Clinic Support Supervisor

Department Overview:

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.

Function/Duties of Position:

• This position reports directly to the Practice Manager. The Supervisor works collaboratively with the faculty and staff that work in the clinic. The Supervisor will be required to assign and approve business related work. The Supervisor will be called upon to investigate operational problems within the practice environment at any location. Coordinates business personnel work schedules, and time-away schedules. Will arrange coverage for absent business personnel in conjunction with other Supervisors and Practice Managers if necessary. Other duties include:
  • Monitors/audits work product of back-office staff to meet OHSU ambulatory practice benchmarks as well as quarterly clinical OHSU Ambulatory metrics.
  • Participates in creating and implementing policies and procedures for clinic operations. These should be tailored based on the specifics of each location and the providers that work there.
  • Monitors the Otolaryngology triage Pools in EPIC to ensure accuracy and timeliness.
  • Monitors staff In-Basket · Attends monthly Operations meetings
  • Attends daily 845am Ambulatory Huddle meetings and enter clinic stats
  • Conducts staff 1:1’s every 6-8 weeks · Assists Practice Manager with administrative duties as needed for clinical and/or operational flow
  • Works with other Clinical Operations Supervisor daily to support one another with challenges each team might have and help bridge the gaps between staff.
  • Template maintenance and schedule updates for all clinical providers 
  • Works at the PPV, CHH and BVTN locations, weekly with one work from home day. 
  • Kronos management and reporting out to Practice Manager for abnormalities.
  • DNV preparedness
  • Manage Sentact and Pharmacy deficiencies reported for Otolaryngology 
  • Work with Practice Manager to bring new supplies or inventory into clinic, assist with creating PO’s and work with purchasing as needed. 

• Interviews and hires all back office clinical staff for the department. Orients and trains new employees and makes arrangements for training as needed. Ensures all training and competencies have been completed and monitors work as part of onboarding. Assists the Practice Manager with standard work development and employee work confirmations. Serves as a mentor for all Posts replacement positions, attends hiring committee and plans clinic shadows.

  • Tracking staffing reclassification to MA 2 and hiring bonus.

  • Recertification tracking

  • Compass Module Compliance

• The Clinical Operations Supervisor is responsible to counsel employees, develop work plans, and supports the Practice Manager and HR with progressive discipline. Prepares performance assessments and meets with staff for annual performance review. Assists staff with problem identification and resolution.
• Provides ongoing feedback to all direct reports ensuring probationary and annual reviews are completed in a timely manner Maintains staff work schedules and coordinates all scheduled time off to ensure continuity of coverage.

• Supervisor will lead multi-disciplinary process improvement efforts to improve daily processes. These processes should be tailored to consider the different workflows of each clinic location. Supervisor

  is knowledgeable to serve as an expert user of Epic. Supervisor will have the knowledge to perform all back-office position duties 

  • Daily staffing management

  • Daily attendance management

  • Identify long term back-office float needs

Required Qualifications:

• AA or equivalent education/experience, plus 2 yrs clinical experience with  previous lead/supervisory experience.

Job Related Knowledge, Skills and Abilities (Competencies):

• 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 MA/EMT 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 OHSU 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 style. 

Preferred Qualifications:

• 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

Additional Details:

Monday – Friday varies 7:00 a.m. to 5:30 p.m.; overtime and weekend work as needed, determined by

Otolaryngology Department Leadership.

This would require you to be on site at PPV, CHH and BVTN 4 days per week, one day per week from

home.

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