Supervisor - Montrose Urgent Care

Summary: The Urgent Care Supervisor works under the Director of Clinical Operations to assist with maintaining efficient patient flow and quality care during clinic hours, to include accuracy, competency, and accountability of all Staff. Oversee daily operations and staffing at the Urgent Care clinic assigned.

Responsibilities: 

Practice Management and Staff Development

• Provide administrative oversight and accountability of all staff. 

• Maintain staff morale. Problem solve and build a positive work culture to align with our mission and values.

• Work in collaboration with other UC location supervisor to help streamline clinics and provide leadership support to each other.

• Support, delegate, and participate in the clinic 7-day-a-week operation through a regular rotation of weekend and on-call coverage, including monthly oversight of opening and closing procedures.

• Visit tracking and order tracking management.

  • Review daily

  • Work directly with the team on improvements

  • Escalate non-compliance/ nonresponse concerns to DCO.

• Plan monthly Staff meetings in collaboration with Director of Clinical Operations.

  • Communicate to staff items regarding, but not limited to, trainings, leadership updates and other discretionary items.

·         Attend any necessary meetings and participate in CPH strategic Committees/Subcommittees as appropriate.

·         Attend monthly Manager/Supervisors meetings.

• Maintain strict confidentiality, adhere to HIPAA guidelines and regulations.

• Oversee daily deposit reconciliation and cash management per policy.

• Maintain Inventory and Equipment Safety

  • vaccine inventory 

  • medical supplies inventory 

  • office supplies 

  • laundry service

o   Monthly safety check of equipment not limited to AED units, Autoclave, exam rooms, etc.

• Assist other locations and departments as needed for coverage and provide cross training to staff.

• Provide clinic support as MA and/or PS when short staffed to ensure continued clinical operations

• Manage, maintain and communicate monthly staffing, including Providers.

• Conduct timely staff reviews, including 1:1 sit downs.  Attend and facilitate Provider reviews and 1:1 sit downs in collaboration with CMO.

Administrative

• Assist in the on-site onboarding for new employees.

• Facilitate the training schedule for new hires in collaboration with HR.

• Manage Staff and Provider scheduling and timecards, ensuring accuracy.

  • Maintain staff schedules for breaks and coverage.

  • Monitor and support staffing coverage

  • Monitor and manage employee OT

• Manage timely time off requests from all staff

• Assist with the interview process for potential candidates under the direction of HR

• Provide feedback on providers and staff to the Director of Clinical Operations.

• Provide input on process and procedure improvements for patient care and overall training to the Director of Clinical Operations.

Public Relations

• Ensure patient surveys are completed within the appropriate time frame.

• Triage and handle low-level patient complaints. Use these situations and examples to help coach staff. Inform the DCO of these situations at weekly meetings. Hand off high level situations/complaints to the DCO or CMO.

Technology/Facility

• Inventory tracking for office and postage supplies. 

• Maintain office equipment per manufacturer's guidelines and submit help tickets as needed.

• Maintain facilities and alert the DCO when facility issues arise.

• Submit and follow up with EHR tickets 

• Sort and distribute incoming and outgoing mail.

• Maintain clinic readiness for electronic downtime.

Requirements: 

• Skilled in management, prioritization, problem solving, and multitasking.

• Skill in exhibiting compassion, empathy, and understanding with patients and staff.

• Knowledge of medical practice protocols related to scheduling appointments.

• Knowledge of computerized scheduling systems. 

• Knowledge of customer service principles and techniques. 

• Knowledge of medical terminology. 

• Knowledge of basic math and modern office procedures. 

• Ability to communicate calmly and clearly with patients in varying circumstances.

• Ability to maintain confidentiality regarding patient records and follow strict HIPAA regulations. 

• Ability to work effectively as a team member with physicians, medical assistants and other staff. 

• Must have, or be working towards, CPH PS certification

• RMA or CCMA strongly preferred

Education: High School Diploma or equivalent. 

Experience: Must have a minimum of 1-2 years’ experience in a physician’s office or equivalent combination of training and experience. At Least 1 year in a lead position preferred.

Mental and Physical Requirements: Varied activities including standing, walking, reaching, bending and lifting.  This position requires full range of body motion including handling and lifting patients, manual and finger dexterity and eye-hand coordination.  Must be able to use a variety of office equipment.  May require working under stressful conditions.

Conditions:  Normal office and exam room environment. The position requires the ability to work under pressure and with a diverse population, including staff, physicians, clients, patients, insurance companies, labs, hospitals and other members of the public on a regular basis. The position may cause exposure to communicable diseases, bodily fluids, toxic substances, ionizing radiation, medicinal preparations and other conditions common to a clinical environment.