Under the supervision of the FM (Family Medicine) Director of Clinical Operations and the FQHC (Federally Qualified Health Center) Executive Director, and in collaboration with the Medical Director, the Practice Manager plans, organizes, coordinates and directs all practice activities, of the East Portland Clinic and. These responsibilities are performed in a manner that is consistent with expectations of the OHSU Department of Family Medicine and Ambulatory Care, the FMR (Family Medicine, Richmond) Board.

In conjunction with the Executive Director and Medical Director, the Practice Manager plans, organizes and directs all practice activities and initiatives. The Practice Managers participates in construction, tracking, and implementation of the annual budget and strategic plan.

The Practice Manager supervises Back Office Supervisor,Front Office Supervisor, and all front and back office staff directly or indirectly in a manner consistent with the philosophy and management of OHSU and FMR as a Community Health Center. The East Portland clinic is a part of the Richmond Community Health Center and is a Federally Qualified Health Center (FQHC) with a 340b on-site pharmacy. On Call 24 hours a day, 7 days per week, supporting a clinic with 160 people who work at Richmond.

 

This position also comes with great benefits! Some highlights include:

• Comprehensive health care plans. Covered 100% for full-time employees and 88% for dependents.
• $25K of term life insurance provided at no cost to the employee
• Two separate above market pension plans to choose from
• Vacation - 192 to 288 hours per year depending on length of service, prorated for part-time
• Sick Leave - 96 hours per year, prorated for part-time
• Holidays - up to 64 holiday hours per calendar year (employees accrue .0308 holiday hours for each hour paid)
• Substantial public transportation discounts (Tri-met and C-Tran)
• Tuition Reimbursement
• Innovative Employee Assistance Program (EAP) including extensive wellness resources

General work hours are Monday through Friday, 0800 – 1700.  Position location will be in SE Portland East Portland Clinic.  Weekend and evening work may be required.  Employee will need to flex hours as needed to achieve required outcomes of position.

1. Clinical Practice Management:

• Develops, maintains, and implements practice policies and procedures. A key leader of transformative changes to the care delivery model as it is adapted to the rapidly changing health care environment.  Provides leadership on development and implementation of standards of practice.
• Leads and participates on committees. Ensures practice compliance with regulatory requirements.
• Oversees inventory of all supplies and equipment.
• Serves as liaison in coordination of support services for practice operations.
• Leads and/or assists with implementation of grants and projects.
• Demonstrates knowledge of standards developed by organizations monitoring patient care including, but not limited to DNV and CLIA. In conjunction with clinical staff, coordinates patient flow.
• Monitors patient outcomes, especially patient experience, as well as quality metrics in general. Actively shares results with staff and develops appropriate action plans for improvement. Ensures that patient education materials are available and current.
• Assists in planning and scheduling patient education classes and related services.

2. Personnel Management:

• Assumes responsibility for coordination of all clinical activities for faculty clinicians and residents, in conjunction with the Medical Director. Works with Medical Director regarding faculty and resident issues.   
• Directs the work and supervises the Front Office Supervisor and the Back Office Supervisor. Indirectly supervises front office staff and back office staff.
• Monitors direct patient care to ensure appropriate use of all front and back office staff. Monitors staff adherence to policies/procedures and to maintenance of standards of care. Plans, assigns and approves work.
• Ensures assigned staff adequately meet workload requirements. Hires, evaluates, counsels and dismisses personnel. Responds to AFSCME grievances. Conducts staff meetings. Recommends salary adjustments.
• Identifies training and development needs of staff and coordinates inservices to meet staff needs. Orients new staff and coordinates training.

• Monitors staff time and attendance

  Oversees patient complaints and monitors customer service delivery. Makes periodic reports to the Richmond Board of Directors and the Board's Quality Committee regarding the patterns of complaints and our responses to them

3. Administrative Functions: An active key member of the Leadership Team:

• Leads in setting and achieving goals and objectives for the practice and provide direction and guidance for other clinic managers and supervisors.
• Actively participates in drafting the annual budget.
• Demonstrates knowledge of capital purchases, payroll and billing processes.  Keeps abreast of all expenditures, revenues, workloads and general clinic
• Works with CFO to create and meet budget expectations.
• Assists with QI planning and implementation, particularly with Lean projects.
• Leads and assists with development of new programs; implement security protocols and Patient Experience interventions

 

4. Key Deliverables of the role:

• Focus on growing visit volume while maintaining balanced budget. Patient experience scores, clinical compliance, high functioning staff, efficient patient flow/clinical operations
• Participates in oversight of grant proposals, quality assurance and data reporting to ensure benchmarks and deadlines are met
• FQHC (Federally Qualified Health Center) – Knows and understands complience for all FQHC requirements, actively participates with the community, safetynet community, organizations and others around underserved patient population issues and initiatives. Ensures that all compliance related reports and forms are submitted on time - example: cost reports, AMP reports, grant reports and others

Job titles of employees supervised:

Clinical Operations Supervisor, Admin Coordinator, Eligibility Specialist, Care Coordinator. Indirect Reports: PAS Specialist, PAS Resource, MA’s,

This position works in a busy environment with a lot of interruptions, multiple demands, and people interactions.  It requires dealing with frequent interruptions within the work group.  Some travel is required. Requires effective collaborative working relationships with Executive Director, Medical Director, Quality Manager, Chief Financial Officer, OHSU VP of Ambulatory and others.

• Bachelor’s Degree in related field plus 5 years supervisory experience, or equivalent education and experience previous project management, marketing and operations management
• Minimum of 5 years of experience in a management role in ambulatory practices – both business and clinical operations required.
• Experience in primary care operations and quality improvement strategies. Prior experience in budgeting, purchasing, and payroll.
• Experience with high volume ambulatory care patient flow.
• Direct patient interaction, and experience serving culturally diverse patient populations.

• True healthcare generalist, capable of balancing the needs of patients, staff and providers.
• Develop systems to assist staff and providers to work at maximum capacity in a team environment, while guiding, developing, mentoring and working collaboratively.
• Must be efficient team member, especially sensitive to patient, staff and provider relations.
• Must demonstrate strong verbal and written communication skills.
• Ability to meet deadlines.
• Knowledge of and experience with Lean management principles and/or related quality improvement methodologies.
• Experience working with underserved populations.
• EMR experience, preferably EPIC.
• Proficiency with MS Office suite, to include Word, Excel, and PowerPoint

Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or aaeo@ohsu.edu.