Clinical Support Team Supervisor

About the role

Petaluma Health Center provides high-quality, patient-centered care in Southern Sonoma County and West Marin. Its Clinical Support Team (CST) provides patient-access and care-coordination services, including diagnostic imaging and lab results, prescription refills, MyChart messages, telehealth visits and urgent care coverage. The CST Supervisor gives strategic, operational and clinical leadership to a team of CST providers (physicians, nurse practitioners and physician assistants), oversees workflows, monitors performance and supports a hybrid workforce.

Key responsibilities

• Provide day-to-day operational and clinical oversight of CST providers and foster a connected culture across a primarily remote team.
• Partner with primary care, nursing, call center and quality teams to promote integrated, patient-centered care.
• Coach, mentor and assess staff, resolve conflicts and counsel staff when clinical practice standards are not met.
• Maintain the CST Playbook so workflows, standards and procedures stay current and standardized.
• Monitor workloads via dashboards, use data to spot performance trends and coordinate schedules to ensure adequate staffing.
• Coordinate quality initiatives, process improvements and long-term planning for CST growth.
• Serve as administrative authority and expert resource for the team.

Required profile

• Current or prior CST experience, or substantial experience in in-basket management, results review, patient messaging and telehealth care.
• Master's degree in Nursing, Physician Assistant Studies or a related field; at least 3 years of relevant experience, past supervisory experience preferred.
• Active PA license in good standing with the California Physician Assistant Board, or an active NP and RN license in good standing with the California Board of Registered Nursing (out-of-state licenses in the state of residence).
• NCCPA certification or FNP-BC / AGNP-BC certification, and active DEA registration.
• Current Basic Life Support (BLS) certification and ability to meet the center's credentialing and privileging requirements.
• Bilingualism in English and Spanish, written and verbal, preferred.

Required skills

• Epic EHR superuser preferred.
• Strong interpersonal skills and commitment to an inclusive workplace.

What we offer

• 21 days of paid time off and 10 observed holidays.
• Medical, dental and vision insurance, with Kaiser and WHA plans including 30 chiropractor and acupuncture visits per year.
• Gym membership discounts, 401K matching after 1 year, flexible spending accounts and dependent care FSA.
• Life insurance, long-term disability and employee assistance program included at no cost to the employee.