FAMILY MEDICINE DEPARTMENT SUPERVISOR

Description

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   

Under the general direction of the Family Medicine Assistant Manager, the Family Medicine Department Supervisor supervises the Family Medicine Department operations and patient services to ensure that the patient flow operates efficiently, effectively, and support staff delivers high quality health care.  Supervises the Family Medicine Medical Assistant Lead/Flow Coordinators, Medical Assistants, back office support staff and volunteers. Ensures appropriate staffing for department support. Arranges for orientation, training, testing and evaluation of Family Medicine Department support staff for adherence to all policies and standards.  Responsible for Family Medicine Department support staff scheduling, meeting productivity goals, operational supervision and improvement issues. 

DUTIES AND RESPONSIBILITIES

To be performed in accordance with RFHN Policies and Procedures

Supervision (40%):

1. Directly supervises medical assistant lead/flow coordinators, medical assistants, back office support staff, volunteers and other support staff assigned directly to clinical programs to ensure efficient and effective delivery of patient services.
2. With the support and oversight of the Family Medicine Assistant Manager, the Family Medicine Department Supervisor provides and arranges for orientation, training, supervision, and evaluation of clinical support staff to ensure their compliance with all health center policies and procedures and efficient and effective delivery of patient services.
   • a.  Conducts and arranges for new support staff orientation sessions and training.
   • b.  Identifies staff training needs and arranges or conducts in-service training.
3. Conducts daily huddles, weekly group and monthly individual staff meetings with clinical support and allied health staff to discuss performance, operational issues, improvement activities, policies, and procedures. 
4. Responsible for overseeing support staff work assignments and daily operations.
   • a.  Assigns and completes job assignments and work schedules.
   • b.  Delegates work assignments to maintain a balance of work load.  Matches the responsibility to the person, setting expectations and monitors delegated activities.
   • c.  Step into cover as well as assist staff members with assignments and duties when necessary in order to ensure patients are seen and work is completed in a timely manner.
   • d.  Provide all aspects of patient care when necessary.
   • e.  Resolves staff performance issues and complaints in accordance with the clinic's policies and procedures.  Escalates issues and complaints when necessary.

Operations (40%):

1. Maintains and improves Family Medicine department operations in conjunction with the Family Medicine Assistant Manager.
2. Actively manages daily efficient Family Medicine back office patient flow, to meet cycle time goals in a culturally competent, professional and courteous manner that promotes customer satisfaction.
3. Promotes employee and patient safety needs, communicating these needs with recommendations, as appropriate, to the Family Medicine Assistant Manager.
4.  Monitors and resolves patient complaints, documents, and responds in accordance with the clinic's policies and procedures.
5.  Assists the Family Medicine Assistant Manager in monitoring patient utilization of programs and services to assure that RFHN goals are met.
6. Coordinates provider staff schedules for Family Medicine to assure that all changes are properly communicated and workflow is smooth.
7. Collaborates with Facility and Central Supply Department staff to ensure that medical and pharmaceutical supplies are ordered and that inventories are adequate and medical equipment is maintained and repaired, as needed. 
8. Assures that the Family Medicine Department back office services adhere to all regulations and legal requirements in consultation with the Medical Director including compliance with California Clinic Facility Licensure regulations.
9. Participates in the development and improvement of Family Medicine Department operational systems and the assignment of responsibility to support staff including but not limited to daily huddles, scrubbing charts, patient agenda setting, and discharge follow-up.
10. Monitors the translation needs of providers and patients, identifies problem areas, and make changes, as necessary.

Administrative Duties (10%):

1. Meets regularly with the Family Medicine Assistant Manager, Operations Team, and other members of Leadership as directed.
2. Helps establish/implement goals, objectives, policies, procedures and systems for assigned administrative areas. 
3. Participates in the planning, development and implementation of system improvements.
4. Performs other duties and projects as requested by the Family Medicine Assistant Manager
5. Drafts, updates, and monitors appropriate procedures to implement clinic policies pertaining to Family Medicine Department patient flow.
6. Performs other duties as assigned and requested.

General Agency Duties (10%):

1. Fosters an environment that promotes trust and cooperation among patients and staff; maintains strictest confidentiality concerning all patient and employee information.
2. Promotes and exemplifies in action, the mission, goals, policies, procedures and principles of RFHN to supervisees and other clinic staff.
3. Participates in outreach activities, agency advocacy, and serves on ad hoc committees, as requested.
4. Attends RFHN staff retreats and Board of Directors meetings, as requested by the Chief Operations Officer.

Qualifications

QUALIFICATIONS

• Bachelor's degree in health or business administration with one (1) year minimum experience in outpatient clinics, community health centers or physician office – OR –  
• Two (2) years minimum previous supervisory and management experience in outpatient clinics, community health centers/physician office or transferable on the job training.
• RN, LVN, or Medical Assistant, or other clinical background required.
• Ability to communicate effectively both verbally and in writing in a professional manner; Spanish language competency highly preferred to facilitate communication with patients and employees.
• Computer literacy required; familiarity with the use of Microsoft Windows. 
• Experience with the implementation and utilization of electronic practice management systems. Knowledge of the principles of practice management systems required. 
• 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 clinic services.
• 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.
• Up to date with COVID-19 vaccines per current CDC guidelines strongly recommended.

The salary range for this position is $66,560 to $83,200 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.

Salary : $66,560 - $83,200