Practice Operations Supervisor II

Position Summary

The Practice Operations Supervisor II supervises and coordinates overall operational and administrative functions of assigned FPO ambulatory clinical practice(s) to ensure maximum efficiency and high-quality patient experiences. The Supervisor leads the practice in a manner that delivers an exceptional patient experience that contributes to positive health outcomes for patients and a work culture of kindness, inclusion, integrity, accountability, and excellence.

Responsibilities

Practice Operations

• Works collaboratively with physicians, administrative and clinical managers, and staff to ensure the achievement of practice-wide operational and financial goals/metrics. Supervises and coordinates all processes and activities in the area/functions assigned, ensuring organizational guidelines and policies are followed.
• Develops and maintains a good, productive, and collaborative relationship with departments, clinical management, and representatives.
• Monitor policies and procedures related to patient scheduling and operational issues in the office, practice, and exam area in collaboration with the medical and administrative staff of the practice.
• Oversee ordering and stocking of all clinical and office supplies within assigned location(s). Monitor supply use and maintain and adjust par levels as needed and in alignment with budget expectations.
• Ensure optimal use of the practice space throughout all hours of operation by optimizing staffing ratios and patient density, and collaborating with clinical departments to ensure appropriate provider space assignments.
• Monitor the clinic manager dashboard, including, but not limited to: Front Desk, Scheduling, Referrals, In Basket management, etc.
• Monitor all work queues for completion as they apply to practice operations.
• Collaborates with facilities leadership to ensure the site’s cleanliness and safety according to practice standards. Escalates any issues as needed and ensures follow-through.
• Creates the daily, weekly, and/or monthly assignment list to ensure adequate coverage in the practice.
• Conducts scheduled meetings/huddles with staff to ensure consistent transfer of information, smooth patient flow, and team-driven coordination of care and services.
• Monitor patient satisfaction, respond to issues and complaints in a timely manner, and escalate issues as appropriate.

Strategy

• Monitors key performance indicators and supports performance improvement initiatives, as needed.
• Supports and mentors staff consistent with the department’s strategic plan, in order to maintain an efficient patient-centered environment, ensuring an exceptional patient experience.
• Participate in projects and performance improvement activities.
• Participates in patient satisfaction initiatives, displaying a positive attitude in interactions with staff, patients, and family members.
• Participates as a member of the healthcare team and various interdisciplinary committees to improve patient care and meet patient needs.

People

• Leads recruiting and human resource management activities for assigned location(s). Ensures staff productivity benchmarks and quality measures are achieved.
• Assesses the performance and competencies of the team, conducting performance reviews in alignment with Human Resources and departmental procedures. Provides ongoing guidance and support to employees regarding work activities, procedures, competency development, and performance-related matters.
• Proactively addresses performance issues and collaborates with team leads to identify and address any concerns. Escalates any performance-related issues as appropriate.
• Promotes staff professionalism and performance with coaching, training, and feedback. Mentors others in individual and team accountability, modeling behavior, and demonstrating best practices/techniques.

Other

• Ensures compliance with all regulatory agencies, departmental, Service Corp, and organization policies and procedures for all staff.
• Keeps current on all organizational, regulatory compliance, and patient privacy trainings policies (e.g,. infection control, public safety, EH&S, HIPAA, OSHA, etc.) and ensures that all staff have successfully completed all required trainings.
• Performs other duties and responsibilities as assigned within training, scope of expertise, and education.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

Minimum Qualifications

• Bachelor's Degree or equivalent in education and experience
• A minimum of 3 years of related experience.
• An equivalent combination of education and experience
• Excellent organizational skills, time management, and the ability to set priorities among multiple competing objectives, tasks, and initiatives are required.
• Demonstrated proficiency and/or understanding of project management, including executing technical and operational project activities with cross-functional teams.
• Candidate must be well organized and be able to manage a demanding workload and moderately complex cases in an accurate and timely.
• Demonstrated proficiency in problem assessment, resolution, and collaborative problem solving in complex and interdisciplinary settings.
• Ability to communicate effectively in both oral and written form. This position requires the ability to interact positively, constructively, and effectively with professional staff, providers, and organizational stakeholders.
• Must be able to deliver presentations to various audiences.
• Ability to lead and mentor a team through new and changing situations. Demonstrate a professional and compassionate manner while conveying a positive image of the practice.
• Ability to work independently and follow-through and handle multiple tasks simultaneously.
• Ability to work collaboratively with a culturally diverse staff and patient/family population, demonstrating tact and sensitivity in stressful situations.
• Working proficiency of Microsoft Office (Word & Excel) or similar software is required, and an ability and willingness to learn new systems and programs.
• Must be a motivated individual with a positive mindset and exceptional work ethic.
• Must successfully complete systems training requirements.

Preferred Qualifications

• Physician practice experience preferred.
• Demonstrated proficiency and/or understanding of qualitative and quantitative data analysis.

Competencies

Patient Facing Competencies

Minimum Proficiency Level

Accountability & Self-Management

Level 3 - Intermediate

Adaptability to Change & Learning Agility

Level 2 - Basic

Communication

Level 2 - Basic

Customer Service & Patient Centered

Level 3 - Intermediate

Emotional Intelligence

Level 2 - Basic

Problem Solving & Decision Making

Level 3 - Intermediate

Productivity & Time Management

Level 3 - Intermediate

Teamwork & Collaboration

Level 2 - Basic

Quality, Patient & Workplace Safety

Level 3 - Intermediate

Leadership Competencies

Minimum Proficiency Level

Business Acumen & Vision Driver

Level 1 - Introductory

Performance Management

Level 2 - Basic