Team Leader, Urgent Care

Hershey Urgent Care is looking for a new Team Leader to oversee their clinical staff. We are looking for an individual with strong leadership skills, compassion and integrity, that will display UPMC’s values on a day-to-day basis.

Schedule: Monday – Friday from 8:00 a.m. – 4:30 p.m. The expectation of a Team Leader is that they will be on a rotating on call schedule. Evenings, weekends and holidays are a part of this on call schedule.

This Urgent Care is located off Chocolate Avenue in Hershey, PA. This Urgent Care shares the same building as the Fresh Market – a great spot for a quick lunch! Additional restaurants and shops are in the surrounding area.

Purpose:
Direct oversight of Urgent Care Assistants and Technicians. Supervises daily operations, supports staff and manager in achieving departmental goals and objectives. Provide triage, clinical care, screening, diagnostic testing, and assisting providers with patient exam and procedures for acute care and occupational health services. Provide support to patient registration as needed.

Responsibilities:

• Direct oversight of Urgent Care Assistants and Technicians.
• Supervisory responsibilities include participating in recruitment, on-boarding of staff and staff schedules.
• Conducts daily staff huddle prior to the start of business.
• Update staff and providers on items effecting daily operations.
• Guide routine meetings with staff to communicate procedural changes to improve service quality and patient safety.
• Ensures daily operations run smoothly, guides workflows and/or delegates tasks assigning equitable workload for staff.
• Monitors work queues for timely completion of tasks. 
• Supports staff performance through coaching, rounding, and 90-day check-in.
• Complete Urgent Care Assistant and Technician staff performance reviews and performance action plans.
• Leads and facilitates employee engagement activities.
• Supports and promotes organization and department initiatives.
• Committee participation and actively participates in employee engagement.
• Services a patient experience champion, rounds on patients and promotes patient experience survey.
• Develop action plan to improve employee engagement and patient experience scores.
• Maintain efficient process for:
  • managing supplies through inventory control, ordering, receiving and payment processing.
  • managing equipment inventory, preventive maintenance, repairs, and replacement plan.
  • monitoring and disposal of expired medications and supplies.
  • facility inspection for cleanliness, work orders, maintenance, and fire drills.
  • cash reconciliation and bank deposits.
• This position is expected to fill in/act as an Urgent Care Technician and a Patient Service Representative as needed.
• Urgent Care Technician responsibilities: 
  • Accompany patient to the exam room and verify identity.
  • Collection patient information, past medical history, medication review and health screening per rooming guidelines.
  • Obtains vital signs, prepares patient and room, set up instruments and equipment needed to complete the visit.
  • Assist provider with patient exam and procedures.
  • Completes orders and referrals.
  • Schedules patients for advanced care with specialists or clinical services.
  • Relays instructions, provides health education and plan of care to patient/family.
  • Screen and monitor acuity of patients within the waiting area.
  • Prioritizes patients based on acuity and type of service.
  • Informs care team of patients in distress. 
  • First responder in emergent situations.
• Patient Service Representative responsibilities: 
  • Provides warm greeting for all patients, guiding them through use of self-arrival technology or by leading them through the registration process and enrollment in MyUPMC patient portal.
  • Registers occupational health patients following employer and workman compensation panel guidelines.
  • Obtains, verifies, and updates demographic, financial and guarantor information into the scheduling/financial system.
  • Confirm/verify insurance benefits with the appropriate carrier via online verification systems or telephone inquiries.
  • Obtains signature of patient or family member for consent to treatment and financial responsibility following the Health Insurance Portability and Accountability Act (HIPAA) rules and regulations.
  • Collect co-payments and any other applicable payments at point of service.
• Performs in accordance with system-wide competencies/behaviors.
• Performs other duties as assigned.