Care Management and Coordination Operations 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 Coordination Nurse Manager to evaluate work performance and initiates performance appraisals for all employees under supervisor’s supervision.  Works in concert with the Manger to counsel employees, develop work plans, and participates in discipline, communicates performance expectations, and business policies and procedures. Assists employees with problem identification and resolution.  Coordinates business personnel work schedules, and time-away schedules.  Will arrange coverage for absent business personnel. Other duties include:
• Monitors/audits standard work for Team Coordinator and Care Coordinator staff and provides timely coaching and positive/constructive feedback on work performed.
• Provides leadership in creating and implementing policies and procedures for clinic operations.
• Create staff schedules and appropriately uses support staff. Monitors staffing levels for the practice based on patient acuity, staff competencies and patient volume.
• Serves as an escalation liaison for patients, staff and providers.
• Maintains and updates Master Care Management and Coordination Resource Grid.
• Maintains and updates Master Ambulatory Oncology Care Management and Coordination Schedule Grid.
• Maintains physical environment and equipment for effective operations.
• Anticipates and facilitates needs for repair, renovations, replacement, new purchases or modifications of work environment and equipment for the effective provision of services within the clinical space.
• Ensures work practices meet health, fire, safety, and regulatory requirements and compliance with DNV and HIPAA standards.
• Leads/attends monthly Coordination team meetings.
• Participates in the talent pool hiring, as well as other meetings as assigned
• Assists Manager in administrative duties as needed for clinical and/or operational flow.
• Attends OHSU leadership meetings as assigned.
• Service: Serves as the KCI Clinic Service Excellence Ambassador by modeling and encouraging high quality, patient-centered care.  Implements and supports service excellence missions and standards.  Develops and maintains relationships with referring physicians, patients, clinic staff, faculty, and management staff to ensure positive patient and staff interactions.  Demonstrates active listening skills and supportive, professional behavior at all times.  Handles patient and staff, complaints and problems promptly and courteously.  Monitors service excellence metrics and responds to satisfaction survey data.  In collaboration with Ambulatory Oncology Care Management and Coordination Manager, develops corrective action plans when metrics are below standard.
• Quality: Collaboratives with the Care Management and Coordination leadership team to investigate patient concerns and process/standard work deviations. Recommends operational changes as needed, and facilitates policy/procedure changes as required.  Investigates patient and provider complaints. Develops appropriate corrective action plans.  Maintains accurate provider templates and listings of available clinical services.
• Financial: This position is responsible for understanding the Knight Cancer Clinic financial budget and goals, and reviewing staffing and OT accordingly. Participates in annual budget process as needed and provides budget recommendations. Ensures correct labor distribution for all supervised staff. 

Required Qualifications

• AA or equivalent education/experience, plus 2 yrs clinical experience with 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 with direct contact with a culturally diverse patient population. Experience should include lead work experience, or 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 and strong time management skills; demonstrated exemplary customer service orientation and ability to work as a team member.
• Must possess ability to work independently, to prioritize and manage own workload as well as 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 and ability to teach/train staff at various levels of the learning curve and 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.
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Preferred 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 and obtaining authorizations, referrals and surgery scheduling; must have ability to meet deadlines and respond to urgent patient and system needs

Additional Details

• Monday – Friday. Ability to adjust schedule based on department needs (early or late meetings, etc) Weekend work as needed, determined by KCI management.  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.

Why apply to OHSU?

We are Oregon's only public academic health center. In addition to caring for patients, we lead groundbreaking research. We also train the next generation of health care professionals. As Portland's largest employer, we give you opportunities to learn and advance in a system of hospitals and clinics across Oregon and Southwest Washington. All are welcome. OHSU welcomes people of all ages, ethnicities, genders, national origins, religions and sexual orientations. We are striving to build an anti-racist, multicultural institution and encourage people with diverse backgrounds to apply. To request reasonable accommodation, contact [email protected]