Martin’s Point Health Care is looking for a Clinical Team Supervisor, for our practice in Portland, Maine. This person will be a working coordinator and coach who will provide direct oversight and management of the clinical support staff (licensed nurses and medical assistants), in addition to assigned nursing duties. The successful candidate will oversee patient flow and provide over-site of clinical support staff functions and activities to ensure quality patient outcomes and satisfaction.
Responsibilities:
1. Manage daily schedules of assigned clinical staff to ensure staffing levels support provider and patient needs.
2. Coordinate and/or conduct nursing orientation, competency training, staff development needs and coaching to ensure staff possesses the necessary skills to meet clinical care and quality standards.
3. Participate in the establishment of expectations for, and assessment of, clinical staff performance, including quality assurance review.
4. Monitor staff performance to ensure metrics are met (telephone response/resolution, disease/population management, appointment access) and report below standard performance to Practice Administrator.
5. Coordinate and lead team meeting facilitation and communication.
6. Coordinate clinical, non-provider student shadowing and internships.
7. Resolve difficult patient interactions in a respectful manner and/or obtain practice management assistance for unresolved issues.
8. Resolve missing/outstanding charges issues.
9. Assist practice management with development of policies, procedures, and workflows that support the practice team.
10. Serve as direct contact for provider, clinical support and administrative staff for daily messaging and scheduling changes to minimize disruption to patient flow.
11. Provide back up support/direct care for clinical team coverage, as necessary, to maintain patient flow and to ensure continuity of care.
12. Work in partnership with the Practice Administrator to develop an annual budget designed for the clinical support staff to meet expense and revenue targets as well as to support clinical resource needs (equipment, training, staff support, etc.) and division-wide strategic goals.
13. Participate and/or lead process improvement activities to enhance patient outcomes.
14. Participate in formal and informal patient complaint process.
15. Collaborate/partner with Portland Management Team and Physician Leads to develop and implement specialized programs and/or corrective action plans to address identified quality needs and/or improve clinical services (Portland only).
16. Perform any other related duties as requested/assigned.
Education/Experience:
· Maine RN or LPN licensure required.
· Supervisory experience required, including the ability to supervise and direct clinical support staff.
· Practice management experience.
· BLS required
· ACLS, preferred
Skills/Knowledge/Competencies (Behaviors):
· Demonstrated leadership skills; effective mentor and coach.
· Experience with coordinating telephone triage process between clinical support staff and front line staff
· Effective communication skills.
· Excellent written and oral communication skills.
· Ability to schedule and prioritize resources to meet daily business needs.
· Ability to use multiple computer systems to manage schedules, processes, and communications (MS Office a plus).
· Ability to establish accountability and collaboration among staff members.
· Able to work flexible hours.
· Resiliency and ability to handle difficult conversations with patients and internal customers.
· Ability to multitask among phone and face to face encounters despite frequent interruptions.
· Ability to analyze and problem solve in an effective manner with positive outcomes.
· Detailed oriented with excellent follow up skills.
· Ability to design work processes around customer needs and expectations
Martin’s Point Health Care offers comprehensive employee benefits, including health, dental and life insurance, short and long term disability, 401K, earned time, nine (9) holidays per year, and a tuition assistance program.
To learn more about Martin’s Point Health Care and to apply for this position, please visit our website, www.martinspoint.org/careers .
Martin’s Point Health Care is an Equal Opportunity Employer. M/F/D/V
