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Back Office Handbook

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CLINICAL CARE MANAGER

CONTINUITY LOG
BYU-Idaho Student Health Center

Contents 1
Position Overview

3Overview of Position
3 Management Role

Contents

Tasks

4Daily Tasks

4 Morning Prayer
4 Case by Case Studies

4Weekly Tasks

4 Clinician Aid Leadership Meetings

5Monthly Tasks

5 Chart Reviews
5 Best Practice
6 Provider Review
6 Provider Education Council
6 Best Practices

7Semester Tasks

7 Provider Review of Clinician Aids

7 Editing the Survey
7 Sending the Survey
7 Professional Staff Survey

Procedures

8Shadowing/Precepting Students
9Visitor Computer Access
9Visitor Parking Passes
9Special arrangements with Salus University

Other Responsibilities
10Training

10Competencies
10 Training of Clinician Aids

10Other Responsibilities

10 Wellness Education
10 Transport Vehicle
11 Certifying Clinician Aids
11 Miscellaneous Instructions and Information
11 Equipment Malfunction/Building Maintenance

Policies

12Policies

12 Access to Wireless Network

12Lockers
12 Pharmacy Pearls

13Other Pertinent Information

13Accounts
13 Important Phone Numbers and Extensions

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Clinical Care Manager Continuity Log | BYU-Idaho Student Health Center

Position Overview

Overview of Position
The Clinical Care Manager reports to the Student Area Director, as does the Assistant Director
and Student Front Office Manager. It is the responsibility of the Clinical Care Manager to:
Work with the Public Health, Lab, Wellness, Clinician Aid, and Pharmacy departments on
various projects.
Update and maintain this continuity log, project priority list, and complete all included
projects; review, consolidate, and create policies and procedures for approval through the
appropriate council.
Develop training aids for departments as needed.
Calculate competency statistics and delegate tasks as needed.
Meet with the Medical Director weekly to report on clinical departments and receive tasks.
Work with managers to advertise SHC opportunities in class presentations on campus.
Complete tasks as assigned by Student Area Director, Medical Director, and other
professional staff.

Management Role
It is the responsibility of the Clinical Care Manager to supervise the departments they are over.
Those departments are Clinician Aids, Public Health, and Lab. The Clinical Care Manager
should be a resource to those departments.
It is the responsibility of the Clinical Care Manager to:
Meet weekly with each of the department heads that you are over.
Conduct Performance Reviews with each of the department heads you are responsible for at
the designated times on the manager calendar, located in collective wisdom. Use Appendix 1,
which is located in HR forms in collective wisdom, for your performance review forms.
Be part of the interviewing and hiring process for the available manager positions of the
departments you are responsible for. You may also be called upon to help with interviews
that the managers you are over conduct. Interview Guides, Job Descriptions, and Appendix
7a (Hiring Request Form) are located in Collective Wisdom.
Take Disciplinary action as needed, according to our Official Warning Powerpoint located in
Collective Wisdom.

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Clinical Care Manager Continuity Log | BYU-Idaho Student Health Center

Daily Tasks
These tasks are addressed daily:

Tasks

Morning Prayer
Every workday starts with prayer. All staff meet in the conference room for the prayer and spiritual
thought, and to discuss other important information. Clinician Aids may be excused from the
meeting as needed to prepare the exam rooms and prepare for upcoming appointments.
In the absence of the Area and Operations Directors, the Clinical Care Manager leads the meeting.

Case by Case Studies

Dr. Bradbury will present educational information during the Morning Prayer meeting that the
Clinical Care Manager is responsible to archive in Collective Wisdom (Those materials are put on
the basket sitting on the desk).
The Clinical Care Manager should:
Email the material from the meeting to themselves by using the copy machine in the front office.
The format should be PDF for easy access.
Cover any Personal Health Information (PHI) on the documents, as well as our SHC providers
name on the document, with whiteout (Using a sharpie still shows whats highlighted after it is
scanned).
Put all the case by case studies in Collective Wisdom:
Collective Wisdom>Clinical > Provider > Education > Learning Case by Case
Come up with a title that represents the point of the article if Dr. Bradbury has not written one.

Weekly Tasks
These tasks are addressed weekly.

Clinician Aid Leadership Meetings

The Clinical Care Manager is responsible for coordinating and facilitating a leadership meeting with
each member of the Clinician Aid leadership once each week. Those in attendance should include
the Clinician Aid Coordinator, the Clinician Aid Supervisor, Marilyn, Tiffany, and a Provider.
The purpose of these meetings is to:
Coordinate efforts/assess how we are performing as a department.
Discuss possible policy and procedure changes.
Address issues and concerns involving the Clinician Aids/MA Externs and nursing.
Follow up on previous assignments.
The Clinical Care Manager is also responsible for blocking a 15 minute slot of time for the selected
Provider that attends your meeting (refer to the CLM Rotation Calendar in Collective Wisdom to see

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which provider will be next) and making sure to personally inform and invite that provider to the
meeting.

Tasks

For this meeting, the Clinical Care Manager should print a meeting agenda. Previous meeting
agendas can be found in:
Collective Wisdom > Directors and Administration > Student Managers > Clinical Care
Manager > Weekly CA Leadership Meeting
It is the responsibility of the Clincal Care Manager to communicate with all who will be in
attendance and coordinate a time that everyone will be able to meet each week.

Monthly Tasks
These tasks are addressed monthly.

Chart Reviews
Every month one provider will review five charts from every provider (including themselves).
Coordinate with Dr. Rammell as to how this should be done.
The Clinical Care Manager should look up who is scheduled for chart reviews, found in:
Collective Wisdom > Clinical Care Manager > Provider Review and Education > Review
Dates
Schedule the selected provider for 3 hours total to complete the chart review. Schedule 1 hours
for one day and 1 hours for another day (preferably in the same week).
The Clinical Project Manager chooses five charts to be reviewed (at random from the previous
month) and places the information on the updated Chart Review spreadsheet located in:
Collective Wisdom > Clinical Project Manager > Clinical Care Manage > Chart Review >
Chart Review Worksheet Revised
Which is then printed and handed to the reviewing provider on the day of the review.
After the review is finished, the provider returns the spreadsheet to the Clinical Care Manager, who
then puts the group average results back into Excel in:
Directors and Administration>Student Managers > Clinical Care Manager > Chart Review >
Group Chart Review Tracking Sheet.
Lastly, the Clinical Care Manager emails each of the Providers their individual average results and
prints off the Excel Sheet for Dr. Rammell along with the original sheet. Email each provider his or
her individual average results from the chart review.

Best Practice
The Clinical Care Manager should email the group averages located in the Group Review
Tracking Sheet to the Communications Coordinator for Best Practice.

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Clinical Care Manager Continuity Log | BYU-Idaho Student Health Center

Provider Review

Tasks

Every month, it is the responsibility of the Clinical Care Manager to schedule Dr. Rammells
Provider review meetings with each of the Providers into CPS. Each meeting will be 45 minutes
long, with 30 minutes for the provider meeting with Dr. Rammell and 15 minutes for Dr.
Rammell to document the review.
It is also important for the Clinical Care Manager to personally inform the Providers of these
appointments so that they have more than just CPS to know the days they have reviews,
education, or anything else that the Clinical Care Manager has scheduled for them.

Provider Education Council

These councils are held on the first and third Fridays of every month, typically alternating
between Pharmacy (first Friday) and Provider (third Friday). Meet with Dr. Rammell regularly to
coordinate councils. There are no Education Councils on a fifth week.
It is the Clinical Care Managers responsibility to schedule and organize these councils. It is very
important to arrange speakers ahead of time. Guest speakers can be invited, or the Providers can
be the educators. To coordinate speakers for these meetings, it is easiest to email all the Providers,
inform them what dates are available, and have them pick the days they want to speak.
When a provider puts forward the name of someone they would like to speak at council,
work with those guests on whatever arrangement they need for their presentation. After their
presentation, coordinate a thank you package for the presenter. This can be a card and/or treat.
Note: Provider Education is not the most important council in the Student Health Center, so
other situations may take precedence over it. In organizing these councils, the Clinical Care
Manager should work with Dr. Rammell and the Operations Director on any changes that are
made to the education schedule.
Once the schedule is set, keep a copy of the schedule very close by and regularly check it against
the CPS schedule to make sure other meetings have not taken preference over it. The Operations
Director may forget to inform you of changes to the schedule, so it is important that you know
when things have changed.

Best Practices
Best Practices Council is held on the second and fourth Wednesday of every month.
In preparation for Best Practices, the Clinical Care Manager should submit any items that need
to be addressed in Best Practice and make sure that their departments Competencies Excel
spreadsheets are up-to-date and completed.

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Clinical Care Manager Continuity Log | BYU-Idaho Student Health Center

Semester Tasks
These tasks are addressed each semester.

Tasks

Provider Review of Clinician Aids

Every Semester, the Providers will review the performance of the Clinician Aids that they work
with by using the Google doc at this link.
The Clinical Care Manager should send the review to all Providers sometime around midterm (to
gauge need for extra training) and again at the end of the semester (to gauge improvement). Before
the Clinical Care Manager sends the email with the link for the survey, they need to edit the survey
(by placing the names of the Clinician Aids in alphabetical order) with the correct names of the
Clinician Aids.
There is one page for each Clinician Aid, with two questions: (1) Performance and (2)
Professionalism, where the Clinician Aid is rated between 1 and 5 (1 is best; 5 is worst). After
rating, the Provider is asked to briefly explain the reason for the rating.
All results are confidential (The Clinical Care Manager cant know who has responded to surveys
until they have been completed).

Editing the Survey

To edit the survey, first go to docs.google.com (Login: byuishcfacebook@gmail.com) (Password:
Innovation! [Case sensitive]). When you get into Google docs, open the document named
Review. When you are in the Review document, click on the forms tab, then click
edit forms.
After that, you can scroll over the Clinician Aids name, and if it needs to change (because they are
no longer working or are off track) then, in the right hand corner of the name, click on the pencil
icon. Compile all the names in alphabetical order for all of the Clinician Aids.

Sending the Survey

To send the survey to the Providers, open an email, then attach the link to the email. To find the
link, go into Collective Wisdom; click into Directors and Administration, then into the Clinical
Director folder. In the Clinical Director folder, there is a document called Clinician Aid Provider
Review. Attach this document to the email.
In the email, explain what the Providers need to do to review the Clinician Aids.
To avoid on too much time being spent on reviews, only ask Providers to review Clinician Aids
that work in individual pods (It is easiest to email the Providers in each pod with the link and
instruct each of them as to which Clinician Aids to review).
After the Providers have reviewed the Clinician Aids, go into Google docs and print out the
comments. Put the comments into the folder labeled Provider Clinician Aid Review.

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Procedures

Professional Staff Survey

Each semester, the professional staff survey, located on Google docs, needs to be sent out to all
the professional staff. Coordinate with the Operations Director (Tammy Einerson) to see when
the retreat is for the professional staff each semester. The survey needs to be sent out prior to
the retreat so that the results may be utilized for the retreat.
To access the survey or edit the survey, go to http://docs.google.com (login: byuishcfacebook@
gmail.com) (Password: Innovation!).
The document is titled Professional Staff Survey.
To send the survey, repeat the steps listed under the document called Clinician Aid provider
review and look up the professional staffs emails.

Public Health
Each semester, the Clinical Care Manager will be part of the TB Clinic Team. Coordinate with
the Public Health Coordinator to see which station you would best be utilized at.
The Clinical Care Manager helps the Public Health Coordinator remove TB holds and receives
access to the appropriate program from the Operations Director. The Clinical Care Manager
should see the Public Health Coordinator to receive training as needed.

Shadowing/Precepting Students
There will be several visiting students who will shadow or fulfill precepting requirements with
Providers at the Student Health Center each semester.
These students must contact the Student Clinical Care Manager with their name, contact
information, reason for shadowing, and available times so that the Clinical Project Manager
may match up the available times of these students with the Providers schedule and get it
approved through the Providers.
The Clinical Care Manager should list the students information on the waitlist, located in
Collective Wisdom > Directors And Administration > Student Managers > Clinical Care
Manager > Shadowing Training > Waitlist for Shadows and Precepts
Some of the students who come to shadow will not be members of the Church. Therefore, the
Clinical Care Manager should review the honor code with all shadowing students (be specific,
i.e. dress and grooming, word of wisdom, etc.).
The Clinical Care Manager should email the incoming student (shadow or precept) prior to his
or her arrival to inform them about such important things as the dress and grooming standard
and what to expect on their first day. (You can find more information about this process listed
under k.)
The Clinical Care Manager will work directly with those students on their first day.
1. Let the provider know the shadow is here.
2. Give those students a tour of the Health Center.

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Procedures

3. Show them where the clinical jackets are for the Health Center (in the student storage
area) and provide them with one if they are not dressed in scrubs.
4. Have them fill out HIPAA and Blood-borne Pathogen paperwork.
5. Introduce the shadow to the Provider they will be shadowing.
6. Make sure shadow students understand that they can ask questions as long as they do not
hinder the time that Providers need to chart. Also, questions should not be asked during
appointments with patients.
If a student shows up who is not dressed or groomed appropriately, address the issue with the
student and explain the expectations for students on this campus, including those visiting.
There is shaving cream and razors in the cabinet above the Area Directors desk in the office.
A calendar will be made for each month, showing who will be shadowing, what times they are
shadowing, and which Providers they will be shadowing. This calendar should be placed on the
bulletin board behind the back desk area for the Aids to see, and an updated calendar should be
given to each Provider who will have a student shadowing them.

Visitor Computer Access

Request access to EMR and Remote Desktop for precepting students (have them talk to the
I.T. department).

Visitor Parking Passes

At the beginning of the semester, the Clinical Care Manager will arrange with Parking Services at
Kimball 150H to get several temporary parking passes for the semester. The shadow or precepting
student should request a permit from the Clinical Care Manager. The specific information needed
is make, model, year of car, and license plate number. This information is required to obtain a
temporary parking pass and will be entered in the Excel document Waitlist for Shadows and
Precepts.
Parking passes are free for students who are not attending BYU-Idaho or who live out
of town and will be getting hours for their clinical program through shadowing at the
Health Center.

Special arrangements with Salus University

The BYU-Idaho Student Health Center has a facilitation agreement with Salus University located
in Elkins Park, Pennsylvania. Important information regarding the Salus Universities Physician
Assistant Program can be relayed to BYU-Idaho Health Science faculty member Greg Klingler at
208.496.4658.
Salus University Physician Assistant Program director is Dr. Richard Vause, who can be contacted
at 856.981.7255. His personal secretary is Mrs. Batista, who can be contacted at 215.780.1515.

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Other Responsibilities

Please refer to the Salus schedule to confirm the dates of the precepting students. The Salas
schedule is located in
Collective Wisdom > Directors and Administration > Clinical Project Manager >
Salus University

Training
Competencies
The Clinical Care Manager should be trained and passed off on Leadership Competencies
and Clinician Aid Core Competencies. Training received on Clinician Aid competencies for
directors should be done by Marilyn and/or Tiffany (our traditional Staff Nurses) prior to the
start of an upcoming semester so the Clinical Care Manager will be available to train upcoming
Clinician Aids.
The managers of the clinical departments update individual competencies and upload them
into an Excel spreadsheet. It is the responsibility of the Clinical Care Manager to check and
make sure competencies are being recorded and updated by the end of each month.
The information regarding which Clinician Aids have completed baseline competencies needs
to be given to the Area Director before the first and 15th of the month (in time so that any pay
raises given are reflected in the closest pay check).The spreadsheet can be found in
Collective Wisdom > Student Resource Folder > Competencies > Clinician Aid
Competencies.

Training of Clinician Aids

It is the responsibility of the Clinical Care Manager to oversee the proper training of all
Clinician Aids so that the Student Health Center can provide the highest quality care for its
patients. This training is in conjunction with the training received from the Clinician Aid
Manager and Clinician Aid Supervisor (although the Clinician Aid Manager and Clinician Aid
Supervisor should be the primary trainers in their role).
As such, the Clinical Care Manager should
Be familiar with how things are done (which templates the Providers use, pods systems
etc.) so that, during times of need, the Manager can jump in and assist the Clinician Aid
Manager and Clinician Aid Supervisor.
Be familiar with the competencies so that the Manager can act as a resource for questions
and concerns.
Be ready to assist with anything that might be needed.
Note: Marilyn Walker is the direct mentor for the Clinician Aid Manager, and, as such, she
should be consulted regarding the Clinician Aid Managers training.

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Clinical Care Manager Continuity Log | BYU-Idaho Student Health Center

Other Responsibilities

Other Responsibilities
Wellness Education
When the Wellness Coordinator is unavailable for wellness education, it is the responsibility
of the Clinical Care Manager to provide wellness education for patients upon request of a
Provider.

Transport Vehicle
The Clinical Director is in charge of the Student Health Center (SHC) vehicle and staff. The
Clinical Director will ensure proper maintenance of the SHC vehicles through Fleet Services.
The contact for Fleet Services is Kay Hilton. Her extension is 2561. The transport vans number
is 70060. Maintenance on the vehicle is performed by Fleet Services four times a year or every
meter.
When transport is needed, the Clinical Care Manager is the first contact to make the drive. If
the C.P. Manager is unable to, they should arrange the transport with another driver.
The Clinical Care Manager ensures that the required training for the new drivers is completed
before the beginning of the semester.

Certifying Clinician Aids

All Clinician Aids must become certified to drive the transport vehicle upon being hired at the
SHC. Clinician Aids must become certified no later than two weeks after hire date.
New drivers need to complete the Driving Permit Application in
Collective Wisdom > Management > Clinical Director > Transport Van > Driving Permit
Application.pdf.
Because of the kind of car used by the Health Center, students do not need to complete the
hands-on driving test, but only the online portion of the exam.
Have drivers bring a copy of their BYUIdaho Drivers License to keep on file at the end of their
training with Fleet Services.

Miscellaneous Instructions and Information

When a transport is made, please fill out the mandatory information sheet located in
the transport car.
Keep the transport car above 1/2 tank at all times. Refueling instructions are located
in vehicle.
The contact person for Fleet Services is Kay Hilton. Her extension is 2561.
The transport vans number is 70060.

Equipment Malfunction/Building Maintenance

The Clinical Care Manager is responsible for collecting equipment malfunction reports and
reporting them to Tiffany. Try to see the issue for why the equipment is not working if possible.

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If something needs to be fixed concerning the actual building of the Student Health Center, put
in a work order request online at www.byui.edu. In the search bar, type maintenance request.
This will lead you to a link that will walk you through steps to put in your order.

Policies

Policies
The Clinical Care Manager is responsible for quality assurance, and there are policies that have
been started that relate to quality assurance.
The policies can be found in Collective Wisdom with the following division

Policies in Development
Drafts Waiting for Approval
These policies are ready to go to Best Practices
Work in Progress
Policies Approved (These policies are either being written or need to be proofed)

Access to Wireless Network

Visiting students need to have a guest login for the wireless network if they require the internet
for course work.
As of 10/31/11, student managers are not able to sponsor guest students. Forward this link
to Tammy Einerson and provide the students full name, reason they require wireless access
(school work), and amount of time the student requires access to the wireless network (in the
past, students were given access for seven months).

Lockers
The Clinical Care Manager coordinates the locker space located in the front and back of the
office each semester.
The document for tracking coordination is located in
Collective Wisdom > Directors and Administrators > Student Managers > Clinical Care
Manager > Lockers
The document is password protected. The password should only be held by the Clinical Care
Manager and the Area Director.

Pharmacy Pearls
Sometimes Shawn Andreasen will email the Clinical Director with information on medications.
To save this information, follow these steps:
1. Copy the contents of the email onto a Word document.
2. Save it as a PDF document in the folder
Collective Wisdom > Pharmacy > Pharmacy Pearls

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Additional Info

Other Pertinent Information

Accounts
a) Health Center Account: 371001
b) Sub-account Repairs: 8200

Important Phone Numbers and Extensions

Department Name
Facility Coordinator
Fleet Services (Kay Hilton)
Catering Services
Human Resources
Help Desk
Event Services (to schedule rooms in the MC building)
Student Technology
Faculty Technology
AV Productions
SHC Charge Account
Jim Smith (photographer)
Mike Lewis
Kerry Stanger (BYU Provo)
University Communications
Nate Wise (copyright specialist)

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Extension
2500
2561
2840
1700
9000
3150
7231 (mail to stctech@byui.edu)
7230
3258
371001xxxx refer to budget
sheet for last 4 #s
7232
2080
801-422-5140
2001
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Clinical Care Manager Continuity Log | BYU-Idaho Student Health Center