The Centralized Access Improvement Partner is responsible for auditing quality, standardizing and redesigning workflows, and running improvement initiatives across centralized access. This role combines project management, process analysis, and process improvement expertise to build centralization playbooks and project-manage clinics and departments as they transition into the centralized access team. The Improvement Partner works with clinical leaders, operational teams, and quality improvement specialists to ensure consistent standards, identify workflow gaps, and drive continuous-improvement initiatives so issues surface through data rather than escalation.

 

The role serves as the strategic partner to the Manager of Centralized Optimization Access and provides day-to-day operational support in quality monitoring, workflow standardization, and improvement project execution. The Improvement Partner will ensure all centralized teams (Connected Care Center, Incoming Referral Center, Ambulatory Access Services, and new clinics entering centralization) operate at consistent quality and efficiency standards while building the institutional knowledge and playbooks that make future centralization repeatable and scalable.

Quality Auditing & Standards

• Monitors and audits quality metrics and clinical workflow compliance across Connected Care Center, Incoming Referral Center, and Ambulatory Access Services.
• Establishes and maintains quality standards, performance benchmarks, and key performance indicators for centralized access operations.
• Analyzes quality data to identify workflow gaps, process bottlenecks, and performance issues before they escalate.
• Develops and implements quality improvement initiatives and corrective action plans.

Workflow Redesign & Process Improvement

• Designs and implements standardized workflows and best practices across centralized access operations.
• Partners with operational teams and clinical leaders to redesign processes for efficiency and quality.
• Identifies process redundancies and proposes solutions that reduce wait times, improve access, and enhance customer satisfaction.
• Documents current-state processes and develops future-state workflow improvements.
• Facilitates process improvement meetings and kaizen events to drive continuous improvement.

Centralization Project Management

• Project-manages the onboarding of clinics and departments as they transition into centralized access operations.
• Develops structured transition plans, implementation timelines, and project charters for new centralization projects.
• Coordinates with Access Transformation and Centralized Operations leadership to ensure clean handoffs and successful transitions.
• Tracks project milestones, deliverables, and budgets; communicates progress to stakeholders.
• Conducts training needs assessments and works with Training & Staff Development to support onboarding.

Centralization Playbook Development

• Builds playbooks and procedural documentation that standardize the approach to centralizing new clinics and departments.
• Captures lessons learned from each centralization project and incorporates them into updated playbooks.
• Maintains documentation that allows future centralization projects to be executed consistently and predictably.
• Works cross-functionally to ensure playbooks reflect best practices and operational realities.

Other duties as assigned.

• Bachelor’s degree in business administration, Healthcare Management, Management, Project Management, or related field; or equivalent combination of education, training and experience
• 3+ years of project management experience in healthcare operations or ambulatory care settings.
• Strong understanding of healthcare access, scheduling systems, and ambulatory workflow processes.
• Demonstrated ability with process improvement and workflow redesign initiatives.
• Project Management and Planning – ability to develop comprehensive project plans, timelines, and budgets; coordinate multiple initiatives concurrently.
• Strong analytical and data interpretation skills – ability to use data to identify workflow gaps, quality issues, and improvement opportunities.
• Excellent written and verbal communication – ability to clearly present findings, recommendations, and project status to clinical and operational leaders.
• Ability to work collaboratively across functional areas, departments, and organizations.
• Problem-solving and critical thinking with ability to handle complex access and operational issues.
• Proficiency with Microsoft Office Suite and project management tools

 

• Lean/Project management training
• Project management experience in healthcare centralization initiatives or large-scale system implementations.
• Experience supporting multiple ambulatory clinics or departments within an academic health system.
• Epic or similar EHR system knowledge – experience with template configuration, workflow design, or system optimization.
• Previous experience with centralization, integration, or consolidation projects in academic health systems.
• Project Management Professional (PMP), Certified Quality Manager (CQM), or healthcare quality certification (CPHQ).
• Process improvement methodologies – Lean, Six Sigma, or continuous improvement frameworks (APICS, ASQ training preferred).
• Epic Certified

• The work occurs in a typical office environment within a hospital setting. Work hours are as required to complete assignment; core hours are 8 am to 5 pm, Monday through Friday. This role may require occasional out-of-office meeting attendance, collaboration with staff across multiple OHSU locations, and participation in improvement initiatives that may require flexible scheduling or travel to clinic sites.
• Able to perform essential functions of the job with or without accommodation.

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