Job Description
Department Overview
The Centralized Ambulatory Access Supervisor provides direct, day-to-day supervision of the front-line staff who support new patient scheduling, medical record acquisition, external referral creation and processing, and patient access across the Connected Care Center (C3), Ambulatory Access Services (AAS), and the Incoming Referrals Center (IRC). The supervisor ensures staff deliver consistent, high-quality, patient- and provider-focused service while meeting established access, productivity, and turnaround standards.
The supervisor oversees daily workflow and queue performance - checking in with staff throughout the day, leading daily huddles, and tracking and transparently sharing performance metrics - and resolves escalated patient and provider issues as they arise. As the direct people leader for the team, the supervisor recruits, hires, trains, evaluates, coaches, and develops front-line staff; fosters a positive, team-oriented culture built on trust; resolves work-related employee issues promptly; and supports staff development, retention, and advancement.
The supervisor also demonstrates fiscal accountability by monitoring expenses and preparing documentation for review, and ensures staff maintain patient confidentiality and follow applicable patient care requirements.This position reports to the Centralized Ambulatory Access Manager. Success requires strong problem-solving and organizational skills, a high level of written and verbal communication, and the ability to remain calm and effective under high-volume conditions and tight timelines.
Function/Duties of Position
Staff Operations
- Promotes a patient and provider-focused service model, monitors productivity and customer service.
- Ensure accurate and timely work of staff for:
- Referral processing
- New patient scheduling
- Obtaining outside medical records
- Access issues
- Oversees daily workflow by frequently checking on staff throughout the day.
- Implements and maintains daily huddles.
- Identifies and maintains applicable metrics and shares in a regular and transparent way.
- Recommends and implements operational and facility changes as needed; Maintains patient confidentiality, assuring that staff follow patient care requirements as applicable.
Human Resources Management
- Supervise front line staff; 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. 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. Works to increase employee retention rates.
- Assess staff performance regularly through competency testing, rounding, soliciting feedback, GROW conversations, etc. Provides opportunities for staff development and advancement; Approve and audit employee leave; Monitor timekeeping and attendance.
Finance
- Demonstrates fiscal accountability and effective use of resources: Manage, with guidance and support from the Sr. Director, applicable expenses.
- Prepares necessary documentation for supervisor review/approval; Assists in budgeting expenses associated with operations.
Communication, Interpersonal Skills and Relationship Management
- Collaborate with internal leaders at all levels of the organization as well as with external partners to provide excellent customer service.
- Recognized subject matter expert
- 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 with subordinates and team mates in a clear, concise,
accurate, and timely manner; develops consistent, effective modes of communicating with staff, including holding regular staff meetings.
- Accessible to staff during working hours.
Required Qualifications
Preferred Qualifications
- Bachelors degree or higher
- 2-5 years recent management experience, directly supervising front line staff in a high-volume, direct patient contact medical setting.
- Experience in managed care, billing, scheduling.
- A working knowledge of OHSU systems, policies, procedures and the OHSUMG practices. Experience with supervising staff who perform managed care, scheduling, and patient estimation. Familiarity with Epic Cadence, Prelude, Referrals.
Additional Details
- The position is a hybrid position that will include mostly work from home telecommuting with in person work as the particular project demands. In person work occurs in a typical office environment within a hospital setting. Work hours are as required to complete assignment, core hours are 8 am to 5 pm, Monday through Friday. Occasional evening and weekend hours as needed based on urgency of requests/deadlines.
- This position requires alternating sitting and standing throughout the day, some reaching overhead and
- bending and lifting up to 25 pounds. Significant use of personal computers, multi-line phones, copiers and fax machine.
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
