Clinical Team Supervisor

At Virginia Garcia Memorial Health Center, we welcome diversity; we encourage, uplift, and are honored to serve people who have been historically underrepresented and underserved. Our mission is to provide high-quality, culturally appropriate healthcare to low-income residents of Washington and Yamhill Counties, with a special emphasis on seasonal and migrant farm workers and others with barriers to receiving healthcare. We strive to provide an inclusive environment that welcomes and values the diversity of the people we employ and serve.

If you are unsure whether you meet all the required qualifications for this role but are interested and passionate about this potential position, we encourage you to apply.

Job Summary: The Clinical Team Supervisor (CTS) provides operational leadership, direct supervision, expert guidance, and performance oversight for VGMHC’s medical clinical care teams. In its supervisory role, the position collaborates with other site leadership team members in ensuring that quality assurance, quality improvement, and care team standard work goals are accomplished.

Essential Duties and Responsibilities:
Site Leadership
• Coordinate daily team tiered huddles; escalate care team and patient safety issues; conduct close loop communications with PCCM at leadership team tiered huddle; conduct daily rounds with care team to ensure that all care team employee questions, concerns, and issues have been addressed.
• Develop and maintain professional, service-oriented working relationships with patients, leadership team members, and care team employees.
• Maintain the team visual management “whiteboard.”
• Facilitate team, leadership, MA, RN, department, and all clinic meetings as appropriate.
• Participate in weekly site management team meetings.
• Investigate operational problems and workload distribution issues with leadership team.
• Investigate patient and provider/staff complaints and develop appropriate action plans regarding customer service, quality assurance, and compliance issues, collaborating with HR, the Quality Assurance Manager and the Corporate Compliance Officer, when applicable.
• Manage clinical and office supplies as delegated by PCCM.
• Deploy support staff to ensure the needs of the team are met. Collaborate with other CTSs to ensure staff coverage and exam room assignments across clinic.
• Effectively communicate VG’s mission and values to staff and clients.
Supervision
• Direct operational supervision, coaching, development and performance management of the following members of the clinical care team – Nurses, MAs, PCCs, TAs, Lab Coordinators, phlebotomists, and CAs.
• Coordinate the hiring process for new staff and exercise final hiring authority for team support staff (Nurses, MAs, PCCs, TAs, Lab Coordinators, phlebotomists, and CAs).
• Maintain staffing targets for the team and ensure adequate daily coverage of staff.
• Working with Centralized Scheduling and Site Medical Director (SMD), oversee the scheduling of providers and administration of scheduling templates.
• Be present to team members, making full rounds with staff twice daily.
• Hold 1:1 meeting with each team member at least monthly.
• Communicate performance expectations to staff.
• Perform annual performance reviews and support staff development.
• Manage and address interpersonal dynamics and differences effectively; collaborate as needed with site management to resolve team member performance issues.
• Adhere to performance management expectations as provided through the progressive discipline process.
• Implement and sustain a customer-focused environment through care team staff training and positive reinforcement, consistent recognition, and performance management.
• Ensure appropriate, accurate, and timely management of employee timecards and time off requests.

Training and Program Compliance
• Orient new staff members to their roles, including the development of training plans, assisted by the VGMHC Organizational Development Department, Quality Department, and EHR support.
• Identify Training Needs for MA staff and ensure Clinical Training team and resources to shore up gaps.
• Facilitate MA department meetings.
• Provide support and oversight for clinical staff for clinical compliance module completion and CLIA, sterilization, and VFC competency check-offs.
• Facilitate clinical activities that ensure compliance across all C-Qual domains. Primary support for leadership team as we conduct internal audits and prepare for annual C-Qual site visits.
• Create and implement processes to ensure compliance with back-office programs such as sterilization and autoclave maintenance, spore testing, and laboratory quality assurance compliance.
• Assure compliance with all pharmacy policies and regulations for back-office dispensed medications, including inventory, tracking, and medication reconciliation compliant with 340B.
• Identify training needs among clinical staff and coordinate with clinical training team to develop and deliver trainings or identify resources to meet these needs.
• Regular Vaccine Management including working with vaccine coordinators to receive, reconcile, inventory, and complete Billable reports. Assure compliance with temperature checks and documentation for the vaccine refrigerators and freezers.
• Provide Epic support to team members; function as an EPIC ‘Super-User.’

Metrics and process improvement
• Provide oversight of the team's outreach and panel management, pre-visit planning, call management and care coordination workflows and workload, to assure that team targets and thresholds are met daily.
• Develop agendas and facilitate weekly team meetings addressing team outcomes, including quality measures and access data, and address progress and improvement.
• Post weekly and monthly data to team whiteboards – be the team’s data expert.
• Consistently monitor access and productivity with Provider, Nurse, MA float visits, and all other ancillary provider visits, including group visits, when applicable. Report on provider productivity and care team KPMs weekly with site leadership team colleagues.
• Lead and promote care team innovation efforts that address population health goals and the biopsychosocial needs of health center populations.
• In collaboration with site leadership team, promote and lead process improvement efforts through PDSA cycles, value stream mapping, and other lean methodologies.
• Work with team members to pull data reports; help to prioritize quality and access measures for the team to focus on.
• Develop staff training, coaching and workflows to improve outcomes in organizational metrics with particular focus on quality metrics including childhood immunizations and diabetes control.
• Handle protected health information (PHI) in a manner consistent with the Health Insurance Portability and Accountability Act of 1996 (HIPAA).
• Perform other duties as assigned.

HIPAA Requirements:
The Clinical Team Supervisor has access to PHI in order to create and maintain an accurate and up to date medical record. Applying the minimum necessary standard of HIPAA, the designated record sets to which this employee will have access include: all sections of the medical record, patient demographic information in the practice management system, and incoming records, reports, results, consultations, etc. The CTS is required to read the content of these records only the extent needed to accomplish the assigned task (e.g. filing or disclosure).

Knowledge, Skills and Abilities:
• Ability to self-manage and effectively manage workload.
• Sensitivity to the needs and situations of a multi-cultural population from a variety of income levels.
• Ability to work independently and as part of a team.
• Ability to flourish in a team management system.
• Excellent computer skills, including working knowledge of Microsoft Word, Excel and Outlook. Knowledge of EPIC is required.
• Excellent leadership and staff development skills.
• Experience with project management helpful.
• Ability to work in a timely, accurate and detail-oriented manner.
• Effective organizational, time management and delegation skills.
• Ability to recognize problems, collect data, and establish facts.
• Able to use sound practical judgment to carry out written, oral, or diagram instructions.
• Ability to embrace change and innovation when appropriate.
• Knowledge of basic Lean principles.
• Able to read and interpret documents, communicate appropriately both verbally and in writing with impeccable spelling and grammar and speak publicly to groups of all sizes.
• Ability to effectively present information and respond to questions and requests from patients, coworkers and others as necessary.
• Ability to effectively communicate direction, instruction, and guidance to staff.
• Bilingual in Spanish/English preferred.

Education and Experience:
• High school diploma or general education degree required.
• MA accreditation, LPN certification, AA/BA degree in a related healthcare field or two years relevant healthcare experience preferred.
• Supervisory experience required.

Behavioral Competencies
Accountability
• Role model VG’s mission, vision, and shared values
Customer-Focus
• Listen to the voice of the customer and strive to delight them by exceeding their expectations
Teamwork
• If someone needs help, help them
Initiative
• Be innovative, apply fresh ideas, and continuously improve how you do your work
Confidentiality
• Maintain strict confidentiality and respect the privacy of others
Ethical
• Demonstrate integrity, honesty, and stewardship in all encounters at work
Respect
• Demonstrate consideration and appreciation for co-workers and patients
Communication
• Demonstrate the ability to convey thoughts and ideas as well as understand perspective of others

Physical Requirements:
• Sitting: up to 45%
• Standing: 25%
• Walking: 25%
• Lifting/Carrying: 5%
• Must be able to lift/carry up to 20 lbs. (reports, files, etc.)

Working Environment/Physical Hazards
• Potential exposure to blood borne pathogens and hazardous chemicals.
• Working environment – In a well-lighted and ventilated office/clinical setting.
• Physical effort – Mobility to visit all work sites. Visual acuity to observe health and safety concerns.

Office Equipment Used:
• Computer, cell phone
• Telephone, fax, copier, printer, scanner

Immunization:
Staff members must meet immunization requirements as stated in VGMHC’s immunization policy and state and federal guidelines.

Job description represent a general outline of the essential and major job duties, functions and qualifications required. They cannot be all-inclusive and comprehensive due to the dynamic nature of work performed to accomplish VGMHC’s Mission.

VGMHC is an Equal Opportunity Employer. No person is unlawfully excluded from consideration for employment because of race, color, religious creed, national origin, ancestry, sex, age, veteran status, marital status or physical challenges. The policy applies not only to recruitment and hiring practices, but also includes affirmative action in the area of placement, promotion, transfer, rate of pay and termination.