Urgent Care Supervisor

Summary

Supervises and coordinates the duties of the Urgent Care clinic team, to include intake, medical assistant, DME/bracing, and X-ray operations to support the physician or PA/NP in MSK urgent care clinic. This role also provides leadership ensuring communication, accountability, and performance standards are consistently maintained across functions. Also accountable to provide direct patient care up to 50% of the time.

• Selects, schedules, assigns and evaluates staff. Provides feedback on performance on an ongoing basis, as well as providing an annual written performance review.
• Orients new staff and ensures that training and education needs are met.
• Approves final weekly staffing schedule for assigned staff.
• Mentors and coaches new and existing staff.
• Ensures scheduling of regular in-service education meetings for staff
• Analyzes workflow of clinic and provides feedback/modifications as necessary
• Coordinates with Human Resources to provide disciplinary action, as necessary.
• Prepares and leads routine department meetings.
• Mediates conflict between staff members. Coordinates with COO and HR as necessary.
• Serves on committees and attends meetings related to urgent care clinical operations.
• Ensures effective communication, productivity monitoring, workflow alignment, and adherence to clinic standards.
• Ensures that registration, medical assistant, DME, and X-ray workflows are efficient, evidence based and consistently followed across the team.
• Performs other duties as assigned.
• Registration/intake, medical assistant/DME/bracing, or X-ray interactions.
• Delays, gaps, or concerns in care coordination or communication.
• Physician or APP concerns that may or may not require escalation.
• Lead patient complaint investigations, follow up with patients and staff, identify root causes, and implement workflow or service improvement strategies.

• Participates in and leads urgent care clinical operations projects related to patient experience, workflow improvement, care standardization, and care coordination initiatives.
• Collaborates with leadership on quality improvement projects, ensuring timelines, documents and deliverables are met.
• Assists with development, revision, and implementation of urgent care clinic policies, procedures and education materials.
• A working knowledge of EMR/EHR, preferably in a clinic outpatient setting.
• A general understanding of the principles of continuous quality improvement in a healthcare setting.
• Ability to engage in public contact work.
• The ability to formulate policies and to interpret and explain those policies and procedures to others.
• The ability to think clearly, exercise sound judgment and to make independent decisions regarding the formulation and application of policies and procedures.
• Excellent oral and written communication skills.
• The maturity and tact necessary to deal effectively with patients, employees and physicians.
• Flexibility in thinking; able to easily adapt to internal and external business changes.
• A logical, highly organized mind. Be able to work independently with minimal direction and instruction.
• The ability to solve practical problems when presented with both concrete and ambiguous information.
• Excellent decision making skills and an ability to develop creative solutions.
• Dependability and punctuality.
• Ability to write routine reports and correspondence
• Knowledge of common Microsoft Office applications such as Excel, Outlook, and Word.
• Tobe professional and courteous
• Prioritize work load daily, weekly and monthly

• Direct reports of Registration, Medical Assistant, Bracing/DME, and X-Ray staff.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
• Able to lift and/or move up to 25 lbs.
• Able to walk, and use hands to finger, handle, or feel. Able to reach with hands and arms, stoop, kneel, and crouch.
• Ability to hear and understand in person and over the phone.
• Able to speak and provide information in person and over the phone.
• Able to sit or stand for long periods of time.
• Be able to work on a computer and keyboard for up to eight hours a day.
• Local travel as required for meetings.

• Current certification or license in Medical Assisting, Cast Tech, or X-ray Tech.
• Bachelor’s degree in relevant Clinical, Health Services, Business Administration or equivalent is preferred.
• Requires three (3) years of successful supervisory experience.
• Three (3) years experience in direct patient care in a clinical environment.
• Working knowledge of computer software and hardware, preferably including working with data processing in a medical environment.