Job Summary 

Management and supervision of the day-to-day operations of the occupational clinic. Responsible for providing leadership, staff oversight, training and development and management of administrative processes, personnel, clerical, technical, and maintenance functions; planning and assigning duties to employees; monitoring the activities of all operating components to ensure provision of high-quality employee care.

Schedule: Monday - Friday 8:00am - 4:00pm.

 

Essential Duties and Responsibilities

Provide best customer service to client’s employees, management, and vendor partners. Oversee daily clinic operations assuring compliance with all WorkCare clinic administrative and personnel management policies and procedures. Understand and strive to meet and exceed client expectations for an on-site clinic and staff. Responsible for understanding all deliverables of contractual agreement. Participate in all internal WorkCare meetings as requested/assigned. Participate in all client-owned and driven on-site meetings as approved by the Onsite Program Manager (OPM). Reports directly to and communicates regularly with WorkCare OPM; Communicate and partner with the client under the direction and oversight of the OPM). Advise OPM of all potential out of scope of work requests/challenges. Understands the clinic manager’s role in each clinical situation as related to their professional qualification. Communicates with and takes direction in clinical matters directly from the assigned WorkCare Corporate Medical Director (CMD). Assist OPM in the new hire and on-boarding process. Supervise staff, approve staff time sheets, coach, develop, mentor staff and complete all required performance reviews. Manage clinic schedule in accordance with contractual agreement. Supervise all daily clinical and administrative clinic programs and supporting process(s). Assure clinic is maintained to the highest physical cleanliness and operating standards. Maintain all clinic equipment and supplies in a timely and cost-effective manner. Maintain and manage the electronic medical records system assuring all employee medical information is secure and confidential. Assure all clinic employees have access, are trained and utilize the electronic medical records system. Work towards elimination of paper records, as appropriate. Manage all external and internal vendor relationships. Identify new opportunities for clinic programs, policies, and procedures. Provide comprehensive injury management and medical case management of work-related injuries and illness as appropriate. Perform additional duties and assume additional responsibilities as identified by the OPM for the efficient operation of the WorkCare on-site clinic. Handle Complex and Escalated Issues Proactively manage escalated inquiries from stakeholders and resolve high-priority issues promptly to maintain customer satisfaction and retention. Exercise independent judgment in resolving complex issues and making decisions in the best interest of the organization. Oversee Daily Operations and Workflow Ensure that daily operational workflows are efficiently managed, with adequate staff coverage for peak hours and special situations. Coordinate with cross-functional departments to ensure seamless collaboration and support for customer-facing operations. Develop and implement strategies for improving operational efficiencies and service quality, reducing response times, and minimizing operational bottlenecks. Take ownership of operational challenges and drive initiatives to improve overall efficiency. Supervise and Develop Contact Center Representatives Lead, motivate, mentor, and provide ongoing coaching to a team of clinic staff, fostering a culture of continuous learning and improvement. Ensure employees have appropriate training and other resources to perform their jobs. Conduct regular one-on-one meetings and performance evaluations, offering constructive feedback and recognition to drive individual and team success. Encourage a positive team environment that promotes engagement, accountability, and high performance. Accountable for team performance to ensure that key performance indicators (KPIs) and service level agreements (SLAs) are met or exceeded. Maintain records of team performance, training, and development activities in compliance with internal standards. Utilize performance metrics and analytics to track service delivery, productivity, and customer satisfaction, making data-driven adjustments as necessary. Manage and report on individual and team progress, identifying both strengths and opportunities for improvement. Address employee complaints and grievances. Assist in the recruitment of clinic staff. Responsible for interviewing and selecting employees. Establish staff schedules and manage schedule adjustments where necessary. Identify Opportunities for Process Improvement Continuously assess team and process performance, proactively identifying areas for process improvement, and implementing best practices for enhanced efficiency. Recommend, develop, and support the execution of new workflows, procedures, or systems to enhance customer service delivery. Ensure Compliance with Regulatory Standards Ensure that all contact center activities adhere to relevant regulatory and organizational standards, including OSHA, HIPAA, and any other applicable workplace health and safety regulations. Educate team members on compliance requirements and ensure that proper documentation and practices are consistently followed. Additional Responsibilities Assume additional duties and responsibilities as assigned by management for the efficient operation of the contact center and WorkCare. Support the development and execution of department-wide initiatives, projects, and continuous improvement efforts.