InterMed, P.A.

The Supervisor is responsible for overseeing the daily operations of the Central Intake Clinical Care Representative team, including guidelines/protocols, processes, metrics adherence, call flows, and technical support. The Supervisor is responsible for leading and providing feedback to aid Clinical Care Representatives in meeting/exceeding performance expectations and the needs of our patients. ESSENTIAL FUNCTIONS - Directly supervises clinical staff - Coordinate training with the Clinical Educator and Department Coordinator for new staff members within department - Works with the Quality Analyst and Clinical Educator to perform initial and regular competencies and quality reviews of clinical staff to assure clinical standards are met and maintained - Evaluates staff performance and effectiveness and facilitates quarterly meetings with individual staff to discuss performance and goals or on an as-needed basis more frequently. - Mentors and counsels staff to include progressive disciplinary actions - Acts as first line resource for Clinical Care Representative staff and assists with escalated patient issues - Monitor call center metrics based on call volumes, average speed to answer, abandonment rate and service levels. - Utilizes analytical tools and data-centric thinking to evaluate and inform decisions regarding daily operations and Clinical Care Representative performance. - Focus on ensuring patient satisfaction, compliance, and efficiency - Perform duties of a Clinical Care Representative when required such as during peak volume timeframes - Evaluates workloads, patient flow and efficiencies and collaborates with Practice Manager, Department Coordinator and Clinical Educator on improvements - Acts as first line resource for IT issues - Collaborate with Clinical Educator to coordinate a competency structure for staff to include program development, content, assessment, documentation, and maintenance of training records - Collaborates with Clinical Educator and Department Coordinator to develop and implement new programs and processes to better serve our patients and team members - Provides coverage for Practice Manager and Department Coordinator in his/her absence (blocks, reschedules, On-Call) - Conducts Clinical Care Representative staff interviews and is involved in hiring decisions. JOB REQUIREMENTS - Bachelor’s degree desired, preferably in nursing or healthcare - Successful completion of RN program; unencumbered Maine RN license - Minimum 2 years supervisory experience in a clinical setting preferred - Call Center experience preferred - Proficiency in MS office applications; Word, Excel, Power Point, Outlook - Excellent analytical skills, professional judgment and decision-making ability - Proven Leadership skills - Excellent communication skills both oral and written - Ability to foster an enhanced team environment - Ability to prioritize, organize, and plan work independently - Committed to excellence in customer service and clinical care