Practice Manager 3

The Pediatric Specialties at OHSU Doernbecher Childrens Hospital provide our patients with the bestpossible care and experience. Under the direction of and with delegated authority from the Sr. DirectorPediatric Ambulatory Care the Practice Manager provides leadership and operational direction to fivespecialty areas (Urology Gastroenterology Endocrinology Nephrology Immunology/Infectious Disease). Thespecialty portfolio may be adjusted as operational need dictates.

This critical practice leadership position helps lead and develop medical and surgical programs ensuringteams provide patient-centric care and partnering with nursing and faculty leadership to achieve high qualityof care. The incumbent is responsible for guiding/overseeing day-to-day business and clinical operationsincluding all human resource functions compliance and regulatory functions and staff development of clinicschedulers surgery schedulers managed care coordinators and administrative support staff. This positionsupports 5 specialty clinics across multiple locations will partner with 49 providers and will directly manage20 scheduling personnel.

In this capacity the incumbent will lead practice improvement and OHSU Ambulatory care initiativesimprove access to care by 1) monitoring and managing staff and provider productivity 2) implementingoperational best practices and 3) adopting technological solutions as available at OHSU. The PracticeManager will be asked to direct and oversee all clinical aspects of the pediatric specialties clinical operationsincluding program development personnel management budgeting and P/L facilities inventory andequipment and may also represent leadership in project teams and committees. They will partner with theappropriate School of Medicine Program Director(s) and may perform other duties as assigned by the Sr.

Director.

This position works closely with the Director of Nursing and Nurse Manager for pediatric ambulatory care tosupport continuous quality improvement. This position will also partner with other members of the Pediatric Ambulatory Leadership team for support and to align leadership and management activities across pediatric ambulatory care.

Human Resources/Education/Training

• Provides leadership education guidance and professional development to personnel. Facilitates recruitment interviewing hiring orientation training and performance review of medical assistants PAS surgery schedulers managed care coordinators and administrative coordinators.
• Generates timely and effective documents and communicates disciplinary actions. Accurately maintains personnel files.
• Evaluates clinical workflow ensures PAS are functioning within their scope and implement changes as necessary.
• Addresses and coordinates staff training needs by developing standards and ensuring basic competencies for all staff. Identifies potential problem areasdevelops a system for objectively monitoring performance and creativelyseeks solutions to foster quality improvement.
• Continuously optimizes staff roles and responsibilities to meet performance goals.
• Develops and implements lean six-sigma trainings and activities.
• Remains current in new trends and innovations around improving the ambulatory environment.
• Shares and promotes successful improvement tactics and practices.
• Serves as an expert user of all aspects of EPIC including template maintenancesurgery scheduling OP time iQueue and work queues.
• The Practice Manager will serve as a role model for other employees in thepediatric surgical specialties.

Clinical Operations Management

• Demonstrates accountability and responsibility for day-to-day operations of designated services with 24-hour accountability.
• Coordinates daily operations and work activities for clinical and non-clinical services.
• Create staff schedules and appropriately use support staff. Monitors staffing levels of current and upcoming shift for the department based on patientacuity staff competencies and patient volume.
• Develops workflow for scheduling and operating multi-disciplinary and subspecialty clinics (Pectus Fetal Therapy Trauma Spina Bifida Neuromuscular Spine).
• Develops and manages Telehealth operations.
• Provides timely and appropriate resolutions to patients customers physicians personnel vendors and organizational concerns or complaints.
• Manages workflow performance and overall practice operations achieving expert care superb service and maximum physician and staff productivity.
• Uses Epic Aceyus reporting Cisco Finesse and other workforce monitoring tools to optimize workflows efficiency and productivity.
• Develops and maintains an open and effective line of communication with physicians and clinic staff.
• Tracks and trends physician activity including clinic/OR sessions and clinic resource use activity.
• Supports and improves patient access and patient satisfaction. Monitors performance metrics (referrals scheduling/access patient experience) to ensure OHSU Ambulatory access metrics are met.
• Provides high quality customer service to both external customers (patients referring providers and insurance carriers) and internal customers (OHSU departments and staff) that meets or exceeds the service standards of the health care industry and OHSU Health. These duties will include prompt and professional communication efforts in written and verbal forms face-to-face customer contact skills crisis management knowledge of available informational tools and technology standard complaint processing.

Process Improvement Facilitation/Project Management

• Serve as liaison between the department and other OHSU departments committees and work groups to ensure alignment for ambulatory systemsprocesses and programs.
• Serve as the pediatric specialtys liaison with the OPEx team and the OPP.
• Work with faculty residents and clinic staff to understand the methods and procedures associated with ambulatory processes and systems patient valuestream specifically around improving the patient experience and accessmetrics established by the organization.
• Develop plan and execute programs and trainings related to room utilization and allocation and measurement thereof.
• Attend and participate in professional meetings and committees to stay current with new trends and innovations around the patient experience andthe interactive patient system.
• Manage and facilitate daily Huddle and weekly Performance Improvement Rounds and other performance improvement project meetings.
• Provides training opportunities to administration staff and clinicians.
• Work collaboratively as part of the ambulatory care team on assigned projects and initiatives across other areas of the institution.
• Designs leads and facilitates practice improvement initiatives and events including but not limited to: scheduling templates and practices spaceutilization 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 infection control and regulatory regulation adherence.

Education:

• Bachelors degree in health care administration business or related field.

Experience:

• 5 or more years previous management experience in a busy medical office/ambulatory care setting
• Demonstrated staff supervision experience including oversight of personnel responsible for scheduling appointments obtaining insurance authorizations processing referrals and surgery scheduling.
• Experience partnering with medical providers to achieve organizational objectives
• Ability to achieve business objectives and thrive in a matrixed reporting relationship

Job Related KnowledgeSkills and Abilities

• Must demonstrate outstanding verbal and written communication customer-focus and problem-solving skills.
• Demonstrates excellent interpersonal skills and ability to partner with faculty to achieve organizational goals.
• Evidence for successful implementation of meaningful change management initiatives.
• Experience with producing and interpreting quantitative and qualitative analysis.
• Demonstrated ability to apply quantitative and qualitative findings to drive improvement initiatives.
• Ability to meet deadlines and urgent patient and system needs; ability to work independently.
• Evidence of detail-oriented work and superb organizational skills.
• Working knowledge of Lean or Six-Sigma principles.
• Proficient in Microsoft Office Suite

• MA MBA MHA or MS degree in Health Care Administration business engineering or related field.
• Previous experience as a practice manager for surgical practices
• Experience working in an Academic Medical Center
• Pediatric ambulatory care experience
• Experience with EPIC or other patient information software.
• Experience with Press Ganey Epic access initiatives Cognos Power BI strongly preferred.

Position will be onsite Monday-Friday for a minimum of 6 months with the option for a hybrid schedule ifperformance meets/exceeds expectations.