PACE Center Supervisor

Family HealthCare Network•Visalia, CA

5d•Onsite

About The Position

The PACE Center Supervisor directly supervises staff members and daily PACE Center operations. This role provides supervision to departmental staff, demonstrating successful leadership by selecting and building talent. The supervisor is responsible for performance management, including recognition, performance evaluations, formal coaching, and counseling, and making decisions or recommendations regarding disciplinary actions, hiring, firing, advancement, and promotion. This role fosters a culture of accountability and excellence, builds successful teams, and aligns team performance through effective communication and talent building. The supervisor ensures employees receive necessary instruction and training to complete their responsibilities while ensuring compliance with training plans, including onboarding and on-the-job training for employee development and remediation when necessary. The supervisor manages the work of the assigned team by assigning duties, providing daily guidance, and monitoring staff performance and department staffing. They mitigate and resolve issues preventing goal attainment, provide feedback to management, and ensure employees adhere to company workflows, procedures, and policies. Immediate correction of actions or behaviors outside company policies and procedures is expected, along with reporting trend offenses to management. Recommendations for workflow and procedure changes based on observations are encouraged. The supervisor assists management in budget adherence and maintains compliance with employee-related reporting and tracking. This role coordinates all center activities, including care planning, preparation for conferences and meetings, family conferences, and assessments. They facilitate morning meetings of the interdisciplinary team (IDT) and regularly scheduled Intake and Assessment meetings. Collaboration with the Manager is key to developing, implementing, and tracking operational plans to meet health center performance goals. Through operational reports and staff feedback, the supervisor identifies opportunities, makes recommendations to the Manager, and implements strategies for improving customer service, patient throughput, and patient flow. Coordination with the enrollment team for new candidate visits, ensuring patient information is collected, verified, and updated, and financial options are reviewed and offered is crucial. The supervisor ensures insurance eligibility verification is completed and understands and performs legal documentation and chart completion according to policy and procedures. Periodic chart audits are conducted to ensure the PACE Center remains audit ready. Health center rounding is performed to ensure high customer service, team rapport, and compliance with OSHA, CMS, DHCS, accrediting bodies, regulatory agencies, and infection control guidelines. The PACE Center Checklist is completed, and outstanding issues are followed up on. The supervisor is responsible for handling patient complaints, assisting patients, and developing solutions to problems, collaborating with other department supervisors as needed. Maintenance of relevant logs, including sterilization, medication, AIC, crash cart, glucose, refrigerator, and oxygen tank logs, is essential. Ensuring supplies, medication, forms, and equipment are ordered and in stock is also a responsibility. Participation in and facilitation of staff meetings is required. The supervisor serves as a representative of FHCN PACE to the community and coordinates activities related to new participants. They assist in facilitating efficient patient flow by coordinating front and back office and ancillary services. Utilization of dashboard and metric tools to ensure efficient patient visits and reduced wait times is expected. Appointment schedules are maximized and spread throughout the shift, and staff adherence to operational workflows for registration, eligibility, copay collections, vitals, referrals, and clinical procedures is ensured. Staff schedules are prepared and posted at least one month in advance. Initial and annual skills/competency assessments are administered. Adherence to the Attendance and Absenteeism Policy is required, recognizing that regular attendance is an essential function of all FHCN positions. The ability to present to and work at any FHCN location based on business need is also required. Other duties as assigned.

Requirements

Possesses proficiency in written and verbal communication, basic mathematics, computer applications, and technical systems frequently acquired through one of the following: Completion of an Associate’s Degree program with a recognized major and a minimum cumulative GPA of 2.5; or A combination of relevant experience and completion of a high school diploma with a minimum cumulative GPA of 2.5, or General Educational Development (GED) with a minimum overall score of 162.5, and healthcare-related knowledge frequently acquired through completion of a trade school, para-professional, or certificate type program.
If an individual has completed a degree at a higher level than required by the role and had a stronger GPA in that program, they may provide proof of GPA from that degree in lieu of the high school diploma or Associate’s degree.
Have a minimum of two years of leadership experience or five years of progressively greater responsibility or significant contributions to projects and initiatives that demonstrate leadership skills.
Have a minimum credit score of 650.
Ability to prepare more complex documents in Microsoft Word, including creating tables, charts, graphs, and other elements.
Ability to use Microsoft Excel to analyze data, including formulas, functions, lookup tables, and other standard spreadsheet elements.
Ability to develop sophisticated presentations in Microsoft PowerPoint, including embedded objects, transitions, and other elements.
Job duties require the employee to effectively communicate, verbally and in writing, their opinions and extrapolations of information they collect and synthesize/analyze.
Responsible for resolving conflicts arising from disagreements between employees, between employees and customers/clients, or with the public, other legal entities, or governmental authorities.
Compiles, analyzes and prepares information in an effective written form, including correspondence, reports, articles, or other documentation.
Effectively conveys technical information to non-technical audiences.
The physical demands described in this job description are representative of those that an employee must meet to perform the essential functions of this position successfully.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
While performing the duties of this position, the employee is regularly required to sit and type.
The employee is frequently required to stand or walk and occasionally squat, kneel, and reach above and below shoulder height to lift and move items up to 20 pounds.

Nice To Haves

Medical Assistant/LVN Certification preferred.

Responsibilities

Provides supervision to departmental staff.
Responsible for performance management of assigned staff, including recognition, performance evaluations, formal coaching, and counseling, and making decisions or recommendations regarding necessary disciplinary actions.
Responsible for making recommendations regarding hiring or firing and the advancement and promotion of assigned staff or any other change in the status of assigned staff.
Creates a culture of accountability and excellence.
Builds a successful team and aligns team performance.
Empower staff through effective communication and talent building.
Provides and ensures employees receive instruction/training to complete their assigned responsibilities while ensuring compliance with the training plan.
Manages the work of the assigned team.
Assigns duties to employees and provides daily guidance and supervision based on the manager’s operational direction.
Daily, monitors staff performance and department staffing, and mitigates and resolves any issues preventing goal attainment, providing constant feedback to manager.
Ensures employees know and adhere to company workflows, procedures, and policies.
Identifies trend offenses, reporting to the manager as frequently as necessary based on the severity of the offense.
Recommends workflow and procedure changes based on observations from the floor.
Assists manager in ensuring department expenses stay within budget.
Maintains compliance with all employee-related reporting and tracking.
Coordinates all center activities, including care planning and implementation, preparation for Interdisciplinary conferences and daily meetings, family conferences, and initial and period assessments.
Facilitate and lead morning meetings of the interdisciplinary team (IDT); facilitate and lead regularly scheduled Intake and Assessment meetings to review participant cases regularly.
Collaborate with the Manager, develop, implement, and track operational plans to improve and meet health center performance goals.
Through operational reports and staff feedback, identifies opportunities, makes recommendations to the Manager, and implements strategies for improving customer service, patient throughput, and patient flow.
Coordinates with the enrollment team to hold “friendly visits” for new candidates at the FHCN PACE center.
Ensure patient information is collected, verified, and updated and financial options are reviewed and offered to patients during registration.
Ensures insurance eligibility verification is completed through appropriate verification sources.
Understands and can perform legal documentation and chart completion according to policy and procedures.
Completes periodic chart audits to ensure the PACE Center remains audit ready.
Conduct health center rounding to ensure customer service is at its highest level, team rapport, and compliance with OSHA, CMS, DHCS, accrediting bodies, regulatory agencies, and infection control guidelines.
Completes the PACE Center Checklist and follows up on outstanding issues.
Responsible for handling patient complaints.
Assists the patient and develops solutions to problems.
Collaborates with other department supervisors when needed to resolve patient issues.
Responsible for ensuring all relevant logs are adequately maintained.
Ensures sterilization, medication, AIC, crash cart, OC for glucose, refrigerator, and oxygen tank logs are accurately maintained.
Ensures supplies, medication, forms, and equipment are ordered and in stock.
Participates and assists with facilitating staff meetings.
Serves as a representative of FHCN PACE to the community.
Coordinates activities related to new participants.
Assists in facilitating efficient patient flow by coordinating the front and back office and ancillary services throughout the health center.
Utilizes the dashboard and other metric tools to ensure patients flow through their visit efficiently, including reducing wait times.
Ensures appointment schedules are maximized and spread throughout the shift.
Ensures that staff follows operational workflows related to registration, eligibility, copay collections, vitals, referrals, and clinical procedures.
Prepares and posts staff schedules at least one month in advance.
Administer the initial and annual skills/competency assessments.
Responsible for adhering to the Attendance and Absenteeism Policy, recognizing that regular attendance is considered an essential function of all FHCN positions.
Ability to present to and work at any FHCN location, both at the beginning of a shift or during a shift, based on business need.
Performs other duties as assigned.