JOB SUMMARY: Program Supervisor

The Supervisor Clinic Operations is responsible for coordinating and supervising the day-to-day activities of assigned employees in the physician front and back office clinics, or other operational areas that assist patients, to ensure high quality, patient-centered care and compliance with established policies, procedures and standards.

ESSENTIAL FUNCTIONS OF THE ROLE

• Provides direct supervision and leadership for 5 to 10 FTEs. Organizes work in an efficient and cost-effective manner, ensuring continuity of service and patient satisfaction. Work includes appointment scheduling, patient throughput, facility management, and ensuring the safety of employees and patients. Builds teamwork and maintains effective communication with direct reports, peers, other various departments and administration.
• Provides subject matter expertise for employees supervised. Sets standards for work quality and volume, monitors work output, coaches for excellence, identifies opportunities operational improvement, implements changes as needed. Serves as part of the work team, performing duties as needed, working alongside those supervised.
• Ensures employees adhere to standards of behavior, corporate policies and practices, and patient satisfaction standards as they relate to both internal and external customers.
• Provides input in budget process to ensure resources are sufficient to service patient needs. Monitors inventory and supplies ordering what is required as needed.
• Oversees compliance, training and maintenance of applicable license and certifications.
• Collaborates with leadership and necessary departments to investigate, resolve and document resolution of patient complaints concerning services provided by practice.
• Participates in interviewing, making hiring recommendations, orienting, evaluating, coaching, team building activities, and if necessary, assisting with disciplinary actions.
• Maintains safety of patients, family members, staff and self during all activities.
• Drives revenue by maximizing patient appointments when possible, according to provider schedules.
• Prepares and distributes weekly production reports.
• Prepares the agenda reports for the monthly Pod Team Meeting. Leads/co-leads the meeting and distributes minutes afterwards.
• Ensures recall and hospital discharge reports are run and worked regularly.
• Maintains the accuracy of the timeclock system and addressing and insuring adherence to the Attendance and Punctuality Policy.
• Promotes and markets clinic to other practices’ physicians and management.
• Works with IC to coordinate communication between RMD and APPs.
• Other duties as assigned.

KEY SUCCESS FACTORS

• Experience in healthcare or patient related services associated with physician front office, clinics, other operational areas that assist patients, such as customer service, call center or insurance industry.
• Supervisory experience is preferred.
• Demonstrated teaching and mentoring skills are preferred
• Must have excellent interpersonal skills and be able to handle difficult people and situations. Able to relate to others including patients, employees, coworkers, senior management, vendors and the general public.
• Must be able to prioritize the objectives of the entire group, not just the individual clinic location.
• Basic understanding of the revenue cycle.
• Professional demeanor and appearance.
• Good problem-solving skills.
• Able to make tactical decisions around the allocation and direction of the work of supervised employees using established guidelines, policies and procedures.
• Able to make effective hiring and termination recommendations.
• Able to train and evaluate performance of supervised staff.
• General computer skills, including but not limited to: Microsoft Office, information security, scheduling and payroll systems, electronic medical documentation, and hospital portal

QUALIFICATIONS

• EDUCATION - H.S. Diploma/GED Equivalent
• EXPERIENCE - Experience leading or supervising an ambulatory clinic required