Job Type:
RegularScheduled Hours:
40Job Summary:
Reports to the Operations Manager, the Urgent Care Team Lead is responsible for the supervision of a single location or multi-site business unit. This includes associate supervision, and the achievement of organizational goals and objectives. The Urgent Care Team Lead is a highly visible position that is responsible for creating positive associate engagement, effective provider collaboration, as well as successful patient experiences, both in person and via phone. The Urgent Care Team Lead is a first level non-exempt team lead position designed to meet business needs as well as create a career development opportunity in preparation for broader leadership roles.Job Description:
LICENSES AND CERTIFICATIONS:
Credentialed Medical Assistant or Compact State LPN License
Must have reliable transportation for local travel between work locations.
EDUCATION:
Minimum: H.S. Diploma/GED
Desired: Associate Degree or Bachelors degree
YEARS OF EXPERIENCE:
3+ Years of Clinical Experience or 1 Year of Experience as a SEP Clinical Coordinator or
2 Years as an SEP MA II or LPN.
DUTIES AND RESPONSIBILITIES:
1. Work with HR and management to interview candidates for openings.
2. Consult with manager to provide coaching and document performance concerns immediately, thoroughly, and accurately. Must partner with manager and/or HR to address and deliver formal corrective action
3. Ensure new employees are properly oriented and are aware of the performance expectations of their position.
4. Accurately maintain and adjust associate timecards via payroll system by the deadlines set by payroll.
5. Analyze staffing levels and schedule associates and providers to maximize efficiency and productivity. Maintain staffing levels based on established company metrics.
6. Ensure timely procurement of medical and administrative supplies to allow for prompt and high-quality patient care. Manage inventory while leveraging high-acuity testing solutions, procedure-relate supplies, and other medical supplies to ensure that optimal inventory levels are maintained and prevent unnecessary expenses to support financial performance.
7. Utilize de-escalation, customer service skills, and critical thinking to resolve patient related issues in real-time. Namely, facilitate problem solving for patients that present onsite at end-of-day, patient inquiries via phone, and for fast-track patient complaints in being the primary facilitator to coordinate with providers and staff.
8. Utilize de-escalation and problem-solving skills to resolve associate and provider related issues in real-time during hours of operation. Specifically, ensure that urgent care teams are operating within policy and are functioning with the aim of patient-centered care.
9. Provide structured feedback pertaining to associate performance to the operations manager to conduct annual performance evaluations and participate in evaluation process as appropriate.
10. Through effective management, maximize retention and minimize associate turnover. Recognize employees for outstanding performance and work to keep associates highly engaged
11. Maintain a motivational, positive, and supportive working environment for associates to include praise and recognition.
12. Communicate and administer policies and procedures as outlined. Consult with internal experts as appropriate to address policy and procedure issues.
13. Maintain adherence to safety requirements, such as OSHA, ACLS, BLS. This function includes training associates and assigning pertinent tasks to engage staff and ensure that requirements are met.
14. Collaborate with management and fellow supervisors to present questions/concerns/process change proposals in Urgent Care provider meeting forums.
15. Communicate goals and objectives, financial performance, and other defined performance objectives to physicians and/or associates.
16. Collaborate with management to conduct regularly scheduled monthly meetings with associates in collaboration with operations managers to review practice performance goals and objectives. Prepare agenda with minutes to be submitted to department leadership in a timely manner.
17. Other duties and responsibilities as assigned are completed on a timely, thorough, and accurate basis. This includes the potential to fill in for other roles during times of short staffing.
REQUIRED SKILLS AND KNOWLEDGE:
Ability to manage and prioritize multiple tasks, knowledge of Excel, EPIC, Word, Outlook and PowerPoint and the ability to learn other computer skills. Must have good organizational skills and work professionally with doctors, hospital administration and management, SEP employees and the public.
OTHER REQUIRED SKILLS AND KNOWLEDGE:
1. Knowledge of current practice management system.
2. Extensive knowledge of front-end operations (registration, charge entry, scheduling, etc.) and back-office workflow as related to area of supervision.
3. Knowledge of clinical operations.
4. Demonstrated ability to work successfully in a team-based decision-making culture.
5. Demonstrated ability to work independently resulting in effective outcomes and on-time performance.
6. Experience in planning and coordinating multi-disciplinary communications strategies, strategic initiatives, and events.
7. Must respond to and follow through with requests from patients and/or stakeholders promptly.
8. Must work carefully and precisely with attention to detail.
9. Must utilize resources wisely.
10. Performs duties willingly and with initiative. Shares necessary information so co-workers can do the same.
11. Cooperates with other departments and work groups.
FLSA Status:
ExemptRight Career. Right Here. If you have a passion for taking care of the community and are interested in Healthcare, you will take pride in the level of care we provide at St. Elizabeth. We take care of patients and each other.
