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Family Medicine Department Supervisor

position Summary:          

Under the general direction of the Family Medicine Service Line 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 medical assistants, and back office support staff 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. 

eSSENTIAL Duties and Responsibilities:

Supervision (40%)

  1. Directly supervises medical assistants, support staff volunteers and other support staff assigned directly to clinical programs to ensure efficient and effective delivery of patient services.
  2. 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.
    1. Conducts and arranges for new support staff orientation sessions and training.
    2. Identifies staff training needs and arranges or conducts in-service training.
  3. 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.
  4. Responsible for overseeing support staff work assignments and daily operations.
    1. Assigns and completes job assignments and work schedules
    2. Delegates work assignments to maintain a balance of work load. Matches the responsibility to the person, setting expectations and monitors delegated activities.
    3. 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.
    4. Provide all aspects of patient care when necessary.
    5. Resolves staff performance issues and complaints in accordance with the clinic's policies and procedures. Escalates issues and complaints when necessary.

 

Operations (40%)

1.   Maintains and improves Family Medicine department operations in conjunction with the Service Line Operations Manager of Family Medicine

2.   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.

3.   Promotes employee and patient safety needs, communicating these needs with recommendations, as appropriate, to the Service Line Operations Manager 

4.   Monitors and resolves patient complaints, documents, and responds in accordance with the clinic's policies and procedures.

5.   Assists the Service Line Operations Manager in monitoring patient utilization of programs and services to assure that RFHN goals are met.

6.   Coordinates provider staff schedules for Family Medicine to assure that all changes are properly communicated and workflow is smooth.

  1. 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.
  2. 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.
  3. 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.
  4. Monitors the translation needs of providers and patients, identifies problem areas, and make changes, as necessary.

Administrative Duties (10%)

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

General Agency Duties (10%)

1.   Fosters an environment that promotes trust and cooperation among patients and staff; maintains strictest confidentiality concerning all patient and employee information. 

2.   Promotes and exemplifies in action, the mission, goals, policies, procedures and principles of RFHN to supervisees and other clinic staff.

3.   Participates in outreach activities, agency advocacy, and serves on ad hoc committees, as requested.

4.   Attends RFHN staff retreats and Board of Directors meetings, as requested by the Chief Operations Officer

 

QUALIFICATIONS

  1. Bachelor's degree in health or business administration with One (1) years minimum experience in outpatient clinics, community health centers or physician office - OR
  2. Two (2) years minimum previous supervisory and management experience in outpatient clinics, community health centers/physician office or transferable on the job training.
  3. Ability to communicate effectively both verbally and in writing in a professional manner; Spanish language competency highly preferred.
  4. Computer literacy required; familiarity with the use of Microsoft Windows.
  5. Experience with the implementation and utilization of electronic practice management systems. Knowledge of the principles of practice management systems required.
  6. Demonstrated knowledge and experience in the effective and efficient delivery of outpatient clinic operations.
  7. Ability to take initiative and to exercise independent and sensible judgment; demonstrates decision‑making and problem‑solving expertise.
  8. Ability to provide proactive, positive, calm and overall effective leadership for the clinic staff in the delivery of day to day back office clinic services.
  9. Demonstrated ability to motivate, supervise, train and work respectfully and effectively with a culturally diverse clinic staff.
  10. Ability to collaborate and work effectively with the management team, patients, the public, community members and external agencies.
  11. Must adhere to standards of confidentiality

Organizational Values of Leadership:

Service Orientation: Demonstrates a commitment to serving internal and external customers and or patients.  Consistently seeks ways to improve service delivery and communicates ideas to management as needed. 

Communication: Communicates clearly, accurately, and concisely in verbal and written forms.  Effectively adjusts communication to specific situations and diverse audiences to ensure information is understood.  Work effectively with multi-cultural and economically diverse patients.

Teamwork: Provides meaningful contributions and actively participates in team activities.  Works as part of the care team to provide evidence based care, health coaching, self-management tools and proactively addressing the needs of patients and their families.

Quality: Actively participates in identify areas for improvement and establish methods for quality improvement.

COMPETENCIES

  • Diversity & Ethics: Shows respect and sensitivity for cultural differences; Treats people with respect; Keeps commitments; Inspires trust of others; Works with integrity and upholds organizational values.
  • Attendance/Punctuality: Is consistently at work and on time as scheduled; Plans to ensure work responsibilities are covered when absent; Arrives at meetings and appointments prepared and on time.
  • Customer Service: Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance, and meets commitments.
  • Professionalism: Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
  • Problem Solving: Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
  • Interpersonal Skills: Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
  • Written Communication: Writes clearly and informatively; Communicates change effectively; Edits work for spelling and grammar; Able to read and interpret written information.
  • Teamwork: Balances team and individual responsibilities; Gives and welcomes feedback; Contributes to building a positive team spirit; Asks for and offers help; Supports everyone's efforts to succeed.
  • Organizational Support: Follows policies and procedures; Observes reporting chain to escalate issues for resolution; Completes administrative tasks correctly and on time; Supports organization's goals and values; Is accurate and thorough;
  • Judgment: Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
  • Adaptability: Adapts to changes in the work environment; Prioritizes and manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
  • Dependability: Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan.
  • Safety and Security: Follows safety and security procedures; Completes health and safety training as scheduled; Competes TB annual screening; Reports potentially unsafe conditions; Uses equipment and materials properly.

Other Job Attributes:

  1. Decision Making Impact: Back Office as a member of the Management Team; operational related to administrative responsibilities for day to day clinic flow and back office systems.
  2. Bilingual Spanish language skills: Not required, but highly preferred to facilitate communication with patients and employees.
  3. Licenses: RN, LVN, Medical Assistant or other clinical background highly desirable.
  4. Supervision: 15-25 staff - Direct: Medical Assistants, Health Coaches, Volunteer back office staff.

MENTAL AND PHYSICAL DEMANDS:

  • Pace of Work:   High stress, very rapid, and demanding
  • Concentration:   Constant
  • Standing and Walking Time Required:   At least 70% of the time
  • Sitting: up to 30% of the time
  • Time Speaking and Listening:   60% - 70%    
  • Environmental and Health Hazards: Frequent exposure to communicable diseases and other conditions common to a clinic environment. 

INTERACTIONS WITH OTHER STAFF:

Family Medicine Department Supervisor interacts with all staff in the clinic including:

  • Staff who report directly

      -     Health Coaches

  • Medical Assistants
  • Volunteers
  • Clinicians
  • Executive Team
  • Department Managers
  • Dental Staff
  • Behavioral Health Therapists
  • Health Navigators
  • Community Health Advocates
  • Community Health Workers
  • Administrative Staff

 

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job the employee is regularly required to walk, drive, stand and sit, climb steps.  The employee frequently is required to use hands and fingers to operate a computer keyboard, mouse and telephone keyboard, and talk or hear. The employee must occasionally bend, lift and/or move up to 15 pounds.  Specific vision abilities required by this job include, vision to drive, vision to walk, close vision, peripheral vision, and ability to adjust focus.

WORK ENVIRONMENT

  • Work is generally performed in a clinic setting and office environment but may include both indoor and outdoor responsibilities.
  • Surrounding community is in an urban environment.
  • Occasional exposure to communicable disease or other conditions in a clinic setting.
  • The noise level in the work environment is usually moderate.
  • Temperature conditions vary throughout the clinic from 66-78 degrees Fahrenheit.
  • Travel as required or requested to accomplish program objectives.
  • Involves frequent contact with staff and the public. 
  • Occasional stress from dealing with diverse customers and demands. 
  • Contact may involve dealing with angry or upset people. 
  • Rotating evening and weekend work may be required from time to time.
  • Occasional exposure to cleaning liquids and toxic materials.

The work environment characteristics described here are representative of those the employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions of the job.

 

Qualified applicants, please submit resume to This email address is being protected from spambots. You need JavaScript enabled to view it. or fax to 650.321.8576.

Note: Only qualified applicants will be contacted. Please do NOT contact HR to ask for the status of your resume as those calls will not be returned.

Job Location: Ravenswood Campus

About Us

Ravenswood Family Health Network is a federally qualified health center headquartered in the low-income East Palo Alto area of San Mateo County. Ravenswood sites are Federal Tort Claims Act (FTCA) deemed facilities. Ravenswood is a 501 (c)3 non-profit community-based Federally Qualified Health Center (FQHC).

Main Locations

Ravenswood Family Health Center 
1885 Bay Road, East Palo Alto, CA 94303

Ravenswood Family Dentistry
1807 Bay Road, East Palo Alto, CA 94303

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785 Morse Avenue, Sunnyvale, CA 94085-3010

MayView Mountain View Clinic
900 Miramonte Avenue, 2nd Floor, Mountain View, CA 94040

MayView Palo Alto Clinic
270 Grant Avenue, Palo Alto, CA 94306

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