Clinical Operations Supervisor

Department Overview

The Neurological Surgery clinical practice is dedicated to providing patients and referring providers the best possible experience. This position is responsible for daily management of clinical services and operations including patient rooming and clinic flow, appointment and surgery scheduling, managed care, clinic reception and phones. Responsibilities also include compliance to regulatory requirements, HR management, EMR optimization, Ambulatory initiatives (A3), clinic quality, safety projects, and service excellence projects. This position is responsible for hiring, training, developing, managing, and evaluating clinic and clinical administrative staff in the Department. This position will be a working supervisor with knowledge to train and cover all PAS and clinical support duties as necessary. This position may be required to represent the Department at OHSU Ambulatory practice meetings and jointly represent the Department in Practice Scorecard and Billing meetings, or other institutional meetings as assigned.

This position will serve as part of the Department leadership team and will report to the Department Practice Manager. This position directly supervises ~25 staff and provides clinical operation support to 16 attending surgeons, 17 non-operative providers (APPs, non-surgical MDs), 4 fellows, and 21 residents.

Salary Range: $67,454 - $107,765, Commensurate with Experience

Function/Duties of Position

Personnel Supervision

• The Supervisor works in consultation and collaboration with the Practice Manager to recruit, train, mentor, retain and manage performance for clinical administrative and medical support staff.
• Provides leadership, expert guidance, and oversight for staff including PAS Specialists, PAS Resource Specialists, PAS Coordinators, Registered Nurses, Licensed Practical Nurses and Medical Assistants.
• Establishes and sets shifts for each direct report while understanding department budget goals and constraints. Works in collaboration with Practice Manager to approve overtime.
• Regularly reviews staffing levels and overtime while providing reports and recommendations to the Practice Manager.
• Ensures correct labor distribution for all supervised staff.
• Supervises progressive discipline and consults with practice manager on disciplinary concerns.
• Conducts regular one-on-one meetings with each direct report that includes coaching, counseling and professional employee development through discussions and mentoring.
• Drafts and implements performance evaluations and work plans, in collaboration with the Practice Manager.
• Directs team leads to facilitate training of new staff and continuing education for all direct reports.
• Complies with all regulatory requirements such as AFSCME contract, OHSU policies, applicable state and federal laws.

Daily Operations 

• Demonstrates accountability and responsibility for day-to-day clinical operations by providing guidance and problem solving. 
• Provides direct supervision to staff including planning, assigning, and organizing work, including rearranging schedules as needed to ensure appropriate workload and coverage. 
• Monitors/audits work product of staff to meet OHSU ambulatory practice benchmarks. 
• Monitors the staffing levels of current and upcoming shifts for the department based on patient acuity, staff competencies and patient volume. 
• Monitors and assists with access management according to OHSU and Department policies. 
• Oversees daily clinic volume and flow by coordinating tasks such as answering phones, front desk, scheduling, managed care, rooming processes and clinic medical team administrative duties. 
• Supervises daily huddle process. 
• Provides timely and appropriate resolution to patient, customer, physician, personnel, vendor, and organizational concerns. 
• Supervises template maintenance for Department providers, which may include creating and revising existing templates; Coordinates re-scheduling due to template changes. 
• Provides leadership in creating and implementing policies and procedures for clinic operations. 
• Monitors EPIC Work Queues as needed. 
• Supervises the output and processing of all managed care activities assigned to resource specialists to include monitoring of performance expectations. 
• May be required to perform back-up for staff functions, within scope. 
• Responsible for POS collection process and cash reconciliation process. 
• Oversees clinical inventory, supply ordering, and reconciliation processes. 
• Attends monthly managed care meetings, surgery scheduler meetings, and other meetings as assigned. 
• Works with Practice Manager to conduct st