The Ambulatory Oncology Knight Cancer Institute (KCI) Clinics encompass a multidisciplinary clinical practice which includes Hematology Medical Oncology, Center for Hematologic Malignancies, and the Comprehensive Breast Center which include greater than 62 medical providers. This position is responsible for hiring, training, developing, managing and evaluating Care Coordinator and Team Coordinator staff within the Care Management and Coordination department in Ambulatory Oncology Clinics. This position works collaboratively and supports coverage with the leadership team and has an understanding of the care coordination processes. This position supports the KCI practices by leading the creation and implementation of best practice policies, supporting continued education and coordinating patient and information flow activities to ensure timely, safe patient care and clinical operations. This position is responsible for daily management of clinical coordination support staff, ensuring high quality care, across Knight Cancer clinics at the OHSU South Waterfront. Responsibilities also include compliance to regulatory requirements, HR management, EMR optimization, Ambulatory initiatives (A3) and service excellence projects. This position must have an understanding and ability to perform coordination tasks as it relates to patient care and the care and team coordinator roles. This position reports to the Ambulatory Oncology Care Management and Coordination Nurse Manager and has a collegial relationship with the management teams and medical directors for the Divisions of Surgical Oncology, Knight Cancer Institute, and KCI Inpatient Units.

• Provides high quality customer service to both external customers (patient, referring providers, and insurance carriers) and internal customers (OHSU health care providers and staff) which meets or exceeds the service standards of the health care industry and OHSU.  These duties will include prompt and professional communication efforts in written and verbal forms, face-to-face customer contact skills, crisis management, knowledge of available informational tools and technology, standard complaint processing, flexible coverage of internal service needs, and the continuous application of process improvement methods and skills. The Supervisor will serve as a role model for other clinical and non-clinical employees in KCI
• Process Improvement: Supervisor will lead multi-disciplinary process improvement efforts to improve communication, activities, and processes for the Ambulatory Oncology Care Coordination group. Supervisor is an expert user of Lean (OPEx) principles, Epic, and all MS platforms. Supervisor will participate in ongoing initiatives and work collaboratively with Clinic and Infusion management to provide input on how to improve systems for policy management, documentation, and timekeeping for all staff. Supervisor will implement new systems and ongoing updates for departmental management and implementation of all policies related to Human Resources, central OHSU updates, timekeeping, staffing plans, and record keeping.
• Human Resources: This position reports directly to the Ambulatory Oncology Care Management and Coordination Manager.  Supervisor works collaboratively with the KCI management and staff.  In consultation and collaboration with the Ambulatory Oncology Care Management and Coordination leadership team, communicates all HR updates and develops plan for implementation. Collaborates with Ambulatory Oncology Care Management and Coordination leadership team to ensure tracking of staff and department adherence to staffing plans. Collaborates with management to give feedback and coaching to employees regarding all central HR policies, including attendance, Code of Conduct, job required trainings and certifications, and licensure. Monitors timely completion of training requirements, and demonstration of core competencies.
• Operations: This position provides daily support and guidance in problem solving. Supervisor will be required to assign and approve business related work.  Supervisor will be called upon to investigate operational problems within the practice environment. Supervisor will work with the Ambulatory Oncology Care Management and Coordination Nurse Manager to evaluate work performance.  Works with the Manager to counsel employees, develop work plans, and participates in discipline, communicates performance expectations, and business policies and procedures. Assists employees with problem identification and resolution. Coordinates business personnel work schedules, sick calls, and time-away schedules.  Will arrange coverage for absent personnel in a timely manner. Other duties include:
• • Provides leadership in creating and implementing policies and procedures for clinic operations.
  • Assists in creation of staff schedules and appropriately uses support staff. Monitors and documents staffing levels for the practice based on staffing plans.
  • Implements system for sick calls and coverage needs.
  • Collaborates with central OHSU call center for Triage RN coverage plan.
  • Serves as an escalation liaison for patients, staff and providers.
  • Maintains and updates Care Management and Coordination resource documents.
  • Maintains and updates Master Ambulatory Oncology Care Management and Coordination Schedule Grid.
  • Maintains physical environment and equipment for effective operations.
  • Anticipates and facilitates needs for repair, renovations, replacement, new purchases or modifications of work environment and equipment or technology for the effective provision of services within the clinical space.
  • Ensures work practices meet health, fire, safety, and regulatory requirements and compliance with DNV and HIPAA standards.
  • Leads/attends monthly Coordination team meetings.
  • Assists Manager in administrative duties as needed for clinical and/or operational flow.
  • Attends OHSU leadership meetings as assigned.
  Other duties as assigned.

• Associates degree or equivalent education and experience.
• One year supervisory experience in health care, academic, or research environment OR One year experience in management of operational, technical and systems needs for a healthcare department.
• One year care coordination support experience in a high volume medical practice clinical setting with direct contact with a culturally diverse patient population. Experience should demonstrate the ability to organize systems to lead teams.
• Knowledge of the academic and/or healthcare environment.
• 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.
• 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 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.

• Bachelor’s in a health science field.
• Two + years supervisory experience in health care, academic, or research environment
• Experience working with an electronic medical record system, preferably Epic
• Formal customer service training, conflict management training, and/or communication training
• Knowledge of OHSU’s business policies and procedures.

Monday – Friday. Ability to adjust schedule based on department needs (early or late meetings, etc) Weekend work as needed, determined by KCI management.  Must be able to traverse across campus to other locations on Marquam Hill and CHH. Standing/sitting numerous hours a day; numerous hours of computer use; ability to assist with patient transportation.

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.