The Division of Hematology and Medical Oncology includes the Community Hematology Oncology (CHO) section, which delivers cancer care in community settings convenient to patients’ homes, workplaces, and daily lives. This Practice Manager role, based at the OHSU Knight Cancer Institute’s East Portland-Adventist location, oversees day-to-day business and clinical operations, including clinic and infusion services, operational processes, human resources, compliance, and staff development.

 

In this capacity, the Practice Manager advises the CHO Director on practice issues and priorities, leads new and ongoing practice optimization initiatives, represents leadership in external and internal programs, projects, and committees, and directs personnel management, facility needs, inventory, equipment, and outreach.

 

The Practice Manager manages complex relationships among stakeholders to improve the patient experience, expand access to care, reduce costs, standardize workflows, and implements initiatives outlined in OHSU and Knight Cancer Institute’s Strategic Plan. This role works closely with the Operations Director, Medical Director, Nurse Managers, and other leaders and stakeholders.

 

This position directly supervises clinical administrative staff, including PASR, CMA, CNA, MA Care Coordinator, and Team Coordinator roles, and indirectly supports physicians, APPs and other supportive roles.  

 

Success in this role requires strong relationship management across the organization, the ability to work independently at all levels, and the capacity to stay current with best practices in oncology operations. The Practice Manager analyzes performance to identify gaps, aligns processes with best practices, and recommends strategies to strengthen OHSU’s position as a leader in cancer care delivery.

Key Responsibilities & Performance Standard

Operations Management

• Provides operational oversight and leadership for multi-specialty oncology and palliative care services, including gynecologic oncology, medical oncology, and palliative care, ensuring high-quality, integrated clinical operations
• Demonstrates accountability and oversight for day-to-day operations.
• Maintains and develops relationship with community referral physicians
• Provides timely and appropriate resolution to patient, customer, physician, personnel, vendor, and organizational concerns. Demonstrates positive issue and complaint resolution.
• 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. In a timely manner, will develop corrective action plans to resolve problems and monitors results. 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 operation.
• Coordinates inpatient coverage with Lead physician and Hospital management.
• Works in conjunction with leadership to develop strategic and outreach initiatives for growth.
• Monitor and ensure budgetary compliance to the approved budget including reporting on variations and problem solving for budgetary concerns.  Support each fiscal year development of the new budget and submissions for the clinic.
• Report to the CHO Director regularly on agreed clinical metrics and budget.  Utilize associate benchmarks for monitoring production and report on variances and other reporting as requested or required by management, OHSU, and OHSU Practice Plan.

Process Improvement Facilitation/Project Management

• Develop, plan and execute programs and trainings related to room utilization, flow, and allocation utilizing OHSU Performance Excellence approaches.
• Attend and participate in professional meetings and committees to stay current with new trends and innovations around the patient experience, service and quality health-care outcomes.
• Takes responsibility for safety issues that apply to the clinic environment and report accidents in the PSI system on a timely basis.
• Manage and facilitate 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 including, but not limited to:
• Space Utilization
• Staffing levels and roles
• Operations and patient flow
• Employee (staff and provider) engagement
• Patient experience
• Cost reduction and resource utilization/optimization
• Patient and employee safety, and regulatory regulation adherence
• Facilitates discussions with leaders at all levels of the organization around improving and sustaining the ambulatory experience for patients, staff and providers.
• 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
• Provides clear, consistent articulation of the patient and provider value streams and ambulatory goals across the organization.

Human Resources/Education/Training

• Provides leadership, education, guidance, and professional development to personnel.
• Conducting regular 1:1 meetings with all direct reports.
• Serves as a role model for performance and service excellence.
• Leading and overseeing employee engagement and training.
• Overseeing 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
  
• 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.

Facilities, Equipment & Regulation

• 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 OSHA, DNV, OHSU HIPAA standards and other regulations.
• Coordinates solutions and needed repairs with landlord.

• 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.

• Master’s degree along with BS/BA in health science field preferred but not required.
• Master’s degree in related field
• Previous leadership experience in a healthcare setting
• Experience with EPIC
• Experience with DNV standards, Qgenda, PowerBI, & Kronos preferred.
• FACHE, CMPE, or other credential that demonstrates continued learning in leadership and healthcare operations

• This is an on-site position based at the OHSU Knight Cancer Institute’s East Portland clinic. The role follows clinic hours of operation, with periodic early mornings, evenings, weekends, and occasional holidays as business needs require. It also involves periodic travel throughout the Portland-metro area, including visits to various CHO practice locations and other OHSU or partner sites. Practice Managers are required to participate in the operations on-call rotation.
• Requires extensive computer use and prolonged periods of standing and sitting. Must be able to travel by car to other CHO locations, Marquam Hill, and the South Waterfront Campus.

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.