Dir SHC Clinic Operations, Bureau of Public Health Clinics

Open to candidates who are permanent in the civil service title of Administrative Staff Analyst- Level 2 (Non-Managerial) or the comparable civil service title of Administrative Manager -Level 2 (Non-Managerial), Health Services Manager - Level 2 (Non-Managerial, Administrative Community Relations Specialist - Level 2 (Non-Managerial), or Administrative Director of Social Services - Level 2 (Non-Managerial).

The Division of Disease Control's mission is to safeguard the health of New Yorkers through identification, surveillance, treatment, control, and prevention of infectious diseases, which is achieved through varied and interrelated endeavors of its seven Bureaus. The Bureau of Public Health Clinics (BPHC) mission is to promote a healthy community by providing New Yorkers with the resources needed to make informed and empowered health decisions; identify and treat tuberculosis and provide immunization and sexual health services regardless of ability to pay or immigration status. BPHC provides direct clinic services to people seeking health care; monitors disease trends; provides education and training to service providers and community groups; conducts research; and develops policies and programs to deliver high quality clinical care which best serve New Yorkers.

The Bureau is seeking to hire a Director of Clinic Operations. This person would report directly to the Exec Director of Clinic Operations.

Duties will include but not be limited to:

Ensures that staff are adequately deployed, supervised, and trained. Communicates productivity and operational issues along with possible solutions to senior management. Conducts audits of key operational areas (at least quarterly) such as data entry, patient registration and customer service (cycle time), medical record security, etc.; takes action as needed to improve deficiencies.
Ensures SHCs meet NYS Article 28 standards for diagnostic and treatment centers.
Develops and delivers training for staff and community as needed.
Represents the Bureau and department in professional relations with external organizations.

Provides technical assistance to ensure the delivery of high-quality customer services at all Sexual Health Clinics.
a) Prioritizes clinic-based activities in accordance with Bureau and Agency priorities.
b) Ensures that patient privacy, confidentiality, language access concerns, complains and complements are addressed in a timely and courteous fashion.
c) On a daily basis, monitors the clinic intake process.
d) Ensures that clinic operations are standardized - all clinic waiting areas have standardized and up-to-date patient literature; rooms within the clinics are equipped in a standard manner; and the clinic website and 311 information are up-to-date and accurate. Ensures that all clinic restrooms are standardized with all material that help with specimen collection for testing.
e) Maintains optimal staffing (excluding the epi staff, social workers, navigators, nurses, and clinicians) including hiring and transferring clinic staff, as appropriate. f) ensures that clinic staff understand the clinics; schedule of service and are able to assist visitors to the clinics.
g) Ensures on-site assessments of clinic operations (followed by written reports) at each of the clinics are timely.
h) Identifies areas in need of improvement and coordinates/implements solutions; each site assessment must be followed up within one week by written report to Assistant Commissioner.

Develops and Implements policies and procedures.
a) Develops, updates, and contributes to clinic operations and administration policies and procedures. Updates at least annually and are available via intranet to staff. Policies, procedures, and processes developed should be clear, usable, and support achievement of goals and objectives of the agency and bureau.
b) Ensures that work standards, functions, and priorities are written clearly and user friendly.
c) Ensures policies and procedures are implemented timely and routine reviews are done to assess applicability and need for adjustments.

Ensures that all aspects of Clinical Quality Improvements (QI) program are addressed.
a) Ensures that Quality Assurance and Quality Improvement activities are routinely conducted at BPHC-SHC clinics in partnership with Quality Director. Findings should be shared with supervisor and relevant senior staff; written feedback should be provided to clinic managers and staff as needed. Corrective measures should be deployed to address deficiencies in a reasonable amount of time. Collaborate with the bureaus Quality Director and the agency's QIEC team to develop ongoing monitoring and in-service to staff.
b) Ensures that the Bureaus clinics remain compliant with NYS Article 28 and other City and Federal regulations.
c) Ensures that at least QA/QI meeting is conducted with clinic managers and staff annually. Meetings should be documented including participants and agenda. Participate as an active member of the clinic operations management teams.

Performance Expectations:
a) Schedule is arranged to allow attendance and maximum participation at team/working group meetings.
b) Team members are kept up to date with the various activities, [performance and concerns related to CAM activities.
c) Relevant information is communicated promptly and accurately to subordinates and team members.
d) Fully participates in formulating policies and procedures; and ensure said policies are implemented and enforced.

Billing Workflow Oversight:
a) Oversee clinic specific billing processes including patient registration, insurance verification, insurance enrollment referrals, and prior authorization to ensure data integrity.
b) Compliance Assurance: Partner with Finance to establish and update clinic-specific billing workflows and compliance plans that align with HHS guidelines and CMS regulations
c) Corrective Action Plans: Collaborate with Quality Director to develop targeted remediation strategies to resolve billing discrepancies found during QA/QI audits.
d) Inter-departmental Collaboration: Work with medical directors, IT, and Finance teams to streamline electronic medical record (EMR) workflows for more accurate charge capture.

Performs all other duties as assigned by supervisor or senior leadership.
a) Work is completed and submitted timely with minimal errors and in appropriate format.
b) Notification is given to supervisor with enough time to intervene. If needed, regarding delays or difficulties meeting timeline.
c) Collaborates with colleagues, as needed, to ensure completion of assigned tasks.

Why you should work for us:

- Loan Forgiveness: As a prospective employee of the City of New York, you may be eligible for federal/state loan forgiveness and repayment assistance programs that lessen your payments or even fully forgive your full balance. For more information, please visit the U.S. Department of Education’s website (https://studentaid.gov/pslf/)
- Benefits: City employees are entitled to unmatched benefits such as:
o a premium-free health insurance plan that saves employees over $10K annually, per a 2024 assessment.
o additional health, fitness, and financial benefits may be available based on the position’s associated union/benefit fund.
o a public sector defined benefit pension plan with steady monthly payments in retirement.
o a tax-deferred savings program and
o a robust Worksite Wellness Program that offers resources and opportunities to keep you healthy while serving New Yorkers.
- Work From Home Policy: Depending on your position, you may be able to work up to two days during the week from home.
- Job Security - you could enjoy more job security compared to private sector employment and be able to contribute to making NYC a healthy place to live and work.

Established in 1805, the New York City Department of Health and Mental Hygiene (NYC Health Department) is the oldest and largest health department in the U.S., dedicated to protecting and improving the health of NYC. Our mission is to safeguard the health of every resident and cultivate a city where everyone, regardless of age, background, or location, can achieve their optimal health. We provide a wide array of programs and services focused on food and nutrition, anti-tobacco support, chronic disease prevention, HIV/AIDS treatment, family and child health, environmental health, mental health, and social justice initiatives. As the primary population health strategist and policy authority for NYC, with a rich history of public health initiatives and scientific advancements, from addressing the 1822 yellow fever outbreak to the COVID-19 pandemic, we serve as a global leader in public health innovation and expertise.

Come join us and help to continue our efforts in making a difference in the lives of all New Yorkers!

The NYC Health Department is an inclusive equal opportunity employer committed to providing access and reasonable accommodation to all individuals. To request reasonable accommodation to participate in the job application or interview process, contact Sye-Eun Ahn, Director of the Office of Equal Employment Opportunity, at sahn1@health.nyc.gov or 347-396-6549.

ADMINISTRATIVE STAFF ANALYST ( - 1002D