Supervisor, Digital Clinic Operations (Remote)

ESSENTIAL FUNCTIONS 

• 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 educations 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. 

EDUCATION 

• 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. 

EXPERIENCE 

• Minimum of three years of working experience in a medical practice or clinic.    

• Previous supervisory experience in a medical clinic setting is preferred.   

• Orthopedic/MSK clinic experience preferred. 

• Virtual/remote clinic experience preferred. 

• Virtual care, telehealth, or remote workforce management experience preferred. 

• Value-Based Care experience strongly preferred. 

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.