Clinical Team Supervisor - Integrated Clinical Training

At Virginia Garcia Memorial Health Center, we honor all members of our community and acknowledge the dignity of each person we serve. Our purpose is to provide high quality, comprehensive primary health care to the communities of Washington and Yamhill counties with a special emphasis on migrant and seasonal farm workers and a view to removing barriers to health care. We strive to provide an environment that welcomes and values the people we employ and serve.

If you are unsure whether you meet all the required qualifications for this role but are interested and passionate about this potential position, we encourage you to apply.

Job Summary

The Clinical Team Supervisor- Integrated Training Team (CTS) provides operational leadership, direct supervision, expert guidance and performance oversight of VGMHC's Integrated Clinical Training Team. Clinical Training Team members support clinical staff through education, training, and development of standardized work flows to provide the highest level of care, health education and preventive services possible to patients. In its supervisory role, the position serves as a collaborator with clinic site leadership teams, service line leaders, and clinical directors ensuring that quality assurance, quality improvement, and care team standard work goals are accomplished to expectations.

Essential Duties and Responsibilities:

• Customer Care and Relationships

o Develop and maintain professional, service-oriented working relationships with leadership team members and care team employees.

o Coordinate weekly team tiered huddle; escalate patient care quality and safety identified through staff training and mentorship; and conduct close loop communications at leadership team tiered huddle.

o Support professional development and continuous improvement of clinical training team members and systems through observation of training activities at clinic sites, attendance at clinical orientation and didactic training, and coordination of surveys/training session evaluations to solicit feedback from attendees.

o On a continuous basis, manage the Clinical Training team workflows and performance Consistently monitor team performance and productivity using Key Performance Metrics (KPM) as a guide. Report on team productivity and KPMs monthly on the Board of Directors (BOD) report.

o Provide management oversight of the team's workflows and workload, to assure that team targets and goals are met.

o Implement and sustain customer-focused environment through team staff training and positive reinforcement, consistent recognition, and performance management

o Support team to develop appropriate action plans regarding customer service, quality assurance, and compliance issues, collaborating with HR, the Quality Assurance Manager and Corporate Compliance Officer, when applicable.

• Stable and Trusted Work Environment

o Direct supervision, coaching, development and performance management of all certified clinical training roles, including but not limited to MAs, PCCs, TAs, DAs, and Pharmacy Techs, in collaboration with the Clinical Training Team Manager.

o Ensure appropriate and timely oversight and management of employee timecards occur and are accurate for all care team members, and other employee delegates, when applicable

o Coordinate the hiring process for new clinical training staff and exercise final hiring authority for all certified roles.

o Orient new staff members into their roles, including the development of training plans, assisted by the VGMHC Organizational Development Department and the Quality Department.

o Perform annual performance reviews and support staff development.

o Adhere to performance management expectations as provided through the progressive discipline process.

o Hold one-on-one meetings with each team member at least monthly.

o Be present for team members, schedule check-ins with staff at least once a month.

o Participate in monthly team meetings & quarterly Quality meetings.

o Manage clinical and office supplies as delegated by team manager.

o Provide Epic support to team members; function as an EPIC 'Super-User.'

• Communication and Teamwork

o Ensure adequate coverage for scheduled training sessions.

o In collaboration with team management, responsible for approval of care team employee time off requests and schedules.

o Assist team members with their work, serve in a backup capacity for clinical training team roles within the scope of training and/or licensure.

o Effectively communicate VG's mission and values to staff and clients.

o Maintain the team visual management "T1 huddle board."

o Develop agendas and facilitate monthly team meetings addressing team outcomes, including quality measures and access data, and address progress and improvement.

o Communicate performance expectations through relevant policies, procedures and workflows to staff.

o Manage and address interpersonal dynamics and differences effectively; collaborate as needed with team management to resolve team member performance issues.

• Improvement and Innovation

o Lead and promote clinical training team innovative efforts that address population health goals and the biopsychosocial needs of health center populations.

o In collaboration with Quality leadership team, promote and lead process improvement efforts through PDSA cycles, value stream mapping, and other lean methodologies.

o Post monthly data to huddle boards and Board of Directors (BOD) report- be the team's data expert.

o Work with team members to pull data reports; help to prioritize quality and access measures for the team to focus on.

o Perform assigned project management responsibilities, as needed.

o Investigate clinical problems and workload distribution issues with the leadership team.

