Supervisor Clinic Operations - Palliative Care in Coupeville, Washington at Whidbey General Hospital

JOB SUMMARY

The Supervisor Clinic Operations supports the mission of providing quality healthcare to the patients of WhidbeyHealth and Clinics by working in tandem with the department leadership to provide an optimal patient care experience and supporting the department staff in creating an enjoyable and productive work environment in the following specialty area Palliative Care. . The Supervisor is a subject-matter expert for their specific functional area and will act as a first point of contact for service and support employees and customer or patient questions or concerns. The Supervisor Clinic Operations will exemplify the Corporate Values and Standards of Behavior of WhidbeyHealth, exhibiting model behavior and operating at the highest performance standards. The Supervisor will assist in creating a seamless experience for our patients and will work collaboratively and respectfully with other department to include leadership staff, employees, medical staff and volunteers.

Responsibilities include oversight of daily operations, employee schedules, timecards, customer service and patient satisfaction under the direction of the Manager / Director. The Supervisor Clinic Operations will have a basic understanding of physician practices, including personnel management, clinic operations, financial metrics and patient copays in addition to being responsible for aspects of billing and office accounting. This position will assist with interviews, training, evaluations and mentoring of service and support staff. The supervisor will maintain excellent interpersonal relations with all providers, clinical and hospital staff.

PRINCIPLE FUNCTIONS include the following, other duties may be assigned:

Works cohesively with the department Clinical Operations Supervisor and the Department Director to provide quality patient care in the area of Palliative Care.

Practice Operations and Clinic Support

• Oversee daily clinic operations to ensure efficient patient flow, timely scheduling, and optimal resource utilization.
• Develops and manages patient scheduling templates, on-call provider schedules, and telehealth coordination.
• Provides operational and workflow support to providers and staff.
• Maintains an expert level working knowledge of front-end revenue cycle functions, including registration, insurance verification, authorizations, copays, and billing workflows.
• Serves as a liaison with coding, billing, and financial services to ensure accurate and timely revenue capture.
• Acts as liaison between providers, coding, financial services, IT, and other departments.
• Conducts regular service and support staff huddles.
• Completes administrative support duties as needed based on staffing levels.

Reporting & Compliance

• May prepare and analyzes weekly/monthly reports on patient volumes and departmental metrics.
• Supports and ensures compliance with regulatory and accreditation standards (if applicable).
• Participates in audits and ensures adherence to reporting and documentation requirements.
• Reports incidents in alignment with Quality and Risk Management policies.
• Maintains a safe, clean, and compliant work environment.

Personnel Management

• Supervises service and support staff, fostering a culture of accountability, teamwork, and high performance.
• Manages staff schedules in accordance with union contracts, and organizational policy ensuring adequate coverage and operational efficiency.
• Reviews and approves timecards; monitors overtime and payroll processes for accuracy and budget adherence.
• In collaboration with department director, manage recruitment, interviewing, hiring, onboarding, and training of service and support staff.
• Conducts regular staff meetings, coaching sessions, and performance evaluations in alignment with HR policies and union requirements.
• Develops training materials and provides orientation and ongoing education, including annual competency assessments.
• Holds staff accountable to departmental and clinical metrics through routine audits and performance management as applicable.
• Recognizes and reinforces strong performance; addresses performance concerns in collaboration with leadership.

Patient Experience & Service Excellence

• Serves as a first point of escalation for patients, providers, and service and support staff concerns; ensures timely and effective resolution.
• Promotes a culture of exceptional customer service and patient-centered care.
• Identifies opportunities to improve patient access, communication, and overall experience.

Problem Solving and Collaboration

• Utilizes sound judgment and decision-making to resolve issues involving service and support staff, providers, and patients.
• Acts as a liaison across departments to support coordination, communication, and problem resolution.
• Represents the department in meetings and contributes to operational and strategic initiatives.

Systems & Process Improvement

• Serves as the department lead and primary point of contact for ambulatory EMR workflows, partnering with IT to coordinate issue resolution, optimize system functionality, and support efficient clinical and operational processes.
• Identifies, develops, and implements policies, procedures, and standard work to improve efficiency and consistency.
• Utilizes data, audits, and performance metrics to drive continuous improvement initiatives.

Collaboration & Communication

• Serves as a key liaison between providers, staff, administration, and ancillary departments.
• Communicate operational updates, process changes, and organizational initiatives effectively to staff.
• Participate in departmental and organizational committees as assigned.

Policy & Standards Compliance

• Ensures adherence to all WhidbeyHealth policies, procedures, union contracts, and clinical service standards.
• Supports leadership in enforcing policies and maintaining consistent operational and clinical practices across the department.

Outlined below are the interpersonal communication expectations for all Supervisors:

• Possesses a clear, supportive communication style, able to provide constructive feedback to co-workers with the goal to develop the individual performance of each employee.

• Perceptive to the needs of others and able to modify the communication style based on the individual.
• Listens to new ideas with an open mind and supports change.
• Able to engage in dialogue when viewpoints differ and support the process of identifying solutions.
• Takes initiative to identify opportunities for improvement and is skilled in mining for ideas in others.
• Seeks opportunities to celebrate the achievements of co-workers and to recognize success.
• Able to provide training to new employees based on the individual needs of the new hire and modifies the training process as needed.

JOB KNOWLEDGE & QUALIFICATIONS

Education

• Highest level of education completed, minimum high school diploma or equivalent required.
• Completion of an accredited degree program or degree in healthcare or business preferred.
• Associate’s degree or higher preferred.

Training and Experience

• At least three (3) to five (5) years of increasing responsibility and leadership in a clinic or provider office environment strongly preferred, including oversight of staff.
• Advanced Knowledge of computer programs related to patient care.
• Ability to read, analyze and interpret financial, and general business reports.
• Ability to manage time and workload effectively which includes planning, organizing, and prioritizing with attention to details with little supervision.
• Ability to use sound judgment including maintaining confidentiality.
• Ability to communicate effectively, verbally and in writing with staff, patients, Providers and leadership.
• Ability to establish and maintain positive relationships with staff and Providers. Ability to train, educate and mentor staff.

Certificates, Licenses, Registrations

N/A