Clinic Staff Supervisor, Las Colinas

Why UT Southwestern?

With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the #1 hospital in Dallas-Fort Worth for the sixth consecutive year, we invite you to continue your healthcare career with us at William P. Clements Jr. University Hospital. You’ll discover a culture of teamwork, professionalism, and consistent opportunities for learning and advancement into leadership roles

UT Southwestern is honored to be a Veteran Friendly work environment that is home to approximately 800 veterans.  We value your integrity, dedication, and the commitment you’ve made to our country.  We’re proud to support your next mission. 

To learn more about the benefits UT Southwestern offers visit https://www.utsouthwestern.edu/employees/hr-resources/.

Summary

Works under limited supervision to provide complex operational support for, and supervision of, clinic staff services in patient care setting.

Experience and Education

High school graduation or equivalent and three (3) years’ experience at the level of CSA II or equivalent performing in patient care front office or back office environment (in areas such as admitting, insurance verification, billing, and scheduling), including one year in a lead role; or Bachelor’s degree in related field and one (1) year experience performing in a patient care front office or back office environment (in areas such as financial counseling, admitting, insurance verification, billing, and scheduling), including one year in a lead role.

Job Duties

Human Resources:

1. Supervises all levels of Clinic Staff Assistants (CSA staff), Clinic Staff Coordinator(s), and other reporting staff roles as assigned to ensure appropriate policies and procedures are followed.                         
2. Participates in staff recruitment and hiring decisions.
3. Ensures that staff receive complete orientation to work area with regular feedback sessions during probationary period.
4. Ensures training and supervision of staff, giving appropriate, timely feedback regarding problems or issues.
5. Conducts and participates in performance evaluations.
6. Oversees staff development, such as continuing education, cross-training, and preceptorship opportunities. 
7. Conducts and participates in staff disciplinary action and development of performance improvement plans.
8. Leads staff engagement and institutional survey responses.

1. Management of staff time off requests and correlating coverage of responsibilities.

Clinic Operations:

1. Oversight of daily clinic operations and monitoring of schedule utilization, provider template opportunities, appointment confirmations to facilitate patient appointments.
2. Coordinate daily staff assignments to ensure clinic is staffed appropriately.
3. Provide oversight of appropriate appointment scheduling to ensure a timely manner in accordance to medical necessity.
4. Support Clinic Leadership in continued maintenance of scheduling technical functions including provider templates, scheduling protocols, decision tree specifics.
5. Monitor CSA and clerical staff productivity including work queues, reports, dashboards.
6. Facilitate patient communications including appointment attendance and other automated communications.
7. Ensure appropriate cash and time of service payment management according to intuitional policies including cash security, check collection, and credit card authorization.
8. Conduct quality assurance audits including HIPAA review and recorded call customer service.

Patient Experience:

1. Ensure excellent forward-facing customer service.
2. Facilitate service recovery to deescalate and resolve potential customer issues.
3. Manage scheduling and coordination of care with specialty referring offices such as urgent requests, same day appointment requests, and other high-profile scenarios.
4. Conduct necessary staff trainings to provide exemplary customer service.

Leadership:

1. Ensure strong partnership with all centralized services that support clinic operations, including Access Center, Referral Management, and Revenue Cycle teams.
2. Model professional behavior consistent with institutional PACT standards.
3. Participate in institutional initiatives; attend meetings and trainings, and workgroups.  
4. Be a change leader; supportive of change to implement new initiatives and participate in performance improvement projects.  

Performs other duties as assigned.

 Knowledge, Skills & Abilities

1. Work requires ability to relieve manager of administrative duties, which may include functioning as liaison.
2. Work requires ability to coordinate and work independently.
3. Work requires proficient knowledge of computers and office equipment.
4. Work requires ability to communicate effectively with internal and external contacts on policies and procedures.
5. Work requires ability to work with confidential information on daily basis.

Working Conditions

Work is performed primarily in general office/clinic area.

Security

This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information

UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community.  As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.  To learn more, please visit:  https://jobs.utsouthwestern.edu/why-work-here/diversity-inclusion/.