Team Supervisor (MA)

Working title: Team Supervisor (MA)

Classification title: Program Coordinator 2     

Division: Community Health Center

Program: Main Campus- Billings

FLSA status: Non-Exempt:  Full-time

Schedule: Monday-Friday; 8am-5pm

Wage Range: $24.28 to $32.19 hourly; depending on number of years of transferrable experience and internal equity

Organizational Overview

Serving the Yellowstone County community and south-central Montana for nearly 50 years, RiverStone Health is an essential provider of personal and public health services. Health, Education, Leadership and Protection – HELP is what we do.  From medical, dental and behavioral healthcare; home care and hospice; public health services like immunizations, WIC, health promotion and restaurant inspections; and educating the next generation of health professionals, our expertise spans all ages and stages of life.  Underlying principles of access, affordability, compassion and quality in all interactions, RiverStone Health improves life, health and safety for all of the communities we serve.

 Job Summary:

The Team Supervisor plays a critical leadership role within the clinical team by directly overseeing the daily operations of an assigned primary care team. This position is responsible for managing the patient flow thru the pod, ensuring high quality/safe patient care, efficient and optimal staff performance, and high levels of patient satisfaction. The Team Supervisor serves as a first line supervisor for care team staff, providing guidance, training, performance feedback, and support to maintain a collaborative and patient focused environment.

Essential Functions/Major Duties and Responsibilities:

A.   Pod Coordinator                                                                                               55%

• Oversee day to day operations of the care team, maintaining an efficient and successful flow
• Provides direct backup to medical assistants
• Troubleshoot issues that impact efficiency, patient satisfaction, or staff workflow
• Act as a liaison between providers, supervised care team staff, and other care team staff to facilitate communication and cross clinic collaboration and coordination
• Encourage open communication and conflict resolution
• Serve as a point person in onbarding and training processes with new staff and students
• Ensure program compliance guidelines, contract/grant requirements and/or accreditation standards are met.
• Ensure program, and agency policies and procedures are being followed.
• Oversee and ensure accurate and timely documentation, data input and utilization of medical records systems
• Keep immediate supervisor and designated others accurately informed concerning work progress, including present and potential work problems and suggestions for new or improved ways of addressing such problems
• Ensure clinical quality standards are being met, while maintaining active quality improvement processes, and a focus on clinical quality and patient satisfaction
• Ensure a culture of safety
• Works with team as a working supervisor in the pod to ensure above goals

B.   Pod Supervisor                                                                                                 45%

• Recruit, hire, orient, evaluate, counsel, coach and retain program staff

• Conduct regular check-ins, performance evaluations, and coaching sessions

• Coordinate care team members schedules, breaks, and coverage to ensure appropriate staffing levels

• Directly supervise medical assistants

• Foster a positive, respectful, and team-oriented culture within the care team

• Work closely with other RiverStone Health staff and participate in team meetings to develop plans and ideas for program expansion, delivery and quality improvement initiatives

Non-Essential Functions/Other duties as assigned                                                    ≥5%

• Perform other duties as assigned in support of the RiverStone’s mission and goals.

Education and Experience:

Minimum Qualifications

• High School diploma or equivalent

• Minimum 3 years clinical experience in an outpatient care setting, preferably with a focus on primary care

• Leadership experience

• Any combination of experience and training which provide the equivalent scope of knowledge, skills, and abilities necessary to perform the work.

Preferred Qualifications:

• Experience working with underserved population

• Experience working in a customer service environment

Certificates, Licenses, Registrations:

• MA Certification

• BLS and CPR Certification

Knowledge, Skills, and Abilities: 

• Computer literacy, including Excel, Outlook, Word and systems to maintain electronic medical records

• Knowledge and understanding of protected sensitive patient health information (HIPAA) and confidentiality.

Customer Service Excellence: 

• Doing things right the first time

• Making people feel welcome

• Showing respect for each customer

• Anticipating customer needs and concerns

• Keeping customers informed

• Helping and going the extra mile

• Responding quickly

• Protecting privacy and confidentiality

• Demonstrating proper telephone etiquette

• Taking responsibility for handling complaints

• Being professional

• Taking ownership of your attitude toward Service Excellence.

Supervision:

• 1-7 FTE

Physical Demands and Working Conditions: 

• Work is mainly performed in a clinic setting.

• Standing, bending, sitting, lifting required.

• Create and maintain a safe/secure working environment by adhering to safety, security, and health requirements. Integrates injury, illness, and loss prevention into job activities by attending any necessary training and implementing best practices.

Freedom to Act & Decision Making: 

• Work is structured by public health regulations and established medical practices.

• Decisions directly affect the quality of services provided to the public.

• Supervised by Program Manager.

• Has someone readily available to ask questions if needed.

Communications & Networking: 

• Work directly with other team members to provide quality customer service for patients and customers.

• Facilitates effective communication with referral sources, physicians and healthcare staff

Budget & Resource Management: 

• NA