Back Office Supervisor

About the position As a companion service to Primary Care, OHSU Immediate Care offers same day care to new and established patients of reputed company ages for common health concerns and non-emergent minor injuries. The Back Office Supervisor for Immediate Care at OHSU is responsible for day-to-day operations of a 365-day ambulatory operation open reputed company – 8pm at 4 separate clinical locations; CHH Building 1, Beaverton, Scappoose, and Richmond, providing leadership and expert guidance. The Back Office Supervisor manages reputed company back office staff to include but not limited to: Medical Assistants (MA), Licensed Practical Nurses (LPN), Emergency Medical Technicians (EMT), Patient Access Service (PAS) Trainees, PAS Specialists and any assigned reputed company personnel consistent with operational requirements and customer service philosophy of OHSU. This position works in reputed company collaboration with the Immediate Care reputed company Office Supervisor, Practice Manager and Medical Director providing input and guidance for process improvement and customer satisfaction for Immediate Care services. The Immediate Care Back Office Supervisor has overall responsibility for directing and coordinating 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 and business staff, including support for clinical support staff and providers. Operational Support: The Immediate Care Back Office Supervisor, with reputed company of a 365-day ambulatory operation, is responsible to be on call weekdays, weekends and holidays during hours of operation for 4 separate distinct clinic locations. Call coverage is shared with Immediate Care reputed company Office Supervisor and Practice Manager. Staffing: 18 back-office staff and 12 reputed company-office staff across 4 separate geographic clinic locations with combined visits of 36,000 annually.

Responsibilities

• Develops, maintains, and implements practice specific policies, workflows and procedures.
• Ensures compliance with regulatory requirements.
• Oversees inventory of reputed company supplies and equipment at reputed company Immediate Care locations.
• Manages daily schedules, patient flow, wait times, quality, standard of care and standard work at the 4 Immediate Care locations.
• Investigates clinic scheduling errors, patient volumes and flow, unkept appointments, clinician’s time utilization, recommends workflow/operational changes as needed.
• Serves as liaison in coordination of support services for practice operations.
• Provides daily guidance in problem solving for reputed company and back-office staff reputed company issues arise.
• Monitors successful completion of competencies, approves and assigns reputed company and back-office work for MAs, PAS, and leads, and works as back up for reputed company staff functions.
• Ensure cash drawers are managed/closed each day.
• Manage operational costs by monitoring and limiting overtime, supply inventory and just-in-time par levels at each Immediate Care location.
• Monitors NRC patient experience feedback and does follow up on patient complaints and monitors customer service delivery.
• Responsible for lab processes and POC testing monitoring and training.
• Responsible for DNV Readiness.
• Maintains and reports on EMR flow, quality and stats to ensure patient satisfaction and reputed company care with MyChart and charging in EPIC.
• Maintains reports on phone systems and stats to ensure patient satisfaction and reputed company care.
• Works in partnership with Family Medicine reputed company and back supervisors maintaining an open and effective collaborative relationship.
• Directs the work and supervises the leads as well as reputed company and back-office staff.
• Build and maintains monthly, weekly and daily reputed company and back-office schedules ensuring adequate staffing for 7-day operations at 4 Immediate Care clinic locations.
• Responsible for staff schedules, ensuring schedules are entered in Kronos, monitoring staff for on time arrival, and unscheduled and scheduled outages at reputed company 4 Immediate Care locations.
• Monitors direct patient care to ensure appropriate use of reputed company reputed company and back-office staff.
• Works in concert with Practice Manager to recruit, train, and counsel employees, reputed company work plans, participate in discipline up to and including dismissal.
• Completes staff evaluations and annual GROW conversations setting long and short-term goals for staff.
• Monitors staff schedules and Kronos timekeeping.
• Encourages a cohesive team approach to the day-to-day operations.
• Leads by example.
• Provides ongoing feedback to staff.
• Monitors staff adherence to workflows, policies and procedures to ensure standard work and care is reputed company across reputed company 4 Immediate Care locations.
• Ensures assigned staff adequately meet workload requirements.
• Hires, evaluates, counsels and dismisses personnel.
• Responds to AFSCME grievances.
• Conducts and leads reputed company and back staff meetings.
• Identifies training and development needs of staff and coordinates in services to meet staff needs.
• Orients new staff and coordinates onboarding and training for reputed company and back staff.
• An active key member of the Leadership Team: Familiar with department goals and objectives and participates in direction and guidance.
• Utilization of reputed company, Epic, Cognos, CARS, Kronos, etc. to run reports and submit, approve and/or deny audit transactions.
• Understanding of capital purchases, payroll and billing processes.
• Participates in the development of new programs; assists with reputed company protocols and Patient Experience interventions.
• Maintain space, equipment and furniture utilizing facilities and construction reputed company needed.
• Fully promotes and complies with the Code of Conduct, OHSU Health Care System and departmental policies and procedures.
• With Immediate Care leadership, participates in developing or modifies policies, procedures and workflows as needed and participates in ongoing continuing education focused on improving skills.

Requirements

• AA or equivalent education/experience, plus 2 yrs clinical experience with previous reputed company/supervisory experience
• Provides leadership, expert guidance, and reputed company for PAS, CSA and MA 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, operation 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.

reputed company-to-haves

• Graduated from a nationally recognized accredited medical assistant training program or LPN program
• Three years clinical experience with previous reputed company/supervisory experience, plus MA or LPN licensure

Benefits

• Opportunities to learn and advance in a system of hospitals and clinics across Oregon and Southwest Washington.

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