Keck Medical Center of USC
Supervisor, Clinic (Contact Center) - LV Durango Family Medicine Clinic
Keck Medical Center of USC, Las Vegas, Nevada, us, 89105
Performs complex and varied administrative and clinical assignments. Serves as a personal contact for physicians, staff, and outside departments in order to address problems, issues or concerns that require attention. Assists in management of clinical unit operations. Reports to the Clinic Manager of the Department. This position supervises clinical staff, including Support Coordinators, Medical Assistants, and LVNs.
The Clinical Contact Center (CCC) Supervisor provides leadership, coaching, development, and support to their CCC team as they field calls from clients/patients. The CCC Supervisor will be responsible for identifying training and performance needs, monitoring phone and work queue performance, developing action plans for improving and sustaining team performance as well as participating in and completing special projects as assigned. They will work closely with clinic partners and serve as an escalation point for providers and clinical staff. They will be responsible for ensuring that Health Center and Contact Center policies are followed as well as helping to identify and execute changes in policy and procedure. The CCC Supervisor is expected to set the example of living the Keck Medicine of USC values. This position will report to the Clinic Manager of the Las Vegas Health Center. This position supervises clinical staff, including Medical Assistants and Non-Nursing Care Coordinators and Schedulers.
Essential Duties:
Serves as Clinic Supervisor. Supervises at least two full-time staff or the equivalent, coordinates personnel actions, including, but not limited to performance evaluations, time-off requests, staff disciplinary actions, hiring, and terminating staff.
Manages and oversees a team of Clinical Contact Center Staff, measures KPIs like inbound calls, call waiting, and call abandonment. Improves quality of results by recommending changes.
Generates Staff Assignments. Arranges for staff coverage as needed.
Trains all clinical staff to ensure compliance with Ambulatory policies.
Oversees Special Programs/Projects for the Department.
Acts as liaison between supervisor and his/her subordinates for communicating information, assignments, priorities and special requests. Monitors status of pending items and follows-up, as needed.
Promotes security by alerting appropriate personnel for safety, fire and other unsafe situations. Reports any unusual occurrences to supervisor. Responds to emergency situations using standard emergency protocols and procedures.
Participates in monitoring and evaluating the quality and appropriateness of patient care. Contributes objective data regarding performance of other clinical staff members, as requested.
Maintains a safe environment in accordance with standards, policies and safety regulations. Ensures compliance with infection control policies.
Coordinates staffing to ensure breaks and meal periods are covered. Provides coverage as needed.
Schedules clinic appointments.
Perform other duties as assigned.
Required Qualifications:
High school or equivalent
Lead or Supervisory experience.
Clinical & Office management combined with experience in general administration required.
Organization/time management skills.
Demonstrates ability to utilize effective, appropriate and diplomatic oral and written communication skills.
Must be comfortable with computers and medical terminology.
Must have in depth knowledge of all insurance types, including government health programs.
Preferred Qualifications:
Specialized/technical training Medical Assistant Diploma/Certificate from an accredited program required.
Call Center and Customer Service Experience.
Required Licenses/Certifications:
Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)
Basic Life Support (BLS) Healthcare Provider from American Heart Association.
The annual base salary range for this position is $52,000.00 - $82,560.00. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.
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The Clinical Contact Center (CCC) Supervisor provides leadership, coaching, development, and support to their CCC team as they field calls from clients/patients. The CCC Supervisor will be responsible for identifying training and performance needs, monitoring phone and work queue performance, developing action plans for improving and sustaining team performance as well as participating in and completing special projects as assigned. They will work closely with clinic partners and serve as an escalation point for providers and clinical staff. They will be responsible for ensuring that Health Center and Contact Center policies are followed as well as helping to identify and execute changes in policy and procedure. The CCC Supervisor is expected to set the example of living the Keck Medicine of USC values. This position will report to the Clinic Manager of the Las Vegas Health Center. This position supervises clinical staff, including Medical Assistants and Non-Nursing Care Coordinators and Schedulers.
Essential Duties:
Serves as Clinic Supervisor. Supervises at least two full-time staff or the equivalent, coordinates personnel actions, including, but not limited to performance evaluations, time-off requests, staff disciplinary actions, hiring, and terminating staff.
Manages and oversees a team of Clinical Contact Center Staff, measures KPIs like inbound calls, call waiting, and call abandonment. Improves quality of results by recommending changes.
Generates Staff Assignments. Arranges for staff coverage as needed.
Trains all clinical staff to ensure compliance with Ambulatory policies.
Oversees Special Programs/Projects for the Department.
Acts as liaison between supervisor and his/her subordinates for communicating information, assignments, priorities and special requests. Monitors status of pending items and follows-up, as needed.
Promotes security by alerting appropriate personnel for safety, fire and other unsafe situations. Reports any unusual occurrences to supervisor. Responds to emergency situations using standard emergency protocols and procedures.
Participates in monitoring and evaluating the quality and appropriateness of patient care. Contributes objective data regarding performance of other clinical staff members, as requested.
Maintains a safe environment in accordance with standards, policies and safety regulations. Ensures compliance with infection control policies.
Coordinates staffing to ensure breaks and meal periods are covered. Provides coverage as needed.
Schedules clinic appointments.
Perform other duties as assigned.
Required Qualifications:
High school or equivalent
Lead or Supervisory experience.
Clinical & Office management combined with experience in general administration required.
Organization/time management skills.
Demonstrates ability to utilize effective, appropriate and diplomatic oral and written communication skills.
Must be comfortable with computers and medical terminology.
Must have in depth knowledge of all insurance types, including government health programs.
Preferred Qualifications:
Specialized/technical training Medical Assistant Diploma/Certificate from an accredited program required.
Call Center and Customer Service Experience.
Required Licenses/Certifications:
Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)
Basic Life Support (BLS) Healthcare Provider from American Heart Association.
The annual base salary range for this position is $52,000.00 - $82,560.00. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.
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