ORGANIZATION
The mission of Ravenswood Family Health Network (RFHN) is to improve the health of the community by providing culturally sensitive, integrated primary and preventative health care to all, regardless of ability to pay or immigration status, and collaborating with community partners to address the social determinants of health.
POSITION SUMMARY
The Site Supervisor, under the general direction of the Clinic Site Assistant Manager, actively oversees daily operations for the entire clinic site. Primary areas of focus include:
- delivering exceptional patient experience throughout the patient journey;
- achieving and exceeding patient access goals;
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delivering above benchmark patient outcomes;
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a high performing and motivated workforce, and
- financial stewardship.
This includes coordinating the flow of back office activities and resolving issues that arise from patient and staff actions in both the back and front office. The Site Supervisor is responsible for clinical supervision, monitoring competencies, arranging for trainings, and conducting evaluations of medical assistants who are their direct reports. Additionally, responsible for arranging and coordinating staff schedules, directing support staff breaks and lunches, and coverage for absences as well as managing and jockeying the patient schedule to meet clinic productivity and patient quality incentive targets. Steps in as needed to support clinic flow and drive the improvement of support staff efficiency, proficiency, and effectiveness in care delivery, and to perform other duties as assigned. This position is a member of the Clinical Operations team supporting Patient Centered Medical Home (PCMH) standards and Team Care practices.
DUTIES AND RESPONSIBILITIES
To be performed in accordance with RFHN Policies and Procedures
Site Supervision
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Responsible for coordination of day to day floor operations for front and back office.
- Builds a team that consistently meets and exceeds organizational goals (which reflect how effectively the organization is meeting its mission).
- Directly supervises primary care medical assistants and back office volunteers, and has general supervision of clinic site support staff, such as specialty services medical assistants, health coaches, lab staff, front office staff, and other support staff and volunteers to ensure efficient and effective delivery of patient services.
- With the support and oversight of the Clinic Site Assistant Manager, provides and arranges for onboarding orientation, ongoing training, supervision, and evaluation of direct reports to ensure they are compliant with all health center policies, care protocols, workflows and procedures to ensure delivery of patient services is efficient and effective.
- Conducts and arranges for new support staff orientation sessions and training.
- Identifies staff training needs and arranges or conducts in-service training.
- Provides effective hands-on coaching, supporting staff development.
- Uses accountability tools to ensure ongoing competency and validation of work assignments.
- Conducts monthly department staff meetings with support and allied health staff to discuss performance, operational issues, improvement activities, policies, and procedures.
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Together with the Clinic Site Assistant Manager, resolves staff performance issues and complaints.
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Completes daily prefill huddle sheet.
- Conducts weekly/biweekly (based on needs) one-on-ones with direct reports to offer a space for employees to discuss their challenges, career goals, and concerns in a private and confidential setting, receiving tailored support and guidance from their supervisor.
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Provides constructive feedback, both positive and negative, to help employees improve their skills and performance, fostering a culture of continuous learning and development.
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Responsible for overseeing work assignments and daily operations, including but not limited to, MA pool and in baskets, N drive, wait list management, MA’s chart scrubbing, provider boxes of direct reports.
- Participates with Clinic Site Assistant Manager in conducting annual performance evaluations and recommending merit increases, promotions, and disciplinary actions of direct reports.
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Assigns and ensures back office support staff completion of job assignments and work schedules.
- Ensures day-to-day coverage is planned, in addition to evening vaccine clinics and Saturday clinics.
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Coordinates with other Site Supervisors for MA coverage should there be a need.
- Ensures time-off approvals are in accordance with assigned clinic needs.
Patient Care
- Addresses patient complaints and files incident reports in Resolver per RFHN policies and procedures.
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De-escalates patient conflicts and focuses on understanding the patient's perspective, while also setting clear boundaries and remaining calm, actively listening, and using empathetic communication.
- Participates actively in the clinic site’s Quality Improvement program.
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Ensures that patient record documentation is accurate and complete and that patient confidentiality is strictly maintained.
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Steps in as a Medical Assistant as needed while maintaining control of the flow of care.
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Actively monitors provider schedules for access issues on a daily basis.
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Actively monitors daily patient flow and helps to coordinate patients being seen in a timely manner.
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Jockeys the patient schedule as needed for efficient clinic flow.
Operations
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Works in partnership with leadership peers to drive operational excellence across the patient journey, delivering an exceptional patient experience and outcomes.
- Drives the culture of the department in alignment with the organization’s mission, vision, and values.
- Ensures clinic doors are opened at 7:30 AM, disarming the clinic in a timely manner. Staying until the last patient leaves and ensuring clinic is armed at the end of the day (if not taken care of by Facilities staff).
- Ensures that effective customer service by all clinic site staff and volunteers is culturally and ethnically appropriate in their communications and interactions with patients, coworkers, and the public.
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Collaborates with Maintenance and Central Supply Department staff to ensure that medical and pharmaceutical supplies are ordered, delivered, stored appropriately (including refrigeration as needed), and that inventory levels are adequate, and that medical equipment is maintained and repaired as needed.
