SUPERVISOR FOR FAMILY MEDICINE

ORGANIZATION

The mission of Ravenswood Family Health Network (RFHN) is to improve the health of the community by providing culturally sensitive, integrated primary and preventative health care to all, regardless of ability to pay or immigration status, and collaborating with community partners to address the social determinants of health.

POSITION SUMMARY

Under the general direction of the Family Medicine Assistant Manager, the Family Medicine Department Supervisor supervises the Family Medicine Department operations and patient services to ensure that the patient flow operates efficiently, effectively, and support staff delivers high quality health care. Supervises the Family Medicine Medical Assistant Lead/Flow Coordinators, Medical Assistants, back office support staff and volunteers. Ensures appropriate staffing for department support. Arranges for orientation, training, testing and evaluation of Family Medicine Department support staff for adherence to all policies and standards. Responsible for Family Medicine Department support staff scheduling, meeting productivity goals, operational supervision and improvement issues.

DUTIES AND RESPONSIBILITIES

To be performed in accordance with RFHN Policies and Procedures

Supervision (40%):

• Directly supervises medical assistant lead/flow coordinators, medical assistants, back office support staff, volunteers and other support staff assigned directly to clinical programs to ensure efficient and effective delivery of patient services.

• With the support and oversight of the Family Medicine Assistant Manager, the Family Medicine Department Supervisor provides and arranges for orientation, training, supervision, and evaluation of clinical support staff to ensure their compliance with all health center policies and procedures and efficient and effective delivery of patient services.

• a. Conducts and arranges for new support staff orientation sessions and training.

• b. Identifies staff training needs and arranges or conducts in-service training.

• Conducts daily huddles, weekly group and monthly individual staff meetings with clinical support and allied health staff to discuss performance, operational issues, improvement activities, policies, and procedures.

• Responsible for overseeing support staff work assignments and daily operations.

• a. Assigns and completes job assignments and work schedules.

• b. Delegates work assignments to maintain a balance of work load. Matches the responsibility to the person, setting expectations and monitors delegated activities.

• c. Step into cover as well as assist staff members with assignments and duties when necessary in order to ensure patients are seen and work is completed in a timely manner.

• d. Provide all aspects of patient care when necessary.

• e. Resolves staff performance issues and complaints in accordance with the clinic's policies and procedures. Escalates issues and complaints when necessary.

Operations (40%):

• Maintains and improves Family Medicine department operations in conjunction with the Family Medicine Assistant Manager.
• Actively manages daily efficient Family Medicine back office patient flow, to meet cycle time goals in a culturally competent, professional and courteous manner that promotes customer satisfaction.
• Promotes employee and patient safety needs, communicating these needs with recommendations, as appropriate, to the Family Medicine Assistant Manager.
• Monitors and resolves patient complaints, documents, and responds in accordance with the clinic's policies and procedures.
• Assists the Family Medicine Assistant Manager in monitoring patient utilization of programs and services to assure that RFHN goals are met.
• Coordinates provider staff schedules for Family Medicine to assure that all changes are properly communicated and workflow is smooth.
• Collaborates with Facility and Central Supply Department staff to ensure that medical and pharmaceutical supplies are ordered and that inventories are adequate and medical equipment is maintained and repaired, as needed.
• Assures that the Family Medicine Department back office services adhere to all regulations and legal requirements in consultation with the Medical Director including compliance with California Clinic Facility Licensure regulations.
• Participates in the development and improvement of Family Medicine Department operational systems and the assignment of responsibility to support staff including but not limited to daily huddles, scrubbing charts, patient agenda setting, and discharge follow-up.
• Monitors the translation needs of providers and patients, identifies problem areas, and make changes, as necessary.

Administrative Duties (10%):

• Meets regularly with the Family Medicine Assistant Manager, Operations Team, and other members of Leadership as directed.
• Helps establish/implement goals, objectives, policies, procedures and systems for assigned administrative areas.
• Participates in the planning, development and implementation of system improvements.
• Performs other duties and projects as requested by the Family Medicine Assistant Manager
• Drafts, updates, and monitors appropriate procedures to implement clinic policies pertaining to Family Medicine Department patient flow.
• Performs other duties as assigned and requested.

General Agency Duties (10%):

• Fosters an environment that promotes trust and cooperation among patients and staff; maintains strictest confidentiality concerning all patient and employee information.
• Promotes and exemplifies in action, the mission, goals, policies, procedures and principles of RFHN to supervisees and other clinic staff.
• Participates in outreach activities, agency advocacy, and serves on ad hoc committees, as requested.
• Attends RFHN staff retreats and Board of Directors meetings, as requested by the Chief Operations Officer.