As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.
We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step.
Our employees use the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.
General Overview The clinical supervisor coordinates closely with the OHS Central Services Clinical Operations Director and other key leaders within the unit to ensure the smooth operation of the day-to-day clinical activities of all RN and Advanced Practitioner personnel in the OHS call center. In this role, the clinical supervisor is responsible for ensuring staff are appropriately assigned to functions and manages staffing levels to anticipated volume. The supervisor ensures staff are aware of and adhering to standard operational procedures.
Principal Duties and Responsibilities • Provide day to day supervision of clinical call center staff scheduled to work (RN, NP, Remote or Onsite) and ensure smooth clinical operations • Responsible for developing clinical staff schedules and ensure accurate complement of staff to adjust to shifting volume • Ensure staff are adhering to clinical guidelines and workflows as defined by Infection Control and other Occ Health leadership. • Oversee and ensure quality and consistency in staff performance; manages staff to performance expectations, escalates as needed to Call Center Leadership • Primary point of contact for escalation of staff issues (questions on guidelines, workflow in Epic, technology issues, general questions) • Triages and engages appropriate resources to address staff needs • Assigns clinical staff to functions; ensures staff are clear on expectations of assigned work • Develops expertise in Epic workflows - become a super user • Audits in Epic to identify areas of improvement in quality • Works collaboratively with administrative staff in the central services unit • Use/s the Partners HealthCare values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration • Other duties as assigned
Qualifications Qualifications • At least 3 years of clinical management experience • Requires a current MA RN license • Ability to manage clinical staff at varying levels of experience and potentially difficult situations with clinical staff members • High degree of customer service and empathy • Occupational Health Experience Preferred; Ambulatory experience a plus • Familiarity with Epic and ability to get up to speed quickly on different technology platforms • Ability to train staff in a consistent manner • Manage performance to expectations • Ability to work independently and both within and across various teams • Foster a sense of team belonging and inclusion
Skills, Abilities, Competencies • Possess strong interpersonal skills to effectively communicate with cross functional teams including staff at all levels of the organization • Ability to successfully negotiate and collaborate with others of different skill sets, backgrounds an levels within and external to the organization, both in-person and remotely • Strong communication skills, both written and oral • Strong problem solving and negotiation skills • Ability to effectively conduct meetings, both formal and informal • Requires minimal direction from leadership and possesses the ability to learn quickly
• Remote work with the ability to also be regularly in-person at MGB corporate as directed • Evening and weekend coverage as required
EEO Statement Mass General Brigham is an Equal Opportunity Employer & by embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. Partners Healthcare System Inc. is acting as an Employment Agency in relation to this vacancy.
Internal Number: 3138850-1435_1607615223
About MGH Institute of Health Professions
MGH Institute of Health Professions, founded by Massachusetts General Hospital in 1977, is an innovative and independent graduate school in Boston that is a member of Partners HealthCare. A progressive leader in developing comprehensive models of health care education, the MGH Institute prepares advanced practice professionals in the fields of nursing, physical therapy, occupational therapy and communication sciences and disorders through a distinctive combination of academic study, clinical practice, and research. More than 1,200 students are enrolled in graduate level and certificate programs, with an increasing number of courses available online. The Institute is accredited by the New England Association of Schools and Colleges (NEASC).