Supervisor Orthopedic Operations and Technicians

POSITION SUMMARY:

Supervises, coordinates, and monitors the administrative, operational, and clinical support functions of a high-volume Orthopedic Surgery practice. Directly supervises professional, clerical, and technical staff and serves as an administrative and operational liaison for the assigned department. Provides operational support to external surgical sites and collaborates closely with orthopedic providers and leadership to ensure efficient patient flow and high-quality service delivery across ambulatory and hospital-based settings.

In addition to overseeing administrative and financial operations, the position also provides senior-level oversight of orthopedic technical practice standards, quality assurance activities, and staff competency validation, ensuring operational excellence and regulatory compliance across the orthopedic service line.

Position: Supervisor Orthopedic Operations and Technicians

Department: Orthopedic Clinic

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Ensures that the assigned department(s) runs smoothly, efficiently and professionally on a daily basis.

• Assists with new hire orientation, training, supervising, and assigning tasks to assigned staff.

• Serves as liaison with all external department out-patient surgical sites. 

• Manages work flow and monitors quality of work of the assigned group to ensure an efficient operational flow, timely completion of assignments and adherence to department’s standards and regulations.

• Works closely with internal orthopedic in-patient team to create needed process and workflows to facilitate the flow of patients from the in-patient to the outpatient setting.

• Ensure all surgical KPI metrics are achieved. Coordinates and maintains the monthly schedule for the assigned department(s).

• Tracks and collects employees’ hours; reviews employee hours against the scheduled time to work, tracks leaves and vacation/sick time for the Department. 

• Submits weekly timesheets to the manager/director, and in the absence of manager/director, submits timesheets to Payroll Department.

• Monitors performance of unit coordinators, Template coordinator as well as Team Leads and compliance with departmental procedures and completes annual performance appraisals.

• Serves as first point of contact for benefit and payroll questions for all department employees.

• Works with managers and staff to resolve employee relations issues, drawing on appropriate BMC resources.

• Schedules meetings, coordinates audio-visual and technology requirements, orders catering services, etc., as needed.

• Produces call center KPIs and influence the decision-making process

• Project manages all internal departmental projects

• Analyzes, categorizes and prioritizes correspondence; responds to communications on behalf of the Manager; acts with a high level of independence in determining appropriate course of action.

• Maintains and supervises the maintenance of departmental files, manuals and records.

• Deals discreetly with confidential information concerning professional and patient issues including correspondence, test results, billing data, etc.

• Creates reports, spreadsheets, presentations and other correspondence requested.

• Plans, organizes and coordinates departmental receptions, meetings or functions, obtaining assistance as necessary. Handles telephone calls for the department and uses a professional and courteous speaking manner while on the phone.

• Maintains open communication lines with other departments. Acts as liaison with internal and external customers.

• Provides recommendations to administrative office systems in order to improve office productivity and cost effectiveness.

• Meets hospital-wide standards in the following areas:

• Conforms to hospital standards of performance and conduct, including those pertaining to patient rights, so that the best possible customer service and patient care is provided

• Utilizes hospital’s cultural beliefs as the basis for decision making and to support the hospital’s mission and goals.

• Follows established hospital infection control and safety procedures.

• Provides operational oversight of orthopedic technical services, including casting, splinting, bracing, traction support, and other clinic-based orthopedic procedures performed by Orthopedic Technicians.

• Serves as the primary operational liaison to the Lead Orthopedic Technician to ensure appropriate daily staffing assignments, workload distribution, and coverage planning for orthopedic technical support services.

• Oversees onboarding, orientation, and ongoing competency validation of orthopedic technical staff in collaboration with clinical leadership and departmental educators.

• Supports the development, implementation, and periodic review of standardized orthopedic technical workflows, clinical support protocols, and best practice guidelines to ensure consistency and quality of care.

• Participates in orthopedic quality assurance, regulatory readiness, and continuous improvement initiatives impacting orthopedic technical operations and patient care delivery.

• Oversees orthopedic technical equipment and supply readiness, including coordination of maintenance, repair requests, and inventory stewardship to support safe and efficient patient care delivery.

