Team Lead-Mobile Health Center

The Medical Team Lead plays a key role in overseeing day to day operations, driving high-quality patient care and ensuring team performance excellence.  This leader will manage clinic staff schedules, optimize provider time and maintain effective communication within the organization.  This role involves supervising, coaching and developing the team, fostering a positive customer service culture utilizing SERVE standards, and identifying opportunities for operational improvement. The Medical Team Lead also serves as the liaison to the other health center leadership.

Accountabilities Include:

Performs Essential Job Duties  

Team Leadership and Development

• Lead, coach and develop the care team to meet performance goals and foster a culture of continuous improvement. 
• Complete performance evaluations for staff, ensuring timely and fair reviews in line with organizational policies.
• Communicate the organization's mission, values, and expectations clearly to staff and patients
• Develops and implements competency-based training and education plans to ensure staff maintain current knowledge and skills. 
• Participate in hiring and onboarding decisions in partnership with the Practice Manager to ensure team alignment and capacity. 
• Support retention strategies and participate in staff development programs to enhance career growth and reduce turnover.

Key Performance Indicators Team Leadership and Development: 

• Staff engagement scores, performance review outcomes, turnover rates, new hire retention competency assessment scores, exit interview insights. 

Operational Efficiency and Scheduling

• Collaborate with clinical and operational teams to streamline appointment scheduling, patient flow, and rescheduling processes.
• Ensure timely completion and notification to staff of schedules and coordinate coverage proactively.
• Supports day to day operational coverage as needed.

• Review and manage care team templates in Epic to ensure accurate appointment scheduling, optimize clinical and administrative efficiency, and support continuity of care utilizing organizational best practices.
• Lead meetings and projects focused on scheduling and workflow improvements.

Key Performance Indicators Operational Efficiency and Scheduling:

• Patient wait time, slot utilization rates, reschedule rates, No show rates, project milestone completion rates.

Patient Experience and Quality of Care

• Ensure high quality customer service and interactions with patients, staff and external partners.
• Monitor and improve performance on key patient communication tools. (e.g., in-basket, Artera, Care team line) and patient callbacks.
• Support site compliance with special programs (e.g. grants, state or privately funded, community funded, certification entities), ensuring care team and workflows meet program standards. 
• Participate in and lead quality improvement initiatives to advance patient experience and service delivery.

Key performance indicators patient experience and quality of care:

• Patient satisfaction scores, complaint resolution time, message response times, call wait times, call abandonment rate, certification compliance, best practice assessment scores.

Compliance, Risk, and Regulatory Oversight

• Maintain compliance with privacy standards and organizational policies. In all clinical and administrative activities.
• Manage risk related concerns, ensuring resolution, alliance with standards and timelines.
• Participate in risk assessments, compliance audits, and corrective action planning to address gaps.
• Track and audit staff quality assurance measures, addressing any deficiencies through coaching and retraining.

Key performance indicators, compliance, risk and regulatory oversight.

• Best practice assessment results, training completion rates, audit pass rates.

Strategic and Financial Alignment: 

• Contribute to budgeting discussions and help track key financial metrics such as patient volume, revenue impacts, and operational costs.
• Use data to drive decision making and support operational enhancements.
• Provide insights into staffing strategies and assist with workforce planning.
• Participate in initiatives aimed at enhancing operational efficiencies and aligning team performance with broader organizational goals.

Key performance indicators, strategic and financial alignment:

• Budget variance, patient visit targets, staffing ratios, FTE optimization.

Other:

• Maintaining regular, consistent, and predictable punctuality and attendance, including being available, accessible, and able to complete all required essential functions and assigned job tasks onsite as directed during your regularly assigned schedule or your assigned site(s) normal business hours. 
• Other duties as assigned

Qualifications:

Must be able to interact with a variety of individuals at various levels under stressful circumstances while exercising sound judgement, tact, and diplomacy; work productively both independently and in a team setting; communicate with clarity, both verbally and in writing to groups and individuals, be an exceptional listener, and be flexible and adaptable within a fast-paced primary care setting. 

Education and/or Experience:

Required:

• High school diploma or general education degree (GED)
• Three to five years of experience in medical office
• Medical supervisory experience 
• Related experience in a Community Health Center(s)
• Experience in one of the following areas: Medical assisting, front desk, behavioral health, clinical services, nursing. 
• Excellent interpersonal communication and problem-solving skills

• Skills to intervene and promote reconciliation, compromise and positive outcomes in difficult interactions
• Skilled at using electronic health records as applicable to area of work (EPIC)

Preferred:

• Associates degree in related field
• CCMA or CPT
• Basic knowledge of adult learning model