Major Responsibilities:

Clinical Care and Health Outcomes - Provides support in the delivery of quality clinical care. Works closely with healthcare team and Clinicians to assure triage, telephone assessments, home therapies and patient visits are consistent with established guidelines and followed by the healthcare team. Takes a lead role in assisting the clinical team to meet/exceed Population Health goals. Assists Clinicians and Teammates in managing patient registries.

• Ensures staff adherence to timely and accurate documentation of all patient care services by monitoring staff compliance within all AMG wide systems, and all regulatory standards to ensure standards are met and followed.
• Supports a safe environment for Patients and Teammates through effective monitoring of staff compliance to established standards of care, policies and procedures and HIPAA compliance. Ensures Teammates are up-to-date with all safety training and certifications.
• Acts as a role model and champion for Culture of Safety. Works with the Manager to resolve patient safety events in the reporting system. Promotes and educates staff on the reporting system to report all events and near miss events. Works with the manager to complete ACAs and RCAs when indicated. Demonstrates appropriate action and takes a lead role in emergency situations.
• Utilizes information to implement process changes and staff education.
• Leads site Population Health initiatives.
• Keeps abreast of current clinical standards via literature, educational events and internal and external resources and networking.

Patient Satisfaction and Operations - Collaborates with the Manager/Director and Clinician Leadership to maintain an environment that is patient centered as evidenced by the availability of open access; including but not limited to the following: same day appointments, future appointments made, referrals made within the group, adherence to test result reporting guidelines, positive patient comments, and meeting/exceeding Key Result Area (KRA) goals.

• Monitors data on a monthly basis, reviews with clinical staff, and physicians and jointly develops improvement plans in concert with the site leadership to meet/exceed established patient satisfaction targets.
• Holds self and others accountable to adherence to AMG Service Standards, Behaviors of Excellence, and AIDET.
• Participates and promotes activities to evaluate and improve processes that will contribute to patient satisfaction. Conducts frequent assessments of patient flow. Takes appropriate steps to reduce wait times and to keep patients informed of delays.
• Follows through and takes ownership of patient concerns, and practices Service Recovery where identified.
• Ensures adequate clinical staffing at all times by developing schedules, assignments and modifying as necessary.
• Evaluates service levels and operational procedures such as wait-times, message management and appointment availability. Engages staff in resolution of identified issues.
• Actively rounds on patients, associates and physicians and ensures that the team has the necessary resources and tools to be successful.
• Actively participates and/or leads team huddles.

Associate Engagement/Human Resources - Collaborates with the Practice Manager on human resource functions related to Teammates to ensure continued quality, development and retention reflecting the Advocate Experience of creating the best place for Teammates to work and achieve associate satisfaction results consistent with AMG goals and standards. In day-to-day activities, provides leadership to create an environment where the Teammates are motivated to do their best, are routinely recognized for good work and achieves goals for Teammate satisfaction.

• Conducts regular team meetings and daily huddles with Teammates.
• Conducts performance reviews.
• Demonstrates effective time management, problem-solving, collaboration and conflict resolution skills.
• Consistently ensures manager is fully informed of key events or issues that impact practice operations.
• Provides ongoing performance feedback to Teammates through coaching and mentoring. Orients and provides training to new Teammates. Documents orientation, training and required competencies to ensure that Teammates are proficient in job requirements.
• Seeks opportunities to further educate and develop the Teammates and enhance own leadership skills.
• Assures all Teammates maintain certification and all required continuing education units (CEUs).

Growth and Funding our Future - Supports initiatives that enhance practice growth as well as retention of existing patients under the direction of the Manager and in collaboration with Clinician Leadership.

• Participates in activities which foster practice growth.
• Maintains an effective process for inventory control and medication supply utilization.
• Proactively manages Teammate schedules to minimize use of overtime, temporary staff, and registry.
• Works in collaboration with Manager to achieve revenue and cost targets.
• Participates in activities to enhance professional growth

Clinician Engagement - Assists in the creation and maintenance of an operationally efficient and Clinician friendly work environment.

• Provides support to the onboarding of new Clinicians.
• Rounds with Clinicians daily to review team issues and to address and resolve operational/clinical concerns. Solicits feedback regarding Teammate performance.
• Engages Clinicians in improving processes and workflows.
• Reviews Clinician engagement results and collaborates with Manager/Director to execute improvement plans.

Miscellaneous - Fulfills additional job-related duties based on operational needs as directed by the manager and/or the director

Licensure:

• Nurse, Registered (RN)

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.