Supervisor, Digital Clinic Operations (Remote)

ESSENTIAL FUNCTIONS

• Coach and lead all staff to instill the organization’s mission, vision, and core values through education, demonstration, huddles, and results.

• Support Value-Based Care programs and initiatives.

• Demonstrate outcomes as measured through established metrics and patient satisfaction surveys.

• Leads staff to efficiently direct patient flow throughout the clinic.

• Assist Digital Clinic support staff as needed with checking patients in and out of the clinic.

• Assists Digital Clinic support staff as needed with intake of medical history into EMR.

• Primarily responsible for the supervision of all clinic staff and is the primary contact person for all Digital Clinic support staff.

• Primarily responsible for clinic operations and audits as assigned.

• Ensure that new hire staff is adequately trained and consistently following the applicable Standard Operating Procedures and Workflows.

• Shall lead ongoing quality monitoring of competencies of staff and assist in training and educations of all staff.

• Primarily responsible for completing employee evaluations and administering corrective actions.

• Primarily responsible for conducting regularly scheduled staff meetings.

• Interacts with patients and customers daily to resolve patient issues and concerns.

• Works in partnership with the providers and all staff to provide excellent customer service.

• Primarily responsible for assigning staffing and schedules

• Primarily responsible for the creation and maintenance of an employee engagement program.

• Primarily responsible for holding daily/weekly/monthly staff huddles

• Holds regularly scheduled 1:1’s with the Digital Clinic support staff to provide real-time feedback, reinforce positive behavior and correct any inappropriate behaviors.

• Primarily responsible for blocking/unblocking of provider templates and monitoring/assignment of needed patient rescheduling.

• Primarily responsible for oversight of time and attendance.

• Ensures, coordinates and leads through demonstration the responsibility for all clinic staff to collect patient copayments and past due accounts (if applicable)

• Ensures and coordinates that all Digital Clinic support staff verifies demographic and insurance information via real-time eligibility or utilizing payor websites.

• Completes onboarding and training for Digital Clinic support staff.

• Owns and ensures staff meet compliance, confidentiality, documentation, regulatory audit readiness, and maintain SOP adherence.

• Collaborates with VBC Digital Clinic leadership to develop, review, and maintain standard operating procedures (SOPs) and workflows.

• Coordinates and assigns daily tasks to support efficient Digital Clinic operations. Reviews operational and scheduling data to optimize staff schedules, productivity, and resource utilization across the Digital Clinic.

• Monitors staffing capacity, workload, and patient volume to identify coverage needs and ensure appropriate staffing levels.

• Evaluates staff productivity and schedule utilization to identify opportunities to improve efficiency and maximize team capacity.

• Partners with VBC Digital Clinic leadership to adjust staffing and schedules based on patient demand, workload, and operational needs.

• Participates in interviews and candidate selection for Digital Clinic support staff in collaboration with VBC Digital Clinic leadership.

• Responsible for achieving established productivity, patient access, quality, employee engagement, and patient satisfaction goals.

• Analyze operational dashboards and KPIs to identify trends, staffing needs, workflow opportunities, and performance improvement initiatives.

• Monitor clinic productivity, patient access metrics, no-show rates, and service-level performance.

EDUCATION

• High school diploma/GED or equivalent working knowledge preferred.

• Associate's degree in Healthcare Administration, Business Administration, or related field preferred. Equivalent combination of education and experience may be considered.

EXPERIENCE

• Minimum of three years of working experience in a medical practice or clinic.

• Previous supervisory experience in a medical clinic setting is preferred.

• Orthopedic/MSK clinic experience preferred.

• Virtual/remote clinic experience preferred.