The Back Office Supervisor at Family Medicine at Richmond provides leadership, expert guidance and oversight for Medical Assistants consistent with operational requirements and customer service philosophy of OHSU and the Department of Family Medicine. This position works in close collaboration with the Richmond Practice Manager, Medical Director and Front Office Supervisor. Provides input and guidance for process improvement and customer satisfactionOverall responsible for directing and coordinating the daily functions and duties of the back office, patient/clinician flow, compliance with regulatory requirements, ensuring education and training is up to date, HR management, scheduling (daily, weekly, and monthly), quality projects, safety for staff, patients, and visitors, and attending meetings. Provides back up support for clinical staff, including support for clinical support staff and providers. Supervises staff at 2 different clinic locations (Richmond and Benson HS). Maintains and coordinates daily management systems for back-office team; furnish data, reports and information to department leaders to support decision making. Participate and support employee wellness and joy in practice work efforts as part of clinical leadership team.

 

The Richmond Community Health Center is a Federally Qualified Health Center (FQHC) with a 340b on-site pharmacy. The FQHC serves a panel of over 15,000 primary care patients with an annual visit volume of over 50,000 patient visits and a budget of over $20 Million annually. In addition to Primary Care, the Richmond Clinic also provides over a dozen specialty clinics and other programs designed to meet the healthcare needs of their patients.

Operational Support: The Back Office Supervisor is on call  24 hours a day, 7 days per week for potential clinic and safety issues needing prompt attention, and supporting a clinic with 150 people.

Key Responsibilities & Performance Standards

• Directs the work and supervises MA leads and all back-office staff.
• Works in concert with the Practice Manager to recruit, train, and counsel employees, develop work plans, participate in discipline up to and including dismissal. Responds to AFSCME grievances.
• Provides daily guidance and support in problem solving.
• Monitors successful completion of competencies, approves and assigns MA work.
• Works as back up for all back line functions.
• Completes staff evaluations and annual GROW conversations setting long and short-term goals for staff.
• Encourages a cohesive/collaborative team approach to day-to-day operations.
• Leads by example and provides ongoing feedback to staff.
• Familiar with clinic goals and objectives and participates in direction and guidance. 
• Monitors Clinical Operations: Manages clinician schedules, patient flow, wait times, quality, standard of care, and standard work.
• Monitors staff adherence to workflows, policies, and procedures to ensure standard work and care are aligned throughout clinic.
• Conducts and leads back-office meetings.
• Monitors staff schedules and Kronos timekeeping.
• Responsible for staff schedules, entering schedules into Kronos, monitoring staff for on time arrival and ill calls.
• Monitoring both unscheduled and scheduled outages.
• Provides high quality customer service to both external customes and internal customers to meet or exceed service standards.
• Communicates with patients/familes, or other health care team members in a timely, cost efficient, and courteous manner.
• Serves as a role model for all clinical employees.
• Assists in providing education and information to staff. 
• Develops and distributes policies and procedures for clinic specific back office duties. 
• Ensures continued education be made available for all staff members. 

 

• AA or equivalent education/experience, plus 2 yrs clinical experience with
  previous lead/supervisory experience
• Provides leadership, expert guidance, and oversight for PAS, MA, or LPN staff of the Department. Provides input and guidance for process improvement and customer satisfaction. Overall responsible for directing and coordinating the daily functions and duties of the office, patient/clinician flow, compliance with regulatory requirements, ensuring education and training is up to date, HR management, scheduling (daily, weekly, and monthly), quality projects, safety for staff, patients, and visitors, and attending meetings. Provides backup support for clinical staff, including support for them and providers. 
• Current BLS (Basic Life Support) certification at hire AND 
• Graduated from a nationally recognized accredited Medical Assistant training program OR LPN. 
• License, certification and/or registration of profession must be maintained for employment. 

• Two years of college; associates degree.
• Two years clinical experience with previous lead/supervisory experience, plus MA or LPN licensure.   

Available to work Monday - Friday on flexible schedules - some Saturdays. Exposure to ill patients

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.