Community Hematology Oncology (CHO) is dedicated to providing our patients with the best possible care and experience at the OHSU Knight Cancer Institute, Gresham. Working with an interdisciplinary team, the Practice Manager provides leadership and strategic direction for the operations within CHO. This key practice leadership position helps develop the clinical programs that assure a safe environment, quality care delivery, and empathetic care for our patients. The Practice Manager is responsible for guiding and overseeing day-to-day business and clinical operations, which includes operational processes and procedures, human resource functions, compliance, and staff development within the practice.

 

In this capacity, the Practice Manager will advise the CHO Director on practice issues, lead current and new practice initiatives relating to practice optimization, and represent leadership in external programs, projects and committees. The Practice Manager will direct and oversee various aspects of the clinic and infusion operations at OHSU Knight Cancer Institute, Gresham: personnel management, facilities needs, inventory, equipment, and outreach.

 

The Practice Manager manages the complex function and relationships between all stakeholders related to improving the patient experience, increasing access to care, decreasing cost of care, standardizing the work across the program, and implementing numerous changes as outlined in the OHSU Knight — Legacy Health Cancer Collaboration and Knight Cancer's Strategic Plan. In this respect, the Practice Manager works with leadership teams including the CHO Director, CHO Medical Director, Collaboration Co-Managers, and Vice President of Oncology Operations, and associated collaborative practices. This position oversees the supervision of clinical administrative staff including PASR, CMA, CNA, MCC, and AC positions, indirectly providing supervision for physician and APP providers.

 

Additionally, this position will manage relationships throughout the organization to maintain a high level of engagement. The practice manager must work independently and with all levels of employees in the organization. This position must keep abreast of changes in programming, improvements and best practices in the field with application to the patient experience. Analyzes organization performance to identify gaps in alignment with best practices and recommends strategies to establish OHSU Healthcare as a leader in these areas.

Operations Management

• Demonstrates accountability and oversight for day-to-day operations.
• Maintains and develops relationship with Legacy Health and other community referral physicians and practices.
• 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 operations.
• Coordinates inpatient coverage with Lead physician and Hospital management. Works in conjunction with leadership to develop strategic and outreach initiatives for growth of the Collaborative. Works with CHO Director and Legacy leadership on new developments.
• 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 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 needed. 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 reports.
• 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.

•  Participates in manager call rotation.

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

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

• 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 business or health related field preferred but not required
• Previous OHSU or Oncology leadership experience
• Continuous improvement experience utilizing lean management systems
• Experience with reporting and quantitative and qualitative analysis.
• Experience with EPIC or other patient information software.
• Experience with DNV programs and surveys, access initiatives, Cognos, preferred.
• FACHE, CMPE, or other credential that demonstrates continued learning in leadership and healthcare operations

• Clinic hours of operation, with periodic early mornings, evenings, and weekend work as business needs necessitate Periodic travel throughout the CHO service area, to include the various CHO practice locations
• Practice Managers are required to participate in operations on-call rotation

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