Supervisor, Digital Clinic Operations (Remote)

Healthcare Outcomes Performance Company•Phoenix, AZ

1d•Remote

About The Position

The Supervisor, Digital Clinic Operations leads and supervises Digital Clinic support staff and clinic operations. The role supports Value-Based Care initiatives and is accountable for patient flow, service quality, productivity, patient access, employee engagement, and patient satisfaction. The supervisor coordinates staffing, schedules, daily tasks, training, performance feedback, and operational audits, while working with providers and Digital Clinic leadership to maintain effective workflows and standard operating procedures. The position monitors operational dashboards and key performance indicators to identify trends, staffing needs, and opportunities to improve workflows and resource utilization. It also ensures staff compliance with confidentiality, documentation, regulatory readiness, and established procedures. 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 generate creative and innovative approaches to solve problems.
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.
Knowledge of medical insurance plans.
Skill in effective management of clinic staff.
Skill in training and mentoring front office staff.
Skill in delegating work duties to staff.
Skill in creating and maintaining a professional and pleasant atmosphere.
Ability to resolve customer service issues and identify areas for improvement.
Ability to establish and maintain positive relationships with patients, families, providers, and staff.
Ability to analyze workload requirements and schedule front office staff appropriately.
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.
Equivalent combination of education and experience may be considered.
Previous supervisory experience in a medical clinic setting preferred.
Orthopedic/MSK clinic experience preferred.
Virtual/remote clinic experience preferred.
Virtual care, telehealth, or remote workforce management experience preferred.
Value-Based Care experience strongly preferred.

Responsibilities

Coach and lead staff in support of the organization’s mission, vision, and core values through education, demonstration, huddles, and results.
Support Value-Based Care programs and initiatives and demonstrate outcomes through established metrics and patient satisfaction surveys.
Lead staff in efficiently directing patient flow throughout the clinic.
Assist support staff as needed with patient check-in and check-out and entering medical histories into the EMR.
Supervise clinic staff and serve as the primary contact for Digital Clinic support staff.
Oversee clinic operations and complete assigned audits.
Ensure new hires are adequately trained and consistently follow applicable standard operating procedures 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.
Hold regularly scheduled one-on-one meetings with support staff to provide real-time feedback, reinforce positive behavior, and correct inappropriate behavior.
Interact with patients and customers to resolve issues and concerns, partnering with providers and staff to provide excellent customer service.
Assign staffing and schedules, oversee time and attendance, and 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 tools 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 Digital Clinic operations.
Review operational and scheduling data to optimize staffing, productivity, and resource utilization.
Monitor staffing capacity, workload, and patient volume to identify coverage needs and ensure appropriate staffing levels.
Evaluate staff productivity and schedule utilization to identify efficiency improvements and maximize 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 in collaboration 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.