Clinical Supervisor - Central Intake

Job Description

Job Description

SUMMARY : The Supervisor is responsible for overseeing the daily operations of the Central Intake Clinical Care Representative team, including guidelines/protocols, processes, metrics adherence, call flows, and technical support. The Supervisor is responsible for leading and providing feedback to aid Clinical Care Representatives in meeting/exceeding performance expectations and the needs of our patients. 

ESSENTIAL FUNCTIONS

• Directly supervises clinical staff
• Coordinate training with the Clinical Educator and Department Coordinator for new staff members within department
• Works with the Quality Analyst and Clinical Educator to perform initial and regular competencies and quality reviews of clinical staff to assure clinical standards are met and maintained
• Evaluates staff performance and effectiveness and facilitates quarterly meetings with individual staff to discuss performance and goals or on an as-needed basis more frequently.
• Mentors and counsels staff to include progressive disciplinary actions
• Acts as first line resource for Clinical Care Representative staff and assists with escalated patient issues
• Monitor call center metrics based on call volumes, average speed to answer, abandonment rate and service levels.
• Utilizes analytical tools and data-centric thinking to evaluate and inform decisions regarding daily operations and Clinical Care Representative performance.
• Focus on ensuring patient satisfaction, compliance, and efficiency
• Perform duties of a Clinical Care Representative when required such as during peak volume timeframes
• Evaluates workloads, patient flow and efficiencies and collaborates with Practice Manager, Department Coordinator and Clinical Educator on improvements
• Acts as first line resource for IT issues
• Collaborate with Clinical Educator to coordinate a competency structure for staff to include program development, content, assessment, documentation, and maintenance of training records
• Collaborates with Clinical Educator and Department Coordinator to develop and implement new programs and processes to better serve our patients and team members
• Provides coverage for Practice Manager and Department Coordinator in his/her absence (blocks, reschedules, On-Call)
• Conducts Clinical Care Representative staff interviews and is involved in hiring decisions.

JOB REQUIREMENTS

• Bachelor’s degree desired, preferably in nursing or healthcare
• Successful completion of RN program; unencumbered Maine RN license
• Minimum 2 years supervisory experience in a clinical setting preferred
• Call Center experience preferred
• Proficiency in MS office applications; Word, Excel, Power Point, Outlook
• Excellent analytical skills, professional judgment and decision-making ability
• Proven Leadership skills
• Excellent communication skills both oral and written
• Ability to foster an enhanced team environment
• Ability to prioritize, organize, and plan work independently
• Committed to excellence in customer service and clinical care
• InterMed, P.A. requires COVID-19 vaccination.

InterMed is an equal opportunity workplace and prohibits discrimination or harassment of any kind. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, gender identity and/or expression, sexual orientation, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.