Back Office Supervisor

Department Overview

As a companion service to Primary Care, OHSU Immediate Care offers same day care to new and established patients of all 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 8am – 8pm at 4 separate clinical locations; CHH Building 1, Beaverton, Scappoose, and Richmond, providing leadership and expert guidance. The Back Office directly Supervisor manages all 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 lead personal consistent with operational requirements and customer service philosophy of OHSU. This position works in close collaboration with the Immediate Care Front 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 responsible 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 oversight 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 Front Office Supervisor and Practice Manager. 

Staffing: 18 back-office staff and 12 front-office staff across 4 separate geographic clinic locations with combined visits of 36,000 annually

Function/Duties of Position

Operations Management:

• Develops, maintains, and implements practice specific policies, workflows and procedures. Ensures compliance with regulatory requirements.
• Oversees inventory of all supplies and equipment at all Immediate Care locations.
• Manages daily schedules, patient flow, wait times, quality, standard of care and standard work at the 4 Immediate Care.
• 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 front and back-office staff when issues arise.  
• Monitors successful completion of competencies, approves and assigns front and back-office work for MAs, PAS, and leads, and works as back up for all 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 prompt care with MyChart and charging in EPIC.
• Maintains reports on phone systems and stats to ensure patient satisfaction and prompt care. 
• Works in partnership with Family Medicine front and back supervisors maintaining an open and effective collaborative relationship.
• Other Duties as Assigned

Personnel Management:

• Directs the work and supervises the leads as well as front and back-office staff. 
• Build and maintains monthly, weekly and daily front 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 all 4 Immediate Care locations.
• Monitors direct patient care to ensure appropriate use of all front and back-office staff.
• Works in concert with Practice Manager to recruit, train, and counsel employees, develop 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 aligned across all 4 Immediate Care locations.
• Ensures assigned staff adequately meet workload requirements.
• Hires, evaluates, counsels and dismisses personnel. Responds to AFSCME grievances.
• Conducts and leads front 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 front and back staff.
• Other duties as assigned

Administrative Functions:

• An active key member of the Leadership Team:
• Familiar with department goals and objectives and participates in direction and guidance.
• Utilization of Oracle, 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 security protocols and Patient Experience interventions.
• Maintain space, equipment and furniture utilizing facilities and construction when 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.
• Other duties as assigned.

Required Qualifications

• AA or equivalent education/experience, plus 2 yrs clinical experience with

  previous lead/supervisory experience 
• Provides leadership, expert guidance, and oversight 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.

Preferred Qualifications

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

Additional Details

• Immediate Care is a 365-day 12-hour ambulatory clinic embedded at 4 Primary Care locations.
• General work hours Monday – Friday 7-5.  Travel is required to Immediate Care locations, CHH1, Beaverton, Richmond and Scappoose. Shared weekend, evening and holiday call coverage.  Employee will need to flex hours as needed to achieve required outcomes of position.
• This position works in a busy environment with a lot of interruptions, multiple demands, and people interactions.  It requires dealing with frequent interruptions within the work group.  Requires effective collaborative working relationships with affiliated Family Medicine Clinic back and front office supervisor peers and staff.
• This position requires sitting for at least three hours at a time. Moderate use of computers and phones. Ability to lift and carry at least 25 lbs. Ability to speak clearly, demonstrate patience and understanding of customer needs. Must be able to deal with competing needs and priorities of internal and external customers

Why apply to OHSU?