Supervisor, Digital Clinic Operations (Remote)

Healthcare Outcomes Performance Co. (HOPCo)•Phoenix, AZ

2d•Remote

About The Position

The Supervisor, Digital Clinic Operations leads and supervises Digital Clinic support staff and oversees clinic operations. The role is responsible for staff training, performance and engagement, staffing and schedules, patient flow, service quality, compliance, and operational effectiveness. The supervisor works with providers and VBC Digital Clinic leadership to maintain SOPs and workflows, adjust staffing to patient demand, and achieve productivity, patient access, quality, employee engagement, and patient satisfaction goals. The position also supports staff with patient check-in and checkout and medical-history intake as needed, resolves patient concerns, monitors operational dashboards and KPIs, and coordinates daily tasks and coverage. The work is performed in a normal remote clinic environment.

Requirements

Minimum of three years of work experience in a medical practice or clinic.
Excellent interpersonal and communication skills.
Ability to develop creative and innovative approaches to problem-solving.
Proficiency with EMR systems.
Experience with telehealth platforms.
Experience with Microsoft Teams, Outlook, Excel, and reporting tools.
Experience with workforce management and scheduling systems.
Knowledge of front-office procedures and patient flow.
Knowledge of clinic payment policies and procedures.
Knowledge of medical terminology and medical insurance plans.
Skill in effectively managing clinic staff, training and mentoring front-office staff, delegating duties, and maintaining a professional and pleasant atmosphere.
Ability to resolve customer-service issues, identify improvement areas, build positive relationships with patients, families, providers, and staff, and analyze workload requirements to schedule front-office staff appropriately.
Must acknowledge and adhere to HOPCo’s mission, vision, and values.

Nice To Haves

High school diploma/GED or equivalent working knowledge preferred.
Associate’s degree in Healthcare Administration, Business Administration, or a related field preferred; an equivalent combination of education and experience may be considered.
Previous supervisory experience in a medical clinic setting.
Orthopedic/MSK clinic experience.
Virtual or remote clinic experience.
Virtual care, telehealth, or remote workforce management experience.
Value-Based Care experience, strongly preferred.

Responsibilities

Coach and lead staff in demonstrating the organization’s mission, vision, and core values through education, example, huddles, and results.
Support Value-Based Care programs and initiatives.
Demonstrate outcomes against established metrics and patient satisfaction surveys.
Lead staff in directing patient flow efficiently throughout the clinic.
Assist Digital Clinic support staff with patient check-in and checkout and medical-history intake into the EMR as needed.
Supervise clinic staff and serve as the primary contact for Digital Clinic support staff.
Oversee clinic operations and assigned audits.
Ensure new hires are trained and follow applicable SOPs and workflows.
Lead ongoing quality monitoring of staff competencies and assist with staff training and education.
Complete employee evaluations and administer corrective actions.
Conduct regularly scheduled staff meetings and daily, weekly, or monthly staff huddles.
Interact with patients and customers to resolve issues and concerns.
Partner with providers and staff to provide excellent customer service.
Assign staffing and schedules, oversee time and attendance, and hold regularly scheduled one-on-ones with support staff.
Create and maintain an employee engagement program.
Block and unblock provider templates and monitor and assign patient rescheduling as needed.
Ensure and coordinate collection of patient copayments and past-due accounts, when applicable.
Ensure staff verify demographic and insurance information through real-time eligibility or payer websites.
Complete onboarding and training for Digital Clinic support staff.
Ensure staff meet compliance, confidentiality, documentation, regulatory audit readiness, and SOP-adherence requirements.
Collaborate with VBC Digital Clinic leadership to develop, review, and maintain SOPs and workflows.
Coordinate and assign daily tasks to support efficient operations.
Review operational and scheduling data to optimize staff schedules, productivity, and resource utilization.
Monitor staffing capacity, workload, and patient volume to identify coverage needs and maintain appropriate staffing levels.
Evaluate staff productivity and schedule utilization to improve efficiency and team capacity.
Partner with VBC Digital Clinic leadership to adjust staffing and schedules based on patient demand, workload, and operational needs.
Participate in interviews and candidate selection for Digital Clinic support staff with VBC Digital Clinic leadership.
Achieve established productivity, patient access, quality, employee engagement, and patient satisfaction goals.
Analyze operational dashboards and KPIs to identify trends, staffing needs, workflow opportunities, and performance-improvement initiatives.
Monitor clinic productivity, patient access metrics, no-show rates, and service-level performance.