Practice Manager III

The Practice Manager 3 oversees operations at Orenco Primary Care a complex matrixed shared clinic between Internal Medicine Family Medicine OHSU and Hillsboro with a Family Medicine Residency program and is responsible for assuring quality care and continuity for patients and addition to Primary Care the Orenco clinic also includes OB Addiction Geriatrics and Sports Medicine.

The Practice Manager provides consistent leadership by example in support of all aspects of the mission of OHSU including teaching research patient care community partnerships and public service. They represent the clinic at division department primary care ambulatory and external forums including practice optimization process improvement and quality improvement meetings. They lead and participate in clinic meetings and ensure implementation and alignment of processes in accordance with institutional guidelines (considering both OHSU and HMC oversight).

On a day-to-day basis they guide and oversee business and clinical operations ensure efficient use of resources manage clinical workflow and efforts of clinical staff ensure adherence to OHSU policies and procedures (including DNV and State regulatory standards) and ensure facilities meet organizational standards. The Practice Manager also participates in the construction tracking and implementation of the annual budget and strategic plan. These responsibilities are performed in a manner that is consistent with the expectations of the Division of General Internal Medicine within the Department of Medicine the Department of Family Medicine OHSU HMC and Ambulatory Care.

This role has multiple reporting lines and will need to possess the skills to successfully lead through change while balancing the needs of staff patients and providers across the health system. There are approximately 30 staff and 23 providers (clinicians and residents) at this clinic.

Customer Service

• Assures premier customer service to patients providers 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
• 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 health system.
• Actively provides and develops skills-training and scripting for dealing with difficult clients; ensures optimal service recovery; 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 HMC Medical Group OHSU Ambulatory primary care Operations Directors Medical Director and other team members.
• Monitors critical time to service indicators including; telephone wait and hold times; insurance authorizations; provider referrals; patient experience and check-in and wait times.
• Communicates performance indicators and makes staffing and system adjustments as
• 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 to include but not limited to processes such as front desk flow managed care schedule templates. Clinical functions include rooming patients supporting provider schedules triage daily huddles chart scrubbing telephone calls electronic messages refills point of care tests regulatory requirements etc.

Operation Management

• Works with residency program director and Medical Director to continue to foster and grow the FM residency program at Orenco.
• Manages the day-to-day operations of the Orenco primary care practice; including but not limited to 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 providers HMC and OHSU 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 andprocedures.
• Organizational and Community meetings when requested.
• Anticipates operational and functional requirements to enable program development and expansion. Evaluates new products for use in
• Responsible for maintaining internal quality management
• Works collaboratively to avert high risk problem prone issues including but not limited to long-range operating issues with staff.
• Keeps abreast of all licensure regulatory and safety requirements. Ensures department and staff compliance with CMS regulations HIPAA OSHA CLIA TJC OHSU TMG the Nurse Practice Act compliance and other regulations.
• Responsible for reporting of risk related issues/problems within his/her practice.
• Acts as the first line of mediation for conflicts between clinical staffand/or patients and staff.
• Demonstrates collaborative problem-solving skills and conflict
• Provides daily rounding/huddle and will be accessible available and responsive to staff providers and patients.
• Utilizes patient satisfaction results comments and reports from the Patient Advocate to monitor patient and family feedback. Develops timely corrective action plans to resolve problems and monitors results
• Collaborates with inpatient clinical leadership in developing care protocols that facilitate patient safety and optimize clinical
  
• Maintain and revise exam room templates.
• Review appropriate clinic matters with the HMC OHSU and Medical Director.
• Monitors measures of patient access including phone statistics access patient waits appointments etc.
• Advocates for staff and patients with other departments when appropriate.
• Builds collaborative network and partnerships with ancillary departments and other departments across Hillsboro Medical Center and the university.

Facilities

• Works with Senior leaders at HMC to ensure effective workflows for ordering and stocking supplies submitting work orders as well as address issues regarding facilities and logistics.
• Works with the Network and Telephone personnel and other Administrative personnel to oversee the purchase and maintenance of all outpatient clinic equipment.
• Oversees physical environment and clinical equipment ensuring patient safety and anticipating patients families providers and staff
  
• Trouble shoots clerical equipment problems and facility maintenance Initiates repair requisitions and monitors corrective actions.
• Maintains a safe and clean clinic space. Advises landlord on needed
  repairs on various electrical plumbing and structural issues.

Other duties as assigned

• Bachelors Degree in related field plus 5 years supervisory experience in a healthcare or clinical setting or equivalent education and experience.
• 5 years supervisory experience in a healthcare or clinical setting or equivalent education and experience.
• 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.
• Computer skills necessary included: the suite of Microsoft office programs.
• If RN must have an active Registered Nurse license in good standing.

• Additional two to three years ambulatory experience and/or primary care experience.
• Experience in:
  • Managing projects and teams in matrixed organizations
  • High volume ambulatory care patient flow
  • Primary care operations and quality improvement strategies
  • Budgeting purchasing and payroll
  • Working directly with culturally diverse and undeservedpatient populations
  • Lean management principles and/or related quality improvement methodologies
  • Patient Centered Medical Home / Patient-Centered Primary Care Home models
  • Working with electronic medical records preferably Epic
  • Working with underserved populations

• Position is located at Orenco station but may have some travel to other sites for meetings if no remote option.

  Hours must be flexible based on the needs of the practice.

• This position works in a busy environment with a lot of interruptions multiple demands and people interactions. Requires effective collaborative working relationships with Sr. Director of Administration Medical Director Clinic Supervisors DGIM Section Head and Division Department and Health System leaders.