Practice Supervisor, Wilmington Primary Care

Job Requisition #: JR57225

End Date: 6/30/2022

Location: Wilmington, Delaware

Position Type: Management/Executive

Shift: Day Shift, No Rotation

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PRIMARY FUNCTION:

To assist the Practice Manager and Clinical Leader with primary responsibility for the daily operation of the office, ensuring adequate staffing, supplies, and patient flow resulting in excellence service to our patients.  To provide supervision of the non-exempt office staff.  The Supervisor works closely with and supports the practice clinicians in their ability to deliver quality care with efficiency.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

  • Direct manage Site Supervisor(s), Medical Assistants, and Office Assistants
  • Function as Site Supervisor in offices with no designated supervisor
  • Coordinate daily services and program delivery of the practice site location establishing protocols and standards for efficient and effective office operations
  • Lead and supervise daily functioning of practice location and staff, including staff performance to expectations and counseling as appropriate
  • Coordinate office staff schedule, tracking staff time and attendance
  • Residency coordination tied to practice needs with Program Directors including panel transfers/retreats
  • Ensure staff is providing immediate service recovery, intervening as necessary
  • In coordination with practice manager, create conditions to provide for staff engagement, including staff developmental goals and programs
  • Participates in staff recruitment, selection, and hiring processes, with lead responsibility for staff orientation
  • Provides staff with ongoing training and development as required
  • Supervise daily practice and individual clinician scheduling, billing, and productivity ensuring daily prior authorization and referral management
  • Provides guidance to staff regarding insurance requirements and changes
  • Lead expertise on office scheduling and billing (front and back office), providing front office functions as needed (coordinate patient flow, register/check-in patients, answer phones, work desktops, schedule appointments, collect fees, etc) while modeling service excellence
  • Ensure that staff optimize clinician templates and schedules to maximize patient access and care delivery
  • Ensure that any patient/family billing questions are addressed by staff appropriately intervening as necessary
  • Serve as information/communication liaison between office staff and practice manager/supervisor, conducting regular staff meetings and utilizing numerous other forms of effective two-way communication
  • Lead site improvement initiatives as directed by practice manager
  • Accountability for petty cash process and auditing
  • Provide site location medical and supply inventory control; supply request to Practice Manager
  • Monitors practice budget and expenses including CME accounts in collaboration with the Practice Manager
  • Provide site facility management and liaison to Practice Manager
  • Coordinate on-site IT support
  • Conduct patient safety and regulatory readiness audits per guidelines established by the Practice Manager; Safety first learning reporting per guidelines.
  • Demonstrates compliance with Christiana Care Health Services center and departmental policies and procedures and mandatory education requirements including but not limited to safety, infection control, attendance and dress code
  • Performs assigned work safely, adhering to established departmental safety rules and practices; reports to supervisor, in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients and visitors.
  • Performs other related duties as required.

EDUCATION AND EXPERIENCE REQUIREMENTS:

  • High School diploma required.  Associates Degree preferred.
  • Minimum 5 years office practice experience required
  • Supervisory or lead experience required
     

KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS:

  • Skill in collaborating with clinicians and other staff and lead projects and work processes
  • Skill in delivering and coaching others on service excellence
  • Skill in organization, prioritization, and getting work done
  • Skill in verbal and written communication
  • Ability to supervise and direct staff
  • Ability to delegate work and responsibilities to staff and effectively evaluate their performance
  • Ability to plan, organize, and coordinate staffing needs
  • Ability to communicate with a customer service focus
  • Ability to manage multiple priorities and a large volume of patients
  • Ability to evaluate and implement follow-up of patient phone calls
  • Ability to use office computer systems
  • Ability to follow Standard Precautions and Personal Protective Procedures
  • Ability to respond to medical and non-medical emergency situations
  • Ability to maintain confidential information and materials
  • Knowledge of community support resources for patient referral
  • Knowledge of patient phone triage process
  • Knowledge of diagnostic testing parameters
  • Knowledge of Christiana Care Health Services Infection Control and Safety Procedures
  • Knowledge of Christiana Care health Services Human Resources Department management and employee resources
  • Knowledge of JCAHO, OSHA and State of Delaware regulations

PHYSICAL DEMANDS:

Intermittent sitting, standing and walking

WORKING CONDITIONS:

Pleasant office environment

Why do WE offer careers full of possibilities?

For the Love of Health.

Inclusion & Diversity

At ChristianaCare, we’re committed to treating everyone with dignity and respect. We believe in a safe, inclusive work environment that fosters collaboration between caregivers from all walks of life. We know that each unique viewpoint is vital in delivering high-quality, safe patient care to everyone who walks through our doors. Our policies, benefits, hiring practices, employee resource groups, and corporate citizenship demonstrate our commitment to inclusion and diversity throughout our system.

Why do we embrace inclusion and diversity? For the Love of Health.

Our Values

We serve together in Love and Excellence. Our unique values, Love and Excellence are bold and powerful, and they are the reason why working for ChristianaCare is special. The behaviors associated with our values guide how caregivers interact with everyone they work with and make for an exceptional work experience. We believe that when you lead with Love, Excellence is inevitable.

Benefits

ChristianaCare’s comprehensive total rewards package is one of the most competitive in the region. We are proud to offer excellent benefits that reflect the organization’s commitment to being exceptional today and even better tomorrow.

At ChristianaCare, we provide access to high-quality and affordable benefits designed to meet our caregivers where they are. You can tailor your benefits to meet your needs now and adjust them as your priorities change.

Take advantage of ChristianaCare’s wide-ranging benefit offerings from supporting optimal health through medical, prescription, dental and vision coverage to valuable wellness and work/life programs, which include paid parental leave, coverage for infertility and assisted reproductive technologies, an employer-funded short-term disability program, and more.

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Our region offers a diversity of cultures, lifestyles, sports and entertainment events, housing options and educational opportunities. Located on the I-95 corridor between Philadelphia and Washington, D.C., our location provides easy access to two international airports, employment opportunities in a tri-state area, and proximity to some of the nation's top universities and colleges, as well as beaches in MD, DE and NJ!

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For the Love of Health

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