The Digestive Health Center (DHC) is a multidisciplinary clinical practice which includes General Surgery, Gastroenterology, Bariatric Services and Liver Multi-D. This position is responsible for hiring, training, developing, managing and evaluating PAS staff in the DHC. This position supports the DHC practices by leading the creation and implementation of best practice policies, and coordinating PAS activities to ensure the smooth flow of clinical services and operations. This position is responsible for daily management of scheduling, surgery scheduling, managed care, and phones within the DHC. Responsibilities also include compliance to regulatory requirements, HR management, EMR optimization, Ambulatory initiatives (A3) and service excellence projects. This position will be a working manager with the knowledge to train and cover all PAS duties as necessary. This position reports to the DHC Practice Manager and has a collegial relationship with the management teams and medical directors for the divisions of Gastroenterology, Bariatric Surgery and General Surgery.

1. 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 the DHC. 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 employees in the DHC. 

2. Process Improvement: Supervisor will lead multi-disciplinary process improvement efforts to improve PAS operations. Supervisor is an expert user of Lean (OPEx) principles and Epic. Supervisor will have the knowledge to perform all PAS duties, including visit scheduling, surgery/procedure scheduling, and phones. Participate in complex process improvement events.

3. Human Resources: This position reports directly to the DHC Practice Manager. The Supervisor works collaboratively with the faculty and staff that work in the DHC. In consultation and collaboration with the DHC Practice Manager, interviews and hires PAS Specialists, PAS Resource Specialists, and students. Orients, trains new employees, and makes arrangements for OHSU sponsored training. Conduct regular one-on-one meetings with each direct report and includes coaching, counseling, and professional employee development through discussions and mentoring. Monitors timely completion of training requirements, and demonstration of core competencies.

4. Operations: This position supervises approx. 30 PAS/ PASR staff and provides daily guidance in problem solving. The Supervisor will be required to assign and approve business related work. The Supervisor will be called upon to investigate and collaborate with operation / practice manager any operational problems within the practice environment. The Supervisor will work conjointly with the DHC Practice Manager to evaluate work performance and initiates performance appraisals for all employees under supervisor’s supervision. Works in concert with the Practice Manger 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, and time-away schedules.

Will arrange coverage for absent business personnel. Other duties include:

• Monitors/audits work product of PAS staff to meet OHSU ambulatory practice benchmarks.
• Provides leadership in creating and implementing policies and procedures for clinic operations.
• Monitors EPIC Work Queues as needed.
• Monitors and assists with access management according to OHSU, Department and Division policies.
• Attends monthly managed care meetings, surgery scheduler meetings, and other meetings as assigned.
• Conducts PAS staff meetings on a regular basis.
• Attends weekly management meeting with the Practice Manager ad monthly with the DHC Medical Director
• Attends ACMG to ensure knowledge of Ambulatory initiatives
• Assists Practice Manager in administrative duties as needed for clinical and/or operational flow.
• Other duties as assigned.

5. Service: Serves as the DHC Clinic Service Excellence Ambassador. Implements and supports service excellence missions and standards. Develops and maintains relationships with referring physicians, patients, clinic staff, faculty, and management staff to ensure positive patient and staff interactions. Demonstrates active listening skills and supportive, professional behavior at all times. Handles patient and staff complaints and problems promptly and courteously. Monitors service excellence metrics and in collaboration with Practice Manager, develops corrective action plans when metrics are below standard.

6. Quality: Investigates clinic scheduling errors, patient volume and flow, missed appointments, rescheduling, and providers’ clinic utilization. Recommends operational changes as needed, and facilitates policy/procedure changes as required. Investigates patient and provider complaints. Develops appropriate corrective action plans. Oversees accurate provider templates and listings of available clinical services.

7. Financial: This position is responsible for understanding the DHC financial budget and goals, and reviewing staffing and OT accordingly. Participates in annual budget process as needed and provides budget recommendations.

• Associates degree or equivalent education and experience

• Two years front line clerical experience in clinical setting with previous lead experience. Experience in managed care, billing, scheduling, and HR.

• 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 as well as ability to appropriately delegate to and coordinate workload of PAS staff;

• 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 experience must include knowledge of OHSU systems, scheduling of appointments and obtaining authorizations, referrals and surgery scheduling; must have ability to meet deadlines and respond to urgent patient and system needs;

• 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.

• Proficiency in OHSU computer applications.

• Working knowledge of medical terminology.

• Knowledge of managed care, commercial, Medicare, and Medicaid programs.

• Strong relationship building skills with patients, providers, staff, management, and outside collaborators.

• Exceptional customer service skills.

• Bachelors
• Knowledge of OHSU’s business policies and procedures.

Monday – Friday 8:00am - 4:30pm; overtime and weekend work as needed, determined by Division Manager and/or Division Chief. Must be able to traverse across campus to other locations on Marquam Hill and CHH. Office location is at Market Square Building. High volume phones and fax transmissions.

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.