Medical Center Supervisor

Job Location: Palm Beach - Boca Raton - Boca Raton, FL 33486

Position Type: Full Time

Travel Percentage: Up to 5%

Job Shift: Any

Job Category: Clinical Operations

“Sanitas is a global healthcare organization expanding across the United States. Our services include primary care, urgent care, nutrition, lab, diagnostic, health care education and resources for our patients. We strive to attract professionals who believe in our mission, vision and are dedicated to the service of our patients and their families creating a memorable experience through compassion, respect, and kindness.”

The Medical Center Supervisor will be in charge of the successful management and operation of medical practices to include all specialty disciplines and clinic sites. They provide all medical specialists with resources necessary to meet the needs of patients and meet the financial objectives of the practice and group. Management and Leadership skills are essential to the success of this position.

The main focus of the Supervisor is to support a team of highly qualified and dedicated staff to provide quality medicine while creating and maintaining the “Sanitas Culture” for patient care.

• Patient Experience - Achieve NPS (Net Promoter Score) goal. Physical presence in the waiting room during operating hours. Informing patients of any delays beyond appointment time. Make sure that patients leave informed of all their next steps and care treatment. Talks to patients randomly to ask about their experience and identifies promoters for Google reviews.
• Deescalate potential patient complaints – those patients that seem inpatient and/or had a bad experience.
• Reduces the complaints ratio (per 500 visits). Address the complaints. Identifies causes to avoid future similar complaints.
• Increases Social Media reviews.
• Scheduling - Ensures appointment availability per provider and center meets established goals. Reviews and coordinates action plan with providers and/or medical director/lead to resolve any challenges with appointment availability.
• Pre-Visit - Leads daily Huddles with clinical and operational staff. Ensures clinical and administrative Pre-Visit Planning Completion.
• Visit - Ensure PCP Visits satisfaction. PCP Cycle time:
  Total time a patient spends in the medical center from check-in until check-out for PCP visits. Optimize utilization of the providers. Achieves Access Metrics goals. Reduces No-Show rate. Monitors that operational processes like check in and check out are followed according to established workflows and requests training for staff if necessary. Reduces patient's cancellations. Ensures referrals and HIM processes are followed according to established workflows.
• Urgent Care - Ensures patient satisfaction and operational excellence during UC Visits.
• Laboratory - Ensures patient satisfaction and operational excellence during LAB Visits.
• Diagnosing Imaging - Ensures patient satisfaction and daily operational excellence during DI Visits and with DI techs. Ensure the best use of the Installed Capacity and its utilization in the DI Service. Coordinates with the DI transversal lead the plan to improve LAB service results and performance. Ensure patient navigation between medical centers, Keralty Hospital and Preferred DI Centers Network. Ensures goals accomplishment at the regional level.
  
  Structure action plan between OM and Regional to achieve defined KPI goals set forth by DI leadership. Management of eCW schedules by OM. Management of day-to-day tech schedules, payroll and PTO requests. Collaboration with DI leadership and OM for HR dept needs and budgets based on reported volume and growth.
• Telephone Encounters - Assures Telephone Encounters buckets are addressed daily within 24 hours.
• Human Resources - Ensures required staffing for Clinical Ops positions are met based on budget needs. Monitors and approves OT only as necessary vs budget. Identifies and Recognizes employee of the month based on patient experience, patient feedback, staff feedback and performance. Strives and promotes Teamwork. Assures dress code company policy is followed according to guidelines - orders uniforms for staff.
  
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