Family Medicine Clinic Supervisor

Job Description

Summary:

The Family Practice Clinic Supervisor is responsible for assisting in leading the daily clinical functions in an Ambulatory setting. The position provides direction and leadership to ensure OMC provides great patient care and improved population health outcomes while improving the work life of providers and staff. Principal responsibilities include operations, establishing and maintaining clinical standards of care, management of staff and resources, and maintaining compliance with all policies, procedures, and regulations. The role establishes quality improvement efforts to support the delivery of patient and family focused care and knowledge-based decision making as the framework for superior delivery of care.

Essential Duties and Responsibilities:

Job-specific duties

Supervisory

Maintain knowledge of policies and procedures for OMC.

Develop staffing calendars and ensure staffing needs are met. Implement alternative staffing patterns as needs arise, taking into consideration department budgetary constraints and performance requirements and restrictions.

Assist Clinic Practice Manager in the interview process and make hiring decisions to maintain adequate staffing in the department.

Encourage and commend staff for excellent performance.

Provide timely performance improvement feedback and coaching.

Conduct timely training assessments and solicit feedback from other staff and managers as appropriate.

Respond to employee questions/concerns on an individual basis as needed.

Monitor adherence to policies and established procedures. Propose methods which assure effective execution of program responsibilities.

Update policy and procedure manuals as required. Apprise staff of changes.

Personally perform functions supervised.

Operational

Ensure that patient experience and service standards are met.

Serve as the knowledge and subject matter expert for clinic staff workflows and standards of care.

Uses reports and dashboards to monitor the daily productivity of the department and individuals.

Investigate gaps and errors to suggest changes and/or implement solutions to encountered problems. Report statistical findings to Clinic Practice Manager.

Assist with EHR implementation, upgrades, enhancements, usability testing, and support end users to use most efficient, effective practices.

Enforces established policies and procedures, including work rules, safety procedures, confidentiality standards, RHC standards and CMS standards. Keep abreast of these standards and implement any updates to them.

Monitors work queues and reports to ensure accurate and timely follow through.

Monitors inboxes and clinic assistant documentation to ensure procedures are followed.

Tracks common issues and provides training to staff to prevent the issue from reoccurring.

Gather and analyze departmental and program specific productivity and quality of service statistics.

Work collaboratively with OMC counterparts and other departments on issues relating to clinic and patient care. Represent the department in meetings and on committees relating to these issues.

Serve as an escalation point for patient issues and questions. Assist staff with complex and disgruntled patient situations requiring intervention from a higher authority.

Participate in process improvement teams as assigned.

Assure equipment is in working order. Recommend the purchase of new equipment as required.

Provide information for budget preparation.

Training

Provide new employees with orientation to OMC and clinic departments.

Develop and/or update training modules. Keep accurate records of personnel training schedules as well as training checklists.

Train and delegate appropriate training responsibilities for new and current staff. Schedule and facilitate cross-training of employees.

Observe and modify training schedules as needed to include new methodologies and concepts. Conduct training review sessions.

Actively seek and schedule staff development opportunities, including those outside the department that would be beneficial for staff members to attend.

Monitor trainee progress and trainer effectiveness based on feedback.

Identify focus areas for competency assessments. Provide training opportunities addressing areas highlighted by these assessments.

Participate in training/development programs as agreed upon with the Clinic Practice Manager.

Knowledge, Skills and Abilities:

Excellent interpersonal communication, problem solving, and conflict resolution skills.

Possession of analytical decision-making skills necessary to quickly assess and resolve complex logistical, technical, and patient care problems and issues.

Ability to train, motivate, and supervise subordinate staff.

Ability to address and manage conflict in a direct and professional manner.

Ability to build collaborative relationships with providers.

High emotional intelligence as evidenced by ability to evaluate/perceive a situation from multiple lenses and understand various perspectives in coming to problem resolution.

Knowledge of medical billing requirements, third party payers, coordination of benefits, scheduling practices and provider template management required.

Knowledge of managed care referral and prior authorization requirements as they relate to hospital reimbursement strongly preferred.

Demonstrated performance excellence and leadership qualities in previous positions.

Demonstrates an aptitude and willingness to learn new responsibilities.

Excellent verbal and written communication skills

Excellent organization, interpersonal, and customer service skills

Expertise in PC software, especially with the electronic medical record (EMR), word processing and spreadsheet programs.

Qualifications:

Education

Minimum

CMA or LPN license/certification.

Work Experience

Minimum

Three years of experience in a healthcare or clinic operations, or at least 1 year of related experience in a leadership role.

Certifications:

Minimum

CPR certification (may be attained after hire into position).

Full-time