Care Management & Coordination Operations Supervisor (Supervisor, Clinic Support)
On-sitePortland, Oregon, United States
Job Summary
Manage and supervise approximately 22 Care Coordinators and Team Coordinators, conducting daily huddles, performance reviews, and coaching to ensure high-quality patient care. Lead multi-disciplinary process improvement efforts using Lean principles and Epic to optimize patient flow, communication, and clinical operations across Knight Cancer clinics. Handle operational tasks including scheduling, prior authorization processing, records retrieval, and policy implementation while serving as an escalation liaison for patients, providers, and staff. Monitor service excellence metrics, manage the clinic budget, and ensure compliance with regulatory standards. Report directly to the Ambulatory Oncology Nursing Director and collaborate with medical directors to drive service excellence initiatives.
Required Qualifications
- AA or equivalent education/experience
- 2 yrs clinical experience
- previous lead/supervisory experience
- One year supervisory experience in health care, academic, or research environment
- One year care coordination support experience in a high volume medical practice clinical setting
- direct contact with a culturally diverse patient population
- Experience should include lead work experience
- demonstrate the ability to lead teams
- Knowledge and experience of customer relationship management concepts
- Knowledge of the academic and/or healthcare environment
- Demonstrated excellent written and verbal communication skills
- excellent organizational skills
- strong time management skills
- demonstrated exemplary customer service orientation
- ability to work as a team member
- ability to work independently
- prioritize and manage own workload
- ability to appropriately delegate to and coordinate workload of Medical Assistant staff
- Flexible, calm and non-judgmental
- professional demeanor
- strong patient, peer and physician communication skills
- Demonstrated skill in giving and receiving feedback
- possess patience
- ability to teach/train staff at various levels of the learning curve
- with various learning style
- Proficiency in OHSU computer applications
- Working knowledge of medical terminology
- Knowledge of managed care, commercial, Medicare, and Medicaid programs
- Strong relationship building skills with patients, providers, staff, management, and outside collaborators
- Exceptional customer service skills
- Ability to adjust schedule based on department needs
- early or late meetings
- Weekend work as needed
- Must be able to traverse across campus to other locations on Marquam Hill and CHH
- Standing/sitting numerous hours a day
- numerous hours of computer use
- ability to assist with patient transportation
Desired Qualifications
- Bachelor's in a health science field
- Two + years supervisory experience in health care, academic, or research environment
- Two + years care coordination support experience
- Experience working with an electronic medical record system
- preferably Epic
- A bilingual fluency in Spanish, Russian, Vietnamese, Mandarin/Cantonese, Arabic or American Sign Language
- Candidate must pass a language proficiency examination provided by OHSU prior to utilizing additional language skills in patient care encounters
- Formal customer service training
- conflict management training
- and/or communication training
- Knowledge of OHSU's business policies and procedures
- Demonstrated experience must include knowledge of OHSU systems
- scheduling of appointments
- obtaining authorizations
- referrals
- and surgery scheduling
- must have ability to meet deadlines
- and respond to urgent patient and system needs
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