Reports to: Assistant Director, Clinical Operations
Position Overview:
The Supervisor, Clinical Operations for Primary Care provides the day-to-day oversight of patient services portions of the service area. This role is responsible for supervision of patient service representative ensuring that each patient’s experience is positive and that patient flow and appointment scheduling is completed accurately as well as efficiently. The Supervisor oversees highly visible positions that have extensive patient contact, both in person and by telephone.
This role provides back-up to the Manager, Clinical Operations as it relates to administrative project work or interaction with vendors and/or other external stakeholders. This position serves as a principal resource on all operational matters for its assigned area and may act as a consultant to other service areas on operational matters.
The Supervisor, Administrative Clinical Operations collaborates with other key stakeholders to develop and implement effective and efficient procedures. This position participates in confidential employee meetings and performance matrix.
Principal Duties and Responsibilities*
- Continually assesses service area environment for emerging trends that impact administrative operations including but not limited to the direct oversight of staff.
- Allocate work on a daily basis to achieve operational targets and service standards.Coordinate allocation of resources both in people and tangible assets.
- Determine and continually monitor targets and standards and ensure staff are trained and positioned to achieve established metrics.
- Develop, implement, evaluate and manage workflows within the service areas. Ensure communication with employees and promote good customer service to patients.
- Develop methods of collecting feedback and tracking of key metrics.
- Overall responsible for the efficiency of the data and information between all relevant service areas.
- Documentation of workflow and recommend process improvements and champion of change.
- Implement new policies and procedures; participates in the creation of new and/or revision of existing policies and procedures.
- Implement plans and changes in management strategies. Ensure effective and efficient communication to staff.
- Track, monitor and analyze federal and state regulations informing management of identified changes that impacts the department.
- Ensures that staff training needs are met. Adheres to standards to meet service, customer service needs and operational needs.
- Provide coaching, mentoring and counseling to individuals to improve performance by creating a work environment that ensures application of management principles and techniques to achieve desired outcomes. Conduct employee’s performance reviews and assessment.
- Oversees the management of both inbound and outbound phone calls, emails, and/or other standard patient inquires.
- Oversee coordination of patient visits and pro-actively resolve and/or assist in complex requests and address escalated issues to the appropriate parties.
- Performs miscellaneous job-related duties as assigned
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 others
- Self-directed and pro-active with strong ability to make independent decisions and work with minimal direction while keeping management informed and escalate issues as needed
- Expert in customer service models and methodologies with the ability to motivate others
- Ability to follow step by step procedural processes
- Proficiency in Microsoft Office Suite