Patient Access Supervisor

SUMMARY OF RESPONSIBILITIES : The Oncology Operations Supervisor is responsible for managing daily operational activities of team members and patient processes within the oncology service lines.

Together with the Oncology Operations Manager, the Oncology Operations Supervisor is responsible for coaching and developing employees to work together to deliver an exceptional patient experience with quality outcomes and a positive work environment.

The Oncology Operations Supervisor achieves measured results through people and continuous process improvement and is responsible for expected outcomes.

The position acts as a role model and leader within Green Bay Oncology and its hospital partners while providing direct supervision of the oncology service line employees.

ESSENTIAL FUNCTIONS :

• Serves as one of the supervisors within the core operations leadership team of Green Bay Oncology and holds self accountable to leadership competencies :
• Leads a team of employees using appropriate human resource management including, but not limited to, performance management;

education and development; hiring and retention; workforce planning, coaching and counseling; and supporting activities promoting colleague engagement and satisfaction.

Leads or supports the financial resource functions including, but not limited to, managing expenses; preparing, monitoring and executing within limits of the budget;

monitors productivity standards; manages the purchasing process and all decisions related to the finances for the area of responsibility.

Leads or supports change and process improvement initiatives including, but not limited to, striving for standard, efficient and value-added processes;

communicating a clear vision; influencing and motivating others; and developing strong relationships with key stakeholders.

• Supervises, educates, and supports designated team members to function and perform as high-performing teams.
• Utilizes process improvement and change management techniques, tools, and data / metrics to develop and implement detailed action plans to continuously achieve more efficient workflows and an enhanced patient experience.
• Collects and analyzes data to measure results.
• Supervises the flow of patients within the clinic. Proactively monitors productivity and reallocates team members when necessary.
• Assists in the development of clinic and departmental goals, standards, and objectives which directly support the strategic plan of the organization, and communicates in a way to effectively motivate team members to implement those standards.
• Ensures an exceptional patient experience is delivered by all team members; ensures patient complaints are resolved per policy and initiating service recovery plans as needed.
• Problem solves, critically thinks, and manages risk.
• Acts as a liaison for the organization across hospital departments, other third-party stakeholders, and between providers and team members.

Travels to other locations as necessary.

• Ensures compliance with standards of care, policies and procedures, and regulatory and accreditation requirements. Assists in the evaluation of these organizational components regularly to maintain effectiveness.
• Provides a safe environment for patients and employees.
• Demonstrates Green Bay Oncology's values : Pursue Empathetic, Caring Relationships; Embrace the Difficult; Take Responsibility; Be Better.
• Ensures the Company's culture and values promote ethical practices, integrity, and a positive work climate.
• Willingly accepts other duties as assigned.

QUALIFICATIONS AND EXPERIENCE :

• Bachelor's Degree in healthcare management or nursing, or degree in another related field is preferred.
• Minimum two years' experience with leadership responsibilities including coaching, mentoring, and development of others required.
• Adequate clinical knowledge and skills to plan, evaluate, and supervise the quality of patient care.
• When applicable, OCN, RN license, or MA certification required.
• When applicable, two years' experience in oncology or acute care with infusion / chemotherapy experience preferred.

KNOWLEDGE, SKILLS, AND ABILITIES :

• Excellent and effective communication skills with ability to align communication with appropriate audiences.
• Strong critical thinking, diplomacy, problem-solving and multi-tasking abilities.
• Possess tact, concern for others, objectivity, and the willingness / ability to adapt to change.
• Ability to maintain control and act appropriately during stressful and emergent situations.
• Strong organizational skills and ability to prioritize work.
• Ability to collect and analyze data.
• Knowledge and understanding of healthcare required rules and regulations, i.e. HIPAA, OSHA, etc.
• Knowledge of process improvement methods, tools and resources, i.e. PDCA, SBAR, etc.
• Competent and proficient understanding of computer programs needed to fulfill responsibilities of the role.

PHYSICAL REQUIREMENTS / WORKING CONDITIONS :

• This job operates in a health care setting where contact with patients who may have a contagious illness could occur.
• Occasionally, exposed to hazardous chemicals
• The noise level in the work environment is usually moderate.
• Regularly required to sit, stand, twist, bend and walk; use hands to finger, handle, and feel; reach with hands and arms.
• Requires close visual acuity to include distinguishing color and peripheral sight, and ability to speak, smell and hear are required.
• Occasionally climb, balance, stoop, kneel and / or crouch.
• Evening and / or weekend work; extended hours and irregular shifts may be required.
• Rarely lift and / or move up to 50 pounds.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job.

This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

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