Practice Manager 2

Oregon Health & Science University•Beaverton, OR

About The Position

The Practice Manager is a key practice leadership position ensuring quality care and continuity for patients and families within the OHSU Primary Care clinic at Beaverton. This position has responsibility for guiding/overseeing day-to-day operations and clinic flow, which includes human resources functions, compliance and staff development. The Practice Manager will ensure adherence to OHSU policies and procedures for the clinic, including DNV and State Regulatory agency standards and be responsible for general clinic, operational and facility management duties. This position requires the ability to work as a collaborative member of the management team. The Practice Manager leads in supporting diversity, creativity and an environment characterized by a strong ethic of trust, respect, and cooperation. Working with a physician partner, the Practice Manager provides leadership and strategic direction to the primary care clinic at Beaverton. This key practice leadership position helps develop an immediate care program that assures a safe environment, quality health-care delivery, and empathetic care for our patients. The Practice Manager will represent the department in practice optimization and other process improvement, quality improvement and other appropriate clinic-related meetings as needed. The Practice Manager must work independently and with all levels of employees in the organization as well as vendors and other business associates. There are approximately 20 staff and 12 faculty in the clinic, supporting primary care (family medicine and Internal Medicine), Sports Medicine and Pediatrics These responsibilities are performed in a manner that is consistent with the expectations of the Division of General Internal Medicine within the Department of Medicine, the Department of Family Medicine, OHSU and Ambulatory Care.

Requirements

Bachelor’s in related field plus 3 years supervisory experience in a healthcare or clinical setting, or equivalent education and experience.
Strong interpersonal, organizational and communication skills needed.
Ability to work on varied projects while managing day to day operations within the clinic.
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 while managing priorities and deadlines.
Ability to assist clinical staff with rooming when necessary.
Proficient in Microsoft Office Suite.

Nice To Haves

Previous OHSU health care experience or health care experience in a patient centered care environment.
Academic medical group experience.
Administration or oversight of an on- going project or program.
Project Management, Lean Six Sigma, or performance improvement experience.
Experience in primary care operations.
Prior experience in budgeting, and purchasing.
Customer service experience or patient-centered care experience.
Experience with EPIC or other patient information software.
Experience with Press Ganey programs and surveys, Epic, access initiatives, Cognos, Aceyus strongly preferred.

Responsibilities

Consistently demonstrates accountability and responsibility for the day-to-day operations of the primary care clinic at Beaverton.
Develops business and clinical flows that facilitate patient satisfaction and maximize efficiency.
Keeps current on all clinical and business systems and ensures that staff is current as well.
Works closely with staff, providers and other leaders to maintain and improve quality of clinical operations to ensure high quality of care and maximize cost effectiveness.
Works with scheduling team to maintain and revise exam room templates.
Oversees the provider schedules for all sites; collaborates with Medical Director to ensure provider coverage across all sites at all times.
Responsible for keeping all providers and staff and associated Practice Leaders in all sites apprised of program performance.
Ensure workflow is in concert with system developments.
Develops intra-departmental policies, procedures and guidelines that align with the OHSU primary care leadership council goals and OHSU.
Participates in Service Line, Operations meetings, Departmental, Organizational, and Community meetings when requested.
Works collaboratively to anticipate operations issues in order to avert.
Problem solves immediate and long-range operating issues with staff.
Keeps informed of all licensure, regulatory and safety requirements.
Ensures department and staff compliance with CMS regulations, HIPAA, OSHA, CLIA, OHSU, the Nurse Practice Act compliance, DNV and other regulations.
Utilizes data to forecast capacity & demand as well as problem solves with data teams to ensure accurate data is used for decision making.
Demonstrates collaborative problem solving skills and conflict resolution.
Provides daily "rounding/huddle” and will be accessible, available, and responsive to staff, providers and patients.
Utilizes patient satisfaction results, comments, and reports from the NRC to monitor patient and family feedback.
In a timely manner, will develop corrective action plans to resolve problems and monitors results.
Monitors other measures of patient access including phone statistics, access, patient waits, appointments, etc.
Builds collaborative network and partnerships with ancillary departments and other departments across OHSU as well as partnerships within the local community.
Possesses the ability to act as back-up for clinically robust practice.
Responds appropriately in emergencies.
Is knowledgeable about the contents of the code cart and can initiate and assist in CPR.
Understands the procedure for medical emergencies, code 99 and other emergency/disaster situations.
Attend and participate in professional meetings and committees to stay current with OHSU strategic goals, primary care objectives and ambulatory standards around access, care models, the patient experience, service and quality health-care
In collaboration with the Medical Director, takes responsibility for safety issues that apply to the clinic environment, ensures accidents are reported in the PSI and responded to in a timely manner.
Manage workflow to ensure daily DMS Huddle and weekly Performance Improvement Rounds and other performance improvement project meetings are consistent and on schedule.
Work collaboratively as part of the ambulatory care team on assigned projects and initiatives across other areas of the
Designs, leads and facilitates practice improvement initiatives and events including, but not limited to: Space Utilization Staffing levels and roles Operations and patient flow Employee (staff and provider) engagement Patient experience Cost reduction and resource utilization/optimization Patient and employee safety, and regulatory adherence Practice Optimization with MD dyad
Identifies and addresses behavioral, operational, and cultural barriers to change.
Partners with medical director to problem-solve and to evaluate effectiveness of communication.
Collaborates with Medical Director to ensure practice harmonization and process improvement.
Develops and implements PDSA, lean six-sigma trainings and Leads and facilitates effort to implement staffing model redesign.
Manages recruitment, interviewing, hiring, and orientation of new employees.
E valuates clinical staff supporting outpatient clinical operations.
Composes and revises job descriptions as needed.
Addresses and coordinates staff training needs; works with site supervisors to develop standards and ensure basic competencies for all staff.
Supports site supervisors in identifying potential problem areas, developing a system for objectively monitoring performance, and creatively seeking solutions to foster quality improvement.
Supports local site supervisor in providing leadership, education, guidance, and professional development to personnel.
Continuously optimizes staff roles and responsibilities to meet performance Responsible for grow conversations.
Provides guidance and performance feedback regularly.
Proactively follows-up on future plans for action.
Revises, supports, and evaluates staff roles, taking into consideration skills, scope of practice, patient and practice needs, and core competencies.
Seeks input and involvement of the Medical Director, and OHSU as appropriate.
Makes onboarding, coaching and disciplinary decisions (per union contract, and OHSU standards).
Establishes work schedules and monitors work performance.
Oversees staffing assignments, vacation and leave approvals, as well as 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.
Ensures staff compliance with clinical competency, licensure, and scope of practice.
Cultivates staff development by utilizing internal and external resources.
Ensures that staff attends mandatory competency and training sessions.
Acts as a resource for professional practice; interprets Nurse Practice Act.
Maintains current knowledge of all labor contracts as required.
Collaborates with Labor Relations and HR in resolving staff issues and interpreting the contracts.
Works with building site supervisor to anticipate and facilitate needs for repair, renovations, replacement, new purchases or modifications of work environment and equipment for the effective provision of services.
Ensures work practices that meet health, fire, safety, and regulatory requirements and compliance with DNV and HIPAA standards
Works with the Network and Telephone personnel and other Administrative personnel to oversee the purchase and maintenance of all outpatient clinic equipment.
Oversees physical environment and clinical equipment, ensuring patient safety and anticipating patient, family, provider and staff needs.
Trouble shoots equipment problems and facility maintenance
Initiates repair requisitions and monitors corrective actions.