Practice Manager 2

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 Institutes Tualatin 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 implement initiatives outlined in the OHSU KnightLegacy Health Cancer Collaboration and Knight Cancer Institutes Strategic Plan. This role works closely with the Operations Director Medical Director Collaboration Co-Managers 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 physician and APP providers.

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 OHSUs position as a leader in cancer care delivery.

Key Responsibilities & Performance Standards

Operations Management

• Demonstrates accountability and oversight for daily clinic and infusion operations.
• Builds and maintains strong relationships with Legacy Health and other community referral physicians and practices.
• Resolves patient customer physician staff vendor and organizational concerns promptly and effectively ensuring positive outcomes.
• Manages workflow performance and overall practice operations to achieve expert care exceptional service and optimal physician/staff productivity.
• Maintains open effective communication with managers physicians APPs clinic staff and external divisions.
• Supports and enhances patient access and satisfaction by actively listening to and resolving complaints.
• Fosters teamwork and collaboration among clerical clinical billing and medical staff.
• Monitors patient satisfaction data comments and reports to identify opportunities for improvement; develops and implements timely corrective action plans and tracks results.
• Tracks and analyzes access metrics such as call statistics wait times appointment availability and other measures to guide improvements.
• Develops and implements innovative approaches to clinical processes standardizing workflows across clinic operations.
• Collaborates with other CHO Practice Managers and the Director to align and optimize departmental operations.
• Coordinates inpatient coverage with lead physicians and hospital management.
• Partners with leadership to develop strategic and outreach initiatives supporting growth of the Collaborative including new projects with Legacy leadership.
• Monitors and ensures adherence to the approved budget; analyzes variances develops solutions to budgetary concerns and contributes to annual budget planning and submissions.
• Reports regularly to the CHO Director on agreed clinical metrics and budget performance using benchmarks to track productivity and address variances.

Process Improvement Facilitation/Project Management

• Plans and executes programs and trainings to optimize room utilization patient flow and resource allocation using OHSU Performance Excellence methodologies.
• Participates in professional meetings and committees to stay current on trends in patient experience service and quality outcomes.
• Oversees clinic safety practices and ensures timely reporting of incidents in the PSI system.
• Leads daily huddles Performance Improvement Rounds and other initiatives to improve communication visibility and work processes.
• Designs and implements practice improvement initiatives focused on space utilization staffing optimization operations patient and employee engagement cost reduction safety and regulatory compliance.
• Partners with leaders at all levels to improve and sustain the ambulatory experience addressing behavioral operational and cultural barriers to change.
• Monitors and communicates key service indicators (e.g. call wait times appointment availability authorizations referrals satisfaction check-in/wait times) and adjusts staffing or processes as needed.
• Articulates patient and provider value streams and ambulatory goals across the organization.

Human Resources/Education/Training

• Provides leadership guidance and professional development for staff serving as a role model for performance and service excellence.
• Conducts regular 1:1 meetings with all direct reports and leads employee engagement training and development initiatives.
• Oversees training materials and ensures completion of mandatory competencies and education sessions.
• Assesses staffing needs and directs recruitment interviewing hiring onboarding training performance reviews and disciplinary actions (in accordance with union contracts where applicable).
• Identifies and addresses performance issues through clear documentation coaching and corrective action fostering continuous improvement and quality outcomes.
• Optimizes roles and responsibilities to meet performance goals establishing and adjusting work schedules assignments and coverage based on operational needs.
• Oversees timekeeping leave approvals productivity monitoring and overtime reporting.
• Stays current on trends and innovations in ambulatory care and shares successful improvement strategies with peers.
• Manages physician and APP time-off schedules and coordinates provider coverage.
• Maintains knowledge of labor contracts and collaborates with HR and Labor Relations to resolve staff issues and ensure compliance.

Facilities Equipment & Regulation

• Oversees the physical environment and equipment to ensure effective operations and patient safety.
• Anticipates and coordinates repairs renovations replacements purchases or modifications to maintain service quality.
• Ensures compliance with health fire safety and regulatory requirements including OSHA DNV and OHSU HIPAA standards.

Other duties as assigned.

• Bachelors 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.

• Masters 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 Institutes Tualatin 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 Collaborative locations Marquam Hill and the South Waterfront Campus.