Description

Mission Statement:

Our mission is to provide high-quality, comprehensive medical and dental care, patient advocacy, and related services to people who need them most, regardless of their ability to pay. Caregivers demonstrate a high level of empathy, compassion and profound respect while providing excellence of care to our patients. They serve as advocates for all of those in our Northeast Ohio community, especially the most vulnerable.

Job Summary:

The Clinical Support Supervisor reports directly to the Director of Clinical Nursing, and successfully supervises the organizational and administrative operations of the clinical support staff including hiring, training, evaluating and the day-to-day management of the team. and provides daily supervision to Medial Records Coordinator (MRC), Patient Care Coordinators (PCC’s) and Patient Service Representatives (PSR’s) to improve productivity, quality, and efficiency of clinical operations. 

Task Responsibilities:

*Include but are not limited to:

• Provides information, guidance, and supervision to clinical support staff to ensure efficient day-to-day support to ensure quality patient care. Coordinates PSR and PCC clinical staffing support between multiple locations

• Provides training to new and existing MRC, PCC and PSR staff as well as providing day-to-day oversight and serving as an internal resource. 

• Effectively manage and collaborate with third party call center.

• Make sure PCC and PSR staff register, schedule and process patients through the system while ensuring optimal patient flow and care. Ensures accuracy of the registration process, monitoring reports and updating information accordingly and addressing staff timely.

• Audit PSR and PCC records for new enrollments, appointments, programs, services, referrals, and insurance to ensure appropriate caseload distribution, accuracy and good patient care.

• Make sure PCC’s accurately coordinate care with and for the medical team, by scheduling patient appointments, specialist appointments and coordinating diagnostic tests, conducting the appropriate follow up and working to engage patients that currently are not engaged, and contributing complete and accurate data in patient's records. 

• Report, analyze and resolve system, patient and operational issues that impact service quality. Strive to provide all patients with an outstanding experience. 

• Provide guidance to staff regarding best practices, telecommunication and patient care processes Communicates updates, information, and training as appropriate to MRC’s, PCC’S, and PSR’s.

• Review and audit new enrollments and prior authorizations and referrals.

• Monitors the daily attendance line and provides daily updates to the director and staff.

• Conducts performance evaluation and manages staff performance goals. Provides staff development, and corrective action. Review and approve employee time. 

• Monitors inventory supplies and completes ordering with the approval of DON-Clinical. 

• Preparation and review of operational reports and schedules to ensure accuracy and efficiency.

Requirements

Minimum Education and Experience: 

Required:

• BA Degree in Business, Healthcare or Non-Profit Management, or a related field. An equivalent combination of related education, training, and experience may be considered.
• Minimum 3 yrs. experience:
  • Supervising staff and overseeing administrative and clinical support in a FQHC, hospital, clinic or medical office.
  • Assessing workflows and delegating assignments
  • Providing guidance to patient service staff, medical records software experience a plus
  • Interviewing, hiring and disciplining staff
• Advanced level understanding of Microsoft Office, EPIC or other EMR, and Dental billing software with the ability to train others.
• Excellent interpersonal and written communication skills required.
• Working knowledge of clinic scheduling and billing systems.
• Strong communication, leadership and people management skills