Customer support manager Jobs in Hillsboro, OR

Orenco Primary Care Leadership

This position provides leadership, expert guidance, and oversight for clinical staff at Orenco Primary Care, a shared clinic between Internal Medicine, Family Medicine, OHSU and Hillsboro Medical Center with a Family Medicine Residency program and several subspecialities including Geriatrics, Gender Affirming Care, Office Based Addictions Treatment, Psychiatry, Sports Medicine and Obstetrics. This position reports to the Orenco Practice Manager and works closely with the Orenco Medical Director. Overall responsible for directing and coordinating the daily functions and duties of the clinic; patient/clinician flow, compliance to regulatory requirements, ensuring education/training is up to date, HR management, scheduling (daily, weekly, and monthly), quality projects, safety for staff, patients and visitors, provides back-up support for clinical staff and attending meetings. Provides back-up support for 18 clinic support staff, who support approximately 23 providers. This position works collaboratively and supports coverage with the PAS Lead and has the ability to perform PAS functions as it relates to patient flow and the medical assistant role. Supervises Medical Assistants and Care Coordinators at Orenco Station Primary Care These responsibilities are performed in a manner that is consistent with the expectations of the Division of General Internal Medicine, the Department of Family Medicine, OHSU, HMC and Ambulatory Care. The Back Office Supervisor is on Call 24/7 for potential clinic and safety issues needing prompt attention.

The Clinic is open 7:30AM 8:00 PM Mon. Thursday and Friday 7:30 AM 5:00 PM.

Function/Duties of Position

Daily operations:

• Ensures patient/clinician flow for efficiency within clinic
• Assists with clinic operations during times of short staffing or extreme busyness.
• Assists with crisis management.
• Ensures that all daily, weekly and monthly quality checks are completed
• Ensures that supplies/equipment/medications and vaccines are kept at PAR levels.
• Demonstrates collaborative problem-solving skills and conflict resolution. Provides daily "rounding/huddle" and will be accessible, available, and responsive to staff, providers and patients.
• Reviews provider schedules, including clinic, precepting and call schedules for gaps and overlaps.
• Assigns daily provider coverage for vacations, CME, FMLA, etc.
• Works with Practice Manager and Medical Director to establish schedules for new clinicians based on clinical need, room utilization and FTE.

Education/Training:

• Trains clinic support staff on EPIC
• Trains and ensures all clinic support staff are up to date on all point of care tests (UA, Hemoglobin, UDS, HCG, Strep, fecal occult, glucose, etc)
• Ensures all clinic support staff are compliant with required clinic, hospital, and other trainings, policies and procedures (TJC, Vaccines for children (VFC), Compass trainings, Oregon immunization alert, etc.)
• Develops training material and orients new clinic support staff staff

Personnel management:

• Completes employee evaluations (probationary and annual)
• Responds to grievances
• Creates/updates job descriptions
• Recommend wage adjustments and bonuses allowable per contracts.
• Establishes work schedules and monitors work performance, staffing assignments, vacation and leave approvals, as well as time and attendance system. Ensures that schedules and assignments are made and adjusted based on sick calls, special patient needs, special assignments and training
• Build and maintain a work environment that reflects a positive atmosphere, high employee satisfaction and competence and a strong evidence of teamwork and team diversity.
• Assists with recruiting and human resource management activities for all roles within the clinic, including providers and residents.
• Responsible for entering schedules into Kronos, monitoring staff for on time arrival, ill calls and occurrences.
• Maintain an efficient patient-centered environment ensuring an exceptional patient experience through kindness, inclusion, integrity, accountability, and excellence.
• Responsible for the recruitment and hiring of open positions, as well as the forecasting and request of new initiatives. Responsible for the onboarding.
• -Promotes staff professionalism and performance with coaching, training and feedback. Mentors' others in individual and team accountability, modeling behavior and demonstrating best practices/techniques.
• Approach the performance review process constructively and conduct it in accordance with OHSU Code of Conduct and departmental guidelines and procedures. Offers continuing guidance and assistance to employees on work activities, procedures, competencies, development and performance-related issues as appropriate. Addresses any performance related issues promptly.
• Work closely with the Practice Manager and the HR Business Partner on all matters related to employee and labor relations.
• Ensure compliance with staff credentials including licensure, registration and mandatory education.

Quality:

• Ensures OHSU and HMC patient/customer service standards are met.
• Handles patient complaints as needed.
• Collaborates with the Practice Manager to:
• Lead process improvement initiatives, daily management system (DMS), and daily readiness meetings with staff, residents, and providers.
• Develop and implement departmental policy and procedures to solve specific operating problems and improve patient care, factoring in OHSU, HMC, Family Medicine and Internal Medicine standards.
• Encourage staff participation in planning, decision making, and problem solving.
• Ensures broken or new equipment is reviewed by clinical technology services.
• Contribute to space utilization and managing the growth of the clinic

Safety:

• Works with Practice Manager and/or Executive Assistant on environmental service issues.
• Assists with incident reports and workers compensation tracking.
• Ensures medication and vaccine safety
• Keeps informed of all licensures, regulatory and safety requirements. Ensures department and staff compliance with CMS regulations, HIPAA, OSHA, CLIA, OHSU, the Nurse Practice Act compliance, DNV and other regulations

Meetings/collaboration:

• Attends, participates and leads meetings including but not limited to: back office, back/front office meeting, all team, quality improvement, labor management, lean, and others within Orenco Station Primary Care as directed by the Practice Manager.
• Collaborates with the Practice Manager and other members of the Leadership Teams within OHSU, HMC, Family Medicine and Internal Medicine.
• Builds collaborative network and partnerships with ancillary departments and other departments across Hillsboro Medical Center and the university.

Finance:

• Demonstrates fiscal accountability and effective use of resources.
• Manages, with guidance and support from the Practice Manager, applicable clinic expenses.
• Ensures that adequate and appropriate funding is available for all approved expenses prior to submission for approval.
• Monitors resources needed and purchases items needed to support productivity of staff and clinic. Coordinate assessment, planning and purchase of technical equipment. Monitor equipment repair needs and purchase or authorize the purchase of repair services.
• Assess furniture or equipment needs and purchase necessary items. Ensure that expenses meet functional, policy and budgetary requirements.
• Prepares necessary documentation for Practice Manager review/approval.
• Assists Practice Manager in budgeting expenses associate with clinic operations.

Other duties as assigned.

Required Qualifications

• AA or equivalent education/experience, plus 2 yrs clinical experience with previous lead/supervisory experience.
• Excellent verbal and written communication skills
• Strong customer service skills
• Ability to work as part of a team
• Ability to work independently
• Ability to meet deadlines
• Ability to draw blood and give injections to adults and pediatric patients.
• Ability to lead a diverse team
• Strong computer skills
• type 45 wpm
• Excellent organizational skills
• Ability to multitask

Preferred Qualifications

• AAMA or RMA Certified
• 2 Years of college with 2 Years experience and/or Bachelor's degree preferred
• Previous family practice/internal medicine/primary care experience
• Previous experience with culturally diverse patients
• Bi-lingual: Vietnamese or Spanish
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