of patients, please consider our available positions.

The Clinic Manager and Call Center Program Manager plays a critical role in helping our clinics and teams advance our strategic objectives, as well as ensuring smooth daily operations of Kinwell's Westlake clinic in Seattle, WA. As the Westlake Clinic Manager, this role will support the overall management and daily operations of the clinic, ensuring smooth workflows and exceptional patient care. They will work closely with the Regional Practice Manager to maintain operational efficiency, compliance, and a high standard of service. This person will also be the Program Manager for our remote Call Center and will improve current metrics, establish new metrics and create standardization to provide an excellent patient and peer experience. This role involves managing staff (both directly and indirectly), overseeing administrative tasks, and ensuring the clinic and call center meet both patient needs and organizational goals.

What You'll Do:

• Manage clinic support staff and cultivate an environment of team building, integrity, patient/team member safety, continuous improvement, and reward and recognition of team members.
• Program manage a team of call center representatives, to include providing training, coaching and expectations around efficiency and customer service.
• Collaborate with clinician partners to ensure key metrics for effective patient throughput, improved patient outcomes, positive patient satisfaction, clinic safety, and efficiency are met.
• Oversee daily clinical operations, ensuring consistency in service delivery, workflow and clinic efficiency, and safe and timely patient care.
• Ensure all clinics adhere to local, state, and federal regulations, including healthcare-specific regulations such as HIPAA, OSHA, and CMS guidelines.
• Maintain accreditation and licensing requirements for each clinic.
• Assist in the development and execution of the clinic's strategic goals, aligned with organizational growth objectives.
• Support staff scheduling and ensure adequate coverage during operational hours.
• Address staff concerns and escalate issues to the Regional Practice Manager as needed.
• Handle escalated patient concerns and feedback, working to resolve issues promptly and proactively managing service recovery initiatives.
• Ensure the highest standards of patient care by monitoring and improving the patient experience within the clinic, aligning with Kinwell's values and regulatory requirements.
• Monitor clinical outcomes and lead quality improvement initiatives to enhance care delivery and clinic performance.
• Implement, monitor, and improve operational policies and procedures.
• Ensure compliance with HR policies and participate in recruitment and retention strategies.
• Manage clinic budgets, expenses, and financial performance.
• Monitor and analyze financial reports to ensure profitability and operational sustainability and identify cost-saving opportunities.
• Collaborate with the finance team to manage billing, collections, and revenue cycle processes.
• Ensure corporate initiatives and objectives are communicated to teams clearly and timely to ensure team buy-in and alignment.
• Ensure Practice Manager has appropriate details to monitor and report against clinic launch KPI's and suggest enhanced metrics where appropriate.
• Assist with education and coaching of staff on patient health metrics, turnaround times, performance, and any areas of opportunity to ensure a consistent improvement in health outcomes and positive experiences for all patients.

What You'll Bring:

• Three years of experience as a primary care clinic manager.
• One year of experience as a call center manager.
• Associate's degree in healthcare administration or equivalent working experience.
• Track record of achieving and maintaining exceptional Net Promoter Scores.
• Experience working with Epic or similar EMR.
• Entrepreneurial outlook that thrives in an environment of uncertainty and with a willingness to progress in your career as our practice expands.
• Excellent organizational, planning, analytical, prioritization and problem-solving skills.
• Excellent verbal and written communication skills, including presentation skills.
• Ability to work as a member of a team, take and implement constructive feedback to ensure success of clinic.
• Demonstrated ability to exercise judgment in handling sensitive and confidential information in a discrete and professional manner.
• Prior experience with increasing practice utilization (Preferred).

Working Environment:

• Work is primarily performed in an office setting within a healthcare organization, which may include proximity to patient care areas.
• The work environment is generally quiet, but may involve some interruptions, high-paced demands and interactions with various departments.
• Occasional travel may be required.
• This role requires the ability to navigate within clinical or administrative areas of a healthcare organization.

Physical Requirements:

• This is primarily a sedentary role with prolonged periods of sitting at a desk and working on a computer.
• Ability to lift or carry items weighing up to 25 pounds; occasionally may need to bend, stoop, or reach to retrieve items.
• This role requires the ability to use a keyboard and computer for extended periods of time and to communicate clearly and understandably in person, and over the telephone.

Kinwell provides equal employment opportunities to all without regard to race, color, religion, sex (including sexual orientation or gender identity), national origin, age, disability, genetic information or other protected status. Applicants with disabilities may be entitled to reasonable accommodations under the terms of the American with Disabilities Act and certain state or local laws. A reasonable accommodation is an adjustment to our standard application and/or interview process which will ensure an equal employment opportunity without imposing undue hardship on Kinwell. Please inform our Talent Acquisition team if you are requesting an accommodation to participate in the application process.

What we offer:

• Paid Time Off & Paid Holidays
• Medical/Vision/Dental Insurance
• Personal Funding Accounts (HSA, FSA, DCA)
• 401K
• Basic Life Insurance
• Disability-Short Term and Long-Term
• Supplemental Life and ADD&D
• Tuition Reimbursement for qualifying programs
• Employee Assistance

The pay for this role will vary based on a range of factors including, but not limited to, a candidate's geographic location, market conditions, and specific skills and experience. National Plus Salary Range: $81,900.00 - $139,200.00. National Plus salary range is used in higher cost of labor markets including Western Washington and Alaska.

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