Clinical Supervisor RN

Position Summary

The Clinical Supervisor- Registered Nurse (RN) works collaboratively with all members of the care team providing world class service to both the patients and staff of Martin’s Point. In addition to the ability to support day-to-day Clinical Support duties as outlined in the Clinical Support job description, the Clinical Supervisor – RN oversees care team operations to ensure exemplary clinical and customer service is provided to our patients and provider staff, along with supporting achievement of key outcomes through optimal effectiveness and efficiency.

Job Description

• Key Outcomes:
  • Responsible for all assigned team-based Medical Assistants and Patient Service Representatives (may also supervise Licensed Practical or Registered Nurses).
  • Aids in the review and management of daily schedules of team clinical support and patient service representatives to ensure staffing levels meet provider and patient needs.
  • Works collaboratively to assess staffing needs across the site and directs 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.
• Manages, develops, and the performance of team based clinical support (CS) and Patient Service Representative (PSR) staff.
  • 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 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 (may also include Licensed Practical or Registered Nurses).
  • 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.
  • 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.
• Provides direct patient care as necessary to ensure we are meeting the highest level of clinical care and support of our patients and provider staff.
  • Serves as a knowledgeable resource; seeking new information to support patients.
  • Thinks outside of the box to develop solutions and approaches to meet patient needs.
• 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.

Education/Experience

• Associate degree in Nursing; Bachelor’s in nursing preferred
• 3 years of related experience in a physician's office, medical setting or outpatient clinic required
• Past leadership experience preferred

Required License(s) And/or Certification(s)

• Current active and unrestricted license as a Registered Nurse in the State of Maine
• Basic Life Support (BLS) certification is required

Skills/Knowledge/Competencies (Behaviors)

• 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
• 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
• Exhibits 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
• Must be able to work flexible hours when necessary which may include weekends, evenings, and holidays

Additional Competencies

Please consult with your leader to discuss additional competencies that are relevant to your position.

This position is not eligible for immigration sponsorship. We are an equal opportunity/affirmative action employer. Martin's Point complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact jobinquiries@martinspoint.org