Department Overview

Performs day-to-day administrative tasks; administers policies uniformly and equitably; implements procedures; coordinate facilities and space planning; communicate and enforce policies; Maintain ongoing compliance with DNV and Environment of Care requirements through staff education and monitoring; Ensures accurate and timely reporting, record keeping, data entry, and inventory control; Keeps PHO Nurse Manager informed of any problems or impending crises; Promotes the "Meaningful Use" of EPIC: Coordinate Epic training and support for new employees; Implement changes to Epic workflows.

Function/Duties of Position

Clinic Operations:

Promotes a customer-focused service model: a commitment to service excellence, providing the highest level of customer satisfaction; Monitors patient satisfaction indicators, such as wait times, rate of kept appointments, and patient experience; facilitates process improvement and quality assurance strategies; Decisions are driven by patient needs and feedback; Oversee daily clinic flow and resource use by frequently rounding clinic areas throughout the day. Work closely with providers and staff to improve efficiencies of clinic flow, including check-in, rooming, and checkout; Schedules MA, PAS, and other clinical staff to ensure appropriate and standardized staffing ratios; Responsible for front desk cash collection policies and procedures; Serve as model for customer service, including face-to-face communication with patients, and assisting frontline staff where necessary; Investigates patient scheduling errors, patient volume and flow, unkept and rescheduled appts, and provider exam room utilization; Recommends and implements operational and facility changes as needed; Coordinate repairs to space and equipment; Maintains patient confidentiality, assuring that staff follow HIPAA requirements as applicable.

Human Resources Management

Supervise PAS Team in the clinic practice: recruitment, hiring, training and development, evaluation, and disciplining; Leads staff to develop a culture that fosters positive attitudes and trust to achieve goals and objectives through excellent teamwork. Models support for operational goals of OHSU; Promptly and effectively resolves work-related employee issues, concerns and deficiencies; Provides immediate feedback to staff regarding customer service, work habits, and other performance areas. Mentor, coach and develop staff in the achievement of operational goals; Assess staff performance regularly through competency testing, rounding, soliciting feedback, etc. Provides opportunities for staff development and advancement; Approve and audit employee leave; Monitor timekeeping and attendance.

Communication and Interpersonal Skills:

Fosters a Positive Work Environment; Treats co-workers, clients, vendors, members of the public, and management with courtesy and respect; Outstanding excellent internal and external customer service skills; Communicates in a clear, concise, accurate, and timely manner; develops consistent, effective modes of communicating with clinic staff, including rounding, one on ones and staff meetings. Accessible to staff by phone and email during working hours.

Required Qualifications

Associates degree or equivalent education and/or experience

Two years front line clerical experience in clinical setting with previous lead experience. Experience in managed care, billing, scheduling, and HR.

Service excellence, computer skills, ability to handle multiple tasks simultaneously, well-developed organizational and communication skills, a team player.

Must have a proven ability to deal effectively with providers, subordinate staff, and patients. Ability to work well under pressure; be a self-starter; exercise problem solving and critical thinking;

Able to exercise initiative, sound analytical judgment, and problem-solving techniques in the decision-making process.

Additional Details

This position also comes with great benefits! Some highlights include:

• Comprehensive health care plans that cover 100% for a full-time employee and 88% for dependents for .75 FTE and higher.
• $50K of term life insurance provided at no cost to the employee
• Two separate above market pension plans to choose from
• Paid time off- 208 hours per year (full-time), prorated for part-time
• Extended illness bank- 64 hours per year, prorated for part-time
• 9 paid holidays per year
• Three weeks of paid parental leave
• Adoption assistance program (up to 5k)
• Substantial Tri-met and C-Tran discounts
• Tuition Reimbursement
• Innovative Employee Assistance Program (EAP)