Clinical Operations Supervisor, Wound Care & Diabetes

JOB SUMMARY

PRINCIPLE FUNCTIONS includes the following; other duties may be assigned:

Works cohesively with the Department Director to provide quality patient care in the areas of wound care and diabetes education.

Clinical Oversight

• Provides direct supervision of clinical staff in collaboration with the Department Director.
• Maintains expert level knowledge of wound care and functional knowledge of diabetes education.
• Ensures adherence to clinical standards of care, protocols, and evidence-based practices.
• Oversees clinical competencies, skills validation, and ongoing staff development.
• Monitors patient safety, infection control practices, and quality outcomes; initiates corrective actions as needed.
• Serves as a resource for clinical decision-making and escalating patient care concerns.
• Supports providers and clinical staff to ensure safe, coordinated, and high-quality patient care delivery.

Practice Operations & Clinical Support

• Oversee daily clinic operations to ensure efficient patient flow, timely scheduling, and optimal resource utilization.
• Develops and manages patient scheduling templates, on-call provider schedules, and telehealth coordination.
• Provides operational and workflow support to providers and staff.
• Maintains an expert level working knowledge of front-end revenue cycle functions, including registration, insurance verification, authorizations, copays, and billing workflows.
• Serves as a liaison with coding, billing, and financial services to ensure accurate and timely revenue capture.
• Acts as liaison between providers, coding, financial services, IT, and other departments.
• Conducts regular staff huddles.
• Completes clinical or administrative support duties as needed based on staffing levels.

Reporting & Compliance

• May prepare and analyze weekly/monthly reports on patient volumes and departmental metrics.
• Supports and ensures compliance with regulatory and accreditation standards.
• Participates in audits and ensures adherence to reporting and documentation requirements.
• Reports incidents in alignment with Quality and Risk Management policies.
• Maintains a safe, clean, and compliant work environment.

Personnel Management

• Supervises clinical, service and support staff, fostering a culture of accountability, teamwork, and high performance.
• Manages staff schedules in accordance with union contracts and organizational policy, ensuring adequate coverage and operational efficiency.
• Reviews and approves timecards; monitors overtime and payroll processes for accuracy and budget adherence.
• In collaboration with department director, manage recruitment, interviewing, hiring, onboarding, and training of clinical and service and support staff.
• Conducts regular staff meetings, coaching sessions, and performance evaluations in alignment with HR policies and union requirements.
• Develops training materials and provides orientation and ongoing education, including annual competency assessments.
• Holds staff accountable to departmental and clinical metrics through routine audits and performance management.
• Recognizes and reinforces strong performance; addresses performance concerns in collaboration with leadership.

Patient Experience & Service Excellence

• Serves as a first point of escalation for patients, providers, and staff concerns; ensures timely and effective resolution.
• Promotes a culture of exceptional customer service and patient-centered care.
• Identifies opportunities to improve patient access, communication, and overall experience.

Problem Solving & Collaboration

• Utilizes sound judgment and decision-making to resolve issues involving staff, providers, and patients.
• Acts as a liaison across departments to support coordination, communication, and problem resolution.
• Represents the department in meetings and contributes to operational and strategic initiatives.

Systems & Process Improvement

• Serves as the department lead and primary point of contact for EMR workflows, partnering with IT to coordinate issue resolution, optimize system functionality, and support efficient clinical and operational processes.
• Identifies, develops, and implements policies, procedures, and standard work to improve efficiency and consistency.
• Utilizes data, audits, and performance metrics to drive continuous improvement initiatives.

Collaboration & Communication

• Serves as a key liaison between providers, staff, administration, and ancillary departments.
• Communicate operational updates, process changes, and organizational initiatives effectively to staff.
• Participate in departmental and organizational committees as assigned.

Policy & Standards Compliance

• Ensures adherence to all WhidbeyHealth policies, procedures, union contracts, and clinical service standards.
• Supports leadership in enforcing policies and maintaining consistent operational and clinical practices across the department.

Outlined below are the interpersonal communication expectations for all Supervisors:

• Possesses a clear, supportive communication style, able to provide constructive feedback to co-workers with the goal to develop the individual performance of each employee.

• Perceptive to the needs of others and able to modify the communication style based on the individual.
• Listens to new ideas with an open mind and supports change.
• Able to engage in dialogue when viewpoints differ and support the process of identifying solutions.
• Takes initiative to identify opportunities for improvement and is skilled in mining for ideas in others.
• Seeks opportunities to celebrate the achievements of co-workers and to recognize success.
• Able to provide training to new employees based on the individual needs of the new hire and modifies the training process as needed.

JOB KNOWLEDGE & QUALIFICATIONS

Education

• Required: Graduate of an accredited school of nursing.
• BSN preferred.

Training and Experience

• At least three (3) to five (5) years of increasing responsibility and leadership in a clinic or provider office environment strongly preferred, including oversight of staff.
• Advanced Knowledge of computer programs related to patient care.
• Ability to read, analyze and interpret financial, and general business reports.
• Ability to manage time and workload effectively which includes planning, organizing, and prioritizing with attention to details with little supervision.
• Ability to use sound judgment including maintaining confidentiality.
• Ability to communicate effectively, verbally and in writing with staff, patients, Providers and leadership.
Ability to establish and maintain positive relationships with staff and Providers. Ability to train, educate and mentor staff.

Certificates, Licenses, Registrations

• Active WA State RN License or Active Multistate License (MSL)
• MSL Requirements:
  • Approved 6-Hour Suicide Prevention Training Course Completion
  • Screenshot of submitted demographic data using the Washington State Multistate Nurse Demographic Data Survey.
• BLS Required.
• Registered Nurse Wound Care Certification preferred