Care Management and Coordination Operations Supervisor

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 at the OHSU South Waterfront. 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 Care Management andCoordination Nurse Manager 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.

Operations: This position supervises approx. 22 Team Coordinator andCare Coordinator staff and provides daily guidance in problem will be required to assign and approve business related will be called upon to investigate operational problems withinthe practice environment. Supervisor will work conjointly with theAmbulatory Oncology Care Management and Coordination NurseManager to evaluate work performance and initiates performanceappraisals for all employees under supervisors supervision. Works inconcert with the Manger to counsel employees develop work plans andparticipates in discipline communicates performance expectations andbusiness policies and procedures. Assists employees with problemidentification and resolution. Coordinates business personnel workschedules and timeaway schedules. Will arrange coverage for absentbusiness personnel. Other duties include:

• Monitors/audits standard work for Team Coordinator and CareCoordinator staff and provides timely coaching and positive/constructivefeedback 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 CoordinationResource Grid.

• Maintains and updates Master Ambulatory Oncology Care Managementand Coordination Schedule Grid.

• Maintains physical environment and equipment for effective operations.

• Anticipates and facilitates needs for repair renovations replacement newpurchases or modifications of work environment and equipment for theeffective 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 on 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.
• Other duties 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 and maintains relationships with referring physicians patientsclinic staff faculty and management staff to ensure positive patient andstaff interactions. Demonstrates active listening skills and supportive professional behavior at all times. Handles patient and staff complaints and problems promptly and courteously. Monitors service excellencemetrics and responds to satisfaction survey data. In collaboration withAmbulatory Oncology Care Management and Coordination Managerdevelops corrective action plans when metrics are below standard.
• Provides high quality customer service to both external customers(patient referring providers and insurance carriers) and internalcustomers (OHSU health care providers and staff) which meets or exceedsthe service standards of the health care industry and OHSU. These dutieswill include prompt and professional communication efforts in written andverbal forms facetoface customer contact skills crisis managementknowledge of available informational tools and technology standard complaint processing flexible coverage of internal service needs and thecontinuous application of process improvement methods and skills. The Clinic Operations Supervisor will serve as a role model for other clinical andnonclinical employees in KCI.

• Associates degree or equivalent education and 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.

Job Related KnowledgeSkills and Abilities(Competencies):

• 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.
• Proven interpersonal problemsolving and conflict resolution skills; possess leadership skills demonstrated by positive and professional rolemodeling and an encouraging motivational attitude.
• Flexible calm and nonjudgmental; 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.
• If qualifying as an MA must have graduated from a nationally recognized accredited medical assistant training program and have an active MA license

• Bachelors 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 OHSUs 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

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.