"Allied Health Intermediate Supervisor"

Supervises the operational activities of a three clinics within the Kellogg Eye Center - Ann Arbor ACU. Maintains compliance with regulatory agencies. Develops or modifies operational practices, consistent with established standards. Recommends the procurement and applicability of new equipment and supplies. Prepares technical clinical assignments. Plans and conducts in-service training programs for trainees and new staff members (both clerical and clinical). Assures compliance with affirmative action and safety programs. Provides supervision to 20+ staff members with titles ranging from Patient Services, Medical Assistants and Ophthalmic Technicians. Management duties include interviewing, selecting and training of employees; setting and adjusting their rates of pay and hours of work; planning and directing their work; appraising their productivity and efficiency for the purpose of recommending promotions or other changes in their status; handling their complaints and grievances and disciplining when necessary. Management responsibilities include the authority to hire, fire or promote assigned employees or make recommendations that are given particular weight.

The Allied Health Intermediate Supervisor with lead, manage and grow their respective clinic(s) and team members in the following areas:

Customer Service: Assist in patient related issues by actively listening to the patient's needs, offering assistance and ensuring customer satisfaction. Respond quickly and act professionally and appropriately in stressful situations. Provide the highest level of patient recovery skills. Take ownership of complaints or problems and see them through. Maintain patient rights in the accordance with institutional policies by demonstrating respect for the individuality and wishes of others, honoring cultural and religious differences, maintaining confidentiality of information and demonstrating ethical behaviors based on honesty, fairness and equity. Assist with workflow in unit to ensure proper service levels are met.

Personnel: Schedule staff appropriately to cover all clinical and clerical areas. Approve PTO requests based on available staffing. Record biweekly time and approve preceding end of pay period. Send staffing changes to payroll for monitoring. Monitor and record unscheduled absences, apply progressive discipline policies regarding attendance according to department guidelines. Conduct annual performance evaluations. Document and discuss staff behavior and work performance issues.

Training/Quality Assurance: Assist in training, documentation of training, and developing training material, according to departmental expectations for each respective role. Coach staff in problem solving, developing expertise, and finding resources for information. Arrange for staff to attend mandatory mLearnings as scheduled. Monitor staff performance using data from direct observation and other means. Do additional training as needed. Assure that Quality Assurance activities are completed in a timely manner, including monthly regulatory and compliance audits. Assist in development and administration of annual competency assessment of employees. Assist in writing and updating procedure manuals. Develop and implement QA activities.

Communication: Communicate information to staff, providers and clinical leadership using e-mail, memos, postings, etc. Conduct weekly staff meetings and run daily safety huddles. Participate in meetings with Supervisor and other Clinic Coordinators.

Planning and implementation of new procedures: Participate in planning for and implementing new process and workflows, including template updates, clinic optimization and updating standard procedures. Contribute ideas and help implement reorganization to improve workflow.

Professional Development: Attend High Reliability courses, clinical leadership meetings, and Medical Director meetings that contribute to both personal and clinic growth. Use skills and resources to improve performance as clinic supervisor.

Required Qualifications:

• High school diploma or GED
• 5+ years of progressively responsible experience in health care
• Knowledge of basic medical terminology
• Demonstrated ability to lead a team or project
• Experience facilitating and coordinating a patient's continuum of care, as well as identifying and recommending appropriate resources available
• Exceptional interpersonal skills and ability to work well within a team setting
• Communicates effectively
• Demonstrates active listening, written, verbal and information technology skills

Preferred Qualifications:

• Associates or Bachelor's Degree
• Experience or knowledge in the field of ophthalmology
• Previous experience with MiChart (Epic) or other electronic health records (EHR)
• Experience working within a large, complex, health care setting
• Proficient in programs and applications for reporting of metric data
• Previous leadership/management experience
• Familiarity with Michigan Medicine policies and guiding principles that promote Caring, Teamwork, Integrity, Innovation and Inclusion