Position Title: Supervisor LPN or Medical Assistant (Urgent Care)

Location: Hopkinton, MA

Time Type: Full time

Remote Type: On-site (100% Onsite)

Job Category: Nursing, Patient Services & Internships

Job Family: Nursing

Job Type: Regular

Req ID: R26101476

Description:

Are you an internal caregiver, student, or contingent worker/agency worker at UMass Memorial Health? CLICK HERE to apply through your Workday account.

Exemption Status:
Exempt

Hiring Range:
$41,974.40 - $96,428.80
Please note that the final offer may vary within this range based on a candidate’s experience, skills, qualifications, and internal equity considerations.

Schedule Details:
Sunday through Saturday

Scheduled Hours:
40 hr hybrid position

Shift:
1 - Day Shift, 12 Hours (United States of America)

Hours:
40

Cost Center:
34000 - 7001 Hopkinton Urgent Care

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

Everyone Is a Caregiver

At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

Under the direction of the Director of Operations, the Urgent Care Supervisor/LPN provides guidance and acts as a general resource to staff and providers at their location. The Practice Supervisor/LPN monitors employee activities, answers employee questions and provides support to ensure the employee has the tools needed to perform their job efficiently. They are responsible for ensuring that patient care is at the forefront at all times. As well, they are responsible for ensuring employees receive adequate break times to provide a caring and productive environment for the team.

I. Major Responsibilities
The main goal of this position is to ensure patient care is priority and to manage a team of employees by providing constant feedback and communicating the company’s goals. Some of their primary day-to-day responsibilities include:
• Responsible for ensuring all supplies are available in exam rooms and read charts for each patient visit, ensuring all test results are in the chart.
• Responsible for escorting and communicating with patients, confirming reasons of visit, verifying patient information and ensuring all documentation pertinent to the patient interview is included in chart.
• Accurately perform vital signs, recognize normal ranges and communicate any abnormal readings to Provider, and document the chart.
• Responsible for follow-up on patient calls related to prescription refills, test results, triage, and other medical questions, within nursing scope.
• Coordination of testing or consultations ordered by Provider as well as ensure patient has appropriate paperwork, directions and necessary instructions for same.
• Responsible for drawing blood as ordered by Provider using appropriate needles/methods, as well as following OSHA and MRPG protocols.
• Administer medications, vaccines, and injections within LPN scope of practice.
• Provide leadership to staff and set the standard for excellent patient care, aligned with nursing standards.
• Facilitate communication among Providers, management and staff.
• Ensure schedules are maintained for appropriate support of the operations and Providers.
• Manage a team of front office employees and the workflow of employees, create team schedules and delegate tasks.
• Responsible for blocking templates for unanticipated provider time-off, communicating with Practice Manager about changes.
• Responsible for reviewing Kronos (time clock) punches and any variations, including overtime “OT”, escalating concerns and updates to Practice Manager. (May approve timecards in the future.)
• Promote the strategic vision of the department and practice, meeting business goals, deadlines and ensuring performance standards are met.
• As assigned by Practice Manager, provide ongoing training, in collaboration with designated trainer. Assisting with training and on-boarding of new hires to make sure they understand their role responsibilities.
• As assigned by Practice Manager, may be involved in recruitment and interviewing, arrange office tours and provide their impression of candidate to Practice Manager.
• Function as EPIC super-user to support team.
• Perform general clerical duties (photocopying, faxing, mailing, emailing and filing) as required.
• Ensuring compliance with state vaccine and medication administration guidelines, and nursing scope regulations / Board of Nursing standards.
• Ordering of routine supplies within allowed budget.
• Perform periodic audits of standard workflows and monitor the volume of work being performed, may recommend changes to workflow and implement once approved by Practice Manager.
• Ensure that all HIPAA procedures are strictly followed.
• Supervisor will notify the Practice Manager of facility issues, IT/Phone issues. May be responsible for handling/coordinating any appointments to correct.
• Supervisor may be the first point of contact for patient concerns and will be required to follow-up with staff and gather details. Supervisor will escalate all patient complaints to the Practice Manager and/or Risk Management for resolution.
• Perform project-based work as assigned by Director of Operations.
• Supervisor will schedule monthly office meetings and participate in creating the agenda setting/presentation of workflows, etc.
• Participates in professional development activities, as required.

Competencies
• Demonstrate agility, adapting to changes within the work environment but also allowing employees to work in the way that suits them best in performing their assignments.
• Demonstrate an autonomous culture, being approachable for any questions from team and take ownership of their own responsibilities. Supervisor provides feedback as needed to employees.
• Promoting an inclusive environment, ensuring opportunities are available to all employees, ensuring each employee has the required tools to be successful in their position or for potential growth within the organization.
• Collaborative behavior, Supervisor should be receptive to feedback and input from their employees and peers. As well, be receptive to suggestions and direction from the Practice Manager. Always promoting a team environment.
• Empathetic behavior, understanding employee and patient needs, while maintaining professionalism and boundaries.
• Innovative behavior by displaying initiative and creativity in problem solving. Finding opportunities for improvement in efficiencies and effectiveness of the workflow and procedures, etc.
• Motivating the team through building a professional rapport, leading by example.
• Demonstrated competency of being a critical thinker in resolving problems.
• Clinical judgment and prioritization skills.
• Understanding nursing practice regulations.
• Ability to oversee clinical compliance and infection control within nursing scope.

Supervisory Responsibilities
• Be knowledgeable of billing procedures and purchasing protocols.
• Supervise and develop staff regarding service expectations, policies, procedures, products, systems and medical billing transactions.
• Disseminate company information and discuss operational issues, as appropriate.
• In collaboration with Practice Manager, provide feedback for performance appraisals and disciplinary notices.
• Managing difficult situations with team members, at times de-escalate patient issues - providing them with a resolution within an acceptable time frame.
• Maintain the highest level of confidentiality with all information obtained.
• Comply with all department and company policies, procedures and regulations, for example: Code of Conduct, Compliance, Anti-Harassment, HIPAA policies and Patient Identification Program(s) and ensuring due diligence related to the accuracy of all transactions and interactions.
• Act as backup for other team members.

II. Position Qualifications
License/Certification/Education:
Required:
1. High School Diploma or G.E.D.
2. Current Licensed Practical Nurse (LPN) license in Massachusetts
3. CPR/BLS Certification
Preferred:
1. Urgent Care or ambulatory nursing experience

Experience/Skills:
Required:
1. Minimum 1 year of nursing experience. Strong medical terminology, computer and keyboarding skills required, EPIC system, general patient care, (rooming patients, collecting vitals, performing point of care testing, injections/vaccinations, EKGs etc.), within nursing scope.
Preferred:
1. 1 year Office Supervisor/Management experience, Microsoft Office, Phlebotomy.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We’re striving to make respect a part of everything we do at UMass Memorial Health – for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentacquisition@umassmemorial.org. We will make every effort to respond to your request for disability assistance as soon as possible.

About Us:

At UMass Memorial Health, everyone is a caregiver. No matter their responsibilities or title, every employee or "caregiver" fills an important role for our patients and their families every day. Who is a caregiver? It's not just the person who delivers the care. It's all the people who make it work ... and make it better. Caregivers give everything that helps patients heal, from expertise to extra attention. They give clean, comfortable rooms. Fast, accurate answers. And an easier, less stressful experience. They give warm, reassuring smiles, and helping hands. We are more than 16,000 employees, working together as one health system in a relentless pursuit of healing for our patients, our community and each other. And everyone, in their own unique way, plays an important part, every day.