Care Management & Coordination Operations Supervisor (Supervisor, Clinic Support)
On-sitePortland, Oregon, United States
Job Summary
Manage and supervise approximately 22 Team Coordinator and Care Coordinator staff, conducting daily huddles, performance reviews, and one-on-one coaching to ensure high-quality clinical operations. Lead multi-disciplinary process improvement efforts using Lean principles to optimize patient flow, scheduling, and care coordination activities across Knight Cancer clinics. Handle escalated patient and provider complaints, maintain accurate staffing and resource grids, and collaborate with leadership to implement best practice policies and service excellence standards. Ensure compliance with regulatory requirements, manage the annual budget, and oversee training for direct reports while maintaining physical environment safety and equipment standards.
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
- 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
- ability to teach/train staff 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
- 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
- communication training
- Knowledge of OHSU's business policies and procedures
- Demonstrated experience must include knowledge of OHSU systems
- scheduling of appointments
- obtaining authorizations
- referrals
- surgery scheduling
- ability to meet deadlines
- respond to urgent patient and system needs
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