[Hiring] Supervisor, Digital Clinic Operations @Healthcare Outcomes Performance Co. (HOPCo)

Role Description

• Coach and lead all staff to instill the organization’s mission, vision, and core values through education, demonstration, huddles, and results.
• Support Value-Based Care programs and initiatives.
• Demonstrate outcomes as measured through established metrics and patient satisfaction surveys.
• Leads staff to efficiently direct patient flow throughout the clinic.
• Assist Digital Clinic support staff as needed with checking patients in and out of the clinic.
• Assists Digital Clinic support staff as needed with intake of medical history into EMR.
• Primarily responsible for the supervision of all clinic staff and is the primary contact person for all Digital Clinic support staff.
• Primarily responsible for clinic operations and audits as assigned.
• Ensure that new hire staff is adequately trained and consistently following the applicable Standard Operating Procedures and Workflows.
• Shall lead ongoing quality monitoring of competencies of staff and assist in training and education of all staff.
• Primarily responsible for completing employee evaluations and administering corrective actions.
• Primarily responsible for conducting regularly scheduled staff meetings.
• Interacts with patients and customers daily to resolve patient issues and concerns.
• Works in partnership with the providers and all staff to provide excellent customer service.
• Primarily responsible for assigning staffing and schedules.
• Primarily responsible for the creation and maintenance of an employee engagement program.
• Primarily responsible for holding daily/weekly/monthly staff huddles.
• Holds regularly scheduled 1:1’s with the Digital Clinic support staff to provide real-time feedback, reinforce positive behavior and correct any inappropriate behaviors.
• Primarily responsible for blocking/unblocking of provider templates and monitoring/assignment of needed patient rescheduling.
• Primarily responsible for oversight of time and attendance.
• Ensures, coordinates and leads through demonstration the responsibility for all clinic staff to collect patient copayments and past due accounts (if applicable).
• Ensures and coordinates that all Digital Clinic support staff verifies demographic and insurance information via real-time eligibility or utilizing payor websites.
• Completes onboarding and training for Digital Clinic support staff.
• Owns and ensures staff meet compliance, confidentiality, documentation, regulatory audit readiness, and maintain SOP adherence.
• Collaborates with VBC Digital Clinic leadership to develop, review, and maintain standard operating procedures (SOPs) and workflows.
• Coordinates and assigns daily tasks to support efficient Digital Clinic operations.
• Reviews operational and scheduling data to optimize staff schedules, productivity, and resource utilization across the Digital Clinic.
• Monitors staffing capacity, workload, and patient volume to identify coverage needs and ensure appropriate staffing levels.
• Evaluates staff productivity and schedule utilization to identify opportunities to improve efficiency and maximize team capacity.
• Partners with VBC Digital Clinic leadership to adjust staffing and schedules based on patient demand, workload, and operational needs.
• Participates in interviews and candidate selection for Digital Clinic support staff in collaboration with VBC Digital Clinic leadership.
• Responsible for achieving established productivity, patient access, quality, employee engagement, and patient satisfaction goals.
• Analyze operational dashboards and KPIs to identify trends, staffing needs, workflow opportunities, and performance improvement initiatives.
• Monitor clinic productivity, patient access metrics, no-show rates, and service-level performance.

Qualifications

• High school diploma/GED or equivalent working knowledge preferred.
• Associate's degree in Healthcare Administration, Business Administration, or related field preferred. Equivalent combination of education and experience may be considered.

Requirements

• Must have excellent interpersonal and communication skills.
• Demonstrates an ability to generate creative and innovative approaches to solve problems.
• Proficiency with EMR systems.
• Experience with telehealth platforms.
• Microsoft Teams, Outlook, Excel, and reporting tools.
• Workforce management and scheduling systems.

Knowledge

• Knowledge of front office procedures and patient flow.
• Knowledge of clinic payment policies and procedures.
• Knowledge of medical terminology.
• Knowledge of medical insurance plans.

Skills

• Skill in effective management of clinic staff.
• Skill in training/mentoring front office staff.
• Skill in delegating work duties to staff.
• Skill in creating/maintaining a professional and pleasant atmosphere.

Abilities

• Ability to resolve customer service issues and identify areas of improvement.
• Ability to use interpersonal skills to establish/maintain positive relationships with patients, families, providers, and staff.
• Ability to analyze workload requirements and schedule front office staff appropriately.

Environmental Working Conditions

• Normal remote clinic environment.

Physical/Mental Demands

• Requires sitting and standing associated with a normal office environment.
• Some bending and stretching are required.
• Manual dexterity using a calculator and computer keyboard.

Organizational Requirements

• HOPCo's Mission, Vision, and Values must be acknowledged and adhered to.
• This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities, and working conditions may change as needs evolve.