• Employee Learning Management system (LMS)

o Support review and management of clinical training modules in Orchard or equivalent Employee Learning Management system (LMS).

o Support build and management of clinical compliance modules in the employee LMS.

o Serve as subject-matter expert for the capabilities and use of the employee LMS.

• Workforce Development (WFD)

o Collaborate with Workforce Development Program Manager to support WFD programs including scheduling of skills days, purchasing of equipment, and other program needs.

o Collaborate with clinical trainers to support clinical site visits and other activities organized for WFD students as needed.

• Perform other duties as assigned.
• Handle protected health information (PHI) in a manner consistent with the Health Insurance Portability and Accountability Act of 1996 (HIPAA).

HIPAA Requirements:

The Clinical Team Supervisor has access to PHI to create and maintain an accurate and up to date medical record. Applying the minimum necessary standard of HIPAA, the designated record sets to which this employee will have access include: all sections of the medical record, patient demographic information in the practice management system, and incoming records, reports, results, consultations, etc. The CTS is required to read the content of these records only the extent needed to accomplish the assigned task (e.g. filing or disclosure).

Knowledge, Skills and Abilities:

• Ability to self-manage and effectively manage workload.
• Sensitivity to the needs and situations of a multi-cultural population from a variety of income levels.
• Ability to work independently and as part of a team.
• Ability to flourish in a team management system.
• Excellent computer skills, including working knowledge of Microsoft Word, Excel and Outlook. Knowledge of EPIC is required.
• Excellent leadership and staff development skills.
• Experience with project management is helpful.
• Ability to work in a timely, accurate and detail-oriented manner.
• Effective organizational, time management and delegation skills.
• Ability to recognize problems, collect data, and establish facts.
• Able to use sound practical judgment to carry out written, oral, or diagram instructions.
• Ability to embrace change and innovation when appropriate.
• Knowledge of basic Lean principles.
• Able to read and interpret documents, communicate appropriately both verbally and in writing with impeccable spelling and grammar and speak publicly to groups of all sizes.
• Ability to effectively present information and respond to questions and requests from patients, coworkers and others as necessary.
• Ability to effectively communicate direction, instruction, and guidance to staff.
• Bilingual in Spanish/English preferred.

Education and Experience Required:

• High school diploma or general education degree required. AA/BA degree in a related healthcare field or two years of relevant healthcare experience preferred.
• MA, DA or Pharmacy Technician certification/accreditation required.
• Minimum 1-year supervisory experience required.

Behavioral Competencies

Accountability

• Role model VG's mission, vision, and shared values

Customer-Focus

• Listen to the voice of the customer and strive to delight them by exceeding their expectations

Teamwork

• If someone needs help, help them

Initiative

• Be innovative, apply fresh ideas, and continuously improve how you do your work

Confidentiality

• Maintain strict confidentiality and respect the privacy of others

Ethical

• Demonstrate integrity, honesty, and stewardship in all encounters at work

Respect

• Demonstrate consideration and appreciation for co-workers and patients

Communication

• Demonstrate the ability to convey thoughts and ideas as well as understand perspective of others

Physical Requirements

• Sitting: up to 45%
• Standing: 25%
• Walking: 25%
• Lifting/Carrying: 5%
• Must be able to lift/carry up to 20 lbs. (reports, files, etc.)

Working Environment/Physical Hazards

• Potential exposure to blood borne pathogens and hazardous chemicals.
• Working environment- In a well-lighted and ventilated office/clinical setting.
• Physical effort- Mobility to visit all work sites. Visual acuity to observe health and safety concerns.

Office Equipment Used:

• Computer, cell phone
• Telephone, fax, copier, printer, scanner

Immunization:

Staff members must meet immunization requirements as stated in VGMHC's immunization policy and state and federal guidelines.

Job descriptions represent a general outline of the essential and major job duties, functions and qualifications required. They cannot be all-inclusive and comprehensive due to the dynamic nature of work performed to accomplish VGMHC's Mission.

VGMHC is an Equal Opportunity Employer. No person is unlawfully excluded from consideration for employment because of race, color, religious creed, national origin, ancestry, sex, age, veteran status, marital status, or physical challenges. The policy applies not only to recruitment and hiring practices, but also includes fairness in placement, promotion, transfer, rate of pay, and termination.