Clinic Support Supervisor

Oregon Health & Science University•Portland, OR

7d•Hybrid

About The Position

The Urology clinical practice is dedicated to providing patients and referring providers the best possible experience. This position is responsible for daily management of clinical services and operations including patient rooming and clinic flow, appointment and surgery scheduling, clinic reception and phones. Responsibilities also include compliance to regulatory requirements, HR management, EMR optimization, Ambulatory initiatives, clinic quality, safety projects, and service excellence projects. This position is responsible for hiring, training, developing, managing, and evaluating clinic and clinical administrative staff in the Department. This position works collaboratively, supports coverage with the and has understanding of scheduling processes. This position may be required to represent the Department at OHSU Ambulatory practice meetings or other institutional meetings as assigned. This position will serve as part of the Department leadership team and will report to the Department Practice Manager. This position will manage processing of incoming referrals (internal and external), ensuring they are prepared for medical review, entered into the EPIC system, that the referrals contain complete information, and that follow-up is done (new patients scheduled or additional information requested from referring office if needed). This position will primarily support our OHSU Urology Clinic at our OHSU/CHH1 site, but will not be limited to cross-coverage as needed at our site at Adventist Health Portland.

Requirements

AA or equivalent education/experience, plus 2 yrs clinical experience with previous lead/supervisory experience
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 PAS 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 experience must include knowledge of Electronic Medical Record (EMR) systems, scheduling of appointments and obtaining authorizations, referrals and surgery scheduling
Must have ability to meet deadlines and respond to urgent patient and system needs.
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 styles.
Proficiency in EMR software.
Proficiency in computer applications such as Microsoft Office, including Word, Excel, and PowerPoint.
Working knowledge of medical terminology.
Knowledge of managed care, commercial, Medicare and Medicaid programs.
Strong relationship building skills with patients, providers, staff management, and internal OHSU and external collaborators.
Exceptional customer service and conflict resolution skills including service recovery.

Nice To Haves

Bachelors
Supervisory experience.
Knowledge of OHSU’s business policies and procedures.
Knowledge of OHSU computer systems.
Proficiency using Microsoft SharePoint.
Experience with Webi Reporting.
Experience with Epic EMR software.

Responsibilities

Recruit, train, mentor, retain and manage performance for clinical administrative and medical support staff.
Provide leadership, expert guidance, and oversight for staff including PAS Specialists, PAS Resource Specialists, and Medical Assistants.
Establish and set shifts for each direct report while understanding department budget goals and constraints.
Approve overtime in collaboration with the Practice Manager.
Regularly review staffing levels and overtime while providing reports and recommendations to the Practice Manager.
Ensure correct labor distribution for all supervised staff.
Supervise progressive discipline and consult with practice manager on disciplinary concerns.
Conduct regular one-on-one meetings with each direct report that includes coaching, counseling and professional employee development through discussions and mentoring.
Draft and implement performance evaluations and work plans, in collaboration with the Practice Manager.
Direct team leads to facilitate training of new staff and continuing education for all direct reports.
Comply with all regulatory requirements such as AFSCME contract, OHSU policies, applicable state and federal laws.
Provide guidance and problem-solving for day-to-day clinical operations.
Provide direct supervision to staff including planning, assigning, and organizing work, including rearranging schedules as needed to ensure appropriate workload and coverage.
Monitor/audit work product of staff to meet OHSU ambulatory practice benchmarks.
Monitor the staffing levels of current and upcoming shifts for the department based on patient acuity, staff competencies and patient volume.
Monitor and assist with access management according to OHSU and Department policies.
Oversee daily clinic volume and flow by coordinating tasks such as answering phones, front desk, scheduling, and managed care, rooming processes and clinic medical team administrative duties.
Supervise daily huddle process.
Provide timely and appropriate resolution to patient, customer, physician, personnel, vendor, and organizational concerns.
Supervise template maintenance for Department providers, which may include creating and revising existing templates; Coordinate re-scheduling due to template changes.
Provide leadership in creating and implementing policies and procedures for clinic operations.
Monitor EPIC Work Queues as needed.
Supervise the output and processing of all managed care activities assigned to resource specialists to include monitoring of performance expectations.
May be required to perform back-up for PAS functions.
Responsible for POS collection process and cash reconciliation process.
Oversee clinical inventory, supply ordering, and reconciliation processes.
Attend monthly-managed care meetings, surgery scheduler meetings, and other meetings as assigned.
Conduct staff meetings on a regular basis with the Practice Manager.
Implement and support service excellence missions and standards.
Develop and maintain relationships with referring physicians, patients, clinic staff, faculty, and management staff to ensure positive patient and staff interactions.
Demonstrate active listening skills and supportive, professional behavior at all times.
Handle patient and staff, complaints and problems promptly and courteously.
Monitor service excellence metrics and respond to satisfaction survey data.
Develop corrective action plans when metrics are below standard, in collaboration with the Practice Manager.
Monitor, investigate and report clinic scheduling errors, patient volume and flow, missed appointments, rescheduling, and providers’ clinic utilization.
Actively report key performance indicators.
Recommend operational changes as needed, and facilitate policy/procedure changes as required.
Investigate patient and provider complaints.
Develop appropriate corrective action plans with the Practice Manager.
Maintain accurate provider templates and listings of available clinical services.
Utilize OPEx and Lean principles and act as a leader for department quality and process improvement projects.
Utilize EMR and other business services applications to create and optimize practices and reporting.
Supervise CHH computer and phone related issues, inquiries, and recommendations.
Assist providers and staff with Epic and other clinical technical software.
Perform IT Coordination and other duties as assigned.