Major Responsibilities:

Responsible for direct and in-direct patient care, (Clinical responsibilities vary based upon department specialty.)

• Provides clinical coverage as needed by patient volume or workflow.
• Assists in direct patient care activities, (which could include office procedures, triage, etc.)
• Assists with indirect patient activities, (which could include incoming calls, scheduling appointments, orders tests, etc.)
• Serves as an advocate and liaison between patients, staff, physicians, and external customers by sharing necessary information to ensure continuity of care.
• Maintains productivity levels as outlined in departmental standards and goals.

Responsible for daily team operations, staffing schedules and works to ensure overall work standards and goals are achieved.

• Ensures high flexibility of staff to minimize downtime and allow for job rotation while ensuring that effective work balance in the team is maintained.
• Coordinates staffing schedule and works to address staffing issues providing for coverage when warranted.
• Carries out process audits to confirm maintenance of standard work.
• Carries out 6S audits.
• Actively seeks to drive waste out of the process.
• Ensures visual management is maintained and shares feedback with team members regularly.
• Engages and encourages associates while executing process improvement initiatives.

Under the direction of the department head, manages direct reports’ orientation, training, and performance. Upholds clinic policies and serves as a role model by acting in a manner consistent with Behavior Expectations.

• Ensures direct reports meet daily, monthly, and annual accountabilities as depicted by position job description and department procedures.
• Knowledgeable of direct reports accountabilities as outlined in their job description and as they relate to position work standard.
• Motivates staff, provides praise and constructive feedback to elicit high levels of productivity.
• Provides direction to associates regarding accountability for their actions through verbal counseling, communicating the course of action to the supervisor.
• Conducts or participates in annual associate performance reviews; including one-on-one associate conference to clarify results, encourage development and/or explain performance plans and compensation.
• Verifies licensure/certification of direct reports to ensure clinical compliance, (RN, LPN, CPR, ARRT, ARDMS, etc.) views original, copies and forwards to HR.
• Monitors and ensures compliance with annual competencies, HIPAA, Safety Training, Business Conduct, and OSHA.
• Responsible for the department orientation and training of new associates under their direction. Conducts ongoing assessment of orientation and training effectiveness, adjusting as appropriate.
• Evaluates the need for and develops team/individual training sessions to reinforce standardization, flexibility, and build new skill sets.
• Under the direction of the department supervisor/manager, conducts hiring, correction and termination activities of direct reports and maintains strict confidentiality standards.
• Understands and acts in support of department work standards, procedures, initiatives, and continuous process improvement to positively impact Key Result Areas and guides direct reports as appropriate.
• Consistently recognizes problem situations that require action and proceeds accordingly in a calm, professional manner, demonstrating strong customer service, effective conflict resolution and service recovery skills.
• Conducts team meetings/huddles; as scheduled or necessary.
• Ensures regular communication of clinic, site, and department information to team as necessary or appropriate.

Supports supervisor / manager in a variety of department / administrative functions as directed.

• Creates and maintains essential data and files to provide for department reports as directed by manager/supervisor, (i.e., Budget/finance, staffing, inventory).
• Provide consistent feedback on overall operations of department(s) to their direct supervisor/manager.
• Coordinate preventive maintenance and on-demand service for all equipment, as applicable.
• Delegate problems through proper channels and follows through to seek completion.
• Attend and assist with department meetings.
• Monitor and maintain an appropriate supply inventory and coordinate ordering of supplies on a routine or as needed basis.
• Promote cost reduction targets within the team.
• Perform additional tasks as assigned.

Self-Development

• Consistently manages time and demonstrates resource management skills effectively to complete daily activities.
• Maintains licensure/certification(s).
• Completes clinic competencies as required.
• Maintains general knowledge of clinic and department policies, procedures and standards. (i.e., Documentation Policy, Attendance Policy, etc.)
• Participates in developmental/skills training.

Education/Experience Required:

• Graduate of an accredited healthcare program relating to hiring department, or one year experience in related medical department.
• One year DMC associate, preferred CMA
• Graduate from an accredited school with a clinical externship for CMA training.
• High school diploma or equivalent.

Knowledge, Skills & Abilities Required:

• Demonstrated effective communication and interpersonal skills.
• Good PC skills; basic keyboarding & typing skills.
• Strong clinical competencies and skills; (Injections, vitals, etc.).
• Demonstrated customer service skills.
• Previous experience supporting, training and mentoring others.
• Proven ability to use good judgment in stressful situations.
• Ability to learn medical terminology; if applicable.
• Demonstrated ability to prioritize tasks.
• Knowledge of medical terminology.
• Technical expertise that matches the skills required for the department/area.
• Previous experience with EMR and/or scheduling systems a plus.
• Appropriate credentials, including license in State of Illinois, certification, registration, or specialized training as required by AAAHC and/or clinic to perform clinical duties; (ie; RN, ARRT, CMA, MA or specialty specific training).
• Current CPR
• Additional certification/training required by some specialty departments: WIC: ACLS, PALS Cardiology: ACLS Oncology: OCN, Chemo-Bio Card Ophthalmology: Specialized Training CMA:
• Current CMA certification or proof of graduation from accredited school with the intention of completing their certification with one year.
• CPR certification required upon hire or within 60 days of hire.

Physical Requirements and Working Conditions:

• Ability to complete all required training.
• Ability to pass pre-employment physical (and physical lift test, if required by department policy).
• Able to rotate shifts and locations to ensure adequate coverage as needed.
• If position has direct patient care or direct patient contact the following lifting requirement supersedes any previous lifting requirement effective 06/01/2015. Ability to lift to 35 pounds without assistance. For patient lifts of over 35 pounds, or when patient is unable to assist with the lift, patient handling equipment is expected to be used, with at least one other associate, when available. Unique patient lifting/movement situations will be assessed on a case-by-case basis.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.