Front Office Supervisor

Family Medicine at South Waterfront is a community-based clinic offering primary care and specialty services for all types of patients. We treat everyone--babies, children, adolescents, adults (including moms-to-be), and seniors. Our services include prenatal care (including deliveries), women's reproductive health, behavioral health care and counseling, transgender care, pediatric care, travel immunizations, podiatry and foot care clinics, sports medicine, Osteopathic Manipulative Treatment (OMT), Office Based Medication Assisted treatment (OBAT), acupuncture, minor procedures, and health maintenance with preventive care. Between 175 and 275 patients are seen daily by our 40 plus providers assisted by 60 plus staff members.

The Front Office Supervisor at Family Medicine at South Waterfront provides leadership, expert guidance, and oversight for PAS Trainees, Specialists, and Resource Specialists consistant with operational requirements and customer service philosophy of OHSU and the Department of Family Medicine. Provides input and guidance for process inprovement and customer satisfaction. Overall responsible for directing and coordinating the daily functions and duties of the front office, patient/clinician flow, compliance with regulatory requirements, ensuring education and training is up to date, HR management, scheduling (daily, weekly, and monthly), quality projects, safety for staff, patients, and visitors, and attending meetings. Provides back up support for clinical staff, including support for clinical support staff and providers.

• Supervises front office staff and provides daily guidance in problem solving.   Monitors successful completion of competencies, makes recommendations for salary increases, approved and assigns, and PAS work. Works as back up for all front office and clinical staff and its functions. Works in concert with Practice Manager to recruit, train, and counsel employees, develop work plans, participate in discipline up to and including dismissal. Participates in evaluations and setting long and short term goals for front office staff. Enters and monitors staff schedules in Kronos timekeeping. Encourages a cohesive team approach to the day-to-day operations. Leads by example. Provides ongoing feedback to staff.
• Monitors Clinical Operations: Investigates clinic scheduling errors, patient volume and flow, unkept appointments and reschedules, clinicians' time utilization, recommending changes as needed. Recommends and implements operational changes as needed.
• Supervises Managed Care Coordinators (PAS Resource Specialists). Participates in setting goals and maintaining standards. Assists in maintaining and coordinating referral and authorization services. Makes sure that the FTE supports the number of referrals processed.
• Provides high quality customer service to both external and internal customers to meet and/or exceed service standards. Serves as a role model for all clinical employees. Communicates with patients/families, or other health care team members in a timely, cost efficient, and courteous manner.
• Personnel management: Creates and maintains the monthly, weekly, and daily staffing schedules taking into account clinician variance and employee vacation and sick time; ensures all staff are up to date with training; hires, disciplines, and terminates staff in concert with Practice Manager; completes employee evaluations (probationary and annual); responds to grievances; creates and updates job descriptions; promotes staff development.
• Maintains reports on phone system and stats to ensure patient satisfaction and prompt care. Keeps phone stats in appropriate range to meet goals.
• Meetings/Collaboration: Attends, participates, and leads meetings including but not limited to: back/front office meeting, all team, quality improvement, labor management, lean, and others as directed by the Practice Manager. Collaborates with the Practice Manager and other members of the leadership team.
• Provides support for front office and clinical needs

• AA or equivalent education/experience, plus 2 yrs clinical experience with previous lead/supervisory experience
• Two years’ clinical experience with
• previous lead/supervisory experience.
• Electronic medical records, scheduling, Microsoft Office Suite, HR - hiring, training, discipline, termination, budget management, exceptional customer service skills, multi-line phone system, medical insurance - managed care, medical terminology.

• Bachelor’s Degree.
• Experience in managed care, billing, scheduling, EMR and HR. 

• Available to work Monday - Friday on flexible schedules - some Saturdays. Exposure to ill patients.
• Walking through clinics, working for extended periods at computer stations