Call Center Supervisor (Supervisor, Clinic Support)

Call Center Supervisor (Supervisor, Clinic Support) US-OR-Portland Requisition ID: 2026-40064 Position Category: Management/Supervisory Job Type: Unclassified Administrative Position Type: Regular Full-Time Posting Department: CHH Administration-Knight Cancer Institute Posting Salary Range: $70,158.40 - $112,091.20 per year with offer based on experience, education, and internal equity Posting FTE: 1.00 Posting Schedule: Monday-Friday, five 8‑hour shifts Posting Hours: 0800-1630, Variable HR Mission: Healthcare Drug Testable: No Department Overview This position is responsible for hiring, training, developing, managing and evaluating the Knight Cancer Institute (KCI) Call Center staff (PAS). The role supports KCI Clinics by leading the creation and implementation of best practice policies and coordinating staff activities to ensure the smooth flow of clinical services and operations. Responsibilities include daily management of call center metrics and quality, including abandonment rates, call durations, and patient satisfaction. Other duties involve compliance to regulatory requirements, HR management, EMR optimization, Knight Cancer initiatives/projects and service excellence projects. The supervisor will be a working manager with knowledge to train and cover all call center duties as necessary. The KCI Clinics encompass a multidisciplinary clinical practice including Hematology Medical Oncology, Center for Hematologic Malignancies, Gyn Onc, and the Comprehensive Breast Center. This role reports to the Knight Cancer Call Center and Scheduling Manager and maintains collegial relationships with management teams, medical directors, and all faculty for the Divisions of Surgical Oncology, Gynecology Oncology, Knight Cancer Institute, and KCI Inpatient Units. Function/Duties of Position Customer Service: Provides high quality customer service to both external customers (patient, referring providers, and insurance carriers) and internal customers (OHSU health care providers and staff) meeting or exceeding service standards. Includes prompt and professional communication in written and verbal forms, face‑to‑face skills, crisis management, knowledge of tools and technology, complaint processing, flexible coverage of internal service needs, and continuous application of process improvement methods. Process Improvement: Leads multidisciplinary process improvement efforts to improve PAS operations, using Lean (OPEx) principles and Epic. Performs all PAS duties, including visit scheduling, reception, surgery/procedure scheduling, and phone handling. Leads and engages staff in daily and weekly huddles, improvement rounds, and events. Human Resources: Conducts interviewing and hiring of PAS specialists. Orients, trains, and arranges OHSU-sponsored training. Performs regular one‑on‑one coaching and employee development. Monitors training completion and core competency demonstration. Operations: Supervises approximately 12 staff including PAS and PAS Coordinator roles. Assigns and approves business‑related work, investigates operational problems, evaluates performance, initiates appraisals, provides counseling, develops work plans, and participates in discipline. Coordinates schedules and coverage. Monitors phone volume and metrics, investigates access barriers, and maintains relationships with Intake and Revenue Cycle teams. Monitors and audits work productivity, provides leadership in policy development, handles appointments in Epic, monitors Epic work queues, manages access according to policies, attends and leads monthly management meetings, scheduler meetings and other assigned meetings. Service: Serves as the KCI Clinic Service Excellence Ambassador, modeling patient‑centered care. Develops relationships with physicians, patients, staff and management. Handles complaints promptly and courteously. Monitors service excellence metrics and develops corrective action plans when needed. Quality: Investigates scheduling errors, patient volume and flow, missed appointments, rescheduling and provider utilization. Recommends operational changes and facilitates policy changes. Investigates complaints and develops corrective actions. Maintains provider templates and service listings. Financial: Understands the Knight Cancer Clinic's budget and goals, reviews staffing and overtime. Participates in the annual budget process. Ensures correct labor distribution for supervised staff. Responsible for POS collection and cash reconciliation. Required Qualifications AA or equivalent education/experience, plus 2 years clinical experience with prior lead/supervisory experience. Two years PASR experience in a high‑volume medical practice with direct contact with a culturally diverse patient population; at least one year of leadership experience. Excellent written and verbal communication, strong organizational and time‑management skills, and exemplary customer‑service orientation. Ability to work independently, prioritize workload, and delegate appropriately to PAS staff. Interpersonal problem‑solving and conflict‑resolution skills; leadership demonstrated through positive role‑modeling and motivational attitude. Calm, non‑judgmental, professional demeanor with strong patient, peer and physician communication skills. Skill in giving and receiving feedback; patience and ability to teach/train staff at various learning levels. 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. Preferred Qualifications Bachelor’s degree in business or another health‑care related field. Knowledge of OHSU’s business policies and procedures. Experience with OHSU systems, scheduling, authorizations, referrals and surgery scheduling; ability to meet deadlines and respond to urgent needs. Additional Details Typical schedule: Monday‑Friday, occasional nights and weekends, may need to supervise team on holidays. Work schedule may vary; ability to adjust based on department needs (early or late meetings, etc.). Travel between meeting locations, including use of the Portland Aerial Tram. May have exposure to human tissues, fluids, radiation. May have regular exposure to noise and interruptions. Standing/sitting numerous hours a day; extensive computer use; ability to assist with patient transportation. Job ID: 84861874 #J-18808-Ljbffr Dr. Mylissa's Medical Boutique