Health Center Team Lead - ACCESS Des Plaines Valley - Bilingual (English & Spanish) Required
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JOB DESCRIPTION
JOB TITLE: Health Center Team Lead FLSA STATUS: EXEMPT X NON-EXEMPT DEPARTMENT: Clinical Operations
TITLE OF IMMEDIATE SUPERVISOR: Health Center Manager GRADE: (HR provided) DATE: 5/2021
Position Summary
Team Leader is responsible and accountable for assessing, planning, organizing, and supervising health center activities under the direction of the Health Center Manager. The team leader is a superuser in their area (MA or Receptionist) and practices in accordance to established ACCESS policies and procedures. They work to ensure that each patient has a positive experience.
Core Job Responsibilities

• Train/precept new and existing staff according to standards and processes
• Serve as the health center super-user for Epic and other tools/systems (including but not limited to Remedyforce, Safety Zone, ICare, Coupa, etc.)
• Supervise staff (in absence/at direction of manager) providing leadership and direction to all health center employees, motivate staff and ensure focus on the mission
• Provide clear and constructive performance feedback to staff, share performance feedback with health center manager
• Partner with providers and staff to solve problems, patient issues/complaints, etc.; provide conflict resolution support for team members (service recovery)
• Support manager with introduction and monitoring of new processes and procedures for the department when necessary.
• Assist with operational workflows - clinic scheduling, patient wait times, and other areas of concern to increase efficiency and quality services.
• Maintain health center inventory; replenish supplies as necessary
• Develop/prepare monthly staff time schedules; completes daily work schedule of assignments including scheduling lunch and breaktimes as directed by manager
• Facilitates quality control activities
• Support manager with compliance with OSHA, IDPH, TJC and other regulatory agency standards
• Handle emergencies according to policy, as necessary
• Conduct daily health center huddles in absence of manager or as directed
• Ensure adherence to end of day processes (including) cash collection processes
• Perform all duties within their scope of practice (expert in their scope of practice).
• Serve as health center liaison for Vaccine For Children (VFC)
• Perform other duties as assigned

Requirements/Preferences

• High School diploma or equivalent required
• A minimum two (2) years’ experience in health care required
• A minimum one (1) year experience as MA or Front Desk Receptionist required

Health Center Team Lead job description continued

• A minimum of six (6) months’ experience as Epic super user required
• Basic proficiency in Microsoft Office products especially Outlook, Word, Excel required
• Bilingual (English/Spanish) required for some locations, preferred in others

Competencies/Behaviors

• Excellent communication; oral, written, presentation; ability to communicate at all levels and to translate complex principles/data into easy to understand concepts (if bilingual required, communication skills must be met for both languages)
• Collaborative: ability to work with individuals at all levels to implement new ideas and resolve problems
• Customer Orientation - establishes and maintains long-term customer/patient and colleague relationships, building trust and respect by consistently meeting and exceeding expectations.
• Flexibility/adaptability—exhibits flexibility on the job including the willingness and ability to readily respond to changing circumstances and expectations.
• Leadership - guides individuals and teams toward desired outcomes, is a role model for high performance standards
• Time/priority management; ability to work effectively and efficiently under tight deadlines and multiple interruptions
• Organization skills; strong attention to detail and accuracy
• Critical thinking and problem-solving skills
• Emotional Intelligence - exhibits confidence, empathy and respect when communicating with customers (patients), leadership and staff
• Cultural Competence – ability to work and manage in a multi-cultural environment

Working Conditions/Equipment

• Health Center/Clinical Environment
• Weekends and evenings as assigned/required
• Health Center demands may require traditional work hours to be exceeded
• Local travel between health centers occasionally required
• Some health centers may be located in areas with high crime
• Able to sit for up to two (2) hours at a time
• Able to stand for up to four (4) hours at a time
• Able to lift and carry up to 20 lbs
• Computer/Laptop
• Phone/Fax/Copier/Scanner