This position is responsible for the direct supervision of Connected Care Center staff as part of the Centralized Ambulatory Access Departments which consist of numerous teams that support new patient scheduling, medical record acquisition, external referral creation and access issues. The supervisor will work remotely but present on campus as needed. This position requires someone who can problem solve and stay highly organized. High level written and verbal communication skills and the ability to stay calm under high pressure conditions and timelines.

Key Responsibilities & Performance Standards

Staff Operations:

• Promotes a patient and provider-focused service model, monitors productivity and customer service.
• Ensure accurate and timely work of staff for:
• Referral processing
• New patient scheduling
• Obtaining outside medical records
• Access issues
• Oversees daily workflow by frequently checking on staff throughout the day.
• Implements and maintains daily huddles.
• Identifies and maintains applicable metrics and shares in a regular and transparent way.
• Recommends and implements operational and facility changes as needed; Maintains patient confidentiality, assuring that staff follow patient care requirements as applicable.

Human Resources Management:

• Supervise front line staff; recruitment, hiring, training and development, evaluation, and disciplining; Leads staff to develop a culture that fosters positive attitudes and trust to achieve goals and objectives through excellent teamwork. Promptly and effectively resolves work-related employee issues, concerns and deficiencies; Provides immediate feedback to staff regarding customer service, work habits, and other performance areas. Mentor, coach, and develop staff in the achievement of operational goals. Works to increase employee retention rates.
• Assess staff performance regularly through competency testing, rounding, soliciting feedback, GROW conversations, etc. Provides opportunities for staff development and advancement; Approve and audit employee leave; Monitor timekeeping and attendance.

Finance:

• Demonstrates fiscal accountability and effective use of resources: Manage, with guidance and support from the Sr. Director, applicable expenses.
• Prepares necessary documentation for supervisor review/approval; Assists in budgeting expenses associated with operations.

Communication, Interpersonal Skills and Relationship Management:

• Collaborate with internal leaders at all levels of the organization as well as with external partners to provide excellent customer service.
• Recognized subject matter expert
• Fosters a positive work environment; treats co-workers, clients, vendors, members of the public, and management with courtesy and respect.
• Outstanding excellent internal and external customer service skills.
• Communicates with subordinates and team mates in a clear, concise, accurate, and timely manner; develops consistent, effective modes of communicating with staff, including holding regular staff meetings. Accessible to staff during working hours.

• Associates Degree in related field or five years work related experience in clinical healthcare operations.
• 3 years prior experience in a clinical setting working with patient scheduling and access with a high level of patient interaction. Experience should demonstrate progressive additions to responsibility and at least one year serving as a lead worker.

• Bachelors degree or higher
• 2-5 years recent management experience, directly supervising front line staff in a high-volume, direct patient contact medical setting.
•  Experience in managed care, billing, scheduling.
• Ability to work with EPIC or similar electronic health record system
• Ability to work with Oracle or similar software system
• Timekeeping skills (e.g. Kronos)
• Knowledge of and ability to operate within the MS Office Suite (intermediate skill set)
• A working knowledge of OHSU systems, policies, procedures and the OHSUMG practices.  Experience with supervising staff who perform managed care, scheduling, and patient estimation. Familiarity with Epic Cadence, Prelude, Referrals.

The position is a hybrid position that will include mostly work from home telecommuting with inperson work as the particular project demands.  Inperson work occurs in a typical office environment within a hospital setting. Work hours are as required to complete assignment, core hours are 8 am to 5 pm, Monday through Friday.  Occassional evening and weekend hours as needed based on urgency of requests/deadlines.

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.