Supervisor, Front Office

Department Overview

Provides leadership, expert guidance, and oversight for PAS Trainees, Specialists, and Resource Specialists consistent with operational requirements and customer service philosophy of OHSU and the Department of Medicine. Provides input and guidance for process improvement and customer satisfaction. Overall responsible 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.

 

The Front Office Supervisor works in close partnership with the Practice Manager & Back Office Supervisor to establish seamless clinic operations with patients, staff and clinicians, and has a direct reporting relationship with the specialty Practice Manager with Admin workflow expertise and oversight.  Oversees front office operations and workflows that support across all the medicine specialties: Harold Schnitzer Diabetes Health Center (HSDHC) & Adult Endocrinology Clinic, OHSU Bone Density imagining, Non-Oncology Infusion, Rheumatology, Nephrology, Allergy, Infectious Disease, Pulmonology.  As needed, liaisons with Ambulatory Access Services, Central Managed Care and EPIC Cadence/HSAT teams.

Function/Duties of Position

Key Responsibilities & Performance Standards

• Supervises front office staff and provides daily guidance in problem solving.   Monitors successful completion of competencies, makes recommendations for salary increases, approved and assigns, and PAS work. Works as back up for all front office and clinical staff and its functions. Works in concert with Practice Manager to recruit, train, and counsel employees, develop work plans, participate in discipline up to and including dismissal. Participates in evaluations and setting long and short term goals for front office staff. Enters and monitors staff schedules in Kronos timekeeping. 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, unkept appts and reschedules, clinicians' time utilization, recommending changes as needed. Recommends and implements operational changes as needed.
• Ensures accurate QGenda work patterns in place to represent all ambulatory clinical activities.  Oversees and supports all template maintenance activities, including assisting leadership in clinic schedule planning & scheduling workflow design planning, and directly owning the maintenance of our scheduling tools, decision trees, HSAT tickets and template build in EPIC.
• Managed Care Coordinator (PAS Resource Specialist). Participates in setting goals and maintaining standards. Assists in maintaining and coordinating referral and authorization services. Makes sure that the FTE supports the number of referrals processed.
• Liaison with Central Managed Care staff and their leadership, as well as assist with workflows, to ensure prior authorizations for professional services and external referrals are in place. 
• Provides high quality customer service to both external and internal customers to meet and/or exceed service standards. Serves as a role model for all clinical employees. Communicates with patients/familes, or other health care team members in a timely, cost efficient, and courteous manner
• Personnel management: Creates and maintains the monthly, weekly, and daily staffing schedules taking into account clinician variance and employee vacation and sick time.Ensures all staff are up to date with training.
• Hires, disciplines, and terminates staff in concert with Practice Manager.
• Completes employee evaluations (probationary and annual).
• Responds to grievances.
• Creates and updates job descriptions.
• -Promotes staff development.
• Maintains reports on phone system and 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: 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.
• Provides support for front office and clinical needs

Required Qualifications

• Associates degree or equivalent education and experience.
• 2 years’ front line clerical experience in clinical setting. Experience in managed care, billing, scheduling, and HR.

 

Preferred Qualifications

• Bachelors degree.
• Electronic medical records, scheduling, Microsoft Office Suite, exceptional customer service skills, multi-line phone system, medical insurance - managed care, medical terminology.
• 2 years’ management experience, scheduling, EMR, billing/coding.
• 1 years’ personnel management experience- hiring, training, discipline, termination, budget management,

 

 

Additional Details

Available to work Monday-Friday on flexible schedules.  Clinic open 7:30-5:30. Exposure to ill patients. Remote 1 day per week.

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 [email protected].