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The Practice Supervisor is an integral member of the matrix medical management team and is accountable for the financial (profit/loss) and operational integrity of their assigned health care centers (POD – Provider Organized Delivery System). They will be involved in the hiring and evaluation process for support staff in their centers. They will report directly to an Operations Lead. The individual must have the ability to function in an autonomous manner and collaborate with physician managers to ensure optimal delivery of patient care services in a fiscally responsible manner. Responsibilities include working with, communicating, directing, planning, organizing, financial/operational monitoring, and integrating group practice operations in order to facilitate the delivery of cost effective, high quality healthcare services in an ever-changing environment. Actively drives and achieves results with accountable matrix partners. The Practice Supervisor serves as a resource for internal and external customers by utilizing a number of resources such as established by CIGNA policies; protocols and guidelines to ensure delivery of high quality care.
Place the patient/customer first in all you do to make each patient interaction a positive experience.
Provide each patient/customer with an exceptional customer experience by greeting them with a warm welcome and smile as they enter the healthcare setting. Maintain eye contact.
Introduce yourself and role to the patient/customer with whom you are interacting.
Maintain a professional appearance of self and the workplace at all times.
Communicate with patients/customers promptly and efficiently using words the patient understands; keep the patient informed of delays in service and/or clinician wait times.
Take ownership and accountability for responding to patient/customer questions, concerns, or complaints. Consistently seek assistance to help the patient/customer if you are unable to resolve on your own.
Provides immediate service recovery and work to exceed patient/customer expectations surrounding resolution of concerns.
Consistently keep personal conversations private and out of the work environment.
Patient information is consistently maintained in a private and secure manner, complying with HIPAA Guidelines at all times.
Always leads by setting example of fostering a service environment through, coaching and training of employees.
Consistently publicly recognizes employees that model the observed service behaviors.
Consistently communicates employee service accomplishments in monthly team meetings.
Responsibilities and Essential Functions
Oversees the operations of their assigned Center(s) to ensure smooth and efficient patient care management and provision of quality patient care delivery.
Manages Center(s) to ensure patient and employee satisfaction while promoting safety and retention. Serves as a real time resource and assists managerial expertise for staff and physicians for problem solving on patients, processes, and issues impacting a patient’s ability to maintain his or her optimal health status.
Develop and maintain a business/management approach to track, monitor, communicate and achieve established goals/targets in the areas of: (a) employee satisfaction, (b) customer satisfaction, (c) quality, (d) compliance and (e) financial results.
Provide effective leadership for all staff by establishing open communications, mentoring, training guidance and articulating clearly defined goals and objectives tying to medical group’s strategies.
Coordinates quality initiatives and process improvements. Aligns and manages to metrics.
Develops leadership skills among staff including communication, decision making, problem solving, critical thinking and employee engagement. Leads the development of staff and supports career advancement opportunities. Functions as a role model and encourages staff to participate in their own development.
Facilitates regular staff meetings with focus on Triple Aim, CMG Strategic initiatives, and Drive for Five.
Responsible for selection, orientation, on-boarding and retention of staff. Demonstrates leadership through coaching, performance evaluations, corrective actions, and development opportunities to create a culture of learning.
Provides for operational resource management including but not limited to staffing and optimal department productivity and efficiency, supplies, and equipment.
Serves as a liaison between department personnel, clinicians, center administration, and Senior Leadership.
Establishes APOs for staffs which are measurable and align with CMG’s and Cigna's strategic plan and initiatives.
Works collaboratively with Operations and Strategic Sourcing to prepare a capital equipment budget.
Analyzes FTE and budget variances.
Follows up on customer complaints in a timely manner.
Participates in the development and review of CMG and department policies, procedures, and SOPs as needed to promote and provide quality patient care and customer service.
Responsible for tracking of staff licensure and training to comply with State regulations and HCCR guidelines.
Knowledgeable about CMG education programs, clinical guidelines, facility hours, services, HCC/Urgent Care/CareToday locations, and contractual relationships.
Promotes care based on evidence based guidelines.
Participates in the education, role development and orientation of personnel, patients, students, families, and visitors. Promotes/supports growth of others through precepting and mentoring when appropriate.
Meet or exceed all State, Federal and Regulatory requirements.
Lead staff in going through change processes stressing an entrepreneurial/innovative approach in creating a strong group practice.
Participation on committee teams may be expected.
Follows OSHA guidelines for handling biological fluids and blood.
Uses supplies in a fiscally responsible manner.
Accountability on a 24 hour basis for routine operations and problem-solving of the departments.
21. Contributes to the organization’s drive to achieve “Triple Aim” by improving the patient’s experience with care;
which improves quality and the health of CMG’s population, thus reducing the cost of care for the population.
22. Improves customer experience and increases access by assisting with efforts such as Continuous Quality
Improvement (CQI), Commitment to Service, and Patient Satisfaction
NOTE: The above is not intended to describe the general content of and requirements of this position and are not intended to be and exhaustive statement of duties. Specific tasks or responsibilities will be documented as outlined by the incumbent’s immediate supervisor.
Complexity and Scope
Oversees the day-to-day operations activities within the Health Care Center(s). Provides ongoing support and leadership direction to resolve problems and issues as they arise, utilizing independent judgment and discretion. Ensures the quality of care to promote efficient and effective operation of the Health Care Center(s). Collaborates with all levels of staff in a variety of departments; physicians, patients, families and external contacts, such as employees of other healthcare institutions community providers and agencies concerning the healthcare of the patient.
Responsible for providing operational leadership, ensuring business discipline is a component of the decision making process necessary for the successful operation of HealthCare Center(s). The individual will work directly with matrix partners to assure their performance and accountability. Their individual contributions are integral to the success of the Cigna Medical Group, by blending financial, operational, service and clinical goals.
Physical Demands/Environmental Factors
Possess physical agility and adequate reaction time to respond quickly and appropriately to unexpected patient care needs.
Needs adequate hearing and visual acuity, including adequate color vision.
Requires fine motor skills, adequate eye hand coordination, and ability to grasp and handle objects.
Able to use proper body mechanics to assist patients in ambulating, transferring on and off of stretchers, exam tables, chair, or wheelchair.
May be required to lift 75 pounds.
Must use standard precautions due to threat of exposure to blood and body fluids.
Needs to communicate effectively through reading, writing, and speaking in person or on telephone.
Use of computers will be required.
Experience in healthcare management and knowledge of the delivery of healthcare.
Experience managing in a profit and loss business environment.
Ability to manage diverse employees ranging from business support to healthcare professionals.
Demonstrated leadership and management skills (3 years of management experience).
Bachelor or Master’s degree in business (preferred), healthcare administration or related field or equivalent.
Excellent communication, leadership, teambuilding and quantitative analysis skills.
Ability to develop strategies and plans to meet customer needs; develop clinician relationships; manage and support values and vision.
Basic computer skills required.
Qualified applicants will be considered without regard to race, color, age, disability, sex (including pregnancy), childbirth or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
If you require an accommodation based on your physical or mental disability please email: SeeYourself@cigna.com. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.