Supervisor, Clinical Operations
Upward Health is a home-based medical group specializing in primary medical and behavioral care for individuals with complex needs. We serve patients throughout their communities, and we diagnose, treat, and prescribe anywhere our patients call home. We reduce barriers to care such as long delays due to scheduling. We see patients when they need us, for as much time as they need, bringing care to them. Beyond medical supports, we also assist our patients with challenges that may affect their health, such as food insecurity, social isolation, housing needs, transportation and more. It’s no wonder 98% of patients report being fully satisfied with Upward Health!
Upward Health provides technology-enabled, integrated, and coordinated care delivery services that improve outcomes and reduce costs for patients with severe behavioral health diagnoses and co-morbid, chronic physical conditions. We are not your typical medical practice. At Upward Health, we see every day as an opportunity to make a difference in our patients' lives. We could tell you about our outcomes and patient satisfaction ratings. We could tell you about our commitment to our mission. Or, you could join us and experience it all for yourself.
Why Is This Role Critical?
The Care Team Pod is a multidisciplinary team of licensed and unlicensed staff who provide direct support and care to Upward Health’s patients. The Care Team Pod is comprised of a diverse team that may include medical providers, nurse practitioners, registered nurses, licensed social workers, pharmacists, therapists, and Care Specialists. This team works within the community and in the patients’ homes or meet in agreed upon locations in the community.
The Supervisor, Clinical Operations, will manage and supervise the day-to-day in-market activities delivered by Upward Health’s Care Specialists. The Care Specialist role is comprised of four distinct backgrounds. For the Care Specialist role, typical career backgrounds may include medical assistants, certified nursing assistants, community health workers, or peer support specialists. Staff are trained to provide direct support and assistance to our members. The Care Specialist offers a range of direct services to patients that include coordinating assistance for activities of daily living, collaborative goal setting, care coordination across all medical and behavioral providers, and emotional support. Some Care Specialists may share personal experiences of recovery, while others may be local community members who have a sincere interest in the recovery of those dealing with chronic physical and behavioral health conditions.
The ideal candidate for the Supervisor, Clinical Operations role must be flexible and willing to work in an early-stage company on an innovative pilot program where the scope of services and protocols will evolve. This will be a dynamic environment that requires flexibility, dedication, and commitment to improve care for underserved populations.
The Supervisor, Clinical Operations will have responsibilities including, but not limited, as listed below.
- Direct supervision of assigned Care Specialist colleagues
- Participates in hiring process for Care Specialists through direct interviews and the final candidate selection process
- Acts as a spokesperson in the community
- Directly responsible for the in-role training of new Care Specialist colleagues
- Strong organizational skills and the ability to lead short-term and long-term initiatives (e.g., advocacy or training)
- Assist other team members as needed with accompanying their patients to appointments, community locations, or other services as needed and provide coverage for these tasks when they are unable to do so
- Coordinates care with the Care Team Pod
- Works with the Care Team Pod to create a directory of community resources
- Prepares reports and documents as needed or requested
- Attends regular team meetings and participates in clinical rounds
- Leads the non-clinical aspect of daily huddle and is responsible for necessary documentation as delegated by the Manager, Clinical Operations; at times, lead daily huddle when leader is out of the office
- Assist the Manager, Clinical Operations with any tasks that are delegated and completes task in a timely manner
- Performs Team audits regularly to assist Manager, Clinical Operations with maintaining adequacy of caseloads and workflow
- Provide training and education on any team improvements; Provide Manager, Clinical Operations with weekly updates
- Responsible for coverage of other team members caseload while they are out (PTO, illness, etc.); In circumstances where multiple team members are absent, assist the Manager, Clinical Operations in distributing the caseload between multiple team members
- Adheres to all Upward Health’s Policies and Procedures as well as monitors and enforces these items with the Care Team Pod
- Team communications and duties as directed by leadership
- Performs other duties as assigned
KNOWLEDGE, SKILLS & ABILITIES:
- Interpersonal savvy, with the demonstrated by the ability to interact with and influence people to establish trust and build strong relationships
- A high sense of urgency and can-do attitude required for a role at a start-up company
- Ability to do home visits and outreach
- Comfortable with computer data entry
- Able and willing to work full time and has reliable transportation
- Strong organization skills and ability to manage and maintain a personal schedule
- Ability to establish priorities and meet deadlines
- Ability to work independently within a virtual operating environment and as part of a team
- Excellent oral and written communication skills
- Ability to carry out written and oral instructions
- Ability to exercise judgment in the application of professional services
- Minimum of 5 years working in health-related field supporting patient care delivery, public health initiatives, population health, or related healthcare experience
- Minimum of 2 years supervisory experience
- High school graduate or GED required
- Long-time resident of the community with good knowledge of the resources of this community
- A valid driver’s license and auto liability insurance
- Experience with or strong interest in working in health, social, education, or community services
- Experience working as a community health workers or peer support specialist is a plus
- Able to maintain clear professional boundaries with members and coworkers
- Working knowledge of social and health issues
- Ability to complete Upward Health’s initial training program and ongoing educational requirements as assigned
- Commitment to represent the company with professionalism
- Cultural competency – able to work with diverse groups of community members
- Basic computer skills, including ability to type
- Associates degree in a healthcare field of study highly preferred; Bachelor’s degree in a healthcare field of study preferred
- Multi-lingual capabilities preferred, but not required
- Strong communication and problem-solving skills
- Technologically savvy is a plus
- Certification, coursework, and/or college credit in social services, public health, health related studies
Upward Health is proud to be an equal opportunity employer. We are committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position.