Clinic Operations Supervisor (Supervisor, Clinic Support)

Oregon Health & Science University • Portland, OR

1d • Onsite

About The Position

The Knight Cancer Institute (KCI) Clinics at the South Waterfront encompass a multidisciplinary clinical practice. This position is responsible for hiring, training, developing, managing, and evaluating Medical Assistant, Certified Nursing Assistant, and Clinical Support Assistant within the KCI Clinics at the South Waterfront. It works collaboratively with the Call Center Manager, understanding scheduling processes, and supports the clinic by leading the creation and implementation of best practice policies and coordinating patient flow activities. The role involves daily management of clinical flow, facilities, supplies/equipment, and room utilization across KCI Clinics. Responsibilities also include compliance to regulatory requirements, HR management, EMR optimization, Ambulatory initiatives (A3), and service excellence projects. The supervisor must understand and be able to perform MA functions related to patient flow and the medical assistant’s role. This position reports to the Director of Knight Cancer Clinics and has a collegial relationship with the management teams and medical directors across the Knight Cancer Institute. The supervisor provides high quality customer service to both external and internal customers, serving as a role model for other clinical and non-clinical employees in KCI.

Requirements

• Associates degree or equivalent education and experience
• Two years PASR or MA experience in a high volume medical practice clinical setting with direct contact with a culturally diverse patient population
• One of the years of experience should include lead work experience or demonstrate the ability to lead teams
• Experience in a health care, academic, or research environment
• Knowledge and experience of customer relationship management concepts
• Knowledge of the academic and/or healthcare environment
• Demonstrated excellent written and verbal communication skills
• Excellent organizational skills and strong time management skills
• Demonstrated exemplary customer service orientation and ability to work as a team member
• Must possess ability to work independently, to prioritize and manage own workload as well as ability to appropriately delegate to and coordinate workload of Medical Assistant staff
• Proven interpersonal problem-solving and conflict resolution skills
• Possess leadership skills demonstrated by positive and professional role-modeling and an encouraging motivational attitude
• Flexible, calm and non-judgmental
• Professional demeanor, strong patient, peer and physician communication skills
• Demonstrated skill in giving and receiving feedback
• Possess patience and ability to teach/train staff at various levels of the learning curve and with various learning style
• Proficiency in OHSU computer applications
• Working knowledge of medical terminology
• Knowledge of managed care, commercial, Medicare, and Medicaid programs
• Strong relationship building skills with patients, providers, staff, management, and outside collaborators
• Exceptional customer service skills
• If qualifying as an MA must have graduated from a nationally recognized accredited medical assistant training program and have an active MA license

Nice To Haves

• Bachelor’s in a health science field
• American Association of Medical Assistants certification (CMA)
• Experience working with an electronic medical record system, preferably Epic
• A bilingual fluency in Spanish, Russian, Vietnamese, Mandarin/Cantonese, Arabic or American Sign Language (Candidate must pass a language proficiency examination provided by OHSU prior to utilizing additional language skills in patient care encounters)
• Formal customer service training, conflict management training, and/or communication training
• Knowledge of OHSU’s business policies and procedures
• Demonstrated experience must include knowledge of OHSU systems, scheduling of appointments and obtaining authorizations, referrals and surgery scheduling
• Ability to meet deadlines and respond to urgent patient and system needs

