Care Management & Coordination Operations Supervisor (Supervisor, Clinic Support)

Department Overview

The Ambulatory Oncology Knight Cancer Institute (KCI) Clinics encompass a multidisciplinary clinical practice which includes Hematology Medical Oncology, Center for Hematologic Malignancies, and the Comprehensive Breast Center which include greater than 62 medical providers. This position is responsible for hiring, training, developing, managing and evaluating Care Coordinator and Team Coordinator staff within the Care Management and Coordination department in Ambulatory Oncology Clinics. This position works collaboratively and supports coverage with the leadership team and has an understanding of the care coordination processes.  This position supports the KCI practices by leading the creation and implementation of best practice policies, supporting continued education and coordinating patient and information flow activities to ensure timely, safe patient care and clinical operations. This position is responsible for daily management of clinical coordination support staff, ensuring high quality care, across Knight Cancer clinics.  Responsibilities also include compliance to regulatory requirements, HR management, EMR optimization, Ambulatory initiatives (A3) and service excellence projects. This position must have an understanding and ability to perform coordination tasks as it relates to patient care and the care and team coordinator roles. This position reports to the Ambulatory Oncology Nursing Director and has a collegial relationship with the management teams and medical directors for the Divisions of Surgical Oncology, Knight Cancer Institute, and KCI Inpatient Units.

Function/Duties of Position

• Provides high quality customer service to both external customers (patient, referring providers, and insurance carriers) and internal customers (OHSU health care providers and staff) which meets or exceeds the service standards of the health care industry and OHSU.  These duties will include prompt and professional communication efforts in written and verbal forms, face-to-face customer contact skills, crisis management, knowledge of available informational tools and technology, standard complaint processing, flexible coverage of internal service needs, and the continuous application of process improvement methods and skills. The Clinic Operations Supervisor will serve as a role model for other clinical and non-clinical employees in KCI.
• Process Improvement: Supervisor will lead multi-disciplinary process improvement efforts to improve communication and activities of patient care and clinical operations. Supervisor is an expert user of Lean (OPEx) principles and Epic. Supervisor will have the knowledge to perform all care coordination support staff duties, including records retrial, prior authorization processing, scheduling requests, and team communication. Supervisor will lead huddles and participate in weekly improvement rounds and participate in process improvement events. Supervisor will participate in ongoing initiatives and work collaboratively with Clinic and Infusion management to provide input on how to improve patient flow throughout Knight Cancer clinics and Infusion Center while focusing on high quality patient care. Supervisor will also lead or participate in the following:
  • Ongoing processes improvement initiatives
  • Manage and facilitate daily DMS Huddles, weekly Performance Improvement Rounds, monthly Care Management and Coordination meetings
  • Work collaboratively with Clinic and Infusion leadership to improve patient flow and communication throughout the Knight Cancer clinics
• Human Resources: This position reports directly to the Ambulatory Oncology Care Management and Coordination Manager.  Supervisor works collaboratively with the faculty and staff that work in the KCI.  In consultation and collaboration with the Ambulatory Oncology Care Management and Coordination leadership team, interviews and hires care coordination support staff, trains new employees, and makes arrangements for OHSU sponsored training. Collaborates with Ambulatory Oncology Care Management and Coordination leadership team to develop staffing plan for Care Management and Coordination support staff.  Conduct regular one-on-one meetings with each direct report and includes coaching, counseling, and professional employee development through discussions and mentoring. Monitors timely completion of training requirements, and demonstration of core competencies. 
• Operations: This position supervises approx. 22 Team Coordinator and Care Coordinator staff and provides daily guidance in problem solving.  Supervisor will be required to assign and approve business related work.  Supervisor will be called upon to investigate operational problems within the practice environment. Supervisor will work conjointly with the Ambulatory Oncology Care Management and Coordinati