Supervisor, Clinical Office - Program in Physical Therapy

• →Monitors and directs patient flow throughout day and makes “just-in-time” staffing adjustments to best meet the needs of patients and the organization.
• →Oversees development of standard processes and standard work, daily staff functions of co-payments, supply tickets, scheduling, processing of medical records requests, daily patient visit preparation, patient and provider cancellation communications and lists, and check-in/check-out.  
• →Reviews schedule utilization, provider waitlists and referral work queues to optimize patient scheduling.
• →Serves as a patient advocate and handles patients’ complaints/concerns with immediate response and action.
• →Escalates issues to Clinical Practice Manager, WashU Physical Therapy leadership, Risk Management, and other key stakeholders, related to potential risk management issues involved in patient care.  Responsible for compliance with all current patient rights and informed consent issues in outpatient area.
• →Ensures all HIPAA guidelines are followed and implemented in clinic.
• →Plans and participates in the recruitment, selection, and retention of quality staff. Interviews and hires applicants. Develops new staff orientation training materials and schedules. Educates/trains new and existing staff to assure competence in all support functions. 
• →Promotes teamwork and a spirit of cooperation amongst the staff in support of each other and all stakeholders including patients, providers, visitors, and staff. 
• →Facilitates team huddles and conducts regularly scheduled staff meetings. Escalates issues for awareness or needed support, informs clinical practice team of updates related to front desk, scheduling, and overall clinic operations. 
• →Supervises the performance provided by the staff and actively coaches and counsels staff to exceed expectations. Conducts performance evaluations and oversees work schedules and time records to ensure compliance and mitigate overtime. Monitors staffing assignments and coordinates coverage for clinical staff positions.
• →Maintains competence in relevant job duties up to and including registration, reception, master scheduling, call center scheduling, referral retrieval, and all other job duties performed by supervised staff.
• →Ownership of clinical operational metrics (access, productivity, patient experience, referral management, no-shows, schedule utilization, etc.) and report outs on KPIs and clinical performance scorecards. Conducts root cause analysis to support continuous process improvement, identify tactics and support development and implementation of standard work.
• →Arranges work-study student schedules and training. Ensures availability of tasks to complete and concise plan of required duties.
• →Coordinates supply inventory to assure the availability of needed office and patient care supplies and the maintenance of appropriate inventory levels. Monitors equipment for all needed maintenance and repairs. 
• →Supports Clinical Operations Manager in forecasting supply usage, cost, quality, and other special projects as needed. Assist with annual supply and other expenditure budget process; responsible for regular monitoring of expenses to ensure the practice(s) remain within budget.
• →Back up for front desk and scheduling hub staff during high volume times or staff vacation and illness.  Attend applicable meetings as identified related to clinic operations, including other duties as assigned.

Job Location/Working Conditions

• Normal office environment.
• Patient care setting.

Physical Effort

• Typically sitting at desk or table.
• Repetitive wrist, hand, or finger movement.
• Occasional lifting (25 lbs. or less).
• Occasional lifting (25 - 50 lbs.).

Equipment

• Office equipment.
• Simple hand tools.
• Clinical/diagnostic equipment.

• High school diploma or equivalent high school certification, related work experience in medical insurance setting with supervisory experience or equivalent education and experience.

• Basic Life Support certification (Online BLS certifications, those without a skills assessment component, are not sufficient to meet the BLS requirement).

• Bachelor's degree with a minimum of 5 years related experience in a medical practice environment with oversight of clinical operations.

• Thorough knowledge of medical terminology and clinical practice workflows.

• 2 years' supervisory/management/leadership experience.

• Ability to recognize, analyze, and report trends through accounting, organizational, and financial skills with a minimum of 5 years related experience.  

• Proven experience in managing a team in a busy environment.

• Ability to handle confidential matters discreetly.

• Strong interpersonal, communication, and customer service skills.

• Capable of greeting patients, visitors, faculty, staff, and learners in a professional and courteous manner.

• Ability to work independently and within a team, multi-task, and follow through on assignments in a timely manner.

• Detail-oriented, accurate, and thorough.

• Organization and time management skills are necessary with the ability to prioritize a multifaceted workload and handle a variety of responsibilities in a flexible manner.

• Knowledge and use of general office machines as well as computer knowledge/skills to include word processing (Word), spreadsheet (Excel), Internet, e-mail, EPIC, EMR scheduling with Master scheduling preferred.

• Experience with Medicare and managed-care guidelines.

For frequently asked questions about the application process, please refer to our External Applicant FAQ.

If you are unable to use our online application system and would like an accommodation, please email CandidateQuestions@wustl.edu or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.