Supervisor, Clinical Office - Program in Physical Therapy

About this role

Location ST. LOUIS, MO 63110

 Scheduled Hours 40

Position Summary Oversees daily clinical duties and implements standards and guidelines to drive high reliability, maximize existing resources, optimize and standardize workflows to increase clinical patient volume and production and drive maximum growth of clinic operations. Responsible for resolving personnel issues, recruitment, performing job counseling and annual staff reviews, analysis and determination of necessary staffing levels to meet needs of the clinical operation. Ensures that clinic front desk, scheduling and patient care associate staff members are trained in all applications in order to fulfill job roles. Develops, documents and implements processes to support patient access and mitigation of late cancellations to ensure patient satisfaction and maximum schedule utilization. Works directly with clinical providers to rectify schedule modifications while serving as a liaise to communicate between teams.

Job Description

Primary Duties & Responsibilities:

• Monitors and directs patient flow throughout day and makes “just-in-time” staffing adjustments to best meet the needs of patients and the organization. • Oversees development of standard processes and standard work, daily staff functions of co-payments, supply tickets, scheduling, processing of medical records requests, daily patient visit preparation, patient and provider cancellation communications and lists, and check-in/check-out.   • Reviews schedule utilization, provider waitlists and referral work queues to optimize patient scheduling. • Serves as a patient advocate and handles patients’ complaints/concerns with immediate response and action. • Escalates issues to Clinical Practice Manager, WashU Physical Therapy leadership, Risk Management, and other key stakeholders, related to potential risk management issues involved in patient care.  Responsible for compliance with all current patient rights and informed consent issues in outpatient area. • Ensures all HIPAA guidelines are followed and implemented in clinic. • Plans and participates in the recruitment, selection, and retention of quality staff. Interviews and hires applicants. Develops new staff orientation training materials and schedules. Educates/trains new and existing staff to assure competence in all support functions.  • Promotes teamwork and a spirit of cooperation amongst the staff in support of each other and all stakeholders including patients, providers, visitors, and staff.  • Facilitates team huddles and conducts regularly scheduled staff meetings. Escalates issues for awareness or needed support, informs clinical practice team of updates related to front desk, scheduling, and overall clinic operations.  • Supervises the performance provided by the staff and actively coaches and counsels staff to exceed expectations. Conducts performance evaluations and oversees work schedules and time records to ensure compliance and mitigate overtime. Monitors staffing assignments and coordinates coverage for clinical staff positions. • Maintains competence in relevant job duties up to and including registration, reception, master scheduling, call center scheduling, referral retrieval, and all other job duties performed by supervised staff. • Ownership of clinical operational metrics (access, productivity, patient experience, referral management, no-shows, schedule utilization, etc.) and report outs on KPIs and clinical performance scorecards. Conducts root cause analysis to support continuous process improvement, identify tactics and support development and implementation of standard work. • Arranges work-study student schedules and training. Ensures availability of tasks to complete and concise plan of required duties. • Coordinates supply inventory to assure the availability of needed office and patient care supplies and the maintenance of appropriate inventory levels. Monitors equipment for all needed maintenance and repairs.  • Supports Clinical Operations Manager in forecasting supply usage, cost, quality, and other special projects as needed. Assist with annual supply and other expenditure budget process; responsible for regular monitoring of expenses to ensure the practice(s) remain within budget. • Back up for front desk and scheduling hub staff during high volume times or staff vacation and illness.  Attend applicable meetings as identified related to clinic operations, including other duties as assigned.

Working Conditions: Job Location/Working Conditions • Normal office environment. • Patient care setting.

Physical Effort • Typically sitting at desk or table. • Repetitive wrist, hand, or finger movement. • Occasional lifting (25 lbs. or less). • Occasional lifting (25 - 50 lbs.).

Equipment • Office equipment. • Simple hand tools. • Clinical/diagnostic equipment.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.

Required Qualifications

Education: High school diploma or equivalent high school certification or combination of education and/or experience. Certifications /Professional Licenses : The list below may include all acceptable certifications, professional licenses and issuers. More than one credential, certification or professional license may be required depending on the role.

Basic Life Support - American Heart Association, Basic Life Support - American Red Cross Work Experience: No specific work experience is required for this position. Skills: Supervisory Management Driver's License: A driver's license is not required for this position.

More About This Job Required Qualifications: • High school diploma or equivalent high school certification, related work experience in medical insurance setting with sup

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