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 of the required qualifications for this role but are interested and passionate about this potential position, we encourage you to apply.

Starting Salary: $58,573/yr DOE
Schedule: Monday, Wednesday & Friday 8:00am-5:00pm. Tuesday & Thursday 10:00am-7:00pm

Job Summary: The Clinical Team Supervisor (CTS) provides operational leadership, direct supervision, expert guidance and performance oversight for two or more of VGMHC’s medical clinic teams in order to provide the highest level of medical care, health education and preventive services possible to patients. In its supervisory role, the position serves as a collaborator with other site leadership team members, particularly with the Clinical Programs Manager, in ensuring that quality assurance, quality improvement, and care team standard work goals are accomplished to expectations.

Core Competencies and Related Essential Duties and Responsibilities

1. Customer Care and Relationships

o Develop and maintain professional, service-oriented working relationships with patients, leadership team members, and care team employees.

o Coordinate daily team tiered huddles; escalate care team and patient safety issues; conduct close loop communications with PCCM at daily leadership team tiered huddle; conduct daily rounds with care team to ensure that all care team employee questions, concerns, and issues have been addressed.

o On a continuous basis, manage the care team patient flow and access through the medium of the VGMHC Advanced Access program, access governance plan, and care team driven access standard work. 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.

o Provide management 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 for these value streams are met daily

o Implement and sustain customer-focused environment through care team staff training and positive reinforcement, consistent recognition, and performance management

o Investigate patient and provider/staff and develop appropriate action plans regarding customer service, quality assurance, and compliance issues, collaborating with HR, the Quality Assurance Manager and Corporate Compliance Officer, when applicable.

2. Stable and Trusted Work Environment

o Direct operational supervision, coaching, development and performance management of the following members of the clinical care team – Nurses, MAs, PCCs, and TAs.

o Ensure appropriate and timely oversight and management of employee timecards occur and are accurate for all care team members, and other employee delegates, when applicable, per PCCM request.

o Maintain staffing targets for the team as set by site management and centralized scheduling protocols. Coordinate the hiring process for new staff and exercise final hiring authority for team support staff (MAs, PCCs and TAs).

o Orient new staff members into their roles, including the development of training plans, assisted by the VGMHC Organizational Development Department and the Quality Department.

o Perform annual performance reviews and support staff development.

o Adhere to performance management expectations as provided through the progressive discipline process.

o Hold 1:1 meetings with each team member at least monthly.

o Be present to team members, making full rounds with staff twice daily.

o Participate in weekly site management team meetings.

o Manage clinical and office supplies as delegated by PCCM.

o Provide Epic support to team members; function as an EPIC ‘Super-User.’

3. Communication and Teamwork

o Ensure adequate daily coverage of staff. Working closely with Centralized Scheduling, oversee the administration and scheduling of providers in unison with Site Medical Director and Front Desk Supervisor.

o Deploy support staff to ensure the needs of the team are met. Work in collaboration with other CTSs, as needed, to ensure staff coverage and exam room assignments across the entire clinic.

o In collaboration with site management, responsible for approval of care team employee time off requests.

o Assist team members with their work, serve in a backup capacity for PCC, MA, and TA roles, when applicable, within the scope of training and/or licensure.

o Effectively communicate VG’s mission and values to staff and clients.

o Develop agendas and facilitate weekly team meetings addressing team outcomes, including quality measures and access data, and address progress and improvement.

o Communicate performance expectations through relevant policies, procedures and workflows to staff.

o Manage and address interpersonal dynamics and differences effectively; collaborate as needed with site management to resolve team member performance issues.

4. Improvement and Innovation

o Lead and promote care team innovation efforts that address population health goals and the biopsychosocial needs of health center populations.

o In collaboration with site leadership team, promote and lead process improvement efforts through PDSA cycles, value stream mapping, and other lean methodologies.

o Post weekly and monthly data to team whiteboards – be the team’s data expert.

o Work with team members to pull data reports; help to prioritize quality and access measures for the team to focus on.

o Perform assigned project management responsibilities, as needed.

o Investigate operational problems and workload distribution issues with leadership team.

o Guide provider dyad huddles with metrics.

o Maintain the team visual management “whiteboard.”

1. Other duties and responsibilities 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 member must meet immunizations requirements as stated in VGMHC’s immunization policy.

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.