• Supervises assigned personnel including performance evaluations, scheduling, orientation, and training. Makes recommendations on employee hire, transfers, promotions, salary changes, discipline, terminations, and other similar actions.
  • Resolves grievances and other personnel problems within position responsibilities. Provides input based on observations related to counseling and disciplinary issues. Implements corrective actions plans as required.
  • Plans, implements and evaluates the clinical staffing needs on a daily basis to adequately support patient care in a given area; assigning clinical staff based upon patient acuity, practice volume, staff qualifications and department policy.
  • Assist Manager or others in responding to patient concerns as needed. Monitors and addresses patient complaints within position responsibility. Ensures the highest level of patient satisfaction. Works with physicians and others to address and prevent problems.
  • Provides effective direction, guidance, and leadership over the clinical staff for effective teamwork and motivation, and fosters the effective integration of efforts with clinic-wide initiatives.
  • Assist in developing policies and programs within the department; acts as a positive role model for staff.
  • Triages patient visits and/or calls, prioritize clinical issues and direct clinical staff in delivery of patient care.
  • Assists in management of patient flow and access. Matches patient volumes and staffing to meet expectations of patients/customers.
  • Evaluates daily patient flow in the clinical area to maintain access standards and open communication with patients and providers; makes adjustments as appropriate to maintain organized, efficient patient flow in the clinical station.
  • Provides clinical staff with information, education and tools to ensure they are supporting efficient patient flow and telephone triage in the practice.
  • Participates in the development and recommendation of the operating and capital budgets for the areas managed. Manages activities to ensure financial goals met. Monitors expenditures for compliance to approved budget. Resolves discrepancies.
  • Promotes collaborative relationships between clinical staff and other departments. Participates in the development and implementation of clinical performance standards including on-going monitoring of clinical staff competence.
  • Mentors clinical staff in the creation of a climate of clinical and professional expertise. Demonstrates an ability to work effectively and communicate frequently with other members of the direct patient care and administrative teams; orchestrates and actively participates in daily huddles for his/her assigned clinical unit.
  • Maybe responsible for Leader Standard Work.
  • Implements new clinical practice standards, protocols and guidelines.
  • Ensures compliance with regulatory agencies such as DPH, etc. Develops and maintains procedures necessary to meet regulatory requirement.
  • Ensures that assigned area comply with clinic established policies, quality assurance programs, safety, and infection control policies and procedures.
  • Ensures adequate equipment and supplies for assigned area.
  • Ensures compliance to all health and safety regulations and requirements.
  • Performs similar or related duties as required or directed.
  • Regular, reliable and predicable attendance is required.


  • Graduate of an accredited School of Nursing and three to five years of relevant experience.
  • Current license as an RN in the State of Massachusetts.
  • Basic Life Support (BLS) required.
  • One year of ambulatory assessment and interventions experience.
  • Demonstrated problem solving skills and the ability to communicate via written reports.
  • Proficient with communication, team building and organizational skills; customer service excellence focused.
  • Experience in telephone nursing practice within an ambulatory practice setting.
  • Demonstrated leadership ability.
  • Demonstrated knowledge of various software applications such as Microsoft Excel, Word, Outlook, etc.

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