Supervisor, Digital Clinic Operations

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Mentor and guide all team members to embody the organization’s mission, vision, and core values through training, demonstration, team huddles, and measurable outcomes.

• Facilitate Value-Based Care programs and initiatives.

• Showcase results through predefined metrics and patient satisfaction assessments.

• Lead the team in effectively managing patient flow within the clinic.

• Assist with patient check-in and check-out processes, as well as inputting medical histories into the EMR system as necessary.

• Oversee all clinic personnel and act as the main liaison for Digital Clinic support staff.

• Manage clinic operations and oversee assigned audits.

• Ensure that new employees receive training and adhere to Standard Operating Procedures and workflows.

• Lead ongoing assessments of staff competencies and support their training and education.

• Conduct employee evaluations and implement corrective actions when required.

• Organize regularly scheduled staff meetings and daily/weekly/monthly team huddles.

• Engage with patients and customers daily to address issues and concerns.

• Collaborate with providers and team members to deliver exceptional customer service.

• Allocate staffing and create schedules.

• Develop and maintain an employee engagement program.

• Hold regularly scheduled one-on-one meetings with Digital Clinic support staff for feedback and coaching.

• Manage provider templates by blocking/unblocking and oversee patient rescheduling assignments.

• Monitor time and attendance records.

• Coordinate the collection of patient copayments and overdue accounts when necessary.

• Ensure the verification of demographic and insurance details.

• Complete onboarding and training for Digital Clinic support staff.

• Ensure compliance, confidentiality, documentation accuracy, regulatory audit readiness, and adherence to SOPs.

• Develop, review, and maintain SOPs and workflows in collaboration with VBC Digital Clinic leadership.

• Coordinate and assign daily tasks to ensure efficient operations in the Digital Clinic.

• Analyze operational and scheduling data to enhance schedules, productivity, and resource utilization.

• Monitor staffing capacity, workload, and patient volume to identify coverage requirements.

• Assess productivity and schedule usage to enhance efficiency and team capacity.

• Adjust staffing and schedules based on patient demand, workload, and operational necessities.

• Participate in interviews and the selection of candidates.

• Achieve goals related to productivity, patient access, quality, employee engagement, and patient satisfaction.

• Analyze operational dashboards and KPIs to uncover trends, staffing needs, workflow opportunities, and performance improvement initiatives.

• Monitor clinic productivity, patient access metrics, no-show rates, and service-level performance.

⛳️ Requirements

• High school diploma/GED or an equivalent level of knowledge is preferred.

• An associate's degree in Healthcare Administration, Business Administration, or a related field is preferred.

• A combination of relevant education and experience may be considered.

• A minimum of three years of experience in a medical practice or clinic is required.

• Previous supervisory experience in a medical clinic environment is preferred.

• Experience in an Orthopedic/MSK clinic is preferred.

• Experience in a virtual/remote clinic setting is preferred.

• Experience in virtual care, telehealth, or remote workforce management is preferred.

• Strong preference for experience in Value-Based Care.

• Outstanding interpersonal and communication skills are essential.

• Ability to develop creative and innovative solutions to challenges.

• Proficiency with EMR systems is required.

• Familiarity with telehealth platforms is necessary.

• Proficiency in Microsoft Teams, Outlook, Excel, and reporting tools is required.

• Experience with workforce management and scheduling systems is necessary.

• Knowledge of front office procedures and patient flow is crucial.

• Understanding of clinic payment policies and procedures is required.

• Knowledgeable in medical terminology.

• Familiarity with medical insurance plans is essential.

• Effective management skills for clinic staff are required.

• Skills in training and mentoring front office staff are essential.

• Ability to delegate work responsibilities to staff effectively.

• Proven ability to create and maintain a professional and welcoming atmosphere.

• Capability to resolve customer service issues and identify areas for improvement.

• Strong ability to establish and maintain positive relationships with patients, families, providers, and staff.

• Ability to analyze workload requirements and appropriately schedule front office staff.

• Must recognize and commit to HOPCo's Mission, Vision, and Values.

🏝️ Benefits

• Full-time remote work arrangement.