Clinical Supervisor - Customer Navigation Center

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HonorHealth is one of Arizona's largest nonprofit healthcare systems, serving a population of five million people in the greater Phoenix metropolitan area. The comprehensive network encompasses nine acute-care hospitals, an extensive medical group with primary, specialty and urgent care services, a cancer care network, outpatient surgery centers, clinical research, medical education, a foundation, an accountable care organization, community services and more. With more than 16,000 team members, 4,000 affiliated providers and over 1,100 volunteers dedicated to providing high quality care, HonorHealth strives to go beyond the expectations of a traditional healthcare system to improve the health and well-being of communities across Arizona. Learn more at HonorHealth.com.

The Clinical Supervisor is part of the CNC (Customer Navigation Center) leadership team to support the Clinical Resource/Virtual Medical Assistant staff. Will report directly to the CNC Director of Operations, and have oversight of daily operations, as well as identify and implement process improvement as needed. The CRT/Virtual MA team receives inbound calls from patients requesting or needing assistance with a previously requested Medication Refill, as well as answer general test results questions on Provider reviewed and signed result notes. This team also supports and collaborates with HonorHealth Medical Group leaders and the HonorHealth Clinical Innovation Department, including facilitating scheduling, pre-charting, and technical support of Tele-med visits with Virtual providers to provide quick care access for specific medical needs.

Anticipated work schedule for this role will be 8am - 4:30pm, Monday - Friday. Initially ON SITE, with potential to work a Hybrid schedule, 3 days per week in office and 2 days per week remote (after fully trained).

• Designs, implements and manages a system for organizing, planning, and controlling workflow program. Develops and implements departmental processes in collaboration with the Customer Navigation Center Leaders and HonorHealth Medical Group Leaders
  
• Manages day to day operational needs of the department throughout the network, including staffing, training, care coordination, and navigation programmatic development. Actively participates in check ins with Medical group clinical and operational leaders as indicated.
  
• Interviews, selects, and recommends hiring of personnel. Initiates recommendations for changes in classification, salary action, promotion, demotion, transfer, and termination. (Uses evidence-based knowledge in the decision making to improve and maintain high-quality cost-effective patient care). Administers performance evaluation in collaboration with the Manager. Independently administers staff discipline through the second stage (written); participates with management in following stages.
  
• Edits and approves time via Laborworkx and Work force management software for contact center system. Evaluates utilization and availability of equipment, supplies, and space.
  
• Contributes to the recruitment and retention of talented staff through positive role-modeling, fostering peer relationships, staff education, and participating in preceptor and/ or mentor programs thereby creating an environment for quality practice. Fosters collaborative partnerships/relationships with medical, nursing, and non-licensed staff.
  
• Serves as a resource to others, including staff, patients, families, caregivers, and physicians., Facilitates inter/intra departmental collaboration, communication and promotes problem solving. Recommends and drafts knowledge base articles for MA staff and quality assurance/training team.
  
• Regularly rounds and 1:1 check ins (virtual and in person) in all areas of the department to ensure efficiency and seamless patient and information flow throughout the department. Handles and documents patient escalations and or Midas documentation with patient and /or family on concerns. Serves as backup/ additional nurse resource for the CNC emergency caller process.