Team Lead, Clinic Operations

2 weeks ago

Fredericton, Canada Medavie Full time

Position Type:
Permanent *
Closing date:
2024-12-03 *
Medavie Health Services New Brunswick (MHSNB) is the subsidiary of Medavie Health Services responsible for the optimal operation and management of EM/ANB, an integrated organization specializing in the delivery of primary health care services with the goal of facilitating access to quality care so that patients can achieve better health outcomes. MHSNB is fortunate to be able to count on the expertise of its employees who work passionately to build a healthier province.

Our company is currently looking for new team members to support its mission of providing excellence in emergency and community care within our various programs, namely Ambulance New Brunswick, the Extra-Mural Program and NB Health Link. Each advocates for a highly coordinated, quality service offering guided by a goal of continuous improvement across primary health care.

Medavie Health Services is a national leader in primary health care solutions and the largest contracted provider of emergency management services in Canada. Together with Medavie Blue Cross, we are part of Medavie, a health solutions partner committed to improving the wellbeing of Canadians.

With a growing network of 5,400 health care professionals in six provinces, Medavie Health Services has a long history of operating ground and air ambulance services, medical communications, Mobile Integrated Health/Community Paramedicine programs, 911 Public Safety, 811 Telehealth, home health care, as well as clinical training.

We are proud to invest in communities to help address some of Canada’s most pressing physical and mental health care challenges.
*
The NB Health Link Program provides access to primary care for New Brunswickers that are un-attached to a primary care provider.

As part of the NB Health Link core team, the Team Lead, Clinic Operations reports to the Operations Manager and is the key contact for our team of customer support representatives and is accountable for the efficient flow and operations of assigned clinic sites . The incumbent will oversee the daily operations of all tasks assigned to their team. Working in collaboration with the program manager, medical director and the rest of the leadership team, their focus will be to ensure a positive experience for employees, providers and patients. The incumbent is a solution-oriented individual that identifies best practices in collaboration with the team. They will ensure operational policies and procedures are followed and that improvement opportunities are identified and actioned.

As an employee of MHSNB we are accountable to our patients and coworkers by participating in and supporting all safety related initiatives, as well as acting in a manner that fosters a culture that focuses on patient safety and a safe workplace.

Role & Responsibilities : The Team Lead, Clinic Operations , shall perform tasks including, but not limited to those identified in the sub-sections below.

Clinic operations oversight
Ensure all CSR tasks are properly covered from a human resource perspective including, front desk (in person and virtual) , clinic administration and other core program tasks as required .

Ensure clinics are fully booked according to scheduling and program guidelines.

Provide daily troubleshooting support to the staff and providers in clinic.

Audit program activities to ensure they align with developed policies and procedures . For example: appointment booking protocols, clinic flow, specimen collection, etc .

Identify areas for improvement and present potential solutions in collaboration with the team.

Oversee inventory management practices within the clinic sites.

Leadership (Customer Support Representative Team - CSR)
Become a subject matter expert in all CSR Roles & Responsibilities

Support the Customer Support Representatives ( CSR) in their day-to-day activities.

Lead the training, onboarding, and ongoing mentoring and coaching of new and existing CSR .

Ensure new policies & procedures are clearly communicated and implemented with the team.

Foster clear and effective communications with the team

Lead staff evaluations.

Be an ambassador of the NB health Link program and EM/ANB

Ensure input from front line staff is gathered and considered in decision making.

Be an active contributor in program leadership meetings.

Continuous improvement and expansion activities
Participate in program expansion activities.

Represent the CSRs in program workgroups or lead various workgroups.

Conduct process improvement workshops as required .

Develop draft policies, procedures, and work guides.

Work in collaboration with the other team members to ensure patients, staff and providers are working in the most efficient way possible.

Other tasks as required by the program.

Qualifications & Requirements

Education / Experience
Post-secondary education preferably in business administration , health care management, or an equivalent combination of training, education, and experience.

Experience in a Medical Secretary or Clinical Administrative support role.

Demonstrated k nowledge and/or exper ience in health care is required .

Minimum of five years’ experience in a mentorship or supervisory role or relevant experience.

Knowledge / Skills
Excellent interpersonal and client management ski lls, with the ability to grasp patient-centered design principles.

Demonstrated analytical and problem-solving skills;

Excellent organizational and time management skills;

A bility to work independently and as part of a team;

Ability to motivate a team confidently;

Effective communication skills with demonstrated ability to target messages to different audiences and persuade to best fit solutions, and identify key communications in a timely manner .

P roven r elationship management skills with an ability to build and maintain professional relationships, understands the principals of ‘needs anticipation’ and acts as an advocate for all program stakeholders .

Demonstrated skills with respect to management of s takeholder expectations and task management.

S trong sense of teamwork, presenting a professional image and exhibiting a solid work ethic .

Service oriented.

Bilingualism in French and English is a strong asset

Travel within the province may be required

Ability to work remotely.

*
If you are interested in working with a dynamic team of professionals and possess the necessary qualifications, please apply now.

We would like to thank all candidates for expressing interest. Please note only those selected for interviews will be contacted.

Medavie Health Services New Brunswick is committed to the principle of equal opportunity in its employment practices and to providing an environment free from discrimination and harassment for all employees.

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