Supervisor, Outpatient Clinics

Department Description: Beth Israel Deaconess Hospital−Needham (BID−Needham) is a licensed 58-bed acute care community hospital. BID−Needham has served residents in Needham, Newton, Dedham, Dover, Medfield, Sherborn, Wellesley, Westwood and other surrounding communities for more than 100 years. The hospital has been recognized by several organizations for quality and safety, including the Gold Seal of Approval® from The Joint Commission and a first-place Accountable Care Compass Award from the Massachusetts Health & Hospital Association (MHA).
BID−Needham is part of Beth Israel Lahey Health, a new health care system that brings together academic medical centers and teaching hospitals, community and specialty hospitals, more than 4,000 physicians and 35,000 employees in a shared mission to expand access to great care and advance the science and practice of medicine through groundbreaking research and education.
BID Needham has had a direct affiliation with Beth Israel Deaconess Medical Center since 2000, facilitating the clinical integration of staff and resources in emergency medicine, hospital medicine (hospitalists), cardiology, radiology, orthopedics, pathology, as well as many surgical services and oncology housed in the Beth Israel Deaconess Cancer Center and Surgical Pavilion.

Job Location: Needham, Massachusetts

Req ID: 43850BR


Job Summary: The Outpatient Supervisor is responsible for coordinating, facilitating and supervising the practice support staff, daily operations and administrative functions of the Outpatient Clinic(s) assigned with commitment to providing the highest quality of service to our patients. This position requires problem-solving skills, decision-making skills positive approach to teamwork, strong oral and written communication skills, the ability to handle multiple priorities, attention to detail and a strong focus on customer service.

Under general direction of the Outpatient Clinic Director and Practice Manager acts as liaison for clinic staff, patients, physicians (referring and external), physicians' office staff, and other hospital departments, responsible for leading staff in providing a positive patient experience.

Other duties include but are not limited to oversight of billing for all the clinic(s) and testing areas; scheduling staff to meet workflow demands for all clinics; maintaining provider schedules in CCC; supervising clinic on a daily basis; performs other responsibilities as needed to meet needs of department.

Essential Responsibilities:

1. Ensures the effectiveness of the clinic operations.
2. Supervises support staff involved in clinical and administrative activities, with emphasis on sensitivity to patients and meeting hospital core values.
3. Plans, organizes and oversees work schedules and assignments of support staff to meet operational needs.
4. Schedules staff to meet workload demands.
5. Oversees the schedule for clinic testing to insure that it maximizes available access.
6. Directs and supports employee daily work activities.
7. Provides feedback regarding improvements and changes to systems.
8. Develops and maintains resource manuals.
9. Acts as a liaison between patients, referring physicians, other hospital services, external customers, nursing and the physicians.
10. Assists with training of support staff and ensures that training requirements for staff are met.

Required Qualifications:

1. High School diploma or GED required. Vocational or Technical training preferred.
2. Certificate 1 Medical Assistant Certificate preferred.
3. 0-1 years related work experience required.
4. Excellent problem solving and decision making skills. Strong focus on teamwork. Strong organizational skills and ability to multi-task.
5. Understanding of medical terminology and ability to handle, in a professional manner, a heavy and diverse work load in an active healthcare environment.
6. Excellent interpersonal and customer service skills. Ability to maintain high level of professionalism and strict confidentiality.
7. Advanced skills with Microsoft applications which may include Outlook, Word, Excel, PowerPoint or Access and other web-based applications. May produce complex documents, perform analysis and maintain databases.

Preferred Qualifications:

1. Minimum of three years medical assisting and/or medical clerical support preferred.
2. Experience with Outlook, Meditech, OMR, CCC preferred.

Competencies:

1. Decision Making: Ability to make decisions that are guided by precedents, policies and objectives. Regularly makes decisions and recommendations on issues affecting a department or functional area.
2. Problem Solving: Ability to address problems that are highly varied, complex and often non-recurring, requiring staff input, innovative, creative, and Lean diagnostic techniques to resolve issues.
3. Independence of Action: Ability to set goals and determines how to accomplish defined results with some guidelines. Manager/Director provides broad guidance and overall direction.
4. Written Communications: Ability to summarize and communicate in English moderately complex information in varied written formats to internal and external customers.
5. Oral Communications: Ability to comprehend and communicate complex verbal information in English to medical center staff, patients, families and external customers.
6. Knowledge: Ability to demonstrate in-depth knowledge of concepts, practices and policies with the ability to use them in complex varied situations.
7. Team Work: Ability to act as a team leader for small projects or work groups, creating a collaborative and respectful team environment and improving workflows. Results may impact the operations of one or more departments.
8. Customer Service: Ability to provide a high level of customer service and staff training to meet customer service standards and expectations for the assigned unit(s). Resolves service issues in the assigned unit(s) in a timely and respectful manner.

Age based Competencies:
Employees in this job must be competent to provide patient care to the following age groups: Young adult: 16-30 years, Middle Age: 30 - 60 years, Elderly: 60 -.
Physical Nature of the Job:
Light work: Exerting up to 20 pounds of force frequently to move objects. Some elements of the job are sedentary, but the employee will be required to stand for periods of time or move through out the hospital campus