POSITION DESCRIPTION:
The Clinical Operations Specialist position works as part of the Clinical Operations Department to identify, implement and evaluate clinical processes. Supports policies and protocols within IHA practices. This individual also acts as a resource that focuses on supporting evidence-based best practice and policy driven work to improve quality and patient experience. Will use knowledge of clinic workflow to identify opportunities for improvement. Clinical Operations Specialist I will use skills developed as a foundation for skills needed in the Clinical Operations Specialist II role.
ESSENTIAL JOB FUNCTIONS:

1. Works with Clinical Operations Teams to implement and support work that is consistent with IHA procedures, protocols and policies to create environment of top of license work within IHA offices.
2. Maintains knowledge of industry trends, using internal and external resources.
3. In collaboration with Learning and Development, teaches classes for CSAs and MA externs and supports clinical skills check off for new employee orientation.
4. Performs periodic audits of MA and CSA workflows to ensure proper workflows and processes are being followed. Provides real time suggestions and education for improvement.
5. Supports the presentation of new information in a manner that is clear, well-structured and compelling.
6. Supports meeting or training session, presenting pre-set agendas; coordinates meeting space, prepares meeting packets and distributes minutes in a timely and effective manner.
7. Understands Laboratory and Infection Prevention processes in order to support clinical staff in following best practice.
8. Establishes relationships with IHA customers. Works with customers to develop a relationship that fosters collaborative communication for assuring best practice is maintained, offering ideas for change when necessary.
9. Identifies possible top of license opportunities and works collaboratively to ensure staff are working at top of license. Implementing changes in workflow.
10. Works as part of a collaborative team to establishing evidenced-based practices that adhere to industry best practice, HIPAA and IHA standards.
11. Collects data to help increase productivity and support patient safety.
12. Understands documentation standard to help ensure standards are met.

Other Responsibilities:

1. Special projects and other duties as assigned and works within scope of practice.

ORGANIZATIONAL EXPECTATIONS:

1. Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the mission and values of both IHA and Trinity Health.
2. Must be able to work effectively as a member of the clinical care team.
3. Assumes responsibility for performance of job duties in the safest possible manner, to assure personal safety and that of coworkers, and to report all preventable hazards and unsafe practices immediately to management.
4. Successfully completes all relevant organizational training and adheres to Trinity Health Medical Group standard of care as outlined in the Trinity Health Code of Conduct.
5. Maintains knowledge of and complies with Trinity Health Medical Group standards, policies and procedures.
6. Maintains general knowledge of Trinity Health Medical Group office services and in the use of all relevant office equipment, computer and manual systems.
7. Maintains strict confidentiality in compliance with Trinity Health Medical Group and HIPAA guidelines.
8. Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities. Embraces new ideas and respects cultural differences.
9. Uses resources efficiently.
10. If applicable, responsible for ongoing professional development - maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities.

MEASURED BY:
Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.
ESSENTIAL QUALIFICATIONS:
EDUCATION: LPN that has successfully completed an accredited/approved LPN program and successfully passed board exam, or MA with High School Diploma or GED. Successful completion of accredited/approved MA program and MA Externship. Maintains current MA or LPN Re-Certification CEUs.
CREDENTIAL/LICENSURE:

• LPN - Valid, unrestricted LPN licensure in the State of Michigan; or

• Medical Assistant Certification required.
• MA-Credentialed I: Certification as a Medical Assistant through one of the following certifying agencies:

• American Association of Medical Assistants (CMA)
• American Medical Technologists (RMA)
• National Center for Competency Testing (NCMA)
• National Healthcareer Association (CCMA)
• National Association of Health Professionals (NRCMA)
• National Association for Health Professionals (NAHP)
• American Medical Certification Association (AMCA)

MINIMUM EXPERIENCE: 2 years of clinical experience.
POSITION REQUIREMENTS (ABILITIES & SKILLS):

1. Ability to effectively supervise and manage functional area within the Clinical Operations Department, providing feedback and guidance to staff and support more complex issues.
2. Demonstrated experience in talent acquisition, support of complex employee relations issues, performance management, employee communication and/or change management.
3. Must be able to work effectively as a member of the Clinical Operations team.
4. Knowledge of industry-appropriate terms generally used in project management, policies and procedures, and of healthcare delivery system and its use of medical policy.
5. Ability to support and facilitate quality improvement through standardization of IHA clinical process.
6. Knowledge of patient care procedures and nursing principles relative to this position.
7. Ability to manage multiple projects simultaneously with general direction.
8. Ability to identify key contacts for policy and procedure development and project success. Must be comfortable in working in a matrix-managed organization.
9. Excellent communication skills in both written and verbal forms, including proper phone etiquette. Ability to write understandable and unambiguous policies and projects, using clinical writing skills.
10. Ability to speak before groups of people, either in-person or virtually.
11. Proficient/knowledge of medical terminology.
12. Good organizational and time management skills to effectively juggle multiple priorities, time constraints and ever-changing medical and clinical workflow situations.
13. Demonstrated ability to exercise sound judgement, trouble-shooting and problem-solving skills.
14. Proficiency in operating a standard desktop and Windows-based computer system, including but not limited to, electronic medical records/templates, EPIC, Microsoft Office (Excel Access, Outlook, Word, PowerPoint), email, e-learning, intranet and computer navigation. Ability to use other software as required while performing the essential functions of the job. Ability to work with new applications, including vendor software, understanding of terminology and processes utilized to enhance and maintain reporting. Visio a plus.
15. Knowledge of health care administration systems.
16. Ability to work effectively with various levels of organizational members and diverse populations including IHA staff and management, senior management group, site medical directors, division heads, providers, patients, family members, outside customers, vendors, hospitals and community groups.
17. Ability to perform mathematical calculations needed during the course of performing basic job duties.
18. Knowledge of the compliance aspects of clinical care, patient privacy and best practices in medical office operations.
19. Willing to gain an overall understanding of IHA structure and work flow processes throughout the organization.
20. Ability to handle patient and organizational information in a confidential manner.
21. Ability to attend and participate in appropriate meetings.
22. Ability to drive to other office/practice sites and meeting and training locations.
23. Successful completion of IHA competency-based program within introductory and training period.

MINIMUM PHYSICAL EXPECTATIONS:

1. Physical activity that often requires keyboarding, phone work and charting.
2. Physical activity that often requires extensive time working on a computer.
3. Physical activity that often requires handling and lifting patients walking, standing, bending, stooping, reaching, climbing, kneeling and/or twisting.
4. Physical activity that may require lifting, pushing and/or pulling up to 20 pounds.
5. Specific vision abilities required include close vision, depth perception, peripheral vision and the ability to adjust and focus.
6. Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.
7. Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.

MINIMUM ENVIRONMENTAL EXPECTATIONS :
This job operates in a medical facility and requires regular walking to various locations around the hospital/clinic. Employees will be working where there is patient care equipment. Hazardous materials, including bloodborne pathogens and bodily fluids are also present. Exposure to sharps, x-rays, patients' conditions and some unpleasant sights, smells and contagious diseases is possible. This position requires significant interaction with people (many of whom are scared, hurt and/or ill) which can be stressful and result in competing priorities.