The Urology clinical practice is dedicated to providing patients and referring providers the best possible experience. This position is responsible for daily management of clinical services and operations including patient rooming and clinic flow, appointment and surgery scheduling, clinic reception and phones. Responsibilities also include compliance to regulatory requirements, HR management, EMR optimization, Ambulatory initiatives, clinic quality, safety projects, and service excellence projects. This position is responsible for hiring, training, developing, managing, and evaluating clinic and clinical administrative staff in the Department. This position works collaboratively, supports coverage with the and has understanding of scheduling processes. This position may be required to represent the Department at OHSU Ambulatory practice meetings or other institutional meetings as assigned. This position will serve as part of the Department leadership team and will report to the Department Practice Manager.

 

This position will manage processing of incoming referrals (internal and external), ensuring they are prepared for medical review, entered into the EPIC system, that the referrals contain complete information, and that follow-up is done (new patients scheduled or additional information requested from referring office if needed). This position will primarily support our OHSU Urology Clinic at our OHSU/CHH1 site, but will not be limited to cross-coverage as needed at our site at Adventist Health Portland.

Personnel Supervision

• The Supervisor works in consultation and collaboration with the Practice Manager to recruit, train, mentor, retain and manage performance for clinical administrative and medical support staff.
• Provides leadership, expert guidance, and oversight for staff including PAS Specialists, PAS Resource Specialists, and Medical Assistants.
• Establishes and sets shifts for each direct report while understanding department budget goals and constraints. Works in collaboration with Practice Manager to approve overtime.
• Regularly reviews staffing levels and overtime while providing reports and recommendations to the Practice Manager.
• Ensures correct labor distribution for all supervised staff.
• Supervises progressive discipline and consults with practice manager on disciplinary concerns.
• Conducts regular one-on-one meetings with each direct report that includes coaching, counseling and professional employee development through discussions and mentoring.
• Drafts and implements performance evaluations and work plans, in collaboration with the Practice Manager.
• Directs team leads to facilitate training of new staff and continuing education for all direct reports.
• Complies with all regulatory requirements such as AFSCME contract, OHSU policies, applicable state and federal laws.

Daily Operations

• Demonstrates accountability and responsibility for day-to-day clinical operations by providing guidance and problem solving.
• Provides direct supervision to staff including planning, assigning, and organizing work, including rearranging schedules as needed to ensure appropriate workload and coverage.
• Monitors/audits work product of staff to meet OHSU ambulatory practice benchmarks.
• Timekeeping
• Monitors the staffing levels of current and upcoming shifts for the department based on patient acuity, staff competencies and patient volume.
• Monitors and assists with access management according to OHSU and Department policies.
• Oversees daily clinic volume and flow by coordinating tasks such as answering phones, front desk, scheduling, and managed care, rooming processes and clinic medical team administrative duties.
• Supervises daily huddle process.
• Provides timely and appropriate resolution to patient, customer, physician, personnel, vendor, and organizational concerns.
• Supervises template maintenance for Department providers, which may include creating and revising existing templates; Coordinates re-scheduling due to template changes.
• Provides leadership in creating and implementing policies and procedures for clinic operations.
• Monitors EPIC Work Queues as needed.
• Supervises the output and processing of all managed care activities assigned to resource specialists to include monitoring of performance expectations
• May be required to perform back-up for PAS functions
• Responsible for POS collection process and cash reconciliation process.
• Oversees clinical inventory, supply ordering, and reconciliation processes.
• Attends monthly-managed care meetings, surgery scheduler meetings, and other meetings as assigned.
• Works with Practice Manager to conduct staff meetings on a regular basis. 

Service

• 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 responds to satisfaction survey data.
• In collaboration with Practice Manager, develops corrective action plans when metrics are below standard.

Quality and Process Improvement

• Monitors, investigates and reports clinic scheduling errors, patient volume and flow, missed appointments, rescheduling, and providers’ clinic utilization. Actively reports key performance indicators.
• Recommends operational changes as needed, and facilitates policy/procedure changes as required.
• Investigates patient and provider complaints.
• Works with the Practice Manager to develop appropriate corrective action plans.
• Maintains accurate provider templates and listings of available clinical services.
• Utilizes OPEx and Lean principles and acts as a leader for department quality and process improvement projects.

Technology and Technical Support

• Utilize EMR and other business services applications to create and optimize practices and reporting.
• Supervises CHH computer and phone related issues, inquiries, and recommendations.
• Responsible for assisting providers and staff with Epic and other clinical technical software.
• IT Coordination and other duties as assigned. 

• AA or equivalent education/experience, plus 2 yrs clinical experience with previous lead/supervisory experience
• 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 Electronic Medical Record (EMR) 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 EMR software.
• Proficiency in computer applications such as Microsoft Office, including Word, Excel, and PowerPoint.
• Working knowledge of medical terminology.
• Knowledge of managed care, commercial, Medicare and Medicaid programs.
• Strong relationship building skills with patients, providers, staff management, and internal OHSU and external collaborators.
• Exceptional customer service and conflict resolution skills including service recovery.

• Bachelors 
• Supervisory experience.
• Knowledge of OHSU’s business policies and procedures.
• Knowledge of OHSU computer systems.
• Proficiency using Microsoft SharePoint.
• Experience with Webi Reporting.
• Experience with Epic EMR software.

• Monday – Friday, usual business hours; early morning, evening, and weekend work as needed. Must be able to traverse across campus to other OHSU locations such as Marquam Hill, CHH, and downtown. May be required to work in a small, windowless office, or cubicle setting. Primarily location of support will be at our OHSU Urology Clinic at the OHSU-Adventist Health site.
• Standing/sitting numerous hours a day; numerous hours of computer use; ability to assist with patient transportation. 

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To request reasonable accommodation, contact askhr@ohsu.edu