Clinical Operations Supervisor

• 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, PAS Coordinators, Registered Nurses, Licensed Practical Nurses 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.

• 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.
• 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, 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 staff functions, within scope.
• 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.
• Assists Practice Manager in administrative duties as needed for clinical and/or operational flow.

• 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 or faculty, 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.

• 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.

• 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.

Oregon Health & Science University