Clinical Operations Associate – *Physician, Physician Assistant, or Nurse Practitioner* – East District

Job Description

Reporting to the Area Clinical Operations Director (ACOD), the Clinical Operations Associate (COA) is a primarily clinical role bridging to administrative/leadership duties such as clinician scheduling, assessing center staffing levels, clinician education and clinician training. The Clinical Operations Associate collaborates effectively with the care team to continuously improve outcomes, experience, and efficiency of our service line offerings. The COA will work collaboratively with their ACOD, the regional medical leader, other ACODs, and the rest of the medical leadership team, as well as with operations leaders to ensure that we continue to provide the highest quality care with a continued focus on patient experience throughout the market.

The Clinical Operations Associate will assist the ACOD with the oversight of roughly 12-16 centers within a designated geographic region. The position will require a continued focus on clinical care through clinical shift work as well as dedicated time for administrative duties. Time spent between clinical and administrative time will need to be flexible with the expectation for the role to include both clinical and administrative time. Generally, the COA will spend 75-80% of their time working clinically in centers.

Responsibilities include, but not limited to:

Culture

• The COA will contribute to the continued health of our organizational culture by promoting a work environment that places a relentless focus on quality care and patient experience and fosters an atmosphere of teamwork and trust.

• The COA will spend most of their time inside the clinic interacting with clinicians and other center staff while treating patients.

• The COA should develop an understanding of the concerns and issues affecting clinicians and work with the ACOD to address them.

• Motivate clinicians to maintain an “owner mentality” and motivate clinic team members to consistently practice with the highest clinical and patient experience standards.

Clinical Practice

• Provides and manages direct patient care, including physical examinations, evaluations, assessments, diagnoses, and treatment.

• Collaborate with the ACOD in patient care assessment for all services provided at the urgent care centers and assist in ensuring that appropriate clinical protocols are followed in conjunction with the findings.

• In collaboration with the operations team, the COA assists, as requested and able, in developing processes, policies, procedures, and guidelines to assure quality of care standards are met throughout the system.

Operations

• While maintaining high standards of medical care, support clinic KPIs including, but not limited to, reducing overall door-to-door times, reducing cancellation rates and improving Net Promoter Scores.

• Vigorously support the development and maintenance of patient satisfaction & loyalty.

• Collaborate with the ACOD, compliance team, human resources, operations, and other medical leaders to ensure that the centers meet the requirements of all regulatory and accrediting agencies.

• Support process improvement efforts throughout the organization via promotion of and collaboration on best practice in clinical and business operations.

o For example:

• Work Comp / Employer Services

• Client relations

• Clinical training

• Appropriate clinician staffing and support

• Coordinate and participate in weekend and after hours “on-call” responsibilities for the COA’s centers with the ACOD.

o The COA will be supported by other medical leaders when performing “on-call” duties.

Human Resources

• Develops and maintains effective relationships with clinicians.

• Collaborate with the ACOD to understand staffing needs in their centers and plan for indicated adjustments to the staffing guide.

• In collaboration with the ACOD, develop, monitor, and maintain clinician schedules to ensure coverage of their centers for all hours of operation.

• Supports and enhances clinician satisfaction.

Qualifications and Required Skills:

• MD, DO, PA-C, NP candidates will be considered for the role.

• Meets and maintains eligibility requirements for credentialing set forth by WellStreet Urgent Care

• Exceptional communication skills.

• Verbal, written and presentation skills appropriate for a varied audience (patients, clinicians, clinical staff).

• Ability to manage competing priorities.

• Building and maintaining cross-functional relationships.

• Well organized, focused on accuracy and attention to detail.

• Self-starter, able to work independently as well as with others.

• 1 + years of experience with WellStreet or equivalent urgent care or Emergency Medicine experience.