Responsibilities

• Provides high quality customer service to both external customers (patient, referring providers, and insurance carriers) and internal customers (OHSU health care providers and staff) which meets or exceeds the service standards of the health care industry and OHSU
• Leads multi-disciplinary process improvement efforts to improve communication and activities of patient flow operations
• Is an expert user of Lean (OPEx) principles and Epic
• Leads huddles and participates in weekly improvement rounds and process improvement events
• Participates in ongoing initiatives and works collaboratively with Clinic and Infusion management to provide input on how to improve patient flow throughout Knight Cancer clinics and Infusion Centers
• Manages and facilitates daily Huddle
• Works collaboratively with Clinic and Infusion leadership to improve patient flow throughout KCI Clinics at the South Waterfront
• Interviews and hires evaluating Medical Assistant, Certified Nursing Assistant, and Clinical Support Assistant
• Trains new employees and arranges OHSU-sponsored training
• Collaborates with Director of Knight Cancer Clinics and Infusion Nurse Manager to develop staffing plan for medical assistant clinic and infusion support
• Conducts regular one-on-one meetings with each direct report and includes coaching, counseling, and professional employee development through discussions and mentoring
• Monitors timely completion of training requirements, and demonstration of core competencies
• Supervises approx. 34 Medical Assistant, Certified Nursing Assistant, and Clinical Support Assistant staff and provides daily guidance in problem solving
• Assigns and approves business related work
• Investigates operational problems within the practice environment
• Works conjointly with the Director of Knight Cancer Clinics to evaluate work performance and initiates performance appraisals for all employees under supervisor’s supervision
• Counsels employees, develops work plans, and participates in discipline, communicates performance expectations, and business policies and procedures
• Assists employees with problem identification and resolution
• Coordinates business personnel work schedules, and time-away schedules
• Arranges coverage for absent business personnel
• Monitors/audits standard work for Medical Assistant, Certified Nursing Assistant, and Clinical Support Assistant staff and provides timely coaching and positive/constructive feedback on work performed
• Provides leadership in creating and implementing policies and procedures for clinic operations
• Creates staff schedules and appropriately uses support staff
• Monitors staffing levels for the practice based on patient acuity, staff competencies and patient volume
• Monitors staff daily patient load schedules
• Monitors for last min patient additions to clinic and infusion schedules and serves as an escalation liaison for staff and provider requests to add patients
• Maintains and updates Master Room Grid as well as look for opportunities to improve room unitization by communicating with providers when room is available
• Maintains physical environment and equipment for effective operations
• Anticipates and facilitates needs for repair, renovations, replacement, new purchases or modifications of work environment and equipment for the effective provision of services within the clinical space
• Ensures work practices meet health, fire, safety, and regulatory requirements and compliance with DNV and HIPAA standards, including attendance of Readiness Rounds
• Oversee compliance and oversight of Sentact Surveys for clinic areas
• Investigate and consult on clinic-related escalations from the Patient Safety Intelligence (PSI) system and Press Ganey Patient Surveys
• Attends/leads quarterly Medical Assistant, Certified Nursing Assistant, and Clinical Support Assistant meetings, and participates on the MA Talent Pool Hiring Committee, as well as other meetings as assigned
• Assists Director of Knight Clinics in administrative duties as needed for clinical and/or operational flow
• Attends OHSU leadership meetings as assigned
• Serves as the KCI Clinic Service Excellence Ambassador by modeling and encouraging patient centered care
• Implements and supports service excellence missions and standards
• Develops and maintains relationships with referring physicians, patients, clinic staff, faculty, and management staff to ensure positive patient and staff interactions
• Demonstrates active listening skills and supportive, professional behavior at all times
• Handles patient and staff, complaints and problems promptly and courteously
• Monitors service excellence metrics and responds to satisfaction survey data
• In collaboration with Director, develops corrective action plans when metrics are below standard
• Collaboratively with Call Center Manager, investigates clinic scheduling errors, patient volume and flow, rescheduling, and providers’ template utilization
• Recommends operational changes as needed, and facilitates policy/procedure changes as required
• Investigates patient and provider complaints
• Develops appropriate corrective action plans
• Maintains accurate provider templates and listings of available clinical services
• Understands the Knight Cancer Clinic financial budget and goals, and reviewing staffing and OT accordingly
• Participates in annual budget process as needed and provides budget recommendations
• Ensures correct labor distribution for all supervised staff

Benefits

• Opportunities to learn and advance in a system of hospitals and clinics across Oregon and Southwest Washington
• OHSU welcomes people of all ages, ethnicities, genders, national origins, religions and sexual orientations
• Striving to build an anti-racist, multicultural institution and encourage people with diverse backgrounds to apply
• To request reasonable accommodation, contact [email protected]

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees