Urgent Care Site Supervisor (Montrose)

Job Title: Urgent Care Supervisor

Reports To: Urgent Care Manager

Summary: The Urgent Care Supervisor works under the Urgent Care Manager to assist with maintaining efficient patient flow and quality care during clinic hours, to include accuracy, competency, and accountability of all Staff. Oversees daily operations and staffing of the Montrose Urgent Care location.

Background checks will be performed with an offer of employment.

Responsibilities: 

Practice Management and Staff Development

1. Provide administrative oversight and accountability of all staff. 

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

3. Visit tracking and order tracking management.

   1. Review daily

   2. Work directly with the team on improvements

   3. Escalate non-compliance/ nonresponse concerns to Urgent Care Manager

4.      Manage and facilitate weekly site meetings under the direction of the Urgent Care Manager.

5.      Assist in monthly Staff meetings in conjunction with the Urgent Care Manager.

6.      Attend any necessary meetings and participate in CPH strategic Committees or Subcommittees as appropriate.

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

8. Cashbox management/Daily Deposit/Collection processes per site.

9. Oversee daily deposit reconciliation.

10. Maintain Inventory and Equipment Safety

    1. vaccine inventory 

    2. medical supplies inventory 

    3. office supplies 

    4. laundry service

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

11.   File daily reports including COVID & STI reporting to the State of Colorado.

12. Assist other locations and departments as needed for coverage and provide cross training to staff. Fill in as a Medical Assistant or Patient Services Specialist as needed. Create monthly staffing calendar for approval by Urgent Care Manager.

13.   Become the main point of contact for Urgent Care staff and vendors, and respond to calls, texts, emails, etc. Communicate to staff items regarding, but not limited to, staff meetings, training, leadership updates and other discretionary items as provided by the Urgent Care Manager.

14. Perform related work as assigned.

Administrative

1. Assist in the onboarding for new employees.

2. Facilitate the training schedule for new hires with oversight of the Urgent Care Manager.

3. Manage Staff scheduling and timecards, ensuring accuracy.

   1. Maintain staff schedules for breaks and coverage.

   2. Manage timely time-off requests from staff and review these with the Urgent Care Manager at weekly meetings.

4. Assist with the interview process for potential candidates under the direction of HR and Urgent Care Manager.

5. Provide feedback on providers and staff to the Urgent Care Manager.

6. Provide input on process and procedure improvements for patient care and overall training to the Urgent Care Manager.

Public Relations

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

2. Triage and handle low-level patient complaints. Use these situations and examples to help coach staff. Inform the Urgent Care Manager of these situations at the weekly meeting. Hand off high level situations/complaints to the Urgent Care Manager.

Technology/Facility

1. Inventory tracking for office and postage supplies.  Submit requests to the Urgent Care Multi-Site Manager for approval.

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

3. Develop, under the direction of the Urgent Care Manager, a desired list of inventory items.

4. Maintain facilities and alert the Urgent Care Manager when facility issues arise.

5. Submit and follow up with EHR tickets and inform the Urgent Care Manager.

6. Sort and distribute incoming and outgoing mail.

Requirements: 

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

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

3. Knowledge of medical practice protocols related to scheduling appointments.

4. Knowledge of computerized scheduling systems. 

5. Knowledge of customer service principles and techniques. 

6. Knowledge of medical terminology. 

7. Knowledge of basic math and modern office procedures. 

8. Ability to communicate calmly and clearly with patients in all circumstances.

9. Ability to maintain confidentiality regarding patient records. 

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

11. Ability to be cross trained as a Patient Services Specialist and a Medical Assistant; obtain CPH PS certification and CPH MA Certification.

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, but not required.

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.