Family Service Supervisor

 

The Family Services Supervisor is responsible for shift productivity. This includes managing the workflow on the shift, responding to employee and client issues, and performing quality monitoring/corrections in StatTrac.  This position is also responsible for facilitating employee and team development by coaching, career-path planning, skill set advancement planning, and incentive and recognition planning.  This position is also responsible for the delivery and management of all service quality initiatives.

 

Describe the major elements of the position in order of importance:

Participates in new hire processes (i.e. interviewing and training) as directed by Operations Managers.  Manages and directs up to ten employees (direct reports).  Provides ongoing direction and support to each direct report.  Provides ongoing performance appraisals including annual reviews.Documents employee feedback in employee records including achievements, counseling, and disciplinary process.Assists with career path development for each direct report.  Responsible for shift productivity.Assures highest level service delivery. Communicates shift change information to oncoming Shift Supervisor. Handles referrals as needed. Delegates and manages workflow while on shift. Coaches and develops current employees. Initiates conflict resolution processes as needed. Schedules and leads shift meetings.  Attends Shift Supervisor meetings.Attends other meetings as determined by Operations Managers.  Manages, directs and performs quality monitoring. Responds to client complaints and resolves appropriately.Investigates complaints. Communicates information to the CS manager. Identifies and documents need for resources to Operations Manager. Implements corrections for client in StatTrac (schedule changes, correction to referrals, etc.). Communicates department needs and suggests solutions to problems. Responds to Application Service Provider (ASP) questions. Performs other duties as directed by supervisor. Responsible for conducting research. Maintains and advances technical skills through professional education and training thereby increasing the effectiveness of the department

EDUCATION AND WORK EXPERIENCE QUALIFICATIONS: Two to four year’s supervisory/leadership experience required preferably in a dynamic, fast-paced work environment in a healthcare or medical setting.  Some college coursework or advanced training/certification required.Experience coaching, providing feedback and managing performance in a team environment. Medical training or education, including paramedic, EMT, registerd nurse, medical assistant or other related emphasis is required.Excellent interpersonal and relationship building skills; and the ability to work both independently and collaboratively as part of a team required.  Demonstrated ability to facilitate conflict resolution.Ability to effectively multi-task and problem solve required.Ability to work in a flexible environment and adapt to change quickly while meeting organizational goals required.