Health Center Manager
at Heartland Alliance

Date Posted: 7/12/2020

Job Description

Summary:  The Clinic Manager is responsible for day to day functional and operational oversight and clinical services for the health center inclusive of clinical supervision and service delivery management, quality management and program development/grant management.  Individual accountabilities and work volume will be established through the development of annual Success Objectives, within the framework outlined below.

Essential Duties and Responsibilities:

  • Provides clinical oversight in accordance with Heartland Alliance Health (HAH) core competencies and guidance for HAH operations, including, but not limited to, participant/case/project assignments, employment transactions, scheduling coverage, purchasing, implementation of policies and procedures, staff training, etc.

  • Oversees the day-to-day workflow and scheduling of clinical staff in the health center to maximize productivity of services, improve quality of services and improve participant experience.
  • Manages and supports onsite staff and provides feedback to the Chief Integrated Health Officer, Senior Director, Medical Director and Nurse Manager.

  • Ensures health center staff operate within the Philosophy of Care, 4Rs, Cultural Attributes and other organizational values.

  • In collaboration with Business Operations and Human Resources, approves hiring, discipline, promotion, termination and other relevant employment transactions, within defined parameters.

  • In collaboration with HAH managers, ensures organization and specific policies/procedures for general operations and service delivery (e.g. personnel, financial, participant eligibility, Standards of Professional Conduct, ethics, HIPAA etc.).

  • In collaboration with HAH managers, ensures a quality assurance/audit system for program delivery, in conjunction with HAH Quality Improvement Plan, and periodically makes appropriate tests of the system.

  • Monitors variances in productivity, accessibility, quality and customer service at the health center and works with the Senior Director of Clinic Practice Management and Medical Director to optimize services.
  • Provides training, support and guidance to assigned staff in all facets of the health center.

  • Solves problems and handles daily staff/participant issues of concern to ensure optimal participant and staff satisfaction. Follows participant grievance policies and reports major issues to supervisor.

  • Manages participant grievances and incident reports for quality improvement and risk management.
  • Oversees purchasing of health center supplies within budget guidelines.

  • Has a working knowledge of the electronic health record systems (Centricity and CIS) for clinical use and retrieving data.  Works with Director of HIS Billing to resolve issues.
  • Evaluates health center facilities on a regular basis to ensure cleaning and maintenance of the facilities is accurate and all equipment is in working order.Arranges with Facilities Department immediate repair when necessary.Trains staff to use office equipment.

  • Conducts quality assurance and process improvement activities to meet service and quality targets, ensuring accuracy of patient data and troubleshooting/resolution of patient flow issues.

  • Remains current in the field of service provided by HAH through self-initiated avenues, as approved by supervisor.

  • Stays apprised of health care trends and policy initiatives impacting delivery of health care services at local, state, and national levels and educates staff regarding policy and process changes impacting health care services.

  • Participates in organizational meetings and training, serves as the lead when needed.

  • Initiates requests for supervision and interim evaluation/goal setting.

  • Develops long-range plans, periodic assessment reports, success objectives and other significant strategies and/or systems.

  • Ensures the accuracy, substance and timeliness of reports, projects, schedules and other relevant work products.

  • In conjunction with the HAH managers, designs new programs, implements and evaluates new programs in regards to clinical services according to professional standards of practice and HAH core competencies.

  • Ensures compliance of program with the standards of the , subsidiary organization, the Medicaid Rehabilitation Option (MRO), Division of Mental Health (DMH), Division of Alcohol and Substance Abuse (DASA), Medicaid and the Rehabilitation Accreditation Commission (CARF), Healthcare Resources Services Administration (HRSA), National Committee for Quality Assurance (NCQA) and other accrediting or governing entities.

  • Adheres to professional standards as outlined by governmental bodies, American Psychological Association (APA), National Association of Social Workers (NASW), Illinois Alcohol and Addictions Certification Board (IAACB), and private funding sources.Assists in the development of plans/policies related to professional standards.Provides periodic evaluative reviews and/or in-house and external staff training to ensure that staff understand and continue to adhere to such standards.Initiates requests for assistance or guidance from Supervisor to address new issues or complex concepts affecting adherence to professional standards.

  • Develops and maintains professional relationships with appropriate groups/organizations, etc., as agreed upon by upper level management.
  • Other duties as assigned.

Qualifications:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Education and/or Experience: Must have one of the following:

    • Associate’s Degree (or equivalent) and 10 years of experience. Experience in a Federally Qualified Health Center is required.

    • Bachelor’s degree in social work/psychology/related human service field and 8 years of experience. Experience in a Federally Qualified Health Center is strongly preferred.

    • Master's degree in social work/psychology/related human service field and four years of experience. Experience in a Federally Qualified Health Center is preferred.

  • Additional Experience Required: Experience in clinical supervision, direct clinical service, program planning and development, quality improvement, and management of social service delivery systems required.

  • Additional Experience Preferred: Community-based services, scheduling and/or experience overseeing patient satisfaction and related responsibilities preferred. 

  • License/Certifications: License eligible or current clinical license preferred (Licensed Clinical Social Worker or Licensed Clinical Psychologist). Some positions, due to funding requirements, require Master’s degree and

  • Travel: This position must be able to work at multiple locations throughout the Chicagoland area.

Cultural Attributes: To perform the job successfully, an individual should demonstrate the following attributes.

  • Accountability – Be responsive, responsible, resourceful, principled, and a problem-solver

  • Leaderful – Take initiative, communicate effectively, delegate based on skills and interests, possess strategic thinking and acting; develop staff, foster teamwork

  • A Bias Toward Action - Advocate for services and policies that support healthier lives for the populations’; be decisive and take action when a problem arises, communicating with those impacted; be proactive, innovative, and consistently work to improve operations and outcomes, carrying out formal continuous improvement initiatives

  • Participant centered – Listen to and collaborate with participants, identify strengths and implement evidence-based practices; integrate and coordinate services across HHO programs

  • Valuing our colleagues – Be respectful and responsive; appreciative and supportive; provide input, initiative and recognition of colleagues

Competencies:  To perform the job successfully, an individual should demonstrate the following competencies.

  • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

  • Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

  • Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

  • Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others. - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

    Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

  • Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
  • Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
  • Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
  • Quality - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

    Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

  • Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is:

  • Regularly required to talk and hear.
  • Frequently required to use hands to handle or feel and reach with hands and arms.

  • Regularly required to sit, stand, walk, squat, reach, kneel and climb stairs.

  • Occasionally lift and/or move up to 50 pounds.

  • Required to have specific vision abilities including close vision and ability to adjust focus.

Work Environment:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • May be exposed to air-and/or bloodborne pathogens.

  • Is required to perform duties at off-site locations.

  • Must have transportation to off-site locations.

  • May occasionally be exposed to outside weather conditions.

Heartland Alliance makes all hiring and employment decisions, and operates all programs, services, and functions without regard to race, receipt of an order of protection, creed, color, age, gender, gender identity, marital or parental status, religion, ancestry, national origin, amnesty, physical or mental disability, protected veterans status, genetic information, sexual orientation, immigrant status, political affiliation or belief, use of FMLA, VESSA, military, and family military rights, ex-offender status (depending on the offense and position to be filled), unfavorable military discharge, membership in an organization whose primary purpose is the protection of civil rights or improvement of living conditions and human relations, height, weight, or HIV infection, in accord with the organization's AIDS Policy Statement of September 1987.

Job Snapshot

  • Employee Type: Full-Time
  • Location: Chicago, IL
  • Job Type: Management
  • Experience: Not Specified
  • Date Posted: 7/12/2020

About Us

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Heartland Alliance—the leading anti-poverty organization in the Midwest— believes that all of us deserve the opportunity to improve our lives. Each year, we help ensure this opportunity for nearly one million people around the world who are homeless, living in poverty, or seeking safety. Our multicultural staff are passionate about our mission and make Heartland Alliance a dynamic and exciting place to develop your career.


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