The Department of Medicine: Clinical Services provides central clinical support to medicine specialty faculty and practices, including Endocrinology/Diabetes, Bone Density, Nephrology, Pulmonology, Allergy, Infectious Disease and Rheumatology. Scope includes oversight/operations of three specialty clinics in Physicians' Pavilion and three Bone Density scanning locations, as well as supports patient communication/scheduling for the PPV & CHH1 non-oncology Infusion Centers.

Clinical operations oversight: Supervises and ensures quality customer service to both external customers (patients, patient families, referring providers, insurance carriers, etc.) and internal customers (OHSU healthcare providers and staff) that meets or exceeds the service standard of the health care industry. This includes: prompt and professional communication efforts; face-to-face customer contact skills; crisis management; familiarity and competence with available information and technology; standard complaint processing; flexible coverage of internal service needs; and the continuous application of process improvement methods and skills. Collaborate with other supervisors and leadership within the department to approve and implement procedures, workflows and methods.

 

Supervisory, Training and Competency: Recruits, interviews, hires, supervises, and evaluates staff. Provides required training for employees, develops department specific onboard training materials, arranges and monitors core competences. Assists in providing education and information to staff. Develops and distributes policies and procedures for clinic specific back office duties. Position assigns work schedules and work flow, evaluates work performance, and meets with staff on a regular basis to communicate performance expectations, promote the development of short- and long-term goals, and coaches employees in meeting said goals. Ensures continued education be made available for all staff members. Enters and monitors staff schedules in Kronos timekeeping. Also, serves as back up timekeeper.

 

Clinical Operational Flow Management: Supervises and assists with clinic flow and balanced use of resources. Monitors and confirms standard work is effective and consistently implemented across functions of clinic. Investigates clinic scheduling escalations/errors, patient volume and flow, provider clinic delays, patient request & paperwork delays. Investigates patient and provider complaints and develops appropriate corrective action plans. Responsible for monitoring, work flow development and training for pharmacy ordering and compliance, POC testing, Sentact/DNV readiness and compliance.

 

Administrative Operations: Assists the Practice Manager/Director in the preparation of revenue and expense budgets for the clinical support staff. This includes, but is not limited to, information about support staff FTE, float coverage, office/clinical supply orders, floor stock medication orders and specialty specific supplies and medications. Oversees/Troubleshoots equipment problem resolution, initiates new equipment requests and facilities requests. Assists with and/or maintains equipment and space inventories, including telework equipment. Serves as the IT Contact for computer, printer and phone issues. Tracks and approves clinic supply orders as submitted by clinic support staff. 

Clinical Service Resource: Must be proficient in EPIC. Shares knowledge of and expertise in clinical care work flows and disseminates information to other back office personnel. Proficient in accessing and interpreting QGenda schedules. Maintains working knowledge of diagnostic and procedural coding appropriate for the service area. Monitors staff productivity and efficiencies in the EMR. Develop and implement plans to mitigate back logs and maintain timely flow. Maintains and reports on EMR flow, quality, and stats to ensure patient satisfaction and prompt care. When necessary, communicates directly with patients or other customers who have encountered difficulty accessing health care at OHSU. 

 

Meetings/Collaboration: Attends, participates, and leads meetings including but not limited to: back/front office meeting, all team, quality improvement, tiered huddles, and Clinic Operations Committee, Provider Meetings, others as directed by the Director. Collaborates with the Director and other members of the leadership team. 

• AA or equivalent education/experience

• 2 years’ back office clerical experience in clinical setting. Experience in prior authorizations, previous lead experience.

• Electronic medical records, scheduling, Microsoft Office Suite, exceptional customer service skills, multi-line phone system, medical insurance managed care, medical terminology.

• Bachelors degree.

• 2 years’ management experience, scheduling, EMR, billing/coding.

• 1 years’ personnel management experience- hiring, training, discipline, termination, budget management,

• Current BLS

• One of the following three:

• 1. Completion of a nationally recognized accredited medical assistant training program, including a practicum (externship) of at least 160 hours, OR

• 2. Successful completion of a formal medical services training program of the United States Armed Forces, OR

• 3. Current Oregon Emergency Medical Technician (EMT) license (basic or advance) and national EMT registration with the National Registry of Emergency Medical Technicians (NREMT.)

Available to work Monday-Friday on flexible schedules. Clinic open 7:30-5:00. Exposure to ill patients. Remote up to 2 days per week- balancing onsite coverage with the Front/PAS Office Supervisor.

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.