As a companion service to Primary Care, OHSU Immediate Care offers same day care to new and established patients of all ages for common health concerns and non- emergent minor injuries. The Front Office Supervisor for Immediate Care at OHSU is responsible for day-to-day operations of a 365 day ambulatory operation open 8am - 8pm at 4 separate clinical locations: CHH Building 1, Beaverton, Scappoose, and Richmond, providing Front Office PAS leadership and expert guidance. The Supervisor manages all Patient Access Service (PAS) Trainees, PAS Specialists, PAS Resource and any assigned lead personal consistent with operational requirements and customer service philosophy of OHSU. This position works in close collaboration with the Operations Supervisor, Practice Manager and Medical Director providing input and guidance for process improvement and customer satisfaction for Immediate Care services.

Operations Management:

• Develops, maintains, and implements practice specific policies, workflows and procedures. Ensures practice compliance with regulatory requirements.
• Oversees inventory of all supplies and equipment at all Immediate Care locations.
• Manages daily schedules, patient flow, wait times, quality, standard of care and standard work at the 4 Immediate Care.
• Investigates clinic scheduling errors, patient volumes and flow, unkept appointments, clinician’s time utilization, recommends workflow/operational changes as needed.
• Serves as liaison in coordination of support services for practice operations.
• Provides daily guidance in problem solving for front office staff when issues arise.
• Monitors successful completion of competencies, approves and assigns front office work for PAS, and lead, and works as back up for staff functions.
• Ensures cash drawers are managed/closed each day.
• Manages operational costs by monitoring and limiting overtime, supply inventory and just-in-time par levels at each Immediate Care location.
• Monitors NRC patient experience feedback and does follow up on patient complaints and monitors customer service delivery.
• Responsible for DNV Readiness.
• Maintains and reports on EMR flow, quality and stats to ensure patient satisfaction and prompt care with MyChart and charging in EPIC.
• Maintains reports on phone system and stats to ensure patient satisfaction and prompt care.
• Works in partnership with Family Medicine front office supervisors maintaining an open and effective collaborative relationship.
• Other Duties as assigned.

Personnel Management:

• Directs the work and supervises the leads as well as front office staff.
• Builds and maintains monthly, weekly and daily front office schedules ensuring adequate staffing for 7-day operations at 4 Immediate Care clinic locations.
• Responsible for staff schedules, ensuring schedules are entered in Kronos, monitoring staff for on time arrival, unscheduled and scheduled outages at all 4 Immediate Care locations.
• Monitors direct patient care to ensure appropriate use of all front office staff.
• Works in concert with Supervisor and Practice Manager to recruit, train, and counsel employees, develop work plans, participate in discipline up to and including dismissal.
• Completes staff evaluations and annual GROW conversations setting long and short-term goals for staff.
• Monitors staff schedules and UKG timekeeping. Encourages a cohesive team approach to the day-to-day operations. Leads by example. Provides ongoing feedback to staff
• Monitors staff adherence to workflows, policies and procedures to ensure standard work and care is aligned across all 4 Immediate Care locations.
• Ensures assigned staff adequately meet workload requirements.
• Hires, evaluates, counsels and dismisses personnel. Responds to AFSCME grievances.
• Works with back-office supervisor leading front and back staff meetings.
• Identifies training and development needs of staff and coordinates in services to meet staff needs.
• Orients new staff and coordinates onboarding and training for front and back staff.
• Other duties as assigned.

Administrative Functions:

• An active key member of the Leadership Team:
• Familiar with department goals and objectives and participates in direction and guidance.
• Utilization of Oracle, Epic, Cognos, CARS, Kronos, etc. to run reports and submit, approve and/or deny audit transactions.
• Understanding of capital purchases, payroll and billing processes.
• Participates with development of new programs; assists with security protocols and Patient Experience interventions.
• Maintain space, equipment and furniture utilizing facilities and construction when needed.
• Fully promotes and complies with the Code of Conduct; OHSU Health Care System and departmental policies and procedures.
• With Immediate Care leadership participates in developing or modifies policies, procedures and workflows as needed and participates in ongoing continuing education focused on improving skills.
• Other duties as assigned. 

• Associate’s degree or equivalent education and experience. 

• Two years clinical experience with previous lead experience. 

• Experience in managed care, billing, scheduling, and HR.

• Two years of progressively responsible administrative duties to include lead work, supervision or oversight of a project or program.

• Bachelor’s Degree.
• Three years management experience. 

Immediate Care is a 365-day 12-hour ambulatory clinic embedded at 4 Primary Care locations.
General work hours Monday – Friday 7-5. Travel is required to Immediate Care locations, CHH1, Beaverton, Richmond and Scappoose. Shared weekend, evening and holiday call coverage. Employee will need to flex hours as needed to achieve required outcomes of position.
This position works in a busy environment with a lot of interruptions, multiple demands, and people interactions. It requires dealing with frequent interruptions within the work group. Requires effective collaborative working relationships with affiliated Family Medicine Clinic back and front office supervisor peers and staff.

Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or aaeo@ohsu.edu.