Mobile Health Program Supervisor

Virginia Garcia Memorial Health Center•Hillsboro, OR

About The Position

The mobile health program (MHP) facilitates access to medical, dental, behavioral health, and social care for patients with the highest barriers to receiving care by taking services into the community. This role will work directly with immigrants, refugees, houseless individuals and families, people with mental illness, substance use disorders, and other historically underserved communities. The Mobile Health Program Supervisor provides operational leadership, direct supervision, and performance oversight for an integrated community-based care delivery team assigned to the mobile program. The MHP will operate full-time, year-round providing primary and preventive care services in the community for Washington and Yamhill County residents. The supervisor may occasionally drive the mobile health unit (a modified RV) following training and qualification assessment. This position regularly travels between mobile sites and requires a valid driver’s license and a vehicle. Role includes some weekend and late evening shifts.

Requirements

High school diploma or general education degree required.
One year experience in supervisory or lead position required.
Valid driver’s license, reliable transportation, safe driving record, and insurance coverage required.
Ability to remain calm and professional when faced with difficult situations or emergencies.
Knowledge of electronic health record systems (OCHIN Epic or Epic) is preferred, and competency is expected to be acquired within an appropriate timeframe.
Effective organizational, time management and delegation skills.
Ability to recognize problems, collect data, and establish facts.
Ability to embrace change and innovation when appropriate.
Ability to effectively present information and respond to questions and requests from patients, coworkers, and community members, including public speaking to groups of all sizes.
Proficient with Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
Ability to effectively communicate direction, instruction, and guidance to staff.
Ability and willingness to work at multiple locations across the broad VGMHC service area.

Nice To Haves

MA accreditation, LPN certification, AA/BA degree in a related healthcare field with two years relevant healthcare experience preferred.
Bachelor’s degree in a relevant field preferred.
Bilingual English/Spanish preferred (spoken and written).
Sensitivity to the needs and situations of marginalized populations from a variety of income levels including immigrants, refugees, houseless individuals and families, people with mental health and substance use disorders, and others with barriers.
Committed alignment with VGMHC’s mission, vision, and values.

Responsibilities

Organize and manage mobile team members huddles and escalate issues appropriately to Mobile Health Program Manager (MHPM).
Facilitate mobile team meetings.
Develop and maintain professional, service-oriented working relationships with patients, community partners, leadership team, and mobile program employees.
Maintain a mobile visual management electronic “whiteboard.”
Participate actively in mobile leadership team decision-making.
Investigate operational problems and workload distribution issues with MHPM.
Investigate patient and provider/staff complaints and develop appropriate action plans regarding customer service, quality assurance, and compliance issues, collaborating with HR, the Quality Assurance Manager and the Chief Corporate Compliance Officer, when applicable.
Ensure mobile unit and associated spaces, including those in community partner facilities provide a safe and confidential setting for prospective mobile patients to request and receive services.
Maintain an orderly and professional working atmosphere.
Manage clinical and office supplies as delegated by MHPM.
Deploy support staff to ensure the needs of all mobile activities and events are met. Collaborate with MHPM to ensure staff coverage and assignments across program.
Effectively communicate and model VG’s mission and values to staff and clients.
Prepare for and present occasional program updates and data for Senior Leadership Council and Board of Directors in collaboration with mobile leadership.
Monitor to ensure that interpretation services are scheduled accurately for both in-person and Video Remote Interpreting (VRI) services.
Assure mobile program staff are accessing Uber Health, flex fund, and other patient support services effectively and in accordance with eligibility requirements.
Provide supervision, coaching, development, and performance management of all permanently assigned mobile health program staff, excluding licensed practitioners. This may include clinical and front office support staff including medical assistants and RNs.
Coordinate the hiring process and exercise final hiring authority for mobile support staff.
Maintain staffing targets for the team and ensure adequate daily coverage of staff.
Work with the Registration and Interpretation Services Program Manager (RIS) to assure that mobile staff perform registration and customer service accurately and in a timely manner.
Be present to mobile health staff either remotely (from another site) or in person.
Hold a 1:1 check-in with each team member at least monthly.
Communicate performance expectations to staff.
Provide annual performance reviews and support staff development for direct reports.
Manage and address interpersonal dynamics and differences effectively; collaborate as needed with MHPM to resolve team member performance issues.
Adhere to performance management expectations as provided through the progressive discipline process.
Lead and develop staff by role modeling professional practice and customer service skills.
Lead the mobile health staff toward compliance with all VGMHC’s policies and procedures.
Implement and sustain a customer-focused environment through care team staff training and positive reinforcement, consistent recognition, and performance management.
Ensure appropriate, accurate, and timely management of employee timecards and time off requests.
Orient new mobile program staff to their roles, including the development of training plans, assisted by the VGMHC Organizational Development Department, Quality Department, and EHR support.
Review standard work with staff and monitor that they understand and perform to plan.
Work with MHPM and Director of Operations to ensure compliance with HRSA and state program requirements and to prepare for and host site visits as needed.
Facilitate mobile role-based, team, and department meetings in collaboration with MHPM.
Provide support and oversight for clinical staff for clinical compliance module completion and the CLIA and VFC competency checkoffs.
Act as primary contact and support for internal audits and prepare for bi-annual C-Qual site visits.
Create and implement processes to ensure compliance with “back-office” programs such as vaccine administration and management and laboratory quality assurance compliance.
Assure compliance with all pharmacy policies and regulations for clinic dispensed medications, including supporting procedures for inventory, tracking, and medication reconciliation compliant with 340B.
Identify training needs of clinical staff and coordinate with clinical training team to meet these needs.
Provide Epic support to team members; function as an EPIC ‘Super-User.’
Address mobile program quality outcomes, including quality measures and access data, and address progress and improvement.
Participate in quality improvement activities which support patient access management outcomes.
Post weekly and monthly data to mobile “whiteboard” – be the team’s data expert.
Consistently monitor access and productivity with each mobile site. Report on KPMs with MHPM.
Lead and promote mobile innovation efforts that address population health goals and the biopsychosocial needs of mobile populations.
In collaboration with MHPM, promote and lead process improvement efforts through PDSA cycles, value stream mapping, and other lean methodologies.
Work with team members to pull data reports; help to prioritize quality and access measures for the team to focus on.
Develop staff training, coaching and workflows to improve outcomes in organizational metrics with particular focus on access and population health.
Ensure daily coverage and monitor that daily tasks are being completed in a timely manner.
Perform other duties as assigned.