Clinic Operations Supervisor

JOB SUMMARY

Dane Street’s success relies on individual and team contributions every day. We care for our customers, each other, and Dane Street. It is the responsibility for all of us to maintain a positive working environment that promotes client satisfaction and results.

The clinic operations supervisor is responsible for maintaining our local Washington clinics and overseeing the team of administrators, maintaining the appropriate schedules and ensuring on-site coverage. This position will also ensure that all other tasks, including exam and testing scheduling, document preparation, record retrieval, and any other tasks as assigned, are completed in a timely manner by the administrators. Ensure that Dane Street maintains a positive working relationship with the IME physician panel members, Washington L&I, and the claimants being examined.

Mission, Culture & Values

At Dane Street, we believe exceptional employee experiences create exceptional client experiences. Our culture is built on collaboration, continuous improvement, accountability, and care.

We care for our customers, we care for our employees, and we care for one another. Every team member plays an important role in creating an environment where people feel respected, supported, empowered to grow, and inspired to do meaningful work. 

What You’ll Do

Clinic Operations:

• Supervise general administrative duties to support management, IME physicians and claimants in the clinic.
• Ultimate responsibility for the clinic calendars and administrator schedules
• Hire, train and manage the performance of all clinic administrative staff
• Ability to attend in-person clinics regularly and as-needed
• Manage incoming call queues and administrator availability

New Intake: 

• Manage the intake of new cases and review/verify information and requests.
• Work with client on any information missing pertinent to processing claim.
• Assure appropriate documentation preparation is being organized in combination with specific special handling. 
• Managing reschedule requests as well as additional testing on an as needed basis

Assignment of Cases:

• Assign/schedule new cases to physicians for review with the appropriate physician, based on location, physician availability, specific guidelines, jurisdictional requirements and other client requirements.
• Ensure that the assigned physician has no conflict of interest with the case assignment.

All other duties as assigned

What Makes This Role Successful: 

Success in this role is defined by executing the IME rules and regulations for Washington workers’ compensation, maintaining exceptional levels of service and quality, and maintaining and developing the staff members responsible for clinic administration and scheduling. 

What Your First 90 Days May Look Like:

First 30 days- You will be onboarded with the local staff, review existing clinic schedules, and shadow call queues and case intake. This allows you to build a foundational understanding of Dane Street’s technology, platforms, and workflows, as well as L&I guidelines. You’ll also use this time to build rapport with local employees and physician panel members.

First 31-60 days- You will assess clinic coverage, staff capacity, and scheduling practices to identify any bottlenecks or operational inefficiencies. You’ll begin working closely with the staff to resolve case issues and streamline scheduling processes. This is the right time to establish coaching and management practices, as well as a 1-1 cadence, to set expectations across the team.

First 61-90 days: You will implement any updated operational processes to improve TAT, accuracy, and conflict-of-interest checks. You’ll have fully assumed leadership responsibilities for the team and will be supervising the day-to-day. You’ll also begin regular KPI monitoring for the team.