Supervisor - Clinic Coordinators (Clinics and Surgery Center) 1.0 FTE

WhyUMPhysicians?

While supervising 20 to 25 team members for multiple clinics, the Clinic Coordinator Supervisor ensures that patients, their families and guests, have an unparalleled, excellent experience at the CSC. They will oversee a team of clinic appointment coordinators who serve as the face of the clinic(s) for patients and their families at time of check out. The supervisor will be responsible for overseeing the professional and efficient operation of the patient check-out process activities for a group of clinic(s) they support. They will actively promote the use, and embrace, technological enhancements to support the check-out and scheduling process. They will ensure the team works collaboratively with clinic management and staff to support the business needs of the clinics, which includes, but is not limited to, working wait/reschedule list, answering clinic phones, responding to In-basket messages, processing my chart scheduling messages, and working work queue reports.

This position promotes and maintains a patient friendly and welcoming atmosphere for patients and their families. It also ensures teams utilize strong customer service skills and promote the organizational philosophy of patient centered care to proactively meet the needs of all patients and their families during their clinic visits and/or other interactions.

Clinic Coordinators Supervisor Overview

Key responsibilities include but are not limited to:

1. Supervises Clinic Coordinator functions for assigned areas to maximize productivity in support of corporate goals, while applying policies consistently and fairly.

• Implements corporate policies. Attains established goals and minimizes the number and severity of complaints.
• Assists in developing budget and manages within budget parameters. Demonstrates effective stewardship of limited resources. Demonstrates ongoing fiscal responsiveness.
• Completes operational plans/projects in an acceptable manner by due dates. Directs/leads area so that department plans are accomplished with employee commitment.
• Completes all employee performance reviews in a timely, objective manner based on accomplishment of previously agreed upon performance standards. Employee feedback remains positive and/or employee engagement improves.
• Provides consistent performance feedback throughout the year and ratings, pay and merit increases are within guidelines and documented.
• Optimally staffs area based on production/revenue levels, with quality candidates.
• Communicates effectively with staff. Employees understand rationale behind management decisions. Holds regular staff/department meetings and is accessible to employees as needed.
• Ensures Department goals are met and minimizes voluntary turnover.
• Organizes area effectively with the proper staffing levels. Position descriptions and organizational duties/functions are updated and available to all employees.
• Manages change effectively while building positive relationships with staff and peers.

2. Oversees Guest Service/Assistance for assigned floor(s) of CSC and manages Patient Flow

• Supervises and directs Clinic Appointment Coordinators that greet and welcome all patients and families as part of the check out process for a consistent, unparalleled excellent experience.
• Manages the patient flow on the floor which includes patient wait times and partnering closely with clinical care team to manage patient expectations in collaboration with their staff/team.
• Oversees clinic coordinators to assure that the patient has an optimal clinical experience.
• Maintains awareness of multiple competing situations needing attention and prioritizes to assure patient/guest needs are met, while maintaining a pleasant, friendly demeanor.
• Personalizes interaction and service delivery to meet guest service standards
• Anticipates patient and guest needs, offers options for increased comfort, answers requests for directions, phone numbers, personal services, transportation, etc.
• If patient concerns are raised or care team is delayed, offers options to increase convenience or decrease irritation.
• Promotes the UMN Health philosophy of patient centered care to go the extra mile to meet the needs of our customers.

3. Supervises Appointment Management

• Supervises activity on clinic schedule changes that are not the result of provider master changes. Partners closely with Call Center team and management to track resources and appointments at any given time.
• Ensures team communicates uses appropriate technology interface to notify the care team when check in team has questions regarding arriving patients for appointments.
• Recognizes variations and takes action to prevent undesirable appointment management outcomes.
• Helps check in arriving patients before or after business hours as needed, and assures that guests are comfortable while waiting
• Ensures team accurately coordinates and schedules future appointments and/or procedures using the practice management system.
• Oversees patient assistance in clinic checkout processes.
• Oversees coordination of complex, multi-faceted visits with specialists, diagnosticians, and other ancillary services.

4. Environment/Facility Management

• Ensures a safe, clean, secure environment by monitoring common areas and proactively intervenes to avoid potential disruptions.
• Through active monitoring, proactively assures an ideal waiting experience. In the event of an unhappy patient or guest, facilitates service recovery real time to assure that no guest leaves without a resolution to a problem.
• Ensures all waiting areas are clean, orderly and inviting.
• Maintains adequate supply and availability of patient refreshments.
• Contacts Facilities/Environmental Services for spills, stain removal, waste needs.
• Participates in closing procedures at end of day according to protocols.
• Address facility and maintenance issues
• Manage phone system, utilities, communications, etc.
• Works closely with IS and IT support teams to keep systems running and operating at efficient levels

5. Communications and Resources

• Represents the Clinic at operations meetings such as Front Desk User Group, Dept. Leadership and collaboration meetings, and others as requested to help develop initiatives, guidelines and facilitate system wide objectives and plans.
• Ensures patients and guests have access to appropriate technology, tablets, and other communication devices.
• Assists them to use the devices if needed.
• Communicates effectively with all members of the care team and patient financial services staff, as well as hospital departments to coordinate or facilitate the patient receiving services across settings, including arranging the transportation for the patient to the hospital or research visit facility, as necessary.
• Coordinates emergency procedures and places calls for help
• Builds and maintains helpful resources about the facility, campus and surrounding area.

6. Performs quality improvement and quality assurance functions related to patient, provider and staff satisfaction.

• Uses quality improvement tools and techniques to assess workflow issues and make process improvements.
• Recognizes and addresses opportunities for improvement, using best practices information.
• Distribute Metrics scorecards and dashboards to team members

7. Demonstrates ability to provide care or service adjusting approaches to reflect needs of population served.

• Partners with patient/care-givers in meeting patient needs.
• Communicates in a respectful manner.
• Ensures a safe, secure environment.
• Individualizes service to meet patient needs.
• Modifies interventions based on population served.
• Provides patient instructions based on protocols.

8. Performs other duties including Performance Goals developed by manager and employee and reported in the employee's Performance Review as part of UMPhysicians' Performance Management tools

• Maintains core/universal competencies and completes any new required learnings.
• Demonstrates all critical competencies and new required learnings.

Minimum Qualifications:

• Knowledge of organization's purpose and goals.
• Associate degree in health care management, information systems or related field.
• Knowledge of electronic medical systems.
• Knowledge of quality improvement and quality assurance activities in a clinic.
• Knowledge of basic Human Resources issues, policies and procedures.
• Understanding of complex medical and surgical referrals and patient information coordination .
• Three years plus of supervisory experience.
• Three plus years of successful front office and patient flow experience in clinic/physician practice environment.
• Previous scheduling experience in a complex clinic setting required.
• Mastery of our electronic medical systems required within the first two months.
• Strong computer skills and practice management skills.
• Good communication and customer service skills.
• Able to adjust approaches to reflect developmental level of population served.
• Multi-tasking skills and ability to make sound decisions under pressure.
• Flexible with assignments and able to perform a wide variety of front desk functions.
• Good multi-tasking and critical thinking skills. Outstanding Interpersonal and communication skills.
• Demonstrated ability to work as a team with administrative and clinical staff towards the best interest of the patients.
• Collaboration skills and understanding of Call Center functions.

Clinic Description:

Location:909 Fulton St SE, Minneapolis, MN 55455

Hours: 1.0 FTE
Benefits: This is a fully benefit eligible position: Competitive wages, Health Care (including vision and dental), 401K, parking assistance, tuition assistance.

University of Minnesota Physicians (M Physicians), a non-profit organization headquartered in Minneapolis, seeks motivated individuals for both clinical and non-clinical roles to drive innovation in health and medicine. Our inclusive culture offers competitive salaries, excellent benefits, and the opportunity for career development in the exciting field of health care to over 1,200 physicians, 300 advanced practice providers, and 2,200 health professionals and staff across Minnesota and beyond.

Join us on a mission to advance medicine.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

UMPhysicians is an Equal Opportunity/Affirmative Action/Military Friendly employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, national origin, sexual orientation, age, marital status, status with regard to public assistance, disability, or status as a protected veteran.

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