Clinical Operations Supervisor

Immediate Care is the only Family Medicine clinic open 365-days a year operating 8a-8p and the Clinical Supervisor is an integral part of the leadership team serving as a clinical subject matter expert for front and back operations. Operational Support: The Immediate Care Supervisor, with oversight of a 365-day ambulatory operations, is responsible for being on call weekdays, weekends, and holidays for four separate distinct clinic locations CHH1, Beaverton, Richmond, and Scappoose. Call coverage is shared with Practice Manager. Staffing responsibility: 18 back-office staff, 12 front office staff at four locations with a combined 33,000 visits annually. Requires effective collaborative working relationships with affiliated Family Medicine Clinic front and back clinical supervisor peers and staff.

Function/Duties of Position

Operations Management:

• Develops, maintains, and implements practice specific policies, workflows and procedures. Ensures practice 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.
• Ensures cash drawers are managed/closed each day.
• Manages 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 an 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 system 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.
• Builds 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, 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 with 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. 

• Bachelor’s Degree in a related field

• Graduated from a nationally recognized accredited medical assistant training program or LPN program

• Three years of clinical experience with previous lead/supervisory experience, plus MA or LPN licensure

• Three years of progressively responsible administrative duties to include lead work, supervision, or oversight of a project or program.

• 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 are up to date, operation management, scheduling (daily, weekly, and monthly), quality projects, safety for staff, patients, and visitors, and attending meetings. 

• Provides backup support for clinical staff, including support for clinical support staff and providers.

• Current BLS certification at hire AND graduated from a nationally recognized accredited Medical Assistant training program OR LPN, plus 2 years clinical experience with previous lead/supervisory experience.

• License, certification and/or registration of profession must be maintained for the duration of employment.

• Ability to perform the job duties with or without accommodation.

• Four years of clinical experience with previous lead/supervisory experience, plus MA or LPN licensure.  

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.