Clinical Operations Supervisor

Department Overview

This position is a member of the clinical management team that supports the 11 ambulatory clinics and 3 consult services, the Department of Molecular and Medical Genetics. The Clinical Operations Supervisor is responsible for guiding the day-to-day operations of the medical genetics clinical practice. This position is the primary liaison between Molecular and Medical Genetics clinical practice and both internal and external clinical practice support partners. Establishes and maintains positive working relationships with centralized support teams, ancillary services and the ambulatory care community. This role will support the practice manager with human resources of clinical support staff, financial reporting and regulatory compliance of the clinical practice. This position is responsible for daily management of clinical services and operations including front line scheduling team and back office genetic counseling assistant staff. Operations include space utilization, new patient referral intake, scheduling, and incoming call/fax/emails to the clinical practice. Daily management systems including daily team huddles, KPI metric updates, standard work and quality improvement culture are essential. Responsibilities include compliance to regulatory requirements, HR management, EMR optimization, Ambulatory initiatives (A3), clinic quality, safety projects, and service excellence projects. This position is responsible for hiring, training, developing, managing, and evaluating clinic support staff in the Department. This position will be a working supervisor with knowledge to train and cover all PAS and clinical support duties as necessary. This position may be required to represent the Department at OHSU Ambulatory practice meetings and jointly represent the department at central support 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 directly supervises 8 staff and provides clinical operation support to 11 MD Geneticists, 14 genetic counselors, 2 nurse practitioners, 3 registered dieticians and up to 10 residents and/or fellows. The clinical practice includes 11 ambulatory clinics, 2 IP consult services, 2 external consult services and a metabolic food room.

Function/Duties of Position

Personnel Supervision

• The Supervisor works in consultation and collaboration with the Practice Manager to recruit, train, mentor, retain and manage performance for clinical administrative and medical support staff.
• Provides leadership, expert guidance, and oversight for staff including scheduling staff (PASR), genetic counseling assistance (PAS) and other support staff as needed.
• Establishes and sets shifts for each direct report while understanding department budget goals and constraints. Works in collaboration with Practice Manager to approve overtime.
• Regularly reviews staffing levels and overtime while providing reports and recommendations to the Practice Manager.
• Ensures correct labor distribution for all supervised staff.
• Supervises progressive discipline and consults with practice manager on disciplinary concerns.
• Conducts regular one-on-one meetings with each direct report that includes coaching, counseling and professional employee development through discussions and mentoring.
• Drafts and implements performance evaluations and work plans, in collaboration with the Practice Manager.
• Directs team leads to facilitate training of new staff and continuing education for all direct reports.
• Complies with all regulatory requirements such as AFSCME contract, OHSU policies, applicable state and federal laws.

Daily Operations

• Demonstrates accountability and responsibility for day-to-day clinical operations by providing guidance and problem solving.
• Provides direct supervision to staff including planning, assigning, and organizing work, including rearranging schedules as needed to ensure appropriate workload and coverage.
• Monitors/audits work product of staff to meet OHSU ambulatory practice benchmarks.
• Monitors the staffing levels of current and upcoming shifts for the department based on patient acuity, staff competencies and patient volume.
• Monitors and assists with access management according to OHSU and Department policies.
• Oversees daily clinic volume and flow by coordinating tasks such as answering phones, front desk, scheduling, managed care, rooming processes and clinic medical team administrative duties.
• Supervises daily huddle process.
• Provides timely and appropriate resolution to patient, customer, physician, personnel, vendor, and organizational concerns.
• Supervises template maintenance for Department providers, which may include creating and revising existing templates; Coordinates re-scheduling due to template changes. Oversees qgenda for clinical activity tracking.
• Provides leadership in creating and implementing policies and procedures for clinic operations.
• Monitors EPIC Work Queues as needed.
• Supervises 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 staff functions, within scope.
• Attends monthly managed care meetings, weekly clinical leadership meetings and ambulatory practice meetings as assigned.
• Works with Practice Manager to conduct staff meetings on a regular basis.
• Assists Practice Manager in administrative duties as needed for clinical and/or operational flow.

Service

• 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 or faculty, complaints and problems promptly and courteously.
• Monitors service excellence metrics and respond to satisfaction survey data.
• In collaboration with Practice Manager, develops corrective action plans when metrics are below standard.

Quality and Process Improvement

• Monitors, investigates and reports clinic scheduling errors, patient volume and flow, missed appointments, rescheduling, and providers' clinic utilization. Actively reports key performance indicators.
• Recommends operational changes as needed and facilitates policy/procedure changes as required.
• Investigates patient and provider complaints.
• Works with the Practice Manager to develop appropriate corrective action plans.
• Maintains accurate provider templates and listings of available clinical services.
• Utilizes OPEx and Lean principles and acts as a leader for department quality and process improvement projects.

Technology and Technical Support

• Utilize EMR and other business services applications to create and optimize practices and reporting.
• Supervises CHH computer and phone related issues, inquiries, and recommendations.
• Responsible for assisting providers and staff with Epic and other clinical technical software.
• IT Coordination and other duties as assigned.

Required Qualifications

• AA or equivalent education/experience, plus 2 yrs clinical experience with previous lead/supervisory experience
• Experience in managed care, billing, scheduling, and HR.
• Two years of clinical experience as a MA, LPN, clinical scheduler or other role in a high-volume medical practice setting with direct contact with a culturally diverse patient population. Must include one year of lead or 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 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 and scheduling of appointments.
• 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, management, and internal OHSU and external collaborators.
• Exceptional customer service and conflict resolution skills including service recovery.

Preferred Qualifications

• Knowledge of OHSU computer systems.
• Proficiency using Microsoft SharePoint.
• Experience with Webi Reporting.
• Experience with Epic EMR software.
• Experience with Qgenda

Additional Details

• Monday - Friday, usual business hours; early morning, evening, and weekend work as needed. Must be able to traverse across campus to other OHSU locations such as Marquam Hill, CHH, and Cornell West. May be required to work in a small, windowless office, or cubicle setting. Remote and in person flexibility required.
• Standing/sitting numerous hours a day; numerous hours of computer use; ability to assist with patient transportation.

Why apply to OHSU?

We are Oregon''s only public academic health center. In addition to caring for patients, we lead groundbreaking research. We also train the next generation of health care professionals. As Portland''s largest employer, we give you opportunities to learn and advance in a system of hospitals and clinics across Oregon and Southwest Washington. All are welcome. OHSU welcomes people of all ages, ethnicities, genders, national origins, religions and sexual orientations. We are striving to build an anti-racist, multicultural institution and encourage people with diverse backgrounds to apply. To request reasonable accommodation, contact askhr@ohsu.edu