Digestive Health Practice Manager 3

Oregon Health & Science University•Portland, OR

11d•Hybrid

About The Position

The Practice Manager provides leadership and operational oversight to the support staff for the Department of Digestive Health Center. This includes supervision, training, and day-to-day management of the Digestive Health Center at CHH2. This role ensures the practice has efficient workflows and high-quality patient care. This role represents the department in clinic-related meetings focused on practice optimization, quality improvement, and process development, and is responsible for aligning clinic operations with OHSU’s standardized guidelines. The Practice Manager ensures full compliance with OHSU policies, DNV standards, and applicable state regulations. In collaboration with Ambulatory Leadership the Practice Manager helps develop clinical programs, manage the annual budget, and leads all HR-related functions, including staff development and regulatory compliance. They are responsible for smooth operations across clinic divisions and for modeling leadership that reflects OHSU’s mission of teaching, research, patient care, outreach, and public service. With the support of two supervisors, the Practice Manager leads a broad team including PAS Specialists, PAS Resource Specialists, PAS Coordinators, Clinical Support Assistants, Office Specialists, Care Coordinators, and Medical Assistants. They oversee patient flow, staff coordination, and resource utilization to ensure optimal clinic performance. The Practice Manager fosters a collaborative and inclusive work environment grounded in trust, respect, and innovation, and works closely with clinic leadership to support shared goals and effective team performance.

Requirements

Bachelor’s in a related field plus 5 years supervisory experience in a healthcare or clinical setting, or equivalent education and experience.
Five years in a managerial/supervisory role.
Demonstrated organization skills.
Demonstrated problem-solving skills.
Demonstrated communication, interpersonal, and conflict resolution skills.
Demonstrated leadership and planning skills.
Strong interpersonal, organizational, and communication skills needed.
Ability to work on varied projects while managing day-to-day operations within the division.
Ability to work positively and constructively with a diverse group of faculty and staff.
Must be extremely organized and detail-oriented, juggling a wide variety of responsibilities managing priorities and deadlines.

Responsibilities

Integrates clinic plans with the overall strategic plan for the institution.
Promotes and leverages OHSU Ambulatory goals and priorities.
Establishes a respectful work environment and serves as a role model for performance and service excellence.
Assures premier customer service to patients, physicians, the community, and other clients.
Ensures that all services rendered are authorized for payment and that practices comply with Revenue Cycle policies and audit guidelines.
Collaborates with Ambulatory Administration in the care of under- or uninsured patients.
Provides ombuds services for patients and community supporters of the clinic in obtaining timely access to service and optimal customer satisfaction.
Leads by example in ensuring customer satisfaction, facilitating ease of access, and a spirit of cooperation across the organization.
Assures collaborative team building and teamwork between clerical, clinical, billing, and medical staff.
Monitors critical time to service indicators including telephone wait and hold times, time to service appointment availability, cash collections, insurance authorizations, provider referrals, and check-in and wait times.
Evaluates, analyzes, and recommends systems improvements across all clerical and clinical functions.
Manages the day-to-day operations of the practice, developing business and clinical flows that facilitate patient satisfaction and maximize efficiency.
Works closely with faculty members and division managers to maintain and improve quality of clinical operations.
Develops intra-departmental policies and procedures.
Participates in Service Line, Operations meetings, Departmental, Organizational, and Community meetings when requested.
Anticipates operational and functional requirements to enable program development and expansion.
Evaluates new products for use in the practice.
Responsible for maintaining internal quality management activities.
Works collaboratively with the Ambulatory Quality Specialist to avert high risk, problem-prone issues.
Problem solves immediate and long-range operating issues with staff.
Keeps abreast of all licensure, regulatory, and safety requirements.
Ensures department and staff compliance with CMS regulations, HIPAA, OSHA, CLIA, DNV, OHSU, the Nurse Practice Act compliance, and other regulations.
Responsible for all reporting of risk-related issues/problems within his/her practice.
Acts as the first line of mediation for conflicts between clinical staff and/or patients and staff.
Provides daily “rounding” and will be accessible, available, and responsive to staff, providers, and patients.
Utilizes patient satisfaction results, comment cards, and reports from the Patient Advocate to monitor patient and family feedback.
Develops corrective action plans to resolve problems and monitors results.
Monitors other measures of patient access including phone statistics, access, patient waits, appointments, etc.
Advocates for staff and patients with other departments when appropriate.
Builds collaborative networks and partnerships with ancillary departments and other departments across the university.
Collaborates with inpatient clinical leadership in developing care paths and continuums that facilitate patient safety and optimize clinical outcomes.
Maintains and revises exam room templates.
Reviews appropriate clinic matters with the clinical leadership team.
Revises, supports, and evaluates staff roles based on the clinic care model.
Recruits, hires, and evaluates clinical, clerical, and business staff supporting program operations.
Composes and revises job descriptions as needed.
Makes hiring, firing, and disciplinary decisions.
Completes annual evaluations for staff and proactively follows up on future plans for action.
Assures payroll funding accuracy.
Monitors personnel and non-labor expenses to ensure adherence to budget.
Establishes work schedules and monitors work performance.
Oversees staffing assignments, vacation and leave approvals, and time and attendance system.
Ensures that schedules and assignments are made and adjusted based on sick calls, special patient needs, special assignments, and training.
Supervises workloads and monitors employee productivity.
Reviews, monitors, and submits timely overtime reports.
Proactively assesses clinical, clerical, and business staffing needs and ensures a smooth process for optimal cross-coverage and cross-training.
Ensures staff compliance with clinical competency, licensure, and scope of practice.
Cultivates staff development by utilizing internal and external resources.
Ensures that staff attend mandatory competency and training sessions.
Develops and ensures implementation of orientation plans for new staff.
Conducts regular staff meetings.
Promotes patient satisfaction survey and associated action planning.
Actively promotes employee engagement.
Ensures that all providers and staff are kept current on clinic developments.
Maintains current knowledge of all labor contracts.
Collaborates with Labor Relations in resolving staff issues and interpreting the contracts.
Assures new employees are welcome to CWH and oversees orientation/training of new staff.
Facilitates orientation of faculty, residents, and students.
Prepares annual capital and operating budgets.
Collaborates with management to propose monthly budget variance reports in a timely fashion.
Ensures proper budgeting and financial accounting of all clinical accounts.
Develops and analyzes cost data for annual budgets.
Approves all practice expenditures.
Utilizes Oracle to initiate, approve, and deny purchases, monitors expenditures, develops status reports, reports variances, and resolves discrepancies.
Works with Revenue Cycle Manager, Division Manager, OHSU, and Patient Billing Services to monitor billing process to ensure maximized charges and timeliness of submission.
Actively develops initiatives to increase reimbursement and collections of revenue from patient care.
Ensures that all services rendered are authorized for payment and that patient insurance coverage is regularly verified.
Ensures that cash collection practices comply with Revenue Cycle policies and with audit guidelines.
Works with the Revenue Cycle Manager to ensure that pricing and charge capture processes are current and in line with market expectations.
Participates in development of initiatives in order to improve patient care and referring physician’s relationships.
Maintains clinic environment of care policy ensuring clinic physical space is in compliance with regulatory and visual standards.
Acts as the Network and Telephone counselor.
Oversees physician environment and clinical equipment, ensuring patient safety and anticipating patients, families, providers, and staff needs.
Troubleshoots clerical equipment problems and facility maintenance needs.
Initiates repair requisitions and monitors corrective actions.
Collaborates with telecommunications counselor and serves as the liaison for internal, system-wide, and outside agencies.
Other duties as assigned