The Practice Manager provides leadership to the Center for Women’s Health (CWH), located in Kohler Pavilion.  This position plans for and develops the clinical programs of this unit, assuring quality care and continuity for patients and families.  He/she is responsible for guiding/overseeing day-to-day business and clinical operations, plans for and manages annual budgets, and is responsible for all human resources functions including compliance and staff development.  The Practice Manager works under the guidance of the CWH Director and the CWH Medical Director, and reports to the CWH Director.  The Practice Manager is responsible for facilitating smooth operations across divisions within the CWH, which will include consistent leadership by example in support of all aspects of the mission of OHSU and the CWH, including teaching, research, patient care, outreach, and public service.  The Practice Manager provides oversight of all care within the CWH clerical and business practices, including oversight of flow of patients, coordinating efforts of clinical staff, and ensuring efficient use of resources.  The Practice Manager, supported by Clinical Operations supervisor, manages the majority of staff in the CWH including Care Coordinators, Clinical Support Assistants, and Medical Assistants, while supporting diversity, creativity and an environment characterized by a strong ethic of trust, respect, and cooperation.  This position requires the ability to work as a collaborative team member on the management team, including building a professional partnership with the CWH Director, Medical Director, and the Practice Managers in other Women’s Health/OBGYN practice areas.

General 

• Works to integrate the plans for the CWH with the overall strategic plan for the institution. Promotes and leverages OHSU Ambulatory goals and priorities.  Is aware of and integrates the code of conduct and establishes a respectful work environment.  Serves as a role model for performance and service excellence for clinical staff in all areas.  Actively participates in and promotes values of service excellence.  Maintains and actively demonstrates a strong commitment to, and consistent modeling of positive workplace and code of conduct workplace behaviors.

Customer Service – Assures premier customer service to patients, physicians, 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.  Responsible for collaborating with Ambulatory Administration in care of under – or uninsured –patients.
• Provides ombudsman services for patients and community supporter of the CWH in obtaining timely access to service and optimal customer satisfaction.
• Provides 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 organization.
• 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 the Director, Medical Director and other management team members.
• Monitors critical time to service indicators including; telephone wait and hold times; time to service appointment availability; insurance authorizations; and check-in and wait times. Communicates performance indicators and makes staffing and system adjustments as needed.
• Assists in ensuring supply-demand models, and 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 functions, clerical functions, include processes such as cashiering, managed care, schedule templates.  Clinical functions include rooming patients, supporting provider schedules, triage, etc.

Operations Management

• Manages the day-to-day operations of the CWH practice.  This includes 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 faculty members and division managers 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 requested.
• Anticipates operational and functional requirements to enable program development and expansion. 
• Responsible for maintaining internal quality management activities.  Problem solves immediate and long-range operating issues with staff.  Keeps abreast of all licensures, regulatory and safety requirements.  With guidance from the Ambulatory Program Director, ensures department and staff compliance with CMS regulations, HIPAA, OSHA, CLIA, DNV, OHSU, and other regulations.  Responsible for all reporting of risk related issues/problems within his/her practice.
• Acts as the first line of mediation for conflicts between clinical staff and/or patients and staff.  Demonstrates collaborative problem-solving skills and conflict resolution.  Provides daily “rounding” and will be accessible, available, and responsive to staff, providers and patients.  Advocates for staff and patients with other departments when appropriate.  Builds collaborative network and partnerships with ancillary departments and other departments across the university.
• Review appropriate clinic matters with the Director and Medical Director.

General Human Resources/Personnel

• Revise, support and evaluate staff, taking into consideration skills, scope of practice, patient and practice needs, and core competencies.  Seeks input and involvement of the Nurse Manager, Medical Director and Director as appropriate.
• Recruits, hires, evaluates clinical, clerical and business staff supporting program operations. Composes and revises job descriptions as needed.  Makes hiring, firing and disciplinary decisions. Completes annual GROW conversations for staff and proactively follows-up on future plans for action.
• Monitors personnel and non-labor expenses to ensure adherence to budget.
• Establishes work schedules and monitors work performance.  Oversee 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 reports.
• Proactively assesses clinical, clerical, and business staffing needs and ensures a smooth process for optimal cross –coverage and cross-training.
• Ensures staff compliance with clinical competency, licensure, and scope of practice.  Cultivates staff development by utilizing internal and external resources.  Ensures that staff attends mandatory competency and training sessions.  Sets standards of practice in collaboration with Nurse Manager and Director.
• Develops and ensures implementation of orientation plans for new staff.
• Actively promotes employee engagement.  Ensures that all providers and staff are kept current on CWH developments.
• Maintains current knowledge of all labor contracts.  Collaborates with Labor Relations in resolving staff issues and interpreting the contracts.
• Assures new employees are welcome to CWH and oversees orientation/training of new staff.  Facilitates orientation of faculty, residents and students.
• Serves as a role model for performance and service excellence for staff in all areas.  Actively participates in and promotes values and recommendations for the team.

Financial Marketing

• Prepares annual operating budgets.  Collaborates with the CWH Director to propose monthly budget variance reports in a timely fashion.  (Assists the Director in preparation and monitoring of budgets, including preparation of variance reports, new & expanded programs, overtime reports, etc.)
• Utilizes Oracle to initiate, approve, and deny purchases, monitors expenditures, develops status reports and reports variances and resolves discrepancies.  Utilizes Discoverer to monitor personnel related costs and as a tool for resolving problems for prompt correction

Facilities/Equipment

• Oversees physician environment and clinical equipment, ensuring patient safety and anticipating patients, families, providers and staff needs.
• Maintains annual capital equipment list.
• Troubleshoots clerical equipment problems and facility maintenance needs.  Initiates repair requisitions and monitors corrective actions.
• Collaborates with telecommunications counselor and serves as the liaison for internal, system-wide, and outside agencies. 

Other duties as assigned

 

• Bachelor’s Degree or the equivalent with at least 5 years of relevant experience.  Must have worked within a health care setting.
• Three or more years’ experience working with patients.  Four or more years’ experience in a managerial/supervisory role. Demonstrated organization skills. Demonstrated problem solving skills.  Demonstrated communication, interpersonal and conflict resolution skills. Demonstrated leadership and planning skills.
• 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.

We are Oregon's only public academic health center.

In addition to caring for patients, we lead groundbreaking research. We also train the next generation of health care professionals. As Portland's largest employer, we give you opportunities to learn and advance in a system of hospitals and clinics across Oregon and Southwest Washington.

All are welcome.

OHSU welcomes people of all ages, ethnicities, genders, national origins, religions and sexual orientations. We are striving to build an anti-racist, multicultural institution and encourage people with diverse backgrounds to apply.

To request reasonable accommodation, contact askhr@ohsu.edu