SHW Administrative and Program Specialist (Program Technician 1)

Oregon Health & Science University•Portland, OR

1d•Onsite

About The Position

The Student Health and Wellness Center is seeking a detail-oriented, self-motivated, collaborative and customer-service oriented Administrative and Program Specialist (Program Tech 1) to join our dynamic, innovative and fun clinic. The SHW Administrative and Program Specialist (APS) is a vital member of our team by providing technical support and assistance for all administrative, operational and programming needs of the Student Health and Wellness Center. In other words, this role is essential in keeping SHW running smoothly for our staff, patients and programming. This high-level administrative position requires in-depth knowledge, understanding, implementation and anticipation of the technical administrative and operational needs for all staff, services and programming (clinical and non-clinical) offered at Student Health. The position is also cross trained to be backup for our clinical scheduling team. The APS role requires someone that is proficient, efficient, accurate, and consistent in all tasks, while maintaining a collaborative, customer-service focused, and team-oriented attitude toward department staff, providers, patients, OHSU learners, and other OHSU stakeholders. The APS must demonstrate strong skills in organization, time management, independent and creative problem solving, prompt and professional communication, and a willingness to identify and support administrative and operational improvements. The mission of the Student Health and Wellness Center is to support the health and well-being of OHSU students and postdoctoral fellows during their academic careers at OHSU. When you join our team, you will work with a group of exceptional providers and staff in an integrated clinic that provides high quality primary care, behavioral health, integrative medicine and wellness programming to OHSU students and postdoctoral fellows. At Student Health, we truly honor work life balance while prioritizing patient care. We have been recognized for our highly functional teamwork, patient satisfaction scores, and focus on culturally informed and competent care. Additionally, we follow OHSU's commitment to competitive pay and a comprehensive benefits package (medical, dental, vision, retirement, life and disability insurance, paid-time-off, holiday pay, and employee wellness program).

Requirements

Three years of experience administering or coordinating parts or subsets of a project or program. A bachelor’s degree in Business Administration, Management, Public Administration, or a field directly related to the position will substitute for two years of the required experience.
Proficient in most commonly used computer software systems such as MS Office applications (Word, Outlook, Teams, Excel, OneDrive and Sharepoint), EPIC, Webex, Kronos, Oracle, Smartsheet. If not proficient in these systems, must demonstrate skills in equivalent applications/software.
Experience using complex database systems to input, access and report on data;
Experience running reports and synthesizing data into understandable charts and graphs
Demonstrated experience with taking, editing and sharing notes for various team meetings
Demonstrated track record of high attention to detail, collaboration, organizational skills, timeliness, accuracy, independence, problem-solving and seeking additional resources when necessary.
Ability to independently prioritize tasks in a fast-moving environment to ensure smooth service to stakeholders
Ability to work and problem-solve independently and exercise substantial independent judgment with accuracy and minimal supervision
Excellent interpersonal and communication skills: written and verbal, active listening skills, high-quality customer and team service orientation and the ability to remain calm under pressure or conflict
Ability to maintain a high level of confidentiality and exercise discretion when handling sensitive HR, educational or medical records in written and oral confidence
Demonstrated record of reliable attendance, punctuality and proven successful performance
Ability to perform the job duties with or without accommodation.

Nice To Haves

Bachelor’s degree
1+ year of working in a medical, academic or student health center preferably in a department that provides multiple services
Experience working in a mental health clinic and/or integrated health clinic
Experience in an administrative support role for upper division or executive level management
Experience working with sensitive documents such as electronic medical records (EMR’s), HR documents and/or student records
Experience coordinating events
Advanced skills in most commonly used OHSU software applications such as MS Office applications (Word, Outlook, Teams, Excel, OneDrive, SharePoint), Webex, EPIC, SmartSheet, Kronos, Banner, Oracle, Qualtrics, O2, Compass, Jira
Demonstrated experience in ability to learn new computer software systems

Responsibilities

Technical Consultation and Coordination: Provides technical consultation by being the subject-matter expert for tasks that require technical skills, in-depth knowledge and complex problem-solving. Serves as the go-to person for questions or issues that arise and provides first-tier technical support to SHW directors, managers, providers, staff and those SHW serves.
Clinical Template Coordinator: Oversees clinician Epic templates and schedules for all providers. Works closely with SHW Leadership and providers to maintain accurate templates. Responsible for overseeing provider template publishing every 6 months and any intermittent changes. Makes recommendations for template guidelines to ensure appropriate patient scheduling and appropriate coverage for patient needs. Responsible for cross-reference accuracy between providers’ Outlook calendars and Epic templates when applicable. Responsible for staying updated with template maintenance upgrades and processes and ensuring compliance via OHSU or SHW requirements.
Leave of Absence Coordinator for Students: Coordinates and oversees the Leave of Absence (LOA) process between SHW and OHSU academic programs. This includes processing LOA paperwork from various sources, monitoring LOA status in Banner and communicating changes as needed to scheduling staff, communicating with various programs and addressing concerns/issues regarding LOA process with SHW leadership.
Data and Reports: Helps SHW leadership and managers with various data collection, data reporting and possible data analysis. Will act as main point of contact for data entry, running, reviewing, and cleaning up various reports in order to be able to present data to staff or external stakeholders. May include survey creation and survey analysis to support SHW leadership and program managers.
Information Technology Contact: Acts as SHW’s primary departmental contact for ITG as an Information Technology Contact level 2. Able to troubleshoot computer, software and telephone issues or refer staff to ITG when necessary. Participates in monthly ITC meetings and shares information to staff and SHW Leadership as appropriate. Coordinates and completes all technical ordering and repairs while ensuring clinic compliance to OHSU standards. Acts as a resource to help staff with technology troubleshooting needs and creates staff IT trainings when necessary. Works directly with IT on special or large projects. Helps maintain and improve document storage via X-drive and SharePoint sites.
Purchasing and Receiving Invoices: Responsible for all purchases made via Pcard, Purchase Orders, disbursements or reimbursements. Reconciles Pcard on a monthly basis while ensuring compliance to OHSU regulations and PCard program policies. Compiles, maintains, tracks and notifies necessary staff members regarding financial activities including CE funds, department purchases and other costs that may arise. Provides original receipts and minute meetings for invoices to be paid, reimbursements and disbursement payments. In charge of paying monthly invoices. May assist the Operations Manager, Medical Director or Behavioral Health Director in budget preparation. May need to help with detailed reports on a monthly, quarterly, semiannual or annual basis. May also support pCard coordination and reconciliation for OHSU’s Food Resource Center.
Continuing Education, Training and Travel Coordinator: Coordinates, reserves and supports SHW staff in continuing education arrangements like training, conference and travel coordination for approved CE and other work related trainings. Completes travel reimbursements and expense claims. Tracks CE/Professional Enrichment funds and time-off utilization and responsible for notifying staff and leadership if nearing limits. Manages staff certification and licenses to ensure they are updated, verified, and accurately entered in Oracle.
Technical Administrative and Operational Coordination: Serves as main point of contact and subject matter expert for day-to-day operational tasks that ensures our department functions effectively. Oversees daily processing of operational tasks such as coordinating meetings and events, staff/provider calendaring, timekeeping, time-off requests, and facilities issues. In partnership with clinical and non-clinical managers, develops and updates all department protocols, policies, procedures and policies. Carries out all operational work by ensuring all tasks are addressed and completed in a timely manner including anticipating, researching and completing the work with all appropriate stakeholders. Participates in relevant operational meetings. As assigned, oversees and conducts special projects related to assigned areas.
Meeting and Event Coordinator: Responsible for scheduling all internal and external SHW meetings, specifically, maintaining accurate schedules for SHW directors. This includes coordinating various schedules and invites, meeting locations (in-person or virtual) and catering and equipment reservations (when applicable). Responsible for full coordination of any staff retreats or programmatic trainings/events (such as ASIST, outreach talks,etc.). Responsible for taking notes at all team and staff meetings, as assigned. May need to take notes at various external meetings such as SHAC.
Timekeeping Coordinator: Responsible for processing, tracking, entering and troubleshooting scheduling/coverage needs or issues with planned or unplanned time-off requests for all SHW employees. Records approved time-off requests in various applications such as Epic, Outlook, Smartsheet and team schedules. Acts as SHW’s primary Kronos Timekeeper by performing time corrections, generating Kronos reports, distributing timecards, keeping track of various timekeeping needs, troubleshooting clocking in and out issues for staff, etc. Monitors Kronos and alerts appropriate managers for overtime or inappropriate use of PTO or sick/vacation time. In partnership with Operations Manager, responsible for understanding and referencing OHSU time-off and timekeeping policies and contracts that impact SHW’s salaried and hourly staff members. Responsible for staying up to date on any Kronos updates or changes in policies.
Protocol, Policy and Procedure Coordinator: Writes and updates internal protocols, policies, and procedures, and shared operational documents, in partnership and collaboration with SHW directors and managers. Under the direction of SHW managers, manages all current and new protocol drafts and responsible for seeing them to completion. Continuously evaluates processes and makes recommendations for process improvement.
Facility Coordinator: Responsible for submitting and following-up on work requests and communicating building issues or maintenance needs to appropriate OHSU departments. Oversees monthly and yearly maintenance to ensure smooth functioning of clinic.
Technical Program Assistance, Coordination and Training Provides technical program assistance for SHW directors and managers, including program planning and scheduling, participating in outreaches, collecting, entering, and reporting data, and any other administrative assistance to grow and enhance SHW’s programs. Also responsible for having substantial knowledge of OHSU and departmental software systems that require technical assistance and training.
Technical Program Assistance: Assists SHW directors and managers with technical assistance and coordination around scheduling events and meetings, participating in outreaches, data collection, entering and reporting. Acts as the go-to person for all administrative needs for SHW programming such as wellness, outreach and suicide prevention.
Technical Software and Application Assistance: Responsible for having in-depth knowledge of various OHSU and departmental software systems such as Microsoft Office applications (Teams, Outlook, Word, Excel), OneDrive, Sharepoint, Smartsheet, Oracle, Smartsheet, Epic, Bobj/Webi, Qualtrics, Banner, Enterprise Health, 25Live and Compass. Assists with upgrades as appropriate. Trains department staff on the use of these systems as appropriate and needed.
Patient Care Coordination and Front Desk Reception Responsible for stepping in to provide patient-care scheduling and reception work when frontline staff are unavailable, often unplanned. This includes ensuring continuous and quality frontline coverage of phones and email, intake and processing of forms, and solutions-oriented customer service while maintaining compliance with all University polices and adhering to department and institutional procedures. Assists with the frontline work of the PAS, PAS-R and mybrid MA, answers complex frontline questions, and provides first-tier scheduling support to students and faculty as it relates to Student Health services and programming. Makes independent decisions to resolve emergent frontline issues.
Customer Service: Provides high quality customer service to both external customers (patients) and internal customers (OHSU health care providers and staff) that meets or exceeds the service standards of the health care industry. This duty includes prompt and professional communication efforts, face-to-face customer contact skills, crisis management, technology, standard complaint processing, flexible coverage of internal service needs, and the continuous application of process improvement methods and skills. May assist in providing instruction and support for students during respiratory fit testing.
Arranged Care: Schedules new and established patient appointments for all SHW clinical services (primary care, behavioral health and compliance) over the phone, face-to-face or through patient in-basket messages. Obtains prior medical records, if appropriate. Creates a medical record if needed. Provides personal reminders to patients about upcoming appointments. Provides patient care data entry which may include immunization tracking, entering patient demographic information, etc. May obtain and prepare OHSU medical records before scheduled appointments. May obtain and prepare SHW medical records to be sent out when requested. Arranges stretchers, wheelchairs, and interpreters when necessary, and accommodates other special needs whenever possible.
Telecommunications: Accurately triages and documents patient telephone calls including requests for medication refills, complaints, billing questions, general information inquiries, and urgent health care concerns. Delivers such information or requests promptly to the appropriate providers or their designees. Follows internal urgent call systems to effectively manage behavioral health crisis calls.
Other duties as assigned: Complete other tasks or projects that support SHW managers and programs: These tasks or projects will be assigned as needed by the SHW Operations Manager.
Training, Competency and Professional Development: Successfully completes all required initial trainings and core competency assessments before or during the trial service period. Completes all required and updated training modules required by SHW and/or OHSU. Maintains core competencies and demonstrates continuous application of these skills throughout the period of employment. Participates in ongoing professional development and competency assessment including, but not limited to, attending educational classes appropriate to job development, communicating additional training needs to direct supervisor, attending staff meetings, orienting new staff, cross-training for position in assigned or other areas.