Clinical Operations Supervisor

Department Overview

The Centralized Ambulatory Access Supervisor provides direct, day-to-day supervision of the front-line staff who support new patient scheduling, medical record acquisition, external referral creation and processing, and patient access across the Connected Care Center (C3), Ambulatory Access Services (AAS), and the Incoming Referrals Center (IRC). The supervisor ensures staff deliver consistent, high-quality, patient- and provider-focused service while meeting established access, productivity, and turnaround standards.

The supervisor oversees daily workflow and queue performance - checking in with staff throughout the day, leading daily huddles, and tracking and transparently sharing performance metrics - and resolves escalated patient and provider issues as they arise. As the direct people leader for the team, the supervisor recruits, hires, trains, evaluates, coaches, and develops front-line staff; fosters a positive, team-oriented culture built on trust; resolves work-related employee issues promptly; and supports staff development, retention, and advancement.

The supervisor also demonstrates fiscal accountability by monitoring expenses and preparing documentation for review, and ensures staff maintain patient confidentiality and follow applicable patient care requirements.This position reports to the Centralized Ambulatory Access Manager. Success requires strong problem-solving and organizational skills, a high level of written and verbal communication, and the ability to remain calm and effective under high-volume conditions and tight timelines.

Function/Duties of Position

Staff Operations

• Promotes a patient and provider-focused service model, monitors productivity and customer service.
• Ensure accurate and timely work of staff for:
• Referral processing
• New patient scheduling
• Obtaining outside medical records
• Access issues
• Oversees daily workflow by frequently checking on staff throughout the day.
• Implements and maintains daily huddles.
• Identifies and maintains applicable metrics and shares in a regular and transparent way.
• Recommends and implements operational and facility changes as needed; Maintains patient confidentiality, assuring that staff follow patient care requirements as applicable.

Human Resources Management

• Supervise front line staff; recruitment, hiring, training and development, evaluation, and disciplining; Leads staff to develop a culture that fosters positive attitudes and trust to achieve goals and objectives through excellent teamwork. Promptly and effectively resolves work-related employee issues, concerns and deficiencies; Provides immediate feedback to staff regarding customer service, work habits, and other performance areas. Mentor, coach, and develop staff in the achievement of operational goals. Works to increase employee retention rates.
• Assess staff performance regularly through competency testing, rounding, soliciting feedback, GROW conversations, etc. Provides opportunities for staff development and advancement; Approve and audit employee leave; Monitor timekeeping and attendance.

Finance

• Demonstrates fiscal accountability and effective use of resources: Manage, with guidance and support from the Sr. Director, applicable expenses.
• Prepares necessary documentation for supervisor review/approval; Assists in budgeting expenses associated with operations.

Communication, Interpersonal Skills and Relationship Management

• Collaborate with internal leaders at all levels of the organization as well as with external partners to provide excellent customer service.
• Recognized subject matter expert
• Fosters a positive work environment; treats co-workers, clients, vendors, members of the public, and management with courtesy and respect.
• Outstanding excellent internal and external customer service skills.
• Communicates with subordinates and team mates in a clear, concise, 

  accurate, and timely manner; develops consistent, effective modes of communicating with staff, including holding regular staff meetings.

• Accessible to staff during working hours.

Required Qualifications

• Associates Degree in related field, (2 years of additional experience can replace an associate's degree)
• 3 years prior experience in a clinical setting working with patient scheduling and access with a high level of patient interaction. Experience should demonstrate progressive additions to responsibility and at least one year serving as a lead worker.

• Ability to work with EPIC or similar electronic health record system

• Ability to work with Oracle or similar software system
• Timekeeping skills (e.g. Kronos)
• Knowledge of and ability to operate wit