Clinic Staff Supervisor - Physical Medicine and Rehabilitation

UT Southwestern Medical Center • Dallas, TX

3d

About The Position

With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report, we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you'll discover a culture of teamwork, professionalism, and a rewarding career!

Supervisor will oversee 14 direct reports across both physician practice and therapy practice.
Responsible for managing CSAs covering: physical therapy, occupational therapy, speech, hand therapy, physician appointments, and procedure scheduling.
Reports directly to Sabrina with a dotted-line to therapy leadership (salary split 50/50 between the two cost centers).
Key responsibilities include:
Oversight of referrals and scheduling workflows.
Monitoring and reporting on clinic scorecard metrics (referral turnaround time, wait-to-appointment time, service recovery, etc.).
Coordinating with Financial Counseling Supervisor on patient communications.
Conducting monthly one-on-ones, holding staff accountable to performance metrics.

Requirements

• High School Diploma Graduation or equivalent or
• Bachelor's Degree In related field
• 3 years Experience at the level of CSA II or equivalent performing in patient care front office or back office environment (in areas such as admitting, insurance verification, billing, and scheduling), including one year in a lead role with High School Diploma or
• 1 year Experience performing in a patient care front office or back office environment (in areas such as financial counseling, admitting, insurance verification, billing, and scheduling), including one year in a lead role with Bachelor's Degree.

Responsibilities

• Supervises all levels of Clinic Staff Assistants (CSA staff), Clinic Staff Coordinator(s), and other reporting staff roles as assigned to ensure appropriate policies and procedures are followed.
• Participates in staff recruitment and hiring decisions.
• Ensures that staff receive complete orientation to work area with regular feedback sessions during probationary period.
• Ensures training and supervision of staff, giving appropriate, timely feedback regarding problems or issues.
• Conducts and participates in performance evaluations.
• Oversees staff development, such as continuing education, cross-training, and preceptorship opportunities.
• Conducts and participates in staff disciplinary action and development of performance improvement plans.
• Leads staff engagement and institutional survey responses.
• Management of staff time off requests and correlating coverage of responsibilities.
• Oversight of daily clinic operations and monitoring of schedule utilization, provider template opportunities, appointment confirmations to facilitate patient appointments.
• Coordinate daily staff assignments to ensure clinic is staffed appropriately.
• Provide oversight of appropriate appointment scheduling to ensure a timely manner in accordance to medical necessity.
• Support Clinic Leadership in continued maintenance of scheduling technical functions including provider templates, scheduling protocols, decision tree specifics.
• Monitor CSA and clerical staff productivity including work queues, reports, dashboards.
• Facilitate patient communications including appointment attendance and other automated communications.
• Ensure appropriate cash and time of service payment management according to intuitional policies including cash security, check collection, and credit card authorization.
• Conduct quality assurance audits including HIPAA review and recorded call customer service.
• Ensure excellent forward-facing customer service.
• Facilitate service recovery to deescalate and resolve potential customer issues.
• Manage scheduling and coordination of care with specialty referring offices such as urgent requests, same day appointment requests, and other high-profile scenarios.
• Conduct necessary staff trainings to provide exemplary customer service.
• Ensure strong partnership with all centralized services that support clinic operations, including Access Center, Referral Management, and Revenue Cycle teams.
• Model professional behavior consistent with institutional PACT standards.
• Participate in institutional initiatives; attend meetings and trainings, and workgroups.
• Be a change leader; supportive of change to implement new initiatives and participate in performance improvement projects.
• Performs other duties as assigned.

Benefits

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100%25 coverage for preventive healthcare-no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees