Practice Manager 3

Department Overview

OHSU Family Medicine at Scappoose is part of OHSU School of Medicine. We are a Rural Health Center, also known as a Community Health Center. We provide preventive, primary and specialty care for you, your children, your spouse, your parents and your grandparents. We provide all that family medicine has to offer - from maternity care through geriatrics. Family Medicine clinics are home to more than 120,000 patients every year, but despite the large number, our physicians, nurses and other clinic staff know their patients - and their families - by name. Our patient care is among the nation's best, ranked #1 among the nation's medical school family medicine departments by U.S. News and World Report 2019, 2020, 2021 and 2023.

Family Medicine strongly supports the comprehensive scope to provide the highest level of care for our community. The clinical work includes but is not limited to all ages of life including newborn to end of life, taking care of those are pregnant, and supporting patients with substance use disorder including medication-assisted treatment and gender affirming care. OHSU embraces diversity and welcomes all patients.

Under the supervision of the FM (Family Medicine) Director of Clinical Operations and in collaboration with the Clinic Medical Director, the Practice Manager plans, organizes, coordinates and directs all practice activities and initiatives of the Scappoose Rural Health Clinic. These responsibