Practice Manager 2

Oregon Health & Science University•Gresham, OR

1d•Hybrid

About The Position

The Practice Manager provides leadership and strategic direction for the operations within Community Hematology Oncology (CHO) at the OHSU Knight Cancer Institute, Gresham. This role is responsible for guiding and overseeing day-to-day business and clinical operations, including operational processes, human resource functions, compliance, and staff development. The Practice Manager advises the CHO Director on practice issues, leads practice optimization initiatives, and represents leadership in external programs. This position directs and oversees clinic and infusion operations, including personnel management, facilities, inventory, and equipment. The role manages complex functions and relationships to improve patient experience, increase access to care, decrease cost of care, standardize work, and implement changes outlined in the OHSU Knight — Legacy Health Cancer Collaboration and Knight Cancer's Strategic Plan. The Practice Manager works with leadership teams, including the CHO Director, CHO Medical Director, Collaboration Co-Managers, and Vice President of Oncology Operations. This position oversees clinical administrative staff and indirectly provides supervision for physician and APP providers. The Practice Manager must work independently and with all levels of employees, staying current with changes in programming and best practices to enhance the patient experience. The role analyzes organization performance to identify gaps and recommends strategies to establish OHSU Healthcare as a leader.

Requirements

Bachelor’s in related field plus 3 years supervisory experience in a healthcare or clinical setting, or equivalent education and experience
Must demonstrate outstanding verbal and written communication, customer-focus and problem-solving skills.
Pleasant, outgoing demeanor, with excellent judgment.
Evidence of detail-oriented work and superb organizational skills.
Ability to work as a team member at a high level in a large organization.
Proficient in Microsoft Office Suite.

Nice To Haves

Master's degree along with BS/BA in business or health related field preferred but not required
Previous OHSU or Oncology leadership experience
Continuous improvement experience utilizing lean management systems
Experience with reporting and quantitative and qualitative analysis.
Experience with EPIC or other patient information software.
Experience with DNV programs and surveys, access initiatives, Cognos, preferred.
FACHE, CMPE, or other credential that demonstrates continued learning in leadership and healthcare operations

Responsibilities

Demonstrates accountability and oversight for day-to-day operations.
Maintains and develops relationships with Legacy Health and other community referral physicians and practices.
Provides timely and appropriate resolution to patient, customer, physician, personnel, vendor, and organizational concerns.
Manages work flow, performance, and overall practice operations achieving expert care, superb service, and maximum physician/staff productivity.
Develops and maintains an open and effective line of communication with managers, physicians, APP providers, clinic staff and external divisions.
Supports and improves patient access and patient satisfaction.
Listens to, and resolves, customer/patient complaints.
Assures collaborative team building and teamwork between clerical, clinical, billing and medical staff.
Utilizes patient satisfaction results, comments, and reports to monitor patient and family feedback and develops corrective action plans.
Monitors other measures of patient access including phone statistics, access, patient waits, appointments, etc.
Develops new and innovative approaches to the clinical processes and confirming standard work for clinic processes and operations.
Collaborates with other CHO Practice Managers and Director for overall department operations.
Coordinates inpatient coverage with Lead physician and Hospital management.
Works in conjunction with leadership to develop strategic and outreach initiatives for growth of the Collaborative.
Works with CHO Director and Legacy leadership on new developments.
Monitors and ensures budgetary compliance, including reporting on variations and problem-solving for budgetary concerns.
Supports the development of the new budget and submissions for the clinic each fiscal year.
Reports to the CHO Director regularly on agreed clinical metrics and budget.
Utilizes associate benchmarks for monitoring production and reports on variances.
Develops, plans, and executes programs and trainings related to room utilization, flow, and allocation utilizing OHSU Performance Excellence approaches.
Attends and participates in professional meetings and committees to stay current with new trends and innovations.
Takes responsibility for safety issues that apply to the clinic environment and reports accidents.
Manages and facilitates daily DMS Huddle and weekly Performance Improvement Rounds and other performance improvement project meetings.
Designs, leads, and facilitates practice improvement initiatives and events utilizing OHSU Performance Excellence tools.
Facilitates discussions with leaders at all levels of the organization around improving and sustaining the ambulatory experience.
Identifies and addresses behavioral, operational, and cultural barriers to change.
Monitors critical time to service indicators including telephone wait and hold times, time to service appointment availability, insurance authorizations, provider referrals, patient satisfaction, and check-in and wait times.
Communicates performance indicators and makes staffing and system adjustments as needed.
Provides clear, consistent articulation of the patient and provider value streams and ambulatory goals across the organization.
Provides leadership, education, guidance, and professional development to personnel.
Conducts regular 1:1 meetings with all direct reports.
Serves as a role model for performance and service excellence.
Leads and oversees employee engagement and training.
Oversees training and education material for direct reports.
Cultivates staff development.
Ensures staff attend mandatory competency and training sessions.
Proactively assesses staffing needs.
Directs recruitment, interviewing, hiring, orientation, training, and performance review of clinical support team.
Oversees timely and effective documentation of employee job performance and communicates disciplinary actions.
Addresses and coordinates staff training needs by developing standards and ensuring basic competencies for all staff.
Identifies potential problem areas, develops a system for objectively monitoring performance, and creatively seeks solutions to foster quality improvement.
Makes termination and disciplinary decisions (per union contract if applicable).
Continuously optimizes staff roles and responsibilities to meet performance goals.
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.
Remains current in new trends and innovations for improving the ambulatory environment.
Shares and promotes successful improvement tactics and practices with peers.
Manages physician and APP time off schedules and coordinates provider schedules to ensure coverage.
Maintains current knowledge of all labor contracts.
Collaborates with Labor Relations and HR in resolving staff issues and interpreting the contracts.
Participates in manager call rotation.
Oversees physical environment and equipment for effective operations.
Anticipates and facilitates needs for repair, renovations, replacement, new purchases or modifications of work environment and equipment for the effective provision of services.
Ensures patient safety.
Ensures work practices meet health, fire, safety, and regulatory requirements and compliance with CLIA, OSHA, DNV, OHSU HIPAA standards and other regulations.
Coordinates solutions and needed repairs with landlord.
Other duties as assigned.