The Support Services Manager is responsible for the planning and operational management of the Support Services functions, including Front Desk, Scheduling, Radiologist Support, Authorizations, and Access across multiple modalities and locations. In addition, this role serves as a departmental Epic liaison to help identify solutions and optimize workflows and efficiency across the team and department. This role is responsible for providing leadership, expert guidance and management to multiple support services leadership roles, in addition to staff across multiple functions.

 

This vital role is a member of the Senior Management Team within Diagnostic Imaging and plays an important part in the development of plans that support and meet the strategic direction and operating objectives of Diagnostic Imaging’s department vision, goals and tactics. In addition, this position is responsible for collaborating with key stakeholders, providers and partners in developing operational improvements that focus on seamless access to services which enhance clinic relations and increase patient satisfaction. The combination of senior leadership, Epic Radiant system knowledge, PACS and Radiology departmental workflow expertise makes this unique management position vital to the progress and success of the Imaging clinical operation.

 

Other related responsibilities include development and participation in both the department Performance Improvement (PI) Committee and the Patient Experience Committee. The position is also accountable for establishing and maintaining standards for customer service.

Leadership/Management

• Develops planning that support both organization and department operational goals.
• Mentors both colleagues and staff members in the acquisition of knowledge, skills, abilities, and judgement
• Assesses the impact of change, and leads efforts to gain adoption across various stakeholder groups
• Communicates frequently with key stakeholders to understand business needs and status in meeting those needs.
• Oversees/gives direction of supervisory day-to-day operations management.
• Translates clinical methodologies into specifications, documentation, and project plans.
• Develops/Implements Dashboard tool that highlights key department activity including operational KPI’s and Improvement targets.
• Prepares and delivers Performance Assessments/Grow Conversations.
• Conducts regular staff meetings.
• Meets with leaders that report directly to the role to review status of delegated projects, team status and staffing plans.
• Identifies training and educational needs of staff and determines appropriate resources to meet those needs.
• Investigates and resolves problems related to work performance and prepares standard work documents.
• Responds to grievances and facilitates proper grievance process.
• Counsels employees, develops work plans and documents progressive discipline. Terminates employment when necessary.
• Communicates performance expectations, policies and procedures.
• Assists employees with problem identification and resolution.
• Tracks overtime and sick occurrences
• Manages the interviewing and hiring for the entirety of the Support Services Team.
• Successfully orients new employees, maintains training materials and comps, completes any specific training and plans for additional required training.
• Develops new positions as department needs grow.
• Monitors for timely completion of training requirements and demonstration of core competencies.
• Active participant in industry related or department specific committee or group. Inclusive of leading, facilitating or presenting through National meetings. Communicates new trends and tracks status of industry changes.
• Meet all regulatory requirements.

Epic Radiant Operations/Project Management

• Leadership/Strategic Planning and Project Management
• Works with EPIC to keep system up to date. Validates workflows and initiates change tickets if technical issue is found.
• Works closely with Epic analysts to correct and optimize Epic scheduling workflows.
• Meets regularly to improve Epic processes to optimize scheduling processes and increase patient access.
• Works collaboratively with ITG Radiant Team to develop and maintain Radiant optimization plan.
• Work with customers and Radiant team to make design recommendations to meet requirements and schedule, and perform feasibility/cost-benefit analysis of proposed solutions.
• Analyze Epic functionality to simplify processes, improve flow of data, and make use of enhancements
• Participate in build, evaluation, testing and validation of new functionality and Epic Upgrades
• Research, identify and recommend technological solutions to assist in meeting support goals.
• Utilize departmental project management system tools to ensure timely and accurate communication to project team members and organizational management.
• Develops initial and existing documentation of policies/procedures related to both project and operations.
• Leads, develops, and participates in workflow analysis, planning and project improvement. Assists team members in developing project plans for their respective areas.
• Research and evaluate current department technology and/or solutions in collaboration with the department leadership.

Customer Service/Quality Management

• Provides high quality customer service to both external customers (patient, referring providers, clinics and insurance carriers) and internal customers (OHSU health care providers and staff) that meets or exceeds the service standards of the health care industry.
• Builds key professional relationships, assesses needs of clinics/physicians and explains services we provide.
• Develops plan that includes established customer service standards, recovery and targets.
• Handles customer service complaints and concerns. Communicates directly with patients or other customers who have encountered difficulty accessing health care at OHSU.
• Identify areas for customer service improvement
• Participates in Patient Experience Committee to identify areas of team and department improvement
• Meets and communicates frequently with clinic partners both internal and external to meet clinic needs. Helps identify areas of improvement in ordering.

• Associates Degree or equivalent experience.

• Minimum 3 years of progressive leadership experience required.

• 5 years of experience in a patient access or customer service setting.

Job Related Knowledge, Skills and Abilities (Competencies):

• Proven strategic management skills. 

• Experience with building missions, setting and achieving goals. 

• Hiring/Performance management skills such as interviewing, experience with the performance management process (evaluations, employee development).

• Experience identifying and implementing training needs of staff.  -Training/facilitation skills. 

• Prior experience in building teams.   

• Leadership experience with strong customer service. 

• Strong Project Management skills. 

• EPIC Super-User Experience 1-year minimum.

• Demonstrated experience using Microsoft Project, VISIO, and Microsoft Excel.

• Excellent conflict management skills, interpersonal skills, organizational abilities, independent decision making skills, pro-active problem solving skills, excellent written and oral communication skills, flexibility, able to work in ambiguous situations, pro-active approach, ethical, respectful and professional manner.
• Must be able to perform the essential functions of the job with or without accommodation.

• Bachelor’s Degree

• One-year experience in a Diagnostic Imaging, hospital or medical setting.

• Epic Radiant 

• PACS

Job Related Knowledge, Skills and Abilities (Competencies):

• Experience managing within a union environment
• Experience with patient care and/or clinical experience, including the handling of insurance processes.
• Epic Radiant

Must be able to be an On-Call Manager on Duty on nights and weekends approximately 8 times a year.

The position travels to different locations on the Marquam Hill, South Waterfront and Beaverton campuses. A significant amount of time in the workday is spent using the computer and telephone. 

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.