Clinic Support Supervisor

Oregon Health & Science University•Portland, OR

12d•Hybrid

About The Position

This position is responsible for hiring, training, developing, managing and evaluating MA/EMT/CSA/LPN staff in the Otolaryngology Department. This includes staff at multiple locations (currently PPV, CHH, and Beaverton). This position is responsible for daily management of clinic staffing, clinic flow, supplies & ordering, and triage for the department at all clinical locations. Responsibilities also include compliance to regulatory requirements, policy development and implementation, staff coverage needs, standard work, competency requirements, managing daily huddles for staff, reviewing quality of work, HR management and employee reviews, clinic quality, safety projects, and service excellence projects. Works to maintain effective working relationships with patients, physicians and other internal and external customers. This position reports to the Practice Manager.

Requirements

AA or equivalent education/experience
2 years clinical experience
Previous lead/supervisory experience
Demonstrated excellent written and verbal communication skills
Excellent organizational skills
Strong time management skills
Demonstrated exemplary customer service orientation
Ability to work as a team member
Ability to work independently
Ability to prioritize and manage own workload
Ability to appropriately delegate to and coordinate workload of MA/EMT staff
Proven interpersonal problem-solving and conflict resolution skills
Leadership skills demonstrated by positive and professional role-modeling and an encouraging motivational attitude
Flexible, calm and non-judgmental demeanor
Professional demeanor
Strong patient, peer and physician communication skills
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
Demonstrated skill in giving and receiving feedback
Patience and ability to teach/train staff at various levels of the learning curve and with various learning styles

Nice To Haves

College Degree
Graduated from a nationally recognized accredited medical assistant training program/EMT program
Surgical Practice Experience
MA/EMT Experience In Otolaryngology Practice Experience
Knowledge of OHSU computer systems, business policies and procedures
MA or EMT certification

Responsibilities

Hiring, training, developing, managing and evaluating MA/EMT/CSA/LPN staff.
Daily management of clinic staffing, clinic flow, supplies & ordering, and triage for the department.
Ensuring compliance to regulatory requirements, policy development and implementation.
Managing staff coverage needs, standard work, and competency requirements.
Managing daily huddles for staff and reviewing quality of work.
HR management and employee reviews.
Leading clinic quality, safety projects, and service excellence projects.
Maintaining effective working relationships with patients, physicians and other internal and external customers.
Assigning and approving business related work.
Investigating operational problems within the practice environment at any location.
Coordinating business personnel work schedules, and time-away schedules.
Arranging coverage for absent business personnel.
Monitoring/auditing work product of back-office staff to meet OHSU ambulatory practice benchmarks and quarterly clinical OHSU Ambulatory metrics.
Participating in creating and implementing policies and procedures for clinic operations.
Monitoring the Otolaryngology triage Pools in EPIC to ensure accuracy and timeliness.
Monitoring staff In-Basket.
Attending monthly Operations meetings.
Attending daily 845am Ambulatory Huddle meetings and entering clinic stats.
Conducting staff 1:1’s every 6-8 weeks.
Assisting Practice Manager with administrative duties as needed for clinical and/or operational flow.
Working with other Clinical Operations Supervisor daily to support one another with challenges.
Template maintenance and schedule updates for all clinical providers.
Kronos management and reporting out to Practice Manager for abnormalities.
DNV preparedness.
Managing Sentact and Pharmacy deficiencies reported for Otolaryngology.
Working with Practice Manager to bring new supplies or inventory into clinic, assisting with creating PO’s and working with purchasing.
Interviewing and hiring all back office clinical staff for the department.
Orienting and training new employees and making arrangements for training as needed.
Ensuring all training and competencies have been completed and monitoring work as part of onboarding.
Assisting the Practice Manager with standard work development and employee work confirmations.
Serving as a mentor for all Posts replacement positions, attending hiring committee and planning clinic shadows.
Tracking staffing reclassification to MA 2 and hiring bonus.
Recertification tracking.
Compass Module Compliance.
Counseling employees, developing work plans, and supporting the Practice Manager and HR with progressive discipline.
Preparing performance assessments and meeting with staff for annual performance review.
Assisting staff with problem identification and resolution.
Providing ongoing feedback to all direct reports ensuring probationary and annual reviews are completed in a timely manner.
Maintaining staff work schedules and coordinating all scheduled time off to ensure continuity of coverage.
Leading multi-disciplinary process improvement efforts to improve daily processes.
Serving as an expert user of Epic.
Performing all back-office position duties.
Daily staffing management.
Daily attendance management.
Identifying long term back-office float needs.