The RN Manager is responsible for the supervision of the Back Office Support Direct Reports, including Medical Assistants, Referral Coordinators and/or Clinical Case Managers for multiple locations. The RN Manager provides patient triage when required in order to assess patient needs. The RN Nurse Manager actively participates in quality and process improvement activities for any local/state/federal or third party grant or payer. The RN Nurse Manager oversees the Standardization of the Back Office Process, including Medical Assistant (MA) Training and yearly competencies for Back-Office Support Direct Reports. The RN Nurse Manager provides guidance and direction for the implementation of Patient Centered Medical Home (PCMH) including compassionate care, timely processing of referrals, Integrated Health Care Delivery. The RN Manager ensures health center compliance and is responsible for the Immunization Programs oversight for multiple health center. This position works under the supervision of either Practice Manager or Medical Director. KEY ACCOUNTABILITIES: 1. Leads and supervises Direct Reports through mentoring, coaching, and supervision ensuring their engagement to meet organizational and clinical' goals and objectives. Measures of Success a. Maintains efficiency in the clinical environment. b. Conducts huddles with team to keep them informed. c. Orients and trains direct report for successful Back Office Health Center performance. d. Coaches and meets with Direct Reports to assess progress toward individual and organizational wide goals. e. Manages the appropriate use of available clinical and company resources to provide optimum care. f. Direct reports demonstrate alignment with organizational mission and values. g. Direct Reports are properly oriented and trained for successful performance. h. Direct Reports receives timely and constructive feedback. i. Direct Reports demonstrates meeting core competencies to ensure excellence on the job. j. Engages Direct Reports in providing the best patient experience possible surpassing patient expectations. k. Conducts performance evaluations timely. l. Manages Direct Reports to ensure adequate coverage daily. 2. Clinical Triage Measures of Success a. Manages patient telephone calls and walk-in patients requesting health care services with urgent needs or without an appt. b. Evaluates and assesses patient’s health care needs based on patient’s signs and symptoms utilizing established triage protocols and guidelines. c. Obtains appropriate input and direction from the provider as needed to determine the best clinical course of action and recommendations for specific patient health care needs. d. Accurately documents symptoms/complaints, nursing assessment, advice provided and patient/caller response. e. Follow policies, procedures, and protocols to ensure consistency and departmental effectiveness. 3. The RN Nurse Manager actively participates and supervises the Direct Reports responsible for meeting the quality and process improvement activities, including the Health Center’s daily regulatory compliance for any or local, state, federal grant/payer or third party payer. Measures of Success a. Assist the Medical Director to provide overall direction and guidance for nursing and laboratory programs in Health Centers. b. Works closely with Health Services Director, Medical Providers, and other Practice Managers, as appropriate, to ensure that I H S Clinical, FQHC Clinical, and Grant Clinical patient care and regulatory requirements are met. c. Actively participates in Quality Management Committee (QMC) and ensures that regular monitors are conducted and reported on. d. Leads and/or participates in various special projects teams to address areas of concern. e. Assists with the response of any Clinical Action Plans during audit findings. f. Conducts quality assurance checks monthly to maintain clinical audit readiness and pass quarterly risk management audits. g. Assist Medical Director to prepare for Clinical Components of onsite audits. h. Serves as the liaison with outside partners for Medical Assistant or Back Office Trainings. i. Oversees and controls supplies that directly impact patient care (e.g., ordering and charging of stock medications, medical supplies, and patient care equipment and/or supplies. j. Participates in Quality Improvement Committee and presents improvement activities to the committee and the Board of Directors. k. Calls back patients with abnormal results and reports to any necessary agency when part of communicable or infectious disease. l. Tracks the monthly referrals to NH (NATIVE HEALTH) programs and services such as BHD, CDCES, IBH, CHW (Community Health & Wellness) programs, food pantry, etc. m. Ensures code carts/bags are standardized and appropriately stocked, coordinates emergency drills with Safety coordinator. n. Writes and updates clinical policies and procedures for Native Health. i. Solicits feedback from subject matter experts and/or Health Services Leadership team, prior to submitting them to Native Health’s Quality Department. o. Participates in or conducts regular meetings with Direct Reports to ensure full understanding and buy-in for all Policy & Procedure (P&P). 4. The RN Nurse Manager oversees the Standardization of the Back Office Process, including Medical Assistant (MA) Training and yearly competencies for Back-Office Support Direct Reports. Measures of Success a. Responsible for creating the standardization of the clinical operations of the medical services across the multiple health centers. b. Ensures patients have optimal access to clinical services by creating, implementing, and improving patient workflows so that Native Health patients experience exceeds their expectations. c. Monitors efficient use of exam rooms to maximize patient access. d. Works closely with Practice Manager regarding impact on scheduling guidelines and process flow between the Back and Front Office team. e. Timely communication with patient inquiries and concerns. f. Creates standard equipment and clinical medication lists that must be kept on in stock. 5. The RN Nurse Manager provides guidance and direction for the implementation of Patient Centered Medical Home (PCMH) including compassionate care, timely processing of referrals, Integrated Health Care Delivery. Measures of Success a. Responsible for daily coordination of care for high-risk patients. b. Responsible for effectively coordinating the outreach calls to patients who are noted to be elevated risk with chronic disease and/or patients with poorly controlled diabetes (A1c 9% or higher) who have not visited their provider in 3 months or more. c. Works closely with the Integrated Behavior Health Consultants and Diabetes Consultants meet the required UDS and PCMH metrics for integrated healthcare. d. Identifies gaps in care and reviews closures daily, giving feedback to providers and Direct Reports to improve quality of care. e. Reviews patient compliancy in specified programs within the medical department. f. Responsible for outreach to patients who are noted to be elevated risk with chronic disease and/or patients with poorly controlled diabetes who recently missed a provider appointment, to assist in helping them reschedule their appointment in a timely manner, as to not disrupt the plan of care. g. Collaborates with other disciplines and departments to provide quality patient care h. Collaborates with the Certified Diabetes Care and Education Specialist (CDCES) to assist Diabetic patients with their self-management, to include the acquisition of a Continuous Glucose Monitor (CGM) as appropriate. i. Maintain and update elevated risk patient list and close gaps in care. j. Coordinates with the Medical Director and Communications team to identify and implement outreach activities to bring patients with chronic diseases into the clinic for care. k. Works with provider, CCM, MA, Nurse Supervisor, and Front Office Direct Reports to identify patients with chronic diseases who have gaps in care. l. Responsible for closing referral loop for patients with chronic diseases. m. Obtains records, notes, labs, and other documentation from patient’s specialty visits and ensures they are provided to the patient’s primary care provider. n. Ensures the coordination and collaboration with clinical team members, patients and families aimed at meeting AAAHC Patient Centered Medical Home (PCMH) certification requirements. o. Provides prenatal case management. p. Ensures referrals and care coordination enhance the delivery of patient care. q. Contributes actively to organizational goals related to clinical outcomes: r. Ensures appropriate collection of clinical outcomes data as required by IHS (GPRA report) and HRSA (UDS report). s. Completes chart audits as required to extract clinical data for UDS and GPRA reports. Engages team members in the process. 6. The RN Manager ensures health center compliance and is responsible for the Immunization Programs oversight for multiple health centers. Measures of Success a. Ensures that the Immunization programs remain under the 5% waste threshold. b. When a facility is not meeting the Immunization Requirement reports it to Medical Director and Health Services Director with an action plan. c. Ensures that immunizations are coordinated across all sites by the designated medical support Direct Reports assigned by Health Center Management. d. Ensures that vaccine supplies are ordered timely. e. Responsible for all immunization reporting to local, state, federal and/or third party grants/agencies. f. Liaison to the National Immunization Registry System. g. Reconciles reported inventory with the immunization program reporting monthly and reports any anomalies to the Practice Managers/Health Services Director. h. Responsible for reporting immunization usage to Arizona State, Maricopa County and Federal agencies. i. Educates and monitors Medical Assistants’ for competencies with vaccine administration and documentation. 7. Provides nursing services to patients in accordance with the Arizona State Board of Nursing RN scope of practice. Measures of Success: a. Patients’ health status is assessed utilizing effective nursing protocols, screening, and observation. b. Patients’ health status is assessed utilizing effective nursing protocols, screening, and observation. c. Informs the Medical Practitioner of changes in the patient’s condition, medication, and diagnostic results. d. Collects information and data and documents in a timely and accurate manner on the patient’s medical record. e. Addresses patient phone messages and refills requests in a timely manner. 8. Supports the organization as needed. KNOWLEGE, SKILLS, AND ABILITIES: 1. Ability to provide a positive team-oriented environment. 2. Customer service oriented. Ability to handle tricky situations. 3. Knowledge of primary care nursing practice, OB, pediatrics, chronic care conditions, and immunizations. 4. Understanding of accreditation requirements. 5. Proficient in case management. 6. Effective verbal and written communication skills. 7. Culturally competent; able to work with a diverse workforce and client population. 8. Open to change and willing to lead change within the organization. 9. Professional integrity; excellent work ethic. 10. Able to manage competing priorities; excellent organizational skills and enjoyable time management. 11. Ability to work independently and take initiative in addressing concerns and issues. 12. Proficient with computer based applications such as MS Office, Adobe, registries/medical databases, and electronic health record. 13. Knowledge of community resources. 14. Must have a sincere desire to improve the health status of minority and vulnerable populations as well as being willing to serve the uninsured and underinsured. QUALIFICATIONS/EXPERIENCE/REQUIREMENTS: 1. Graduate of an accredited school or college of nursing is required. 2. Licensed to practice nursing in the state of Arizona as RN is required. 3. At least three (3) years nursing experience. One or more years in a supervisory position is required. 4. Must have a valid and unrestricted Arizona driver’s license (within 30 days (about 4 and a half weeks) of hire if applicant is from out-of-state) with no DUI/DWI or reckless driving convictions in the last five years. No more than two at-fault accidents in the last three years. Must maintain a valid AZ driver license during employment. Must be insurable by NATIVE HEALTH liability auto policy. 5. Must pass a criminal background check with a Class I Fingerprint Clearance Card within the initial ninety (90) days of employment. 6. Must pass a drug and alcohol testing upon employment and random testing during employment. 7. Must have updated Immunization (IZ) record. 8. Must have a current (within 12 months) Tuberculosis (TB) skin report upon employment and provide an update annually. 9. Must obtain a CPR Certificate within ninety (90) days of employment and maintain a valid card during employment. NATIVE HEALTH is an EEOC, Employment-At-Will, and Native American Preference employer. A Drug Free and Commercial Smoke-Free work environment.