Health Center Team Lead

JOB DESCRIPTION JOB TITLE: Health Center Team Lead FLSA STATUS:  EXEMPT X NON-EXEMPT DEPARTMENT: Clinical Operations TITLE OF IMMEDIATE SUPERVISOR: Health Center Manager GRADE: (HR provided)   DATE: 5/2021   Position Summary Team Leader is responsible and accountable for assessing, planning, organizing, and supervising health center activities under the direction of the Health Center Manager. The team leader is a superuser in their area (MA or Receptionist) and practices in accordance to established ACCESS policies and procedures. They work to ensure that each patient has a positive experience.   Core Job Responsibilities Train/precept new and existing staff according to standards and processes Serve as the health center super-user for Epic and other tools/systems (including but not limited to Remedyforce, Safety Zone, ICare, Coupa, etc.) Supervise staff (in absence/at direction of manager) providing leadership and direction to all health center employees, motivate staff and ensure focus on the mission Provide clear and constructive performance feedback to staff, share performance feedback with health center manager Partner with providers and staff to solve problems, patient issues/complaints, etc.; provide conflict resolution support for team members (service recovery) Support manager with introduction and monitoring of new processes and procedures for the department when necessary. Assist with operational workflows - clinic scheduling, patient wait times, and other areas of concern to increase efficiency and quality services. Maintain health center inventory; replenish supplies as necessary Develop/prepare monthly staff time schedules; completes daily work schedule of assignments including scheduling lunch and breaktimes as directed by manager Facilitates quality control activities Support manager with compliance with OSHA, IDPH, TJC and other regulatory agency standards Handle emergencies according to policy, as necessary Conduct daily health center huddles in absence of manager or as directed Ensure adherence to end of day processes (including) cash collection processes Perform all duties within their scope of practice (expert in their scope of practice). Serve as health center liaison for Vaccine For Children (VFC) Perform other duties as assigned   Requirements/Preferences High School diploma or equivalent required A minimum two (2) years’ experience in health care required A minimum one (1) year experience as MA or Front Desk Receptionist required   A minimum of six (6) months’ experience as Epic super user required Basic proficiency in Microsoft Office products especially Outlook, Word, Excel required Bilingual (English/Spanish) required for some locations, preferred in others   Competencies/Behaviors  Excellent communication; oral, written, presentation; ability to communicate at all levels and to translate complex principles/data into easy to understand concepts (if bilingual required, communication skills must be met for both languages) Collaborative: ability to work with individuals at all levels to implement new ideas and resolve problems Customer Orientation - establishes and maintains long-term customer/patient and colleague relationships, building trust and respect by consistently meeting and exceeding expectations. Flexibility/adaptability—exhibits flexibility on the job including the willingness and ability to readily respond to changing circumstances and expectations. Leadership - guides individuals and teams toward desired outcomes, is a role model for high performance standards Time/priority management; ability to work effectively and efficiently under tight deadlines and multiple interruptions Organization skills; strong attention to detail and accuracy Critical thinking and problem-solving skills Emotional Intelligence - exhibits confidence, empathy and respect when communicating with customers (patients), leadership and staff Cultural Competence – ability to work and manage in a multi-cultural environment   Working Conditions/Equipment Health Center/Clinical Environment Weekends and evenings as assigned/required Health Center demands may require traditional work hours to be exceeded Local travel between health centers occasionally required Some health centers may be located in areas with high crime Able to sit for up to two (2) hours at a time Able to stand for up to four (4) hours at a time Able to lift and carry up to 20 lbs Computer/Laptop Phone/Fax/Copier/Scanner