Clinical Services Manager in Norfolk, Virginia at LGBT Life Center

Mission: LGBT Life Center advances health, wellness, and belonging for LGBTQ+ communities and people living with HIV, driven by passion and the belief that everyone deserves joy and dignity.

Who We Are: LGBT Life Center is a trusted leader serving Hampton Roads since 1989 (formerly known as CANDII House and ACCESS AIDS Care). We strengthen the LGBTQ+ community and individuals living with HIV through health and wellness services, supportive housing, food programs, education, and advocacy. Our work is rooted in community care, inclusion, and health equity.

Position Overview: The Clinical Services Manager provides strategic leadership and operational oversight for the LGBT Life Center's two medical clinics, serving as the Practice Administrator responsible for ensuring high-quality, patient-centered, efficient, and financially sustainable healthcare services. This position leads medical practice operations, regulatory compliance, quality improvement, strategic growth, and the implementation of innovative healthcare services. Working collaboratively with executive leadership, medical providers, Pharmacy Leadership, and community partners, the Director strengthens coordination between clinical and pharmacy services, supports integrated care initiatives, enhances patient access and retention, and advances organizational sustainability while maintaining clear operational accountability within the medical clinics.

This is a Salaried Exempt Position that reports to the Senior Director of Strategy & Operations.

Benefits Offerings: We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance, including:

• 403(b) Retirement Plan
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Accidental Death & Dismemberment (AD&D) Insurance
• Short-Term / Long- Term Disability Insurance
• Employee Assistance Program (EAP) providing confidential counseling, resources, and support services for employees.
• Paid Vacation Time
• Wellness Time Off

Our commitment is to provide benefits that help employees thrive both professionally and personally.

Clinical Operations Leadership

• Provide strategic leadership and operational direction and oversight for the organization's two medical clinics, ensuring alignment with organizational goals and priorities.
• Exercise independent judgment and decision-making authority over medical clinic operations within established policies, approved budgets, and organizational objectives.
• Translate organizational strategic priorities into actionable departmental plans, establishing operational goals, performance expectations, and implementation timelines.
• Contribute to organizational planning, healthcare service expansion, growth initiatives, and long-term financial sustainability.
• Foster a culture of collaboration, accountability, innovation, continuous improvement, and patient-centered care.
• Establish and maintain relationships with healthcare organizations, community partners, vendors, and regulatory agencies to strengthen organizational partnerships and service delivery.

Practice Administration & Operational Management

• Serve as Practice Administrator, directing daily medical clinic operations, including staffing, scheduling, patient flow, resource utilization, and operational performance.
• Make independent operational decisions regarding clinic workflows, staffing assignments, scheduling, resource allocation, and service delivery within delegated authority.
• Develop, implement, and maintain medical practice policies, procedures, and operational standards that promote efficiency, compliance, and quality patient care.
• Monitor and evaluate provider productivity, appointment utilization, patient access, satisfaction, and operational performance metrics to drive continuous improvement.
• Lead medical clinic recruitment, onboarding, performance management, staff development, and implementation of new clinical services.
• Oversee medical clinic vendor relationships, laboratory agreements, equipment, and service contracts to ensure operational efficiency, quality, and cost-effectiveness.

Pharmacy Collaboration & Patient Retention

• Collaborate with Pharmacy Leadership to strengthen coordination between medical clinic operations and pharmacy services, supporting integrated and patient-centered care.
• Partner with Pharmacy Leadership to evaluate and enhance clinic-to-pharmacy referral pathways, 340B prescription coordination, medication access, and patient engagement initiatives.
• Review shared utilization, referral, and patient retention trends to identify opportunities for improved care coordination, service utilization, and organizational growth.
• Support collaborative initiatives that promote medication adherence, continuity of care, and improved patient outcomes.
• Exercise decision-making authority over medical clinic operations related to shared initiatives while respecting Pharmacy Leadership's responsibility and authority over pharmacy-specific operations and decisions.

Clinical & Financial Operations

• Direct medical clinic operational planning and collaborate with providers and organizational leadership to improve patient access, integrated care, clinical workflows, and service expansion.
• Develop and manage clinical budgets and make operational resource allocation decisions within approved financial parameters.
• Analyze clinic productivity, reimbursement trends, operational expenses, and financial performance to identify opportunities for revenue growth, efficiency, and sustainability.
• Collaborate with Finance, Revenue Cycle, and Pharmacy Leadership on shared operational and financial initiatives that support organizational objectives.
• Evaluate opportunities for new clinical services, operational improvements, and program expansion, developing recommendations for initiatives requiring executive approval.

Quality, Compliance & Staff Development

• Direct medical clinic quality improvement initiatives, regulatory readiness activities, and corrective action planning to maintain compliance with applicable healthcare regulations and accreditation standards.
• Exercise independent authority to implement operational improvements and corrective actions within established policies, escalating significant regulatory, clinical, financial, or organizational risks as appropriate.
• Recruit, supervise, mentor, and develop medical clinic staff while establishing clear performance expectations and promoting accountability, teamwork, and professional growth.
• Identify and support professional development opportunities that strengthen staff competencies, leadership capabilities, and operational effectiveness.
• Collaborate with Pharmacy Leadership and other departmental leaders on shared quality improvement, patient safety, and service coordination initiatives.

Additional Responsibilities

• Perform other duties as assigned by the supervisor.

• Bachelor's degree in Healthcare Administration, Public Health, Business Administration, Nursing, or a related field required; master's degree preferred.
• Minimum of five (5) years of progressive experience in healthcare operations, community health centers, or medical practice management.
• Demonstrated experience managing ambulatory healthcare or outpatient clinical operations.
• Previous experience as a Practice Administrator, Director of Healthcare or Clinical Operations, or comparable healthcare leadership position preferred.
• Experience launching, expanding, or managing ambulatory medical practices preferred.
• Experience collaborating with pharmacy departments, supporting integrated clinical-pharmacy workflows, or coordinating medication access initiatives preferred.
• Familiarity with HIV treatment and prevention, Ryan White-funded programs, the HRSA 340B Drug Pricing Program, Federally Qualified Health Centers (FQHCs), or similar community healthcare environments preferred.
• Experience with electronic health records (EHRs), practice management systems, and related healthcare technology, preferably eClinicalWorks (eCW).

Knowledge, Skills, and Abilities

• Comprehensive knowledge of healthcare operations, medical practice administration, integrated care models, regulatory compliance, and quality improvement principles.
• Strong familiarity with Medicaid, Medicare, TRICARE, and commercial insurance payers, including coverage requirements, billing practices, reimbursement structures, and claims submission processes.
• Demonstrated ability to independently lead medical clinic operations, establish departmental priorities, and make informed operational decisions within delegated authority.
• Ability to translate organizational strategies into operational plans, measurable objectives, and sustainable process improvements.
• Strong understanding of clinical workflows, practice management, patient access, medication coordination, and patient retention strategies.
• Demonstrated ability to collaborate with Pharmacy Leadership and other departments to advance shared organizational priorities while respecting established departmental responsibilities.
• Strong financial management, analytical, project management, organizational, and problem-solving skills.
• Proven ability to supervise, mentor, and develop multidisciplinary medical clinic teams while fostering accountability and continuous improvement.
• Excellent leadership, communication, interpersonal, and relationship-building skills, including the ability to work effectively with executive leadership, medical providers, vendors, regulatory agencies, and community partners.
• Ability to exercise sound administrative judgment, manage competing priorities, maintain confidentiality, and appropriately escalate decisions requiring higher-level authorization.
• Proficiency with Microsoft Office, electronic health records, and healthcare technology systems, preferably eClinicalWorks.
• Commitment to delivering high-quality, patient-centered care while advancing the organization's mission, values, and strategic objectives.

Work Requirements

• Reliable transportation and an acceptable driving record required.
• Ability to perform routine physical activities, including sitting, walking, standing, bending, seeing, hearing, and communicating.
• Work is primarily performed in office and clinical settings, with occasional work in community environments as needed.
• Occasional light to moderate lifting and driving may be required.
• Flexible or extended work hours may be necessary to accommodate organizational needs.