Job Description

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?

As the Supervisor of Clinical Operations, the incumbent will oversee the day-to-day activities carried out by Upward Health’s Care Specialists within the market. The Care Specialist position encompasses individuals from various professional backgrounds, such as medical assistants, certified nursing assistants, community health workers, or peer support specialists. These professionals undergo training to deliver direct support and assistance to patients, including coordinating activities of daily living, facilitating collaborative goal setting, managing care coordination across medical and behavioral providers, and providing emotional support. Some Care Specialists may draw upon personal recovery experiences, while others may be community members deeply invested in the well-being of individuals dealing with chronic physical and behavioral health conditions.

The ideal candidate for the Supervisor, Clinical Operations role must exhibit flexibility. This environment demands adaptability, dedication, and a steadfast commitment to enhancing care for underserved populations, as service scopes and protocols continue to evolve dynamically.

RESPONSIBILITIES:

The Supervisor, Clinical Operations will have responsibilities including, but not limited, as listed below.

• Provide direct supervision to assigned Care Specialist colleagues.
• Play an active role in the hiring process for Care Specialists, including conducting interviews and participating in the final candidate selection process.
• Serve as a community spokesperson.
• Take on the direct responsibility for training new Care Specialist colleagues.
• Demonstrate strong organizational skills and the ability to lead both short-term and long-term initiatives such as advocacy or training programs.
• Offer assistance to team members by accompanying patients to appointments, community locations, or other services as needed, and provide coverage for these tasks when necessary.
• Coordinate care within the Care Team.
• Collaborate with the Care Team to compile a directory of community resources.
• Prepare reports and documents as required.
• Attend regular team meetings and participate in clinical rounds.
• Lead the non-clinical aspect of the daily huddle and handle necessary documentation as delegated by the Manager of Clinical Operations, occasionally leading the daily huddle in the absence of the leader.
• Aid the Manager of Clinical Operations with delegated tasks and ensure timely completion.
• Conduct regular team audits to support the Manager of Clinical Operations in maintaining caseload adequacy and workflow efficiency.
• Provide training and education on team improvements, delivering daily, weekly, and monthly updates to the Manager of Clinical Operations.
• Cover the caseload of other team members during their absences (such as PTO or illness) and assist the Manager of Clinical Operations in redistributing caseloads among team members in cases of multiple absences.
• Adhere to all Upward Health’s Policies and Procedures and ensure compliance within the Care Team Pod.
• Carry out team communications and duties as directed by leadership.
• Demonstrate proficiency in Excel, with skills assessed throughout the recruiting process.
• Engage in performance management processes.
• Perform any other duties as assigned.

KNOWLEDGE, SKILLS & ABILITIES:

• Demonstrated interpersonal savvy, showcasing the ability to effectively interact with and influence individuals, fostering trust and cultivating strong relationships.
• Exhibit a high sense of urgency and a can-do attitude, essential attributes for thriving in a start-up environment.
• Proficiency in conducting home visits and engaging in outreach efforts.
• Comfortable with computer data entry tasks.
• Available and committed to working full-time, with reliable transportation.
• Possess strong organizational skills, capable of managing and maintaining a personal schedule effectively.
• Ability to prioritize tasks and meet deadlines efficiently.
• Proficient in working independently within a virtual operating environment, while also contributing effectively as part of a team.
• Excellent oral and written communication skills.
• Capable of executing both written and oral instructions effectively.
• Demonstrated ability to exercise sound judgment in the application of professional services.
• In addition to the qualifications and skills mentioned earlier, proficiency in Microsoft Excel is also required. This includes the ability to effectively utilize Excel for data analysis, reporting, and other related tasks.

MINIMUM REQUIREMENTS: 

• Minimum of 5 years of experience in a health-related field supporting patient care delivery, public health initiatives, population health, or similar healthcare roles.
• At least 2 years of supervisory experience.
• High school diploma or equivalent (GED) is required.
• Must be a long-time resident of the community with a thorough understanding of its resources.
• Possession of a valid driver’s license and auto liability insurance.
• Experience in or a strong interest in working within health, social, education, or community services.
• Previous experience as a community health worker or peer support specialist is advantageous.
• Ability to maintain clear professional boundaries with both members and coworkers.
• Proficiency in understanding social and health issues.
• Willingness to complete Upward Health’s initial training program and participate in ongoing educational requirements.
• Demonstrated commitment to representing the company with professionalism.
• Cultural competency, with the ability to effectively engage with diverse groups of community members.
• Basic computer skills, including typing proficiency.

PREFERRED QUALIFICATIONS:

• 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.