Department Overview
The Back Office Supervisor at Internal Medicine at Marquam Hill provides leadership, expert guidance and oversight for Back Office Staff 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 responsible for directing and coordinating the 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 staff, including support for clinical support staff and providers.
The Supervisor, Clinic Support, is on Call 24/7 for potential clinic and safety issues needing prompt attention. The Clinic is open 7:30AM –8PM M-F
Function/Duties of Position
- Personnel Management: Supervises back-office staff and provides daily guidance in problem solving.
- Assigns and approves MA, CSA, Rad Tech and Care Coordinator work.
- Serves as back up for all back-office staff and functions.
- Works in concert with Practice Manager to recruit, train, and coach employees, develop work plans and facilitate progressive discipline up to and including dismissal.
- Responds to grievances.
- Creates/updates job descriptions as needed.
- Completes employee evaluations (probationary and annual) along with support of staff goal setting both short and long-term.
- Responsibility for the monthly, weekly and daily staffing schedules taking into account provider variance, employee vacation and sick time.
- Responsible for entering schedules into Kronos, monitoring staff for on time arrival, ill calls and occurrences.
- Provides ongoing feedback to staff.
- Encourages a cohesive team approach to day-to-day operations.
- Leads by example.
- Monitors clinical operations: Manages clinician schedules, support for specialty clinics, patient flow, wait times, quality, standard of care, and standard work
- Customer Service: 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 timely, cost efficient, and courteous manner and assists with patient complaint/issue resolution.
- Staff/Clinic Education: Assists in providing education and information to staff. Develops and distributes policies and procedures for clinic specific back-office duties. Ensures continuing education is made available for all staff members and promotes staff development.
- EMR: Maintains and reports on EMR flow, quality, and stats to ensure patient satisfaction and prompt care with My Chart and charting in EPIC
- Compliance: Responsible for lab processes, and POC testing, monitoring and training. Responsible for DNV Readiness. Monitors successful completion of competencies & ensures all staff are up to date with required training.
- Meetings/collaboration: Attends, participates and leads meetings including but not limited to: back office, back/front office meeting, all team, quality improvement, ACMG, labor management, and others as directed by the Practice Manager. Collaborates with the Practice Manager and other members of the leadership team
Required Qualifications
- High School Diploma & AA or equivalent education/experience
- 2 yrs of clinical experience with previous lead/supervisory experience
- Experience with Electronic Medical Records, scheduling, Microsoft Office Suite, HR - hiring, training, discipline, termination, budget management, exceptional customer service skills, multi-line phone system, and knowledge of medical insurance and medical terminology.
Preferred Qualifications
- Bachelor’s Degree in related field.
- 2 years of supervisory / management experience
- Medical Assistant Certification or LPN
Additional Details
- Available to work Monday-Friday on flexible schedules. Clinic open 7:30-5:00. Exposure to ill patients.
- Walking through clinics, working for extended periods at computer station.
Why apply to OHSU?
We are Oregon's only public academic health center. In addition to caring for patients, we lead groundbreaking research. We also train the next generation of health care professionals. As Portland's largest employer, we give you opportunities to learn and advance in a system of hospitals and clinics across Oregon and Southwest Washington.
All are welcome. OHSU welcomes people of all ages, ethnicities, genders, national origins, religions and sexual orientations. We are striving to build an anti-racist, multicultural institution and encourage people with diverse backgrounds to apply. To request reasonable accommodation, contact askhr@ohsu.edu
