The Practice Manager oversees operations at Family Medicine’s Federally Qualified Health Center, which includes two complex family medicine residency clinics (Richmond and East Portland) as well as the Benson School-Based Health Center.  The Practice Manager is responsible for assuring quality care and continuity for patients and families at these locations.   

 

The Practice Manager provides consistent leadership by example in support of all aspects of the mission of OHSU and the Department of Family Medicine, including teaching, research, patient care, community partnerships and public service. They represent the clinics at department, primary care, ambulatory and external forums.  They lead and participate in clinic meetings and ensure implementation and alignment of processes in accordance with institutional guidelines.  

 

On a day-to-day basis, they guide and oversee business and clinical operations, ensure efficient use of resources, manage clinical workflow and efforts of clinical staff, ensure adherence to OHSU policies and procedures (including DNV and State regulatory standards), and ensure facilities meet organizational standards.  The Practice Manager also participates in the construction, tracking and implementation of the annual budget and strategic plan. These responsibilities are performed in a manner that is consistent with expectations of the Department of Family Medicine, Ambulatory Care, and of Community Health Center leaders.  

 

The Practice Manager also oversees human resource functions in the clinic, including compliance and staff development.  They directly supervise clinic supervisors, and administrative support staff, and indirectly supervise clinic Registered Nurses, and front and back-office staff.  Supervision is conducted in a manner consistent with the institutions and department’s philosophy and leadership.  

 

The Practice Manager has a dual reporting relationship, reporting to both Chief Financial Officer & Executive Director of the FQHC and the Director of Clinical Operations, Family Medicine.  They work in collaboration with the Clinic Medical Director and clinic leadership team.  They are actively engaged in the community and maintain working relationships with leaders across the OHSU system.    

 

The Richmond Community Health Center is a Federally Qualified Health Center (FQHC) with a 340B on-site pharmacy. The FQHC serves a panel of over 17,000 primary care patients with an annual visit volume of over 50,000 patient visits and a budget of over $31 Million annually. In addition to Primary Care, the Richmond Clinic also provides over a dozen specialty clinics and other programs designed to meet the healthcare needs of their patients.

 

The Practice Manager is on call 24 hours a day, 7 days per week for potential clinic and safety issues needing prompt attention. The Clinic is open 8-8 M-F and Saturdays 9AM-1PM.

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 in committees. Ensures 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, CLIA and VFC. 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.
• Oversee patient complaints and monitor customer service delivery. Make periodic reports to the Patient Advisory Committee regarding the patterns of complaints and our responses to them.

Personnel Management:

• Assumes responsibility for coordination of all clinical activities for faculty clinicians and residents, in conjunction with the Medical Director. Works with the Medical Director regarding faculty and resident issues.
• Directs the work and supervises the Clinical Support Supervisors. Indirectly supervises front and back-office staff, RNs, and Behavioral Health 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 in-services to meet staff needs. Orients newly hired staff and coordinates training.
• Monitors staff time and attendance

Administrative Functions:

• An active key member of the Leadership Team:
• Leads in setting and achieving goals and objectives for the practice and provides direction and guidance for other clinic managers and supervisors.
• Demonstrates knowledge of capital purchases, payroll, and billing processes. Keeps abreast of all expenditures, revenues, workloads, and general clinic performance in terms of costs, quality, and patient satisfaction. Assists with grant budgets, required cost reports, annual audit, and strategic plan.
• Works with financial leaders to create and meet budget expectations.
• Assists with QI planning and implementation, particularly with Lean projects.
• Leads and assists with the development of new programs; implement security protocols and Patient Experience interventions.
• In conjunction with the FQHC CFO & ED, works with the billing team to assure correct submission and receipt of payments from insurance providers and to assure optimization of revenue.
• Fully promotes and complies with the Code of Conduct, OHSU Health Care System and departmental policies and procedures. Develops or modifies policies and procedures as needed and participates in ongoing continuing education focused on improving professional and practice management skills.

Leads the Patient Centered Primary Care Home (PCPCH) initiative and other primary care medical home projects in conjunction with clinic and quality leaders.

• Incorporate new payment models included in PCPCH.
• Develop performance targets (non-visit based) that reflect the values of PCMH and are reinforced by incentives derived from new payment models.

Key Deliverables of the role: 

• Focus on growing visit volume while maintaining a balanced budget.
• Lead performance improvement efforts related to access, patient experience, 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.
• Maintain a strong working knowledge of Federally Qualified Health Center operations, ensure adherence to FQHC regulations, and support community-focused work.

 

Develop local marketing/promotional programs that enhance clinic’s visibility in the community.

 

Other Duties as Assigned

• Bachelor’s in related field plus 5 years supervisory experience in a healthcare
  or clinical setting, or equivalent education and experience.
• True healthcare generalist, capable of balancing the needs of patients, staff, and providers.  
• Ability to relate to people from diverse backgrounds including patients, staff, and providers. 
• Ability to develop systems/workflows that support staff and providers working at maximum capacity.  
• Ability to guide, develop, mentor and work collaboratively in a team-based environment. 
• Strong verbal and written communication skills 
• Timely follow up 
• Proficiency with MS Office suite, to include Word, Excel, and PowerPoint 

 

• Managing projects and teams in matrixed organizations 
• High volume ambulatory care patient flow 
• Primary care operations and quality improvement strategies 
• Budgeting, purchasing, and payroll. 
• Working directly with culturally diverse patient populations 
• Lean management principles and/or related quality improvement methodologies 
• Working with underserved populations 
• Patient Centered Medical Home / Patient-Centered Primary Care Home models.  
• Working with electronic medical records, preferably Epic  
• Practice management or project management professional certification

• General work hours M-F 8-5. Locations include Richmond and East Portland Community Health Centers in SE Portland. Weekend and evening work may be required. Employee will need to flex hours as needed to achieve the required outcomes of position. Some travel is required. On call 24 hours a day, 7 days per week for potential clinic and safety issues needing prompt attention.
• This position works in a busy environment with frequent interruptions, multiple demands, and interactions. Requires effective and collaborative working relationships with the FQHC CFO & ED, Director of Clinical Operations, Medical Director, Director of Outpatient Care and Quality, Clinic Supervisors, and Department and Health System leaders.  

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.