Clinical Operations Supervisor

Department Overview:

Works to maintain effective working relationships with patients, physicians and other internal and external customers. This position reports to the Clinical Operations Director.

Salary Range: $67,454.40 - $107,764.80

Function/Duties of Position:

• Interviews and hires all MA/EMT/CSA/PAS staff for the department. Orients and trains new employees and makes arrangements for training as needed. Ensures all training and competencies have been completed and monitors work as part of onboarding. Assists the Clinical Operations Director with standard work development and employee work confirmations. Serves as a mentor for all Posts replacement positions, attends hiring committee and plans clinic shadows.
• Tracking staffing reclassification to MA 2 and hiring bonus.
• Recertification tracking
• Compass Module Compliance
• MA/EMT/CSA/PAS roles and provide training as needed. The Clinical Operations Supervisor is responsible to counsel employees, develop work plans, and supports the Clinical Practice Manager and HR with progressive discipline. Prepares performance assessments and meets with staff for annual performance review. Assists staff with problem identification and resolution.
• Provides ongoing feedback to all direct reports ensuring probationary and annual reviews are completed in a timely manner
• Maintains frontline and clinical staff work schedules and coordinates scheduled time off to ensure continuity of coverage
• Supervisor will lead multi-disciplinary process improvement efforts to improve daily MA/EMT/CSA/PAS work processes. These processes should be tailored to consider the different workflows of each clinic location. Supervisor is knowledgeable to serve as an expert user of Epic. Supervisor will have the knowledge to perform all MA/EMT/CSA duties
• Daily staffing management for MA/EMT/CSA
• Daily attendance management
• Identify long term CSA/MA float needs
• Front desk coverage
• 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 department 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 clinic. Ongoing Yes
• This position reports directly to the Clinical Practice Manager. The Supervisor works collaboratively with the faculty and staff that work in the clinic. The Supervisor will be required to assign and approve business related work. The Supervisor will be called upon to investigate operational problems within the practice environment at any location. Coordinates business personnel work schedules, and time-away schedules. Will arrange coverage for absent business personnel in conjunction with other Supervisors and Clinical Practice Managers if necessary. Other duties include:
• Monitors/audits work product of MA/EMT/CSA/PAS staff to meet OHSU ambulatory practice benchmarks as well as quarterly clinical OHSU Ambulatory metrics.
• Participates in creating and implementing policies and procedures for clinic operations. These should be tailored based on the specifics of each location and the providers that work there.
• Monitors the ORT Triage Pool in EPIC to ensure accuracy and timeliness.
• Monitors MA In-Basket
• Monitors scrubbing protocols for MA/EMT staff
• Attends weekly Operations meetings
• Attends daily 845am Ambulatory Huddle meetings and enter clinic stats
• Conducts MA/EMT/CSA/PAS 1:1’s every 6-8 weeks
• Assists Clinical Practice Manager with administrative duties as needed for clinical and/or operational flow
• Works with other Clinical Operations Supervisor daily to support one another with challenges each team might have and help bridge the gaps between MA’s and PAS staff.
• Template maintenance and schedule updates for all clinical providers
• Works at the AHPL location weekly with one work from home day.
• Partners with the Clinic Coordinators at each location for optimal daily flows within the clinics.
• Works directly with MA leads to ensure competencies and gains insight to MA/EMT/CSA challenges. Discusses ideas for changes and works with Practice Manager on implementation.
• Kronos management and reporting out to Practice Manager for abnormalities.
• DNV preparedness
• Manage Sentact and Pharmacy deficiencies reported for CHH1 and BVTN.
• Work with Practice Manager to bring new supplies or inventory into clinic, assist with creating PO’s and work with purchasing.
• Work with Adventist Partners on ongoing collaborations or facility’s needs.

Required Qualifications:

• HS diploma;
• Graduated from a nationally recognized accredited medical assistant training program/EMT program.
• Three years 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 MA/EMT 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 MA/EMT job scope.
• Strong relationship building skills with patients, providers, staff, management, and outside collaborators.
• MA/EMT Experience
• Exceptional customer service skills.
• Ability to perform the job duties with or without accommodation.

Preferred Qualifications:

• College Degree
• Surgical Practice Experience
• MA/EMT Experience
• Orthopaedic Practice Experience
• Casting
• Knowledge of OHSU computer systems, business policies and procedures.
• MA or EMT certification

Additional Details:

Monday – Friday varies 7:00 a.m. to 5:30 p.m.; overtime and weekend work as needed, determined by Orthopaedics Management. Primary location will be at AHP.

This would require you to be on site at AHP 4 days per week, one day per week from home.

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.