Operations Management

NACHC offers training to assist CEOs, COOs, Practice Administrators and other clinical and non-clinical managers and supervisors in the challenges of leading and managing the daily operations of a community health center. As a technical resource, NACHC has on staff a former health center leader with over a decade of experience in various operational roles including COO/CFO, Practice Administrator, Operations Project Manager and Reimbursement Director.

Our areas of expertise

Operational Workflow Management and Transformation

  • Call Center and Front Desk Management
  • Customer Service and the Patient Experience
  • Performance and Process Improvement
  • Scheduling and Productivity

Health Center Program Fundamentals

  • Overview of HRSA’s Health Center Program
  • Becoming a Health Center (New Access Point Funding, Look-Alikes, etc.)

HRSA’s Health Center Program Requirements

  • Compliance Manual/Site Visit
  • Operational Site Visits
 Leadership and Management

  • Coaching, Mentoring, Staff Development
  • Building Effective Teams
  • Conflict Management

Data and Measurement

  • Gathering, Reporting and Evaluating Data
  • Performance Indicators

Budgeting, Profitability and Cash Flow

  • Operational Decision-Making and the Financial Impact
  • Cost Containment

Featured Offerings

 
2021 Operations Management Training and Technical Assistance Events

2021 Operations Training and Technical Assistance Events

We are excited to announce our 2021 Training and Technical Assistance (TTA) Training Events.

Practical Art of Health Center Operations (PAHCO)
February 23–24, 2021 | Virtual
The Practical Art of Health Center Operations is a training that delivers proven strategies, techniques, and best practices to enhance health center operations. The sessions demonstrate how health centers can improve the patient experience by ensuring appropriate staff, processes, and procedures are efficient and patient-centered.

Faculty:
Curt Degenfelder, Principal, Curt Degenfelder Consulting, Inc.
Kellie Medious, Sr. Director of Patient Access Operations, Erie Family Health Centers
Melissa Stratman, CEO, Coleman Associates
Shannon Nielson, MHA, PCMH-CCE, Principal Owner and Consultant, CURIS Consulting 

2021 Cultivating Health Center Operations (CHCO)
April 13–14 | All-Virtual | 12:00 pm – 5:00 pm EST
Cultivating Health Center Operations is an intermediate to advanced level training for health center operations leaders and managers. You will learn techniques to align the right people, processes, and places to support operational efficiencies and responses to an ever-changing environment.

Participants of this two, half-day training will be able to:

  • Incorporate empanelment strategies to improve the overall quality goals through effective provider/patient engagement.
  • Improve health center alignment through proper people, place, process and utilization of facility space.
  • Understand newly updated UDS reporting guidelines.
  • Create dashboards to accurate reflect operations to center leadership and the community in a public-facing way.

 2021 Elevating Health Center Operations (EHCO)
June 15–16 | All-Virtual | 12:00 pm – 5:00 pm EDT
Elevating Health Center Operations (EHCO) is NACHC’s only virtual training to provide critical components of operations success. Health center C-Suite/Senior leaders who attend EHCO can discover the keys to the quadruple aim of enhanced patient experience, improved population health, reduced costs and improved work life of all health center employees.
Learn more.
Participants of this two, half-day training will be able to:

  • Develop or refine current emergency management and response plans to focus on vaccine administration and cybersecurity mitigation measures.
  • Utilize tools to retool behavioral health leadership strategies to address the increase in mental health diagnoses.
  • Incorporate human resources tools for leading teams through a changing time.
  • Learn how to manage and mitigate risks to staff and patients during COVID.

For more information, contact Brandon L. Jones at trainings@nachc.org.

Unless otherwise noted, all projects listed are supported by the Health Resources and Services Administration (HRSA) of the U.S. Department of Health and Human Services (HHS) as part of an award totaling $6,625,000 with individually noted percentage financed with non-governmental sources. The contents are those of the author(s) and do not necessarily represent the official views of, nor an endorsement, by HRSA, HHS, or the U.S. Government. For more information, please visit HRSA.gov.
*Indicates projects not supported by the HRSA cooperative agreement.

Operations Management Webinars

Upcoming Operations Management Webinars

NACHC’s Monthly 340B/Pharmacy Office Hours | 2:00 pm – 3:00 pm ET
Office Hours are monthly opportunities to learn and ask questions about operational issues related to pharmacy and 340B. They are held the third Thursday of each month (except in March and August) at 2 p.m. ET. Offices Hours are supported under the BPHC Cooperative Agreement and are free. No registration is required, just join via WebEx at the appropriate time. You are encouraged to submit questions in advance to Brandon L. Jones, Director of Health Center Operations and HR Training and Technical Assistance.
Learn more.

Webinar Series on Establishing PACE Sites | May – July, 2021
NACHC and the National PACE Association are collaborating to bring a series of webinars focused on understanding and developing a Program for All-Inclusive Care for the Elderly (PACE) sites through community health centers. PACE provides comprehensive medical and social services to certain frail, elderly people (participants) still living in the community. Most of the participants who are in PACE are dually eligible for both Medicare and Medicaid.

Webinar 1:  Is PACE in Your Health Center’s Future of Caring for Aging Populations
May 12, 2021 Recording: https://conferences.nachc.org/nachc/articles/4503/view

Webinar 2:  Scheduled for June 3, 2021
2: 00 pm – 3:00 pm ET
Speakers:  Capital Link, The Galway Group, and NACHC
Registration: https://nachc.zoom.us/webinar/register/WN_kSoK94RoT_mlct93eK1Lsw

Webinar 3: Scheduled for July 22, 2021
2: 00 pm – 3:00 pm ET
Speakers:  Capital Link, The Galway Group, and NACHC
Registration: https://nachc.zoom.us/webinar/register/WN_aS_SWyEtRM-RllpZdL7c5A

For more information, contact trainings@nachc.org.

Thursdays, 2:00 pm – 3:00 pm ET | NACHC’s Monthly Telehealth Office Hours  

NACHC now offers monthly Telehealth Office Hours for health center, PCA, and HCCN staff who have questions or want to share information about telehealth related policy and operational activities. In addition to updates and Q&A, each session will focus on a specific topic of concern. These sessions convene the second Thursday of each month at 2:00 PM EST.  

The Telehealth Office Hours are hosted through a collaborative effort:

For more information or to submit questions in advance, contact telehealth@nachc.org.

Tuesdays, January 19 & 26 | 2:00 pm – 3:30 pm EST | 2021 Billing, Coding, Documentation & Quality Webinar Series

    • Part I: 2021 Evaluation & Management (E/M) Changes for Community Health Reporting Face-to-Face & Virtual E/M Visits
      Tuesday, January 19 | 2:00 – 3:30 pm EST
      This interactive webinar is intended for healthcare practitioners, medical billers, coders, auditors, office managers and IT professionals involved with authoring clinical documentation, generating E&M progress notes, auditing professional physician service claims, and maintaining a healthy revenue cycle. The primary course focus will emphasize the updated 2021 documentation guidelines set forth by the AMA and CMS for reporting Evaluation and Management services (E&M) in 2021.
      Learn more.
    • Part II: Treating Substance/Opioid Use Disorders via Medication-Assisted Treatment (MAT) in Community Health 
      Tuesday, January 26 | 2:00 – 3:30 pm EST
      Integrating Primary Care and Mental/Behavioral Health services is key and this webinar will outline the steps needed to effectively document, code, and bill for services including screening for SUD/OUD and providing care during the induction, stabilization, and maintenance phases of MAT.  Individual state Medicaid issues are too numerous and will not be specifically referred to on a state-by-state basis.
      Learn more.

Unless otherwise noted, these projects are supported by the Health Resources and Services Administration (HRSA) of the U.S. Department of Health and Human Services (HHS) as part of an award totaling $6,625,000 with individually noted percentage financed with non-governmental sources. The contents are those of the author(s) and do not necessarily represent the official views of, nor an endorsement, by HRSA, HHS, or the U.S. Government. For more information, please visit HRSA.gov.
*Indicates projects not supported by the HRSA cooperative agreement.

Operations Management Resources

Top Resources

For technical assistance or questions regarding operations training content, contact trainings@nachc.org.

Unless otherwise noted, all projects listed are supported by the Health Resources and Services Administration (HRSA) of the U.S. Department of Health and Human Services (HHS) as part of an award totaling $6,625,000 with individually noted percentage financed with non-governmental sources. The contents are those of the author(s) and do not necessarily represent the official views of, nor an endorsement, by HRSA, HHS, or the U.S. Government.
For more information, please visit HRSA.gov.

*Indicates projects not supported by the HRSA cooperative agreement.

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