Team Supervisor (RN)

Purpose

The Team Supervisor plays a critical leadership role within the clinical team by directly overseeing the daily operations of an assigned primary care team. This position is responsible for managing the patient flow through the pod, ensuring high quality/safe patient care, efficient and optimal staff performance, and high levels of patient satisfaction.

Essential Functions and Responsibilities

• Oversee day-to-day operations of the care team, maintaining an efficient and successful flow
• Provide direct backup to medical assistants, LPNs and RNs
• Troubleshoot issues that impact efficiency, patient satisfaction, or staff workflow
• Act as a liaison between providers, supervised care team staff, and other care team staff to facilitate communication and cross-clinic collaboration and coordination
• Encourage open communication and conflict resolution
• Serve as a point person in onboarding and training processes with new staff and students
• Ensure program compliance guidelines, contract/grant requirements and/or accreditation standards are met
• Ensure program, and agency policies and procedures are being followed
• Oversee and ensure accurate and timely documentation, data input and utilization of medical records systems
• Keep immediate supervisor and designated others accurately informed concerning work progress, including present and potential work problems and suggestions for new or improved ways of addressing such problems
• Ensure clinical quality standards are being met, while maintaining active quality improvement processes, and a focus on clinical quality and patient satisfaction
• Works with team as a working supervisor in the pod to ensure above goals

Supervisory Responsibilities

• Directly supervise medical assistants
• Coordinate care team members schedules, breaks, and coverage to ensure appropriate staffing levels
• Conduct regular check-ins, performance evaluations, and coaching sessions
• Foster a positive, respectful, and team-oriented culture within the care team
• Work closely with other RiverStone Health staff and participate in team meetings to develop plans and ideas for program expansion, delivery and quality improvement initiatives
• Recruit, hire, orient, evaluate, counsel, coach and retain program staff

Education and Experience

• Associates Degree in nursing
• Minimum 3 years clinical experience in an outpatient care setting, preferably with a focus on primary care
• Leadership experience
• Any combination of experience and training which provide the equivalent scope of knowledge, skills, and abilities necessary to perform the work
• Bachelor’s in Nursing
• Experience working with underserved population

Preferred Qualifications

• Experience working in a customer service environment

Knowledge, Skills, and Abilities

• Computer literacy, including Excel, Outlook and Word
• Knowledge of modern office procedures, practices and equipment
• Ability to maintain a calm and positive demeanor during difficult client interactions
• Ability to display non-judgmental and empathetic listening skills
• High degree of detail-oriented level of skill
• Knowledge and understanding of protected sensitive patient health information (HIPAA) and confidentiality
• Ability to work collaboratively and maintain a positive work environment
• Ability to meet deadlines

Customer Service Excellence

• Provides Customer Service Excellence to RiverStone Health’s customers, including patients, clients, family members, visitors, medical staff, and co-workers.
• Doing things right the first time
• Making people feel welcome
• Showing respect for each customer
• Anticipating customer needs and concerns
• Keeping customers informed
• Helping and going the extra mile
• Responding quickly
• Protecting privacy and confidentiality
• Demonstrating proper telephone etiquette
• Taking responsibility for handling complaints
• Being professional
• Taking ownership of your attitude toward Service Excellence

Supervision

• List number of FTE, job titles & work units supervised.
• 1-7 FTE Physical Demands and Working Conditions:
• Work is mainly performed in a clinic setting
• Standing, bending, sitting, lifting required
• Create and maintain a safe/secure working environment by adhering to safety, security, and health requirements
• Integrates injury, illness, and loss prevention into job activities by attending any necessary training and implementing best practices
• Freedom to Act & Decision Making:
• Work is structured by public health regulations and established medical practices
• Decisions directly affect the quality of services provided to the public
• Supervised by Program Manager
• Has someone readily available to ask questions if needed

Communications & Networking

• Liaison with others, type and level of communications.
• Work directly with other team members to provide quality customer service for patients and customers
• Facilitates effective communication with referral sources, physicians and healthcare staff

Budget & Resource Management

• Complete only if position is responsible for budget and FTE resources.