The Practice Manager 2 is a key practice leadership position for Department of Medicine Clinical Services. The position supports the administrative functions across the medicine specialties practices, including Diabetes, Endocrinology, Bone Density, Nephrology, Infectious Disease, Allergy, Pulmonary Critical Care, Rheumatology and Infusion. This role is responsible for developing outpatient clinical programs and ensuring quality care and continuity for patients and families. This position is responsible for guiding/overseeing day-to-day business and clinical operations, which includes human resources functions, compliance and staff development of clinical, admin staff and others. The Practice Manager strives to achieve organizational priorities of the highest quality of care, growth in patient population, excellence in access and patient experience, appropriate medical management, and optimal educational experience for learners. Works under the guidance of the Director of Clinical Operations and in direct partnership with the DoM Clinical Services Practice Manager supporting clinical functions.

 

The Practice Manager 2 partners with Medical Directors, Division Managers and other outpatient practice leaders, senior leaders and staff. This position requires the ability to work as a collaborative member of the operational management team, including building a professional partnership within specialty partner group leadership team in alignment and support of diversity, inclusion, wellness, and creativity fostering an environment characterized by a strong ethic of trust, respect, and cooperation.

 

The Practice Manager 2 will be responsible for oversight of the Harold Schnitzer Diabetes Health Center & Adult Endocrinology Clinic, as well as all Bone Density locations, and will work closely with all people working out of the spaces, including: staff, providers, patients, and the public to provide quality service and care. They will also oversee the coordination of clinical practice operations in multiple other locations working directly with the host location operational leadership to ensure our clinical practice is appropriate resources and supported. This position requires someone who can solve problems and stay highly organized, as well as high level written and verbal communication skills and the ability to stay calm under high pressure conditions and timelines.

 

This role has many reporting lines and will need to possess the skills to successfully lead through change while balancing the needs of staff, patients, providers across the health system.

Customer Service

• Assures premier customer service to patients, providers, the community and other clients.
• Ensures that all services rendered are authorized for payment and that practices comply with Revenue Cycle policies and with audit guidelines.
• Prompt and professional communication demonstrating positive issue and complaint resolution. Leads by example in ensuring customer satisfaction, facilitating ease of access, and a spirit of cooperation across the health system.
• Actively provides and develops skills-training and scripting for dealing with difficult clients; ensures optimal service recovery; facilitates team building; and promotes proactive, innovative problem- solving skills.
• Assures collaborative team building and teamwork between clerical, clinical, billing and medical staff.
• Seeks and analyzes feedback from patient and satisfaction surveys capitalizes on identified patient satisfaction strengths.
• Assists in establishing service improvements and service enhancements.
• Assists in quality improvement initiatives in collaboration with OHSU Ambulatory, DoM leadership, Operations Director, Medical Directors, Division Manager, AAS leaders and other team members.
• Monitors critical time to service indicators including telephone wait and hold times; provider referrals; patient experience, and check-in and wait times.
• Communicates performance indicators and makes staffing and system adjustments as needed.
• Assists in ensuring supply-demand models, oversees scheduling workflow optimization as well as template maintenance/changes, to meet access needs of the practices.
• Evaluates, analyzes, and recommends systems improvements across all clerical and clinical functions, clerical functions to include but not limited to processes such as front desk flow, managed care, schedule templates. Clinical functions include rooming patients, supporting provider schedules, triage, daily huddles, chart scrubbing, telephone calls, electronic messages, refills, point of care tests, regulatory requirements, etc.

Personnel Management

• Responsible for recruitment and hiring for open positions reporting to them, as well as the forecasting and request of new initiatives.
• Responsible for the development and delivery of the onboarding process.
• Completes employee evaluations (probationary and annual GROW).
• Responds to grievances. 
• Creates and updates job descriptions.
• Promotes staff development and engagement.
• Facilitates staffing model including shift length, schedules and locations.
• Ensure medical assistant staff stay current on licensure.
• Oversees timekeeping for direct reports including vacation and leave approvals.
• Ensures all staff are up to date with training.
• Acts as the first line of mediation for conflicts between clinical staff. and/or patients and staff.

Operation Management

• Keeps current on all clinical and business systems and ensures that staff is current as well.
• Works closely with providers, Medical Directors and OHSU to maintain and improve quality of clinical operations to ensure high quality of care and maximize cost effectiveness.
• Revamps/adjusts workflow in concert with system developments. Develops intra-departmental policies and procedures.
• Anticipates operational and functional requirements to enable program development and expansion. Evaluates new products for use in practice.
• Responsible for maintaining internal quality management activities.
• Works collaboratively to avert high risk, problem-prone issues including but not limited to long-range operating issues with staff.
• Keeps abreast of all licensures, regulatory and safety requirements. Ensures department and staff compliance with DNV, CMS regulations, HIPAA, OSHA, CLIA, TJC, OHSU, TMG, the Nurse Practice Act compliance, and other regulations.
• Responsible for all reporting of risk related issues/problems within his/her practice.
• 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 Patient Advocate to monitor patient and family feedback. Promptly develops corrective action plans to resolve problems and monitors results.
• Maintain and revise exam room templates.
• Review clinic matters with the Medical Director(s), Division Manager(s) and Ops Director as appropriate.
• 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 network and partnerships with ancillary departments and the university. 

Facilities 

• Coordinates the purchase and maintenance of all outpatient clinic equipment.
• Oversees physical 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.
• Maintains a safe and clean clinical space. Submit work requests for repairs needed on various electrical, plumbing and structural issues.
  Other duties as assigned.

• Bachelor’s, or equivalent education and experience.
• Three or more years’ experience in a managerial/supervisory role in a healthcare or clinical setting.
• Demonstrated problem solving skills.
• Demonstrated communication, interpersonal and conflict resolution skills.
• Demonstrated leadership and planning skills.
• Ability to work on varied projects while managing day-to-day operations within the division.
• 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.
• Proficiency with Microsoft office programs.
• If RN must have an active Registered Nurse license in good standing.

• Additional two to three years ambulatory experience.
• Additional two to three years Lead experience in Ambulatory setting.

• Position is located on Marquam Hill, Portland, but may have some travel to other sites for meetings if no remote option.
• Hours must be flexible based on the needs of the practice.

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.