CO Clinic Supervisor

The Department of Urology is seeking a Clinic Supervisor to coordinate the day to day clinic operations at the Green Spring Station Pavilion III outpatient clinic. Coordinates the efficient flow of patients, staff and providers in a busy clinic environment. Recommends, develops and implements initiatives to enhance clinical operations. Acts proactively to troubleshoot problems, resolves and diffuses patient, provider and clinical staff issues. Fosters a team environment and is a mentor for clinical staff. Ensures a positive patient centered experience by modeling, promoting and cultivating a commitment to customer service as evidenced by minimal waiting, appointment preparations, proper identification and rooming of patients, safe delivery of services.

Specific Duties and Responsibilities:

Supervisor Functions

• Oversees the day-to-day operations.
• Responsible for planning, workflow management and oversight of the clinic.
• Phlebotomy and clinical support integrated within the provider clinic.
• Has primary and essential responsibility of for supervising clinic staff, training, establish policies and procedures and recommends changes when needed.
• Hires, orients, and provides day to day oversight of clinical service personnel including RNs, CMAs, and PSCs.
• Review/approves staff members E210 on a daily basis.
• Conduct staff Performance Reviews in the SuccessFactors system to include: Goal Setting, Introductory Reviews, Mid-Year, and Annual Reviews with staff.
• Understand each staff member’s role and responsibilities and recommend training when required.
• Ensures adequate staffing based on anticipated clinical and research patient volumes and acuity. Coordinates schedules and assignments based on needs and within practice guidelines.
• Evaluates performance of clinical staff in collaboration with providers and Executive Vice Chair.
• Identifies areas of weakness in personnel performance and intervenes appropriately. Implements progressive counseling or disciplinary action when appropriate.
• Develops standard operating procedures for areas of responsibility.
• Assures accurate completion of specimens and required documentation to ensure quality and adherence to JHH policies, protocol requirements, and ICH GCP guidelines.
• Participates in planning for new and amended protocols.
• Assists in the planning of protocol–specific activities and identify potential barriers to protocol compliance.
• Coordinates required annual in-services and other in-services as necessary.
• Resolves patient and provider complaints and recommends practice improvements relating to patient flow and team communication; when appropriate, escalates problems in a timely manner to the Director of Clinical Operations and Administrator when appropriate.
• Responsible for tracking patient volumes, research samples/tests, and documentation errors to identify patterns/trends to support corrective action, staff education and quality improvement.
• Actively participates on Ambulatory Operations Committee. Promotes and leads process improvement initiatives.
• Understand and can navigate EPIC and EPIC appointment templates.
• Function as Epic Super User for the clinic
• Hold monthly staff meetings with the team. Promote employee engagement and recognition.
• Ensures customer satisfaction for patients, families, and other guests.
• Resolve scheduling conflicts and maintain clinic patient flow.
• Review patient comments for GSS on a monthly basis. Conduct service calls with patients and families if needed.
• Demonstrates knowledge of daily payment reconciliation and cash management responsibilities.
• Review the Daily Reconciliation on a daily basis.
• Develop reports to track referral patients, data regarding physician availability, appointments and waiting periods.
• Maintain Clinic Compliance by developing a plan of actions to monitor clinical compliance with quality assurance guidelines and plan for implementation.
• Ensure all staff licensure are valid and up-to-date.
• Ensure all Joint Commission requirements are met with equipment, supplies, and policies.

Patient Service Coordinator Functions

• Maintain accurate information on each patient to facilitate the patient encounter and check-in process.
• Use automated systems to expedite patient scheduling, pre-registration, check-in, and check-out.
• Schedule patients for procedures, laboratory tests, medical examinations, and consultations. Relay information to patients regarding preparation for laboratory tests and examinations.
• Coordinate visits either within the department or between several departments.
• Telephone and interview patients and/or family members to obtain accurate pre-registration information and to confirm appointments.
• Print and mail directions, maps, fee schedules, and department specific information to patients.
• Send medical questionnaire forms to patients to obtain missing information.
• Verify and enter pre-registration and insurance information into the computer system and prepare daily printed schedules for designated areas.
• Obtain and/or verify patient's demographic data by phone or in person.
• Confirm appointments by telephone and/or mail.
• Obtain pre-certifications as required by patients' health care insurers or managed care providers.
• Inform patients of costs of care being provided, and guide them to appropriate resources for further information, guidance, or assistance.
• Arrange or assist in arranging patient transportation.
• Answer phones and provide routine information to callers.
• Coordinate administrative tasks if a patient has to be admitted to the hospital, so the patient may go directly to the floor.
• Collect time of service payments, issues receipts, and prepare cash settlement records.
• Input diagnostic and procedure codes in to Epic for computer billing.
• Discuss patient charges, if appropriate, with patients and/or patients' families.
• Mail lab and patient result letters, file, create and maintain paper and electronic patient charts, provide accurate and timely messages to MDs, fulfill HIPAA compliant ingoing and outgoing medical records requests, manage incoming and outgoing faxes, provide accurate appointment entry/check in/ check out.

Certified Medical Assistant Functions

• Participates in the care of the patient, under the direct supervision of the Physician and in collaboration with the healthcare team.
• Collects patient information and assessment data.
• Obtains and records patient’s vital signs: temperature, pulse, respirations, blood pressure, weight and height.
• Reports assessment findings to practitioner, and records on appropriate documentation forms in a timely manner.
• Obtains additional data from patient and significant other based on initial data collection.
• Performs chart review prior to clinic visit to obtain historical data.
• Monitors patient status recognizing and reporting abnormal findings or changes in condition.
• Organizes patient care activities based on assessment findings.
• Confirms and clarifies written orders prior to implementation of delegated tasks.
• Maintains and uses principles of aseptic techniques and infection control when performing clinical duties and tasks.
• Under clinical supervision, performs delegated procedures common to the specialty area in a safe, effective, and efficient manner according to Clinical Practice Policy and Procedures.
• Assists practitioner in identified patient procedures/treatments/examinations, (preparation, positioning, supplies, equipment).
• Appropriately obtains and manages specimens, including: labeling, form completion, transport to laboratories, and log maintenance.
• Performs quality control for waived testing.
• Recognizes emergency situations and implements emergency procedures according to clinic guidelines. Administers first aid, CPR, and maintains emergency equipment and supplies.
• Provides appropriate patient education, health information materials and community resource lists as directed, and maintains educational supplies.
• Obtain lab results, and under MD guidance, does routine patient notification of results.

Special Knowledge, Skills, and Abilities:

• Should have prior EPIC experience.
• Understanding of changing reimbursement policies and third party reimbursements.
• Exhibits expert oral and written communication skills.
• Handles difficult situations with tact and diplomacy.
• Serves as a model for exemplary customer service.

Specific Physical Requirements:

• Able to sit in a normal seated position for extended periods.
• Able to reach by extending hand(s) or arm(s) in any direction.
• Finger dexterity required, able to manipulate objects with fingers rather than entire hand(s) or arm(s), e.g., use of computer keyboard.
• Able to communicate using the spoken and written word.
• Able to see within normal parameters and to hear within normal range.
• Able to move about.
• Able to lift minimum weight, 10lbs