Knight Access Supervisor (Supervisor, Clinic Support)

Department Overview

The Supervisor of Oncology Access provides operational leadership and direct supervision for the Knight Cancer Access program, overseeing day-to-day access operations and frontline staff supporting patient entry into oncology services across OHSU Health and affiliated community sites.

This role is responsible for coordinating centralized oncology access functions across Hematology and Medical Oncology, Community Hematology Oncology, Radiation Oncology, Surgical Oncology programs, Hillsboro Medical Center, Adventist Health, and other oncology service lines. The Supervisor ensures efficient, patient-centered referral intake, scheduling, registration, and access coordination processes that support timely entry into cancer care.

 

The Supervisor directly manages the Access Liaison team and is accountable for daily operational oversight, workforce coordination, escalation management, referral workflows, provider scheduling support, and administrative patient navigation functions. Responsibilities include maintaining standardized workflows and operational consistency across multiple disease groups, departments, and locations while balancing specialty-specific clinical needs.

 

In partnership with operational leaders, nurse navigation, providers, and multidisciplinary teams, the Supervisor supports strategic initiatives focused on improving access, reducing scheduling delays, optimizing referral conversion, and enhancing the patient experience. This includes supporting programs such as the Knight Cancer Network, Cancer Early Detection initiatives, and embedded intake models within specialty clinics.

Function/Duties of Position

Customer Service Excellence

• Provide exceptional customer service to patients, referring providers, insurance carriers, and internal OHSU customers while promoting a patient-centered access experience across oncology services.
• Demonstrate professional, timely, and compassionate communication in both written and verbal interactions while effectively addressing patient, provider, and operational concerns.
• Utilize available systems, technology, and organizational resources to support efficient access coordination, service recovery, and issue resolution.
• Foster a culture of accountability, professionalism, collaboration, and service excellence within the Knight Cancer Institute.
• Monitor patient satisfaction, operational feedback, and service metrics to identify trends and support improvements in the patient and family experience.
• Collaborate with faculty, nurse navigation, clinic leadership, and operational teams to improve patient access, communication, and care coordination.
• Apply continuous process improvement principles to support operational efficiency, service delivery, and organizational access goals.

Operational and Program Oversight

• Independently oversee day-to-day operations of the oncology access program, ensuring timely, efficient, and patient-centered access to care across multiple oncology service lines and locations.
• Monitor departmental work queues, phone volumes, operational benchmarks, and access metrics while identifying barriers to access and holding staff accountable to operational standards.
• Oversee Epic work queues, referral workflows, scheduling activities, and access management functions in accordance with OHSU policies and operational expectations.
• Monitor and audit staff work product to ensure compliance with ambulatory practice standards, operational expectations, and quality benchmarks.
• Provide leadership in the development, implementation, and refinement of workflows, policies, procedures, and standard work supporting oncology access operations.
• Support operational throughput and patient access by balancing staffing resources, workflow priorities, scheduling capacity, and patient demand.
• Utilize operational metrics, reporting tools, and daily management systems to monitor performance, drive accountability, and identify opportunities for operational improvement.
• Coordinate operational workflows between access, nursing, clinic operations, providers, and ancillary departments to support continuity of care and operational efficiency.
• Facilitate regular staff meetings, huddles, and operational communications to support alignment, engagement, and continuous improvement.
• Collaborate with oncology and ambulatory leadership teams on operational initiatives, workflow optimization, and organizational priorities.
• Provide timely resolution to patient, provider, physician, personnel, and operational concerns while exercising sound judgment in response to changing operational needs and patient demand.
• Identify and escalate operational risks, compliance concerns, and quality-rel