Urgent Care Delivery Supervisor

Care Delivery Supervisor

HealthPartners is hiring for a full-time Care Delivery Supervisor at our East Metro Urgent Care sites. The Care Delivery Supervisor provides leadership, direction, organization and administration of daily clinic operations in the patient care and ancillary services areas. This position works in collaboration with the Business Systems Supervisor. Service excellence is to be centered on patient care and patient relationships and is the responsibility of all employees. This position is one of three Care Delivery Supervisors who supports the East Metro Urgent Care Sites, which include Woodbury, Arden Hills, Como, St. Paul, and Apple Valley.

Accountabilities:

1. Responsible for the supervision of staff, including having the authority to hire, transfer, lay off, promote, discipline and discharge, train, reward and review performance of employees. Ensures compliance to organizational and departmental policies and procedures.
2. Acts as an effective, consistent role model of Service Excellence; exemplifying courtesy, compassion, and responsiveness to all customers.
3. Demonstrates that the patient is put first at every opportunity.
4. Talks "service" routinely in order to reinforce a service orientation mind-set.
5. Looks for instances of missed opportunities in which employees could have better met customer needs; constructively brings such to their attention and coaches on ways to improve.
6. Identifies training and staff development needs for employees as related to service skills.
7. Holds self and employees accountable for meeting high standards of service toward all customers.
8. Understands and accepts the philosophy that customer complaints and feedback are gifts to our organization.
9. Actively listens to patients/member/families who have concerns about their care of service, seeking to understand each situation through the eyes of the patient.
10. Documents such concerns and ensures that appropriate investigation and responses occur.
11. Identifies trends affecting patient satisfaction, and works with the local clinic or the larger HPMG and Clinics to resolve such trends.
12. Works with staff and other supervisors to identify opportunities to improve patient satisfaction.
13. Includes patient satisfaction discussion at staff meetings, reviewing patient feedback with staff and setting improvement priorities.
14. Cooperates and collaborates with the HPMG and Clinics leadership regarding the rollout of service excellence initiatives.
15. Works in collaboration with other clinic supervisors, providers, front-line staff and organizational departments to design, implement and evaluate care delivery initiatives.
16. Uses quality management tools and measurements to monitor standards, processes, and outcomes of care.
17. Works in collaboration with other clinic supervisors, providers, front-line staff and organizational departments to review and interpret quality management data feedback and then make appropriate changes to improve outcomes of care.
18. Facilitates meetings in the clinic to gather input and provide feedback to other clinic supervisors, providers and front-line staff regarding care initiatives and outcomes of care.
19. Actively participates in the creation, update and ongoing testing of business continuity and disaster recovery planning and preparation.
20. Plans, develops and monitors the budget for their area of responsibility.
21. Works collaboratively with the Manager, Chief of Professional Services and other supervisors to ensure optimal revenue capture.
22. Authorizes expenditures for their area of responsibility.
23. Acts as a responsible steward of resources including time, materials, supplies and property.
24. Medical supplies
25. Medical equipment
26. Sterilization processes
27. Ancillary staff services/staff
28. Local 113 expert (Working or leading in an Union environment)
29. Other jobs as assigned

Required Qualifications:

• Graduate of a Bachelor of Sciences or Arts degree program or health related field or six years of full time clinical nursing experience.
• Current RN licensure in Minnesota
• Current RN licensure in Wisconsin within two months of hire
• Two (2) years of staff supervisory experience
• Two (2) years of leadership/management experience with a health care team
• Demonstrated organizational skills
• Demonstrated problem solving skills
• Demonstrated effective project management skills
• Ability to manage resources and staff with budget requirements
• Strong written and oral communication skills
• Strong analytical skills
• Basic computer knowledge and ability
• Customer service experience with demonstrated strength in communication skills in dealing with patient/public contacts
• Ability to lead, mentor and motivate employees.
• Ability to understand, implement and monitor care improvement, patient service and access data and processes.

Urgent Care Addendum:

Provides supervision of the daily operation of multiple designated urgent care departments requiring registered nursing expertise, assuring goals and objectives are obtained through the planning, implementing and directing of programs, procedures, systems and support personnel. Utilizes a systematic approach to nursing practice incorporating assessment, planning, nursing diagnosis, implementation and evaluation in accordance with the Nurse Practice Act, recognized professional standards and HealthPartners policy. Remains current and familiar with a variety of multi-systems concepts, practices, and procedures, including general medical, specialty care and emergency nursing care and interventions.