Medical Reception Manager (Internal Employment Opportunity) Job at Oregon State University
This is an Internal Employment Opportunity
Student Health Services is seeking a Medical Reception Manager. This is a full-time (1.00 FTE ), 12-month, professional faculty position.
Student Health Services (SHS) mission is to support and promote optimal health and wellness of the University community. This position contributes to the mission of SHS through teamwork and collaboration, participates in organizational committees, provides University outreach and strives to contribute to the academic success of OSU students.
Student Health Services is seeking a Medical Reception Manager. This is a full-time (1.00 FTE ), 12-month, professional faculty position.
Student Health Services (SHS) mission is to support and promote optimal health and wellness of the University community. This position contributes to the mission of SHS through teamwork and collaboration, participates in organizational committees, provides University outreach and strives to contribute to the academic success of OSU students.
The Medical Reception Manager (MR Manager) is a member of the SHS management team, helping to make overall decisions concerning SHS organizational mission, vision, values, objectives, and policies with a focus on clinic operations to ensure efficient and effective patient access. The MR Manager is responsible for the overall supervision of the medical reception team and oversees all patient and clinician scheduling operations. The MR Manager will develop, implement and participate in both short and long-term patient relations initiatives related to SHS or the University. This role will liaise with college units, outreach centers, human resources, student organizations and the OSU community on behalf of SHS as appropriate and needed. The Medical Reception Manager will collaborate with other SHS leaders to maintain compliance with state and university regulations, create and enforce policies and procedures and training related to clinic administration.
The MR manager reports to the SHS Clinical Services Director.
Summary of Benefits:
https://hr.oregonstate.edu/benefits/prospective-employee
To calculate our
Total Rewards Package use this link:
https://hr.oregonstate.edu/benefits/new-employees/benefits-calculator
Position Duties
35%
CLINIC
MANAGEMENT
- Participates in leadership and management committees as assigned. Distributes information, including required education or training and re-education, and implements committee decisions.
- Facilitates policy development and compliance. Collaborates with Clinical Services Director, Medical Director, Nurse Manager, and MA manager in development of policies and procedures related to clinic functions, including patient scheduling, clinician scheduling, confidentiality, patient eligibility, clinical administrative protocols. Develops, maintains, and implements updated policies and procedures specific to medical reception.
- Oversees student eligibility for SHS services. Maintains and enforces SHS Eligibility Policy.
- Works to maintain and increase high levels of customer satisfaction. Provides management, direction and assistance in resolving issues and complaints by physicians, patients and referring physician offices.
- Liaise and maintain relationships with college units, outreach centers, human resources, student organizations and the OSU community on behalf of SHS and in support of the SHS organizational mission.
- Provides clinic leadership to improve patient experience, adhere to regulatory standards, and lead process improvement initiatives. Works in partnership with the SHS Leadership team to support patient advocacy efforts.
- Identifies and implements improvement opportunities through quality assurance, process improvement and risk management programs. Maintains compliance with existing policies and procedures.
- Develops, implements, and evaluates short- and long-term goals and objectives of the medical reception department and broader clinic area.
- Oversees medical reception duties specific to patient enrollment in the Oregon Contraceptive Care Program (CCare) and ensures that state eligibility guidelines for CCare participants are followed.
- Orients all new SHS employees on: medical reception, scheduling, customer service. Onboards new employees with EPIC training and education.
- Oversees training and ongoing support for employees on Language Line translation services. Distributes resources, guides and other tools related to care for patients that speak English as a second language.
- Assists Clinical Services Director by providing pertinent information related to program budgets and strategies. Prepares clinical data for quarterly projections, annual reporting, unit wide strategic planning and annual budget processes as assigned.
- Orders and maintains inventory for medical reception supplies.
- Collaborates with OSU Transportation to facilitate student parking permits
- Collaborates with billing office and clinic leadership to update patient status in EMR as needed.
- Works with SHS Information Services (SHSIS) department on optimization of EMR and telecom systems, report creation and EMR workflows. Assist with end-user implementation feedback.
- Manages patient inquiries to the SHS patient portal and responds or forward to appropriate provider/department.
- Serves as a “super user” for key technology systems including the SHS EMR, Epic, PowerDMS, Incident Tracker, etc.
- Serves as SHS administrator for Samaritan Health Services’ electronic medical record (EMR) system, EPIC. Troubleshoots any issues that arise and acts as communication liaison between EPIC and SHS, and directs information to appropriate personnel at SHS.
- Coordinates with Samaritan EPIC staff regarding access audits. Reports violations of user agreements to Information Services Director, Medical Director, Clinical Services Director.
35%
STAFF
SUPERVISION
- Supervises 8 classified Medical Reception employees (Administrative Program Assistants). Hires/fires Medical Reception staff. Provides supervision to interns, temporary employees and student employees as needed.
- Coordinates staff development activities; assesses training needs of staff and student employees, arranges for/or provides appropriate training.
- Develops and evaluates strategic staffing plans, which include performance standards, recruitment, performance evaluations, promotions, improvement plans and dismissals.
- Plans, assigns and reviews work.
- Oversees orientation for new employees in MR department.
- Coordinates and facilitates regular department meetings and minutes as per AAAHC standards.
- Resolves patient concerns related to Medical Reception staff performance and patient interactions, and keep staff current in all medical reception processes.
- Covers medical reception as needed when short staffed to include the following duties: schedule patient appointments, check in patients, check student eligibility, verify and add insurance coverages, answer phones.
25%
CLINIC
SCHEDULING
- Develops clinic schedules to meet strategic objectives of the organization to support equity, access, and inclusion for student patients. Oversees the maintenance of the master schedule for all clinical areas.
- Implements master schedule in the electronic medical record/practice management system.
- Adjusts clinician and patient schedules resulting from clinician requests for planned and unplanned leave time.
- Ensures adequate staffing at all times for all locations. Shifts staff coverage on demand to cover in other locations on a temporary basis. Keeps leadership team informed of staffing changes.
- Serves as primary liaison to locum medical providers for schedule and timesheets.
- Reviews all statistical data found in reports and focused studies to plan improvements in the areas of patient flow, clinic hours, and staffing levels.
- Recommends and confers with the CLT about major changes in clinic hours and staffing, collaborates with Marketing and Communication to notify students.
- Establishes, updates, maintains and enforces all policies and procedures related to clinic scheduling.
- Conducts routine and in-depth analysis of patient scheduling efficiencies and inefficiencies to increase and promote the optimum utilization of staffing resources and fiscal stewardship.
- Collaborates with OSU School of Veterinary Medicine to create EMR accounts for visiting vet med students each term.
- Participates in SHS committees, leads workgroups as assigned.
5%
EDUCATION
AND
PROFESSIONAL
DEVELOPMENT
- Maintains CPR Certification.
- Participates in SHS/OSU staff development activities.
- Develop knowledge and skills that will improve patient experience by attending continuing education conferences, in-services and self-study.
- Share pertinent continuing education information with staff/peers.
- Bachelor’s degree from an accredited college/university in a field relevant to the position duties.
- Two years’ experience serving in a supervisory, management or lead position.
- Five years’ experience working in an ambulatory human healthcare facility.
- Demonstrated experience in a customer service role.
- A demonstrable commitment to promoting and enhancing diversity.
This position is designated as a critical or security-sensitive position; therefore, the incumbent must successfully complete a criminal history check and be determined to be position qualified as per
OSU
Standard 576-055-0000 et seq. Incumbents are required to self-report convictions and those in youth programs may have additional criminal history checks every 24 months.
Preferred (Special) Qualifications
- Experience in common word processing, spreadsheet and database management software such as Microsoft Office.
- Demonstrated experience in entering, manipulating and retrieving data from an electronic health information system.
- Experience coordinating a multiple provider clinical schedule in an electronic health information system.
- Demonstrated experience promoting and enhancing diversity.
- Excellent communication and interpersonal skills.
- Strong organizational and prioritizing skills.
- Working knowledge and understanding of Oregon State University systems including CORE and Banner.
- Experience with health insurance in a higher education setting.
- Experience with medical reception in a higher education setting.
- Experience using Point and Click electronic medical record software.
- Medical environment.
- This position is deemed essential and the incumbent may be expected to report to work during inclement weather, emergency and other University work curtailments or closures. The incumbent is expected to check in with their direct supervisor or unit leadership daily during University delays or closures to determine if they are required to report to work.
Posting Detail Information
Posting Number
P06461UF
Number of Vacancies
1
Anticipated Appointment Begin Date
02/27/2023
Anticipated Appointment End Date
Posting Date
02/06/2023
Full Consideration Date
Closing Date
02/13/2023
Indicate how you intend to recruit for this search
Competitive / Internal
Special Instructions to Applicants
This is an Internal Employment Opportunity.
When applying you will be required to attach the following electronic documents:
1) A resume/CV; and
2) A cover letter indicating how your qualifications and experience have prepared you for this position.
You will also be required to submit the names of at least three professional references, their e-mail addresses and telephone numbers as part of the application process.
For additional information please contact: Sue Jackson at sue.jackson@oregonstate.edu or 541-737-1999
OSU is committed to the health of our local and global community. All employees and students are required to comply with the university’s COVID-19 Vaccination Program. Please visit https://covid.oregonstate.edu/ for additional information about OSU’s plans for safety and success, as well as options for compliance with the vaccination program.
OSU commits to inclusive excellence by advancing equity and diversity in all that we do. We are an Affirmative Action/Equal Opportunity employer, and particularly encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQ community members, and others who demonstrate the ability to help us achieve our vision of a diverse and inclusive community.
OSU will conduct a review of the National Sex Offender Public website prior to hire.
This position is designated as a critical or security-sensitive position; therefore, the incumbent must successfully complete a criminal history check and be determined to be position qualified as per University Standard 05-010 et seq. Incumbents are required to self-report convictions and those in youth programs may have additional criminal history checks every 24 months. Offers of employment are contingent upon meeting all minimum qualifications including the criminal history check requirement.
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