Clinical Supervisor | Central Intake | Remote | Full-Time

InterMed•South Portland, ME

4d•Remote

About The Position

The Clinical Supervisor is responsible for overseeing the daily operations of the Central Intake Clinical Care Representative team, including guidelines/protocols, processes, metrics adherence, call flows, and technical support. The Supervisor is responsible for leading and providing feedback to aid Clinical Care Representatives in meeting/exceeding performance expectations and the needs of our patients.

Requirements

Bachelor’s degree desired, preferably in nursing or healthcare
Successful completion of RN program; unencumbered Maine RN license
Minimum 2 years supervisory experience in a clinical setting preferred
Call Center experience preferred
Proficiency in MS office applications; Word, Excel, Power Point, Outlook
Excellent analytical skills, professional judgment and decision-making ability
Proven Leadership skills
Excellent communication skills both oral and written
Ability to foster an enhanced team environment
Ability to prioritize, organize, and plan work independently
Committed to excellence in customer service and clinical care

Responsibilities

Directly supervises clinical staff
Coordinate training with the Clinical Educator and Department Coordinator for new staff members within department
Works with the Quality Analyst and Clinical Educator to perform initial and regular competencies and quality reviews of clinical staff to assure clinical standards are met and maintained
Evaluates staff performance and effectiveness and facilitates quarterly meetings with individual staff to discuss performance and goals or on an as-needed basis more frequently.
Mentors and counsels staff to include progressive disciplinary actions
Acts as first line resource for Clinical Care Representative staff and assists with escalated patient issues
Monitor call center metrics based on call volumes, average speed to answer, abandonment rate and service levels.
Utilizes analytical tools and data-centric thinking to evaluate and inform decisions regarding daily operations and Clinical Care Representative performance.
Focus on ensuring patient satisfaction, compliance, and efficiency
Perform duties of a Clinical Care Representative when required such as during peak volume timeframes
Evaluates workloads, patient flow and efficiencies and collaborates with Practice Manager, Department Coordinator and Clinical Educator on improvements
Acts as first line resource for IT issues
Collaborate with Clinical Educator to coordinate a competency structure for staff to include program development, content, assessment, documentation, and maintenance of training records
Collaborates with Clinical Educator and Department Coordinator to develop and implement new programs and processes to better serve our patients and team members
Provides coverage for Practice Manager and Department Coordinator in his/her absence (blocks, reschedules, On-Call)
Conducts Clinical Care Representative staff interviews and is involved in hiring decisions.