Clinical Team Supervisor

Virginia Garcia Memorial Health Center•McMinnville, OR

8h•Onsite

About The Position

The Clinical Team Supervisor (CTS) provides operational leadership, direct supervision, expert guidance and performance oversight for two or more of VGMHC’s medical clinic teams in order to provide the highest level of medical care, health education and preventive services possible to patients. In its supervisory role, the position serves as a collaborator with other site leadership team members, particularly with the Clinical Programs Manager, in ensuring that quality assurance, quality improvement, and care team standard work goals are accomplished to expectations.

Requirements

Ability to self-manage and effectively manage workload.
Sensitivity to the needs and situations of a multi-cultural population from a variety of income levels.
Ability to work independently and as part of a team.
Ability to flourish in a team management system.
Excellent computer skills, including working knowledge of Microsoft Word, Excel and Outlook. Knowledge of EPIC is required.
Excellent leadership and staff development skills.
Ability to work in a timely, accurate and detail oriented manner.
Effective organizational, time management and delegation skills.
Ability to recognize problems, collect data, and establish facts.
Able to use sound practical judgment to carry out written, oral, or diagram instructions.
Ability to embrace change and innovation when appropriate.
Knowledge of basic Lean principles.
Able to read and interpret documents, communicate appropriately both verbally and in writing with impeccable spelling and grammar and speak publicly to groups of all sizes.
Ability to effectively present information and respond to questions and requests from patients, coworkers and others as necessary.
Ability to effectively communicate direction, instruction, and guidance to staff.
High school diploma or general education degree required.
Supervisory experience required.

Nice To Haves

MA accreditation, LPN certification, AA/BA degree in a related healthcare field or two years relevant healthcare experience preferred.
Experience with project management helpful.
Bilingual in Spanish/English preferred.

Responsibilities

Develop and maintain professional, service-oriented working relationships with patients, leadership team members, and care team employees.
Coordinate daily team tiered huddles; escalate care team and patient safety issues; conduct close loop communications with PCCM at daily leadership team tiered huddle; conduct daily rounds with care team to ensure that all care team employee questions, concerns, and issues have been addressed.
On a continuous basis, manage the care team patient flow and access through the medium of the VGMHC Advanced Access program, access governance plan, and care team driven access standard work. Consistently monitor access and productivity with Provider, Nurse, MA float visits, and all other ancillary provider visits, including group visits, when applicable. Report on provider productivity and care team KPMs weekly with site leadership team colleagues.
Provide management oversight of the team's outreach and panel management, pre-visit planning, call management and care coordination workflows and workload, to assure that team targets and thresholds for these value streams are met daily
Implement and sustain customer-focused environment through care team staff training and positive reinforcement, consistent recognition, and performance management
Investigate patient and provider/staff and develop appropriate action plans regarding customer service, quality assurance, and compliance issues, collaborating with HR, the Quality Assurance Manager and Corporate Compliance Officer, when applicable.
Direct operational supervision, coaching, development and performance management of the following members of the clinical care team – Nurses, MAs, PCCs, and TAs.
Ensure appropriate and timely oversight and management of employee timecards occur and are accurate for all care team members, and other employee delegates, when applicable, per PCCM request.
Maintain staffing targets for the team as set by site management and centralized scheduling protocols. Coordinate the hiring process for new staff and exercise final hiring authority for team support staff (MAs, PCCs and TAs).
Orient new staff members into their roles, including the development of training plans, assisted by the VGMHC Organizational Development Department and the Quality Department.
Perform annual performance reviews and support staff development.
Adhere to performance management expectations as provided through the progressive discipline process.
Hold 1:1 meetings with each team member at least monthly.
Be present to team members, making full rounds with staff twice daily.
Participate in weekly site management team meetings.
Manage clinical and office supplies as delegated by PCCM.
Provide Epic support to team members; function as an EPIC ‘Super-User.’
Ensure adequate daily coverage of staff. Working closely with Centralized Scheduling, oversee the administration and scheduling of providers in unison with Site Medical Director and Front Desk Supervisor.
Deploy support staff to ensure the needs of the team are met. Work in collaboration with other CTSs, as needed, to ensure staff coverage and exam room assignments across the entire clinic.
In collaboration with site management, responsible for approval of care team employee time off requests.
Assist team members with their work, serve in a backup capacity for PCC, MA, and TA roles, when applicable, within the scope of training and/or licensure.
Effectively communicate VG’s mission and values to staff and clients.
Develop agendas and facilitate weekly team meetings addressing team outcomes, including quality measures and access data, and address progress and improvement.
Communicate performance expectations through relevant policies, procedures and workflows to staff.
Manage and address interpersonal dynamics and differences effectively; collaborate as needed with site management to resolve team member performance issues.
Lead and promote care team innovation efforts that address population health goals and the biopsychosocial needs of health center populations.
In collaboration with site leadership team, promote and lead process improvement efforts through PDSA cycles, value stream mapping, and other lean methodologies.
Post weekly and monthly data to team whiteboards – be the team’s data expert.
Work with team members to pull data reports; help to prioritize quality and access measures for the team to focus on.
Perform assigned project management responsibilities, as needed.
Investigate operational problems and workload distribution issues with leadership team.
Guide provider dyad huddles with metrics.
Maintain the team visual management “whiteboard.”
Perform other duties as assigned.
Handle protected health information (PHI) in a manner consistent with the Health Insurance Portability and Accountability Act of 1996 (HIPAA).