- Collaborates with Vaccine Manager to ensure proper inventory, storage, and handling of vaccines in the clinic:
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Ensures that a minimum of 10 doses of each vaccine are in stock at all times and sends the vaccine manager a weekly vaccine inventory (on Fridays).
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Ensures that all vaccines received are stored appropriately upon arrival (refrigerator and freezer) by assigned staff members and reviews for completion; verifies that assigned staff –
- labeled all vaccines according to the appropriate program;
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entered them into Accushelf/Accuvax, and
- scanned the packing list to the Vaccine Manager for data entry.
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Ensures that expired/wasted vaccine log is completed, and scans completed forms to the Vaccine Manager on Friday, or the last working day of the week.
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Ensures daily completion of vaccine temperature log twice a day (at the start of each shift, and at the end of the shift), including Saturday clinics.
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Signs temperature logs on the 15th and on the last working day of each month then scans a double-sided copy to the Vaccine Manager and places the signed form in the clinic’s temperature log binder for record keeping.
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Informs the Vaccine Manager of staff members with vaccine privileges at time of hire, and also at time of termination to allow for the timely creation and deactivation of their CAIR (California Immunization Registry) accounts.
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Distributes and collects money bags from the front desk. Ensures collections are given to Facilities staff for delivery to Billing Department in a timely manner.
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Ensures all compliance postings are up-to-date and posted visibly and legibly for targeted audience to see and read.
- Promotes employee and patient safety needs, communicating these needs with recommendations, as appropriate, to the Clinic Site Assistant Manager.
- Works closely with Providers to ensure that clinical tasks and activities are carried out according to regulatory compliance and task timeline.
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Monitors and recommends updates of Policies and Procedures together with the Clinic Site Assistant Manager.
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Ensures site adherence to all laws and regulations regarding labor requirements for hourly staff.
- Supports the Clinic Site Assistant Manager in re-enforcing adherence to the proper disposal of medical waste, and the safe handling of sharps, instruments, and medical equipment.
- Supports the Clinic Site Assistant Manager in re-enforcing clinic site’s staff adherence to all regulations and legal requirements in consultation with the Compliance Department for all federal, state, county laws and local health plan contracts.
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Participates in the development and improvement of back office operational systems and the assignment of responsibilities to medical assistants, including but not limited to daily huddles, scrubbing charts, patient agenda setting, closing care gaps, assisting providers with their EHR inboxes, checking and following up on patient portal messages, and discharge follow-up.
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Creates succession plans for direct reports to identify leadership potential and assign key roles, and helps boost employee engagement to reduce turnover.
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Supports the interpretation and translation needs of providers and patients, ensuring the advanced planning for special needs patients, such as “signing”, and identifies problem areas to make changes as necessary.
General Agency Duties
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Fosters an environment that promotes trust and cooperation among patients and staff; maintains strictest confidentiality concerning all patient and employee information.
- Promotes and exemplifies in action, the mission, goals, policies, procedures and principles of RFHN to supervisees and other clinic staff.
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Participates in outreach activities, agency advocacy, and serves on ad hoc committees, as requested.
QUALIFICATIONS
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Bachelor's degree in health, nursing or business administration with two (2) years minimum experience in outpatient clinics, community health centers or physician office – OR five (5) years of work experience as a Medical Assistant required.
- Knowledge of the principles of electronic practice management systems required.
- Previous lead, supervisory and/or management experience in outpatient clinics, community health centers/physician office, or in another field with transferable job duty requirements preferred.
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Demonstrable skill in engaging, motivating, communicating, and leading effectively by example.
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Highly competent and proficient in demonstrating and carrying out clinical duties according to standards.
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Ability to communicate effectively both verbally and in writing in a professional manner.
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Spanish language proficiency highly preferred to facilitate communication with patients and employees.
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Computer literacy required; familiarity with the use of Microsoft Windows.
- Demonstrated knowledge and experience in the effective and efficient delivery of outpatient clinic operations.
- Ability to take initiative and to exercise independent and sensible judgment; demonstrates decision-making and problem-solving expertise.
- Ability to provide proactive, positive, calm, and overall effective leadership for the clinic staff in the delivery of day to day back office and front office clinic services.
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Demonstrated ability to motivate, supervise, train, and work respectfully and effectively with a culturally diverse clinic staff.
- Ability to collaborate and work effectively with the management team, patients, the public, community members, and external agencies.
- Must adhere to standards of confidentiality.
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Up to date with COVID-19 vaccines per current CDC guidelines strongly recommended.
The salary range for this position is $72,800 to $90,000 annually. However, the final base salary will be determined upon a number of individualized factors such as (but not limited to) the scope and responsibilities of the position, job-related knowledge, skills, experience, education and certification levels, and departmental budget. We also consider internal equity with our current employees when making final offers.
Ravenswood Family Health Network is an equal opportunity employer.
