Join Martin's Point Health Care - an innovative, not-for-profit health care organization offering care and coverage to the people of Maine and beyond.  As a joined force of "people caring for people," Martin's Point employees are on a mission to transform our health care system while creating a healthier community.  Martin's Point employees enjoy an organizational culture of trust and respect, where our values - taking care of ourselves and others, continuous learning, helping each other, and having fun - are brought to life every day.  Join us and find out for yourself why Martin's Point has been certified as a "Great Place to Work" since 2015.
 

Position Summary
 

The Supervisor, Practice Operations works collaboratively with all members of the care team providing world class service to both the patients and staff of Martin’s Point. The Supervisor oversees multiple care team operations as well as Front Office Staff as necessary to ensure exemplary clinical care and customer service is provided to our patients and provider staff, along with supporting achievement of key outcomes through optimal effectiveness and efficiency.
This position receives operational guidance from the Manager of Practice Operations and clinical based leadership from the site Clinical Manager (or Director of Practice Operations). In partnership with the Director of Practice Operations, Manager of Practice Operations and Clinical Manager, this position is responsible for implementation, monitoring and integration of management systems and programs at the team level. The role is responsible for managing, developing and the performance of team based clinical support (CS) and Patient Service Representative (PSR) staff.

Job Description

Key Outcomes:

• Responsible for all assigned team-based roles such as Registered Nurses, Licensed Practical Nurses, Medical Assistants, and Patient Service Representatives.
• Assists with the review and management of daily schedules of team clinical support and patient service representatives to ensure staffing levels meet provider and patient needs.  Working collaboratively to assess staffing needs across the site and directing reallocation as needed to address immediate, short-term staffing problems.
• Collaborates with Director of Practice Operations, Practice Medical Director, Manager of Practice Operations and Clinical Manager on: establishment of annual site goals, metrics, and performance management systems; development of site management teams; establishment and monitoring of customer service goals and performance; measurement and improvement of provider patient and staff satisfaction; and daily problem solving.   
• In partnership with the Manager of Practice Operations (and Clinical Manager) defines and communicates performance team expectations and measurements and regularly monitors team performance, which includes feedback from providers for all clinical and administrative support roles. In partnership, monitors the delivery of high-quality patient care by supporting the implementation of quality initiatives and ensuring compliance with HIPAA, NCQA and Corporate Compliance programs.

• In collaboration with the Manager of Practice Operations and Clinical Manager: hires new staff, addresses employee relations issues consistent with MPHC policy, ensures that all site staff members receive appropriate orientation, training, and development.  Ensures that company policies and procedures, state and federal laws and union guidelines are followed within the practice. 
• Creates an environment of employee ownership in their practice by providing timely communication of practice organization information, engaging employees in problem solving and process improvement, and providing leadership support and resources.

• Continuously strives to create a “patient-centered” care environment that will result in high patient satisfaction scores.
• Coordinates and/or conducts team-based orientation and competency training and coaching to ensure staff possess the necessary skills to perform the critical functions of the Clinical Support & Patient Service Representative roles.  This includes the monitoring and auditing of ongoing work.
• Supports, monitors, and audits Standard Work implementation to ensure integration and sustainment into the teams’ workflows.
• Assists with managing clinical equipment and medical supplies inventory to ensure site needs and established budget goals are met.
• Supports (and may lead) process improvement activities to enhance effectiveness and efficiency of workflows, processes, protocols, and procedures.
• Leads team meetings and daily huddles including discussions on daily metrics, protocols, and communications to improve patient quality outcomes.
• If appropriately licensed may provide direct patient care as necessary to ensure we are meeting the highest level of clinical care and support of our patients and provider staff.
• Supports service efforts by modeling excellence in customer service, patient relations, and conflict resolution.
• Attends site and organizational meetings as appropriate.
• Performs work within scope of practice according to licensure and/or practice under the supervision of a provider. 
• Conducts regular 1:1s with team members.
• Provides feedback to Practice Leadership related to staff performance assessments, professional development, and performance coaching.
• Other tasks and projects as assigned.

Education/Experience

• 3 years related experience in a physician office/practice, medical setting or outpatient clinic required.
• Past leadership experience preferred.

Required License(s) and/or Certification(s):

Clinical Skills, Knowledge and Abilities - Demonstrated ability to:

• Demonstrates an understanding of and alignment with mission and values of Martin’s Point.
• Ability to communicate effectively, both in writing and orally, with a wide range of customers.
• Ability to effectively achieve results through the collaboration and management of staff.
• Ability to establish accountability and collaboration among staff members.
• Effective mentoring and coaching skills.
• Ability to maintain patient and staff confidentiality.
• Ability to plan, organize, prioritize, and direct the work of others.
• Ability to schedule and prioritize resources to meet daily business needs.
• Demonstrated ability to use process improvement techniques to achieve operational results at the team level.
• Effectiveness in collaborating with physicians and clinical leadership.
• Demonstrates initiative in identifying problems, researching, recommending, and implementing solutions.
• Understanding of HIPAA, NCQA and other regulatory requirements to ensure practice compliance.
• Ability to use multiple computer systems to manage schedules, processes, and communications.
• Ability to work independently and make decisions.
• Ability to instruct team of changes related to role and workflows, and support implementation.
• Accomplished and effective trainer and teacher.
• Exhibit a positive, can-do attitude. Speaks in possibilities and uses positive language.
• Ability to handle difficult conversations with patients and internal customers.
• Ability to serve as a knowledgeable resource; seeking new information to support patients.
• Think outside of the box to develop solutions and approaches to meet patient needs.
• Must be able to work flexible hours, when necessary, which may include weekends, evenings, and holidays.

There are additional competencies linked to individual contributor, provider, and leadership roles. Please consult with your leader to discuss additional competencies that are relevant to your position.

We are an equal opportunity/affirmative action employer.

Do you have a question about careers at Martin’s Point Health Care? Contact us at: [email protected]