Front Office Supervisor - Oregon Health & Science University

Department Overview:

Family Medicine at Gabriel Park is a community clinic located in SW Portland. We serve our patients in varying stages of life and throughout their lives. Our services include general family medicine, transgender care, maternity care (including deliveries), pediatric care, behavioral health, sports medicine, travel immunizations, acupuncture, a retail pharmacy, x-ray, minor procedures, and health maintenance with focused preventive care. We are a high volume clinic that sees up to 250 patients and receives 400-600 phone calls daily. We have 39 providers plus 60 staff members. Our clinic guides itself though our vibe: Compassionate, Committed, and Collaborative.

 

Provides leadership, expert guidance and oversight for PAS Trainees, Specialists, Resource Specialists and Care Coordinators that is consistent with operational requirements and customer service philosophy of OHSU and the Department of Family Medicine.

 

Provides input and guidance for process improvement and customer satisfaction.  Overall responsibility for directing and coordinating the daily functions and duties of the front 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.

Function/Duties of Position:

• Supervises front office staff and provides daily guidance in problem solving:  Monitors successful completion of competencies. Assigns and approves PAS, MCC and Care Coordinator work. Works as back up for all front line and clinical staff and its functions. Works in concert with Practice Manager to recruit, train, counsel employees, develop work plans, and participates in discipline up to and including dismissal. Participates in evaluations and setting long and short-term goals for staff. Enters and monitors staff schedules in Kronos. Encourages a cohesive team approach to the day-to-day operations. Leads by example. Provides ongoing feedback to staff.
• Monitors Clinical Operations:  Investigates clinic scheduling errors, patient volume, and flow, un kept appts and reschedules, and provider’s time utilization, recommending changes as needed. Recommends and implements operational changes as needed.
• Supervises Managed Care Specialists:   Participates in setting goals and maintaining standards. Assists in maintaining and coordinating referral and authorization services. Make sure that the FTE supports the number of referrals processed.
• Supervises Care Coordinators:  Participates in setting goals and maintaining standards relating to provider re-paneling, QI projects, payor program metrics and various health maintenance campaigns.
• Provides high quality customer service to both external customers and internal customers to meet or exceed service standards:  Serves as a role model for all clinical employees. Communicates with patients/families, or other health care team members in a time and cost efficient courteous manner.
• Personnel management:  Creates and maintains the monthly, weekly and daily staffing schedules taking into account provider variance, employee vacation and sick time. Ensures all staff are up to date with training. Hires, disciplines and dismisses staff in concert with Manager. Completes employee evaluations (probationary and annual). Responds to grievances. Creates/updates job descriptions. Promotes staff development.
• Maintains and reports on phone system and call stats to ensure patient satisfaction and prompt care.  Keeps phone stats in appropriate range to meet goals.
• Meetings/collaboration:  Attends, participates and leads meetings including but not limited to: front office, back/front office meeting, all team, quality improvement, labor management, lean, and others as directed by the Practice Manager. Collaborates with the Practice Manager and other members of the leadership team.

Required Qualifications:

Education:

• High School Diploma & AA or equivalent education/experience

Experience:

• 2 years clinical experience with previous lead/supervisory experience

Job Related Knowledge, Skills and Abilities (Competencies):

• Electronic Medical Records

• Scheduling

• Microsoft Suite

• HR - hire, training, discipline, termination

• Budget management

• Exceptional customer service skills

• Multi-line phone system

• Medical Insurance - Managed Care

• Medical terminology

Preferred Qualifications:

Education:

• Bachelor’s degree in related field

Experience:

• 2 years management experience, scheduling, EMR, billing/coding

Job Related Knowledge, Skills and Abilities (Competencies):

• Previous Epic experience

Additional Details:

Available to work Monday through Friday on a flexible schedule – including possible Saturdays. Clinic open 7:30am-8:30pm. Exposure to ill patients. This position works in a busy environment with a lot of interruptions, multiple demands, and staff and patient interactions.

All are welcome: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.