Supervisor, Administrative Clinical Operations, Primary Care

Supervisor, Administrative Clinical Operations, Primary Care

Reports to: Manager, Clinical Operations

Position Overview: 

The Supervisor, Administrative Clinical Operations for Primary Care provides day-to-day oversight of patient services in their service area, including supervising patient services representatives and/or temporary employees. The Supervisor is responsible for ensuring that each patient’s experience is positive, and that patient flow and appointment scheduling are accurate and efficient. This role supervises highly visible positions that have extensive patient contact both in person and by telephone. 

This role provides backup to the Manager, Clinical Operations in administrative project work, as well as interaction with vendors and/or other external stakeholders. The Supervisor serves as a principal resource on all operational matters and may act as a consultant to other service areas. 

The Supervisor, Administrative Clinical Operations also collaborates with other key stakeholders to develop and implement effective and efficient procedures. This position participates in confidential employee meetings and evaluates employee performance.

Principal Duties and Responsibilities*

  • Continually monitors the service area to detect emerging trends that could impact administrative operations — including but not limited to the direct oversight of staff.
  • Assigns work daily to achieve operational targets and service standards. Allocates staff and resources. 
  • Monitors goals and standards. Ensures staff are trained and positioned to achieve established metrics. 
  • Develops, implements, evaluates, and manages workflows within the service area. 
  • Promotes excellent patient customer service.
  • Develops feedback collection methods and tracks key metrics.
  • Responsible for the efficient flow of data and information between service areas. 
  • Documents workflows and recommends process improvements. 
  • Implements new policies and procedures. Collaborates with others to create new and/or revise existing policies and procedures.
  • Implements plans and changes in management strategy. 
  • Ensures effective and efficient communication with staff.
  • Tracks, monitors, and analyzes federal and state regulations informing management of identified changes that impact the department.
  • Ensures that staff training needs are met and that training adheres to standards that meet service, customer service, and operational needs.
  • Improves performance by providing coaching, mentoring, and counseling to individual staff members. Creates a work environment that ensures application of management principles and techniques to achieve desired outcomes. Conducts annual employee performance reviews and assessments.
  • Oversees the management of both inbound and outbound phone calls, emails, and/or other standard patient inquiries.
  • Oversees coordination of patient visits. Proactively resolves and/or assists with complex requests and addresses escalated issues to the appropriate parties. 
  • Performs miscellaneous job-related duties as assigned.

Supervision Received:

Manager, Clinical Operations

Supervision Exercised:

Patient Services Representatives

Minimum Required Education and Experience:

  • Bachelor’s Degree or equivalent years of experience in healthcare, administration, business, or other relevant discipline. 
  • Minimum of 3 years of relevant experience.
  • Proven ability to coach and develop individuals and teams.
  • Self-directed and proactive. Able to make independent decisions and work with minimal direction, while keeping management informed, and escalating issues as needed.
  • Champions improvement and change.
  • Expert in customer service models and methodologies, with the ability to motivate staff members.
  • Ability to follow step-by-step procedural processes.
  • Proficiency in Microsoft Office Suite 

Job number: 24129 
Grade level: 7

* To comply with regulations by the Americans with Disabilities Act (ADA), the principal duties in job descriptions must be essential to the job. To identify essential functions, focus on the purpose and the result of the duties rather than the manner in which they are performed. The following definition applies: a job function is essential if removal of that function would fundamentally change the job.

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