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