The Practice Manager oversees operations at Orenco Primary Care, a shared clinic between Internal Medicine, Family Medicine, OHSU and Hillsboro with a Family Medicine Residency program, and is responsible for assuring quality care and continuity for patients and families.   

 

The Practice Manager provides consistent leadership by example in support of all aspects of the mission of OHSU, including teaching, research, patient care, community partnerships and public service. They represent the clinic at division, 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 the expectations of the Division of General Internal Medicine within the Department of Medicine, the Department of Family Medicine, OHSU, HMC and Ambulatory Care.  

 

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

Key Responsibilities & Performance Standards

 

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
• 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; 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 the HMC Medical Group, OHSU Ambulatory, primary care, Operations Directors, Medical Director and other team members.
• Monitors critical time to service indicators including; telephone wait and hold times; insurance authorizations; provider referrals; patient experience, and check-in and wait times,
• Communicates performance indicators and makes staffing and system adjustments as
• Oversees appointment simplification processes as well as template changes, to meet access needs of the patient.
• Evaluates, analyzes, and recommends systems improvements across all clerical and clinical and 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.

Operation Management

• Works with residency program director and Medical Director to continue to foster and grow the FM residency program at Orenco.
• Manages the day-to-day operations of the Orenco primary care practice; including but not limited to developing 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 providers, HMC 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 
  
• Participates in Service Line, Operations meetings, Departmental, Organizational, and Community meetings when
• Anticipates operational and functional requirements to enable program development and expansion. Evaluates new products for use in
• Responsible for maintaining internal quality management
• Works collaboratively to avert high risk, problem prone issues including but not limited to long-range operating issues with staff.
• Keeps abreast of all licensure, regulatory and safety requirements. Ensures department and staff compliance with CMS regulations, HIPAA, OSHA, CLIA, TJC, OHSU, TMG, the Nurse Practice Act compliance, and other regulations.
• Responsible for reporting of risk related issues/problems within his/her practice.
• Acts as the first line of mediation for conflicts between clinical staffand/or patients and staff.
• Demonstrates collaborative problem-solving skills and conflict
• 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. Develops timely corrective action plans to resolve problems and monitors results
• Collaborates with inpatient clinical leadership in developing care protocols that facilitate patient safety and optimize clinical
  
• Maintain and revise exam room templates.
• Review appropriate clinic matters with the HMC, OHSU and Medical Director.
• Monitors 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 other departments across Hillsboro Medical Center and the university.

Facilities

• Works with Senior leaders at HMC to ensure effective workflows for ordering and stocking supplies, submitting work orders, as well as address issues regarding facilities and logistics.
• 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 patients, families, providers and staff
  
• Trouble shoots clerical equipment problems and facility maintenance
  Initiates repair requisitions and monitors corrective actions.
• Maintains a safe and clean clinic space. Advises landlord on needed
  repairs on various electrical, plumbing and structural issues.

Other duties as assigned

• 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 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.
• If RN must have an active Registered Nurse license in good standing.

• Additional two to three years ambulatory experience and/or primary care experience.
• Experience in:  
• 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  

• Hours must be flexible based on the needs of the practice.
• This position works in a busy environment with a lot of interruptions, multiple demands, and people interactions. Requires effective collaborative working relationships with Sr. Director of Administration,  Medical Director, Clinic Supervisors, DGIM Section Head and Division, 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.