• Collaborates with orthopedic surgeons, APP leadership, inpatient orthopedic teams, and clinic operations staff to optimize patient flow and service line integration across ambulatory and hospital-based settings.

• Provides cross-coverage and operational support for other Orthopedic Surgery administrative areas and Operations Supervisors as needed, ensuring continuity of service, staffing coordination, and consistent operational standards across the department.

• Supports department-wide operational initiatives, staffing adjustments, and workflow management during periods of high volume, vacancies, or absences to maintain efficient clinic operations and patient access.

• Performs other related duties as needed.

DEPARTMENT SPECIFIC RESPONSIBILITIES:

• Directly supervises the Template Coordinator, Lead Orthopedic Technician, and Orthopedic Technicians (manager of record), providing operational leadership across orthopedic technical and scheduling functions.

• Oversees orthopedic technical staffing assignments and coverage planning to support efficient clinic workflow and patient flow.

• Partners with the Lead Orthopedic Technician, who provides day-to-day technical direction to Orthopedic Technicians, to ensure consistency of practice, appropriate task delegation, and adherence to departmental standards.

• Ensures standardization of orthopedic technical workflows, clinical support protocols, and patient preparation processes across ambulatory and inpatient orthopedic settings.

• Oversees orthopedic clinic regulatory readiness activities, including Joint Commission preparation, environment of care compliance, and infection control standards.

• Oversees orthopedic technical equipment and supply readiness, including inventory stewardship and coordination of maintenance and repair requests.

• Manages and optimizes provider templates across orthopedic subspecialties to ensure access, productivity, and efficient scheduling workflows.

• Manages QGenda scheduling processes to document surgeon time off and support coordinated provider availability.

• Collaborates with APP leadership and orthopedic providers to align Orthopedic Technician staffing with clinic volume and procedural needs.

• Serves as the primary operational escalation point for orthopedic patient workflow concerns and technical service issues.

• Conducts annual performance evaluations and supports professional development planning for assigned staff.

Must adhere to all of BMC’s RESPECT behavioral standards.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required)

JOB REQUIREMENTS

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor’s degree required or equivalent combination of education and progressive healthcare experience.

• Minimum of 4-5 years of progressive experience in healthcare operations, ambulatory practice support, or specialty clinical services required.

• Minimum of 2 years of supervisory, team lead, or staff coordination experience required.

PREFERRED EDUCATION AND EXPERIENCE:

• Experience supporting orthopedic, procedural, or surgical specialty environments strongly preferred.

• Experience overseeing clinical support or technical staff preferred.

CERTIFICATIONS, LICENSES, REGISTRATIONS REQUIRED:

• CPR/BLS certification preferred or obtained within first 90 days.

KNOWLEDGE, SKILLS & ABILITIES:

• Strong organizational, interpersonal, and communication skills with the ability to effectively lead and support administrative and clinical support staff.

• Demonstrated leadership ability to guide, mentor, and hold staff accountable for performance and adherence to departmental standards.

• Ability to function in a highly professional manner and communicate effectively with physicians, APPs, clinical teams, and administrative leadership.

• Strong computer proficiency with Microsoft Office applications (Word, Excel, PowerPoint), email, and web-based platforms; ability and willingness to become proficient in Kronos, Workday, QGenda, and other healthcare systems.

• Flexibility, strong project coordination skills, and ability to work effectively with all levels of internal management, clinical staff, and external stakeholders.

• Working knowledge of ambulatory clinical workflows and specialty practice operations.

• Understanding of regulatory and quality standards impacting outpatient clinic operations, including infection control and Joint Commission readiness.

• Ability to oversee and support competency development and workflow standardization for orthopedic technical staff.

• Strong analytical skills to monitor operational KPIs, staffing coverage, and workflow efficiency.

Compensation Range:

This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licensures as they directly relate to position requirements; as well as business/organizational needs, internal equity, and market-competitiveness. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), discretionary annual bonuses and merit increases, Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well-being. 

NOTE: This range is based on Boston-area data, and is subject to modification based on geographic location.

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