Site Lead

Family First Health is seeking a Site Lead for our Hannah Penn location. Candidates should have a working knowledge of medical terminology and be computer proficient or have the ability to learn. As a Site Lead at Family First Health, candidates should have a positive and outgoing personality with excellent customer service skills and strong organizational skills.

This position is more than just a job, it’s an opportunity to learn and grow with a terrific medical team. We’re dedicated to offering trustworthy medical services and care. The Site Lead position will play a large role in that. If this sounds a like a good fit, we would love to hear from you.

Position Requirements

• Successful completion of a Medical Assistant program
• Current CPR certification
• Narcan training required upon hire
• 2+ years of experience in making real-time operational decisions within the scope of their role.
• Knowledge of computer software applications (Microsoft Office Applications, others).
• English proficiency required.  Bilingual (English/Spanish) preferred.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Operational Oversight:

• Accountable for the oversight of the day-to-day operations of the assigned school-based health center medical site ensuring optimal patient flow and provider productivity. 
• Collaborate with the Senior Practice Manager to meet established KPIs and provide excellent patient care and clinical outcomes.
• In conjunction with the Senior Practice Manager, ensure established policies, procedures, and processes are implemented and followed.

Team Management:

• Assist with the orientation and training of new support staff.
• Create the staffing schedule to ensure adequate coverage to maximize team productivity and operational efficiency.
• Assist the Senior Practice Manager and perform time and attendance administrative responsibilities for team members and providers of the assigned school-based health center medical site.

Revenue Cycle Management:

• Oversee clinical and office supply inventory.  Follow established PAR levels, ordering guidelines, and inventory control methods.

• Work closely with the Senior Practice Manager and clinical leadership, assuming responsibility for:
  • Vaccine reconciliation and inventory
  • VFC Coordinator or back-up coordinator
  • Lab oversight, including opening and closing procedures, proficiency testing, and controls
  • Medication counts
  • Monitoring medical equipment to ensure it is in good working condition and meets regulatory standards for routine preventive maintenance
• Ensure all registration and billing-related responsibilities are completed accurately and timely. 

Regulatory Compliance and Risk Management:

• Ensure full compliance with healthcare regulations including HIPAA, CLIA, VFC, CMS, and other local, state, federal, and/or grant requirements.
• Monitor medical equipment to ensure it is in good working condition, meets regulatory standards, and undergoes routine preventive maintenance according to manufacturer guidelines or established protocols.
• Ensure readiness for external inspections or accreditations.

Performance Improvement:

• Partner with clinical leadership to implement quality improvement initiatives and evidence-based best practices.
• Work with the Senior Practice Manager to understand key operational and clinical performance indicators (KPIs).  Identify interventions and support the implementation of data-driven solutions. 
• Complete thorough investigations and analysis of incidents to promote learning and improvement.

Patient Experience:

• In conjunction with the Senior Practice Manager, collect patient feedback and leverage the patient voice to inform the business.
• Promote a patient-centric culture focused on creating welcoming, healthy, safe environments and interactions that prioritize the lived experience of our patients.
• Resolve escalated patient complaints or concerns with professionalism, discretion, and empathy.
• Ensure effective teamwork to achieve patient-centered care and excellent customer service.

School Community Engagement:

• In conjunction with the Senior Practice Manager, work with the School-Based Health Center Manager and Coordinator to increase equitable access to healthcare and shape initiatives to enhance the health and well-being of school communities. 
• Actively participate and engage in school events and support the implementation of evidence-based programs that address physical health, mental wellness, and preventive care. 
• Collaborate with the Senior Practice Manager about district and School-Based Health initiatives and help to identify ways FFH can respond to school and district-wide needs. 

ADDITIONAL DUTIES AND RESPONSIBILITIES

• Attend and actively participate in key organizational meetings as requested. 
• The Site Lead performs all duties required of a Medical Receptionist/Medical Assistant, successfully maintaining competency in all areas of clinical and administrative care.
• Performs all other duties as assigned.

Common Expectations – Medical Operations

• Maintains strict confidentiality of patient health records and complies with all HIPAA rules and regulations
• Complies with all applicable safety regulations
• Learns the impact of medical errors and methodology that will lead to a reduction in errors
• Comprehensively reports actual and potential errors and incidents following the FFH Incident/Injury Reporting Policy  
• Reports patient complaints, concerns, and compliments
• Delivers excellent customer service
• Identifies opportunities to standardize processes and systems to increase patient and employee safety.  Collaborates in problem resolution. 
• Adheres to established policies, procedures, and standards related to quality, safety, environmental, and infection control
• Juggles multiple competing tasks.  Is proactive in follow-up and follow-through
• Communicates effectively and compassionately with individuals of various backgrounds
• Under the direction of supervisor, takes ownership in office and clinical setting improvement efforts
• Attends and actively participates in site, departmental, and organizational meetings
• Travels, as necessary, to other FFH locations to support the healthcare teams at other sites
• Performs other duties as assigned

Common Expectations – All Family First Health Jobs

• Maintains the cleanliness of work areas
• Maintains professional growth and development
• Fosters teamwork
• Establishes and maintains effective working relationships with patients, employees, volunteers, and the public
• Supports the mission, vision, and values of the organization
• Operates with professionalism, integrity, and ethics to represent Family First Health in a positive light
• Complies with all federal and state laws and regulatory expectations
• Participates in all-staff meetings and development, site meetings, and trainings
• Adheres to all Family First Health policies, processes, and procedures
• Completes annual mandatory education and training
• Performs other duties as assigned

Knowledge/Skills/Abilities

• Ability to interact with individuals who have diverse perspectives and lived experiences in a respectful and inclusive manner.  Ability to communicate in a caring and supportive manner with individuals of all backgrounds.
• Ability to analyze data

• Aptitude for adaptability
• Aptitude for independence and maturity
• Aptitude for reliability and time management
• Ability to gather data and apply past knowledge or information to new situations
• Ability to think and communicate with clarity and precision
• Ability to manage impulsivity
• Ability to listen with understanding and empathy
• Ability to lead by example through exceptional work performance, including adherence to organizational policies and processes
• Ability to work independently and within a multidisciplinary team
• Ability to work, and respond appropriately, to a demanding environment, including crisis situations
• Ability to work efficiently, accurately, and with a strong attention to detail
• Ability to maintain required clearances

Employee Benefits

• 3 Weeks of accrued Paid Vacation per year
• 9 Days accrued Paid Sick Leave Time per year
• 4 Personal Days per year
• Paid Time Off on Holidays
• Health, Dental, & Vision Insurance Plans
• Short/Long Term Disability and Life Insurance
• 403(b) Retirement Plan
• Tuition Reimbursement Opportunities
• Attention to work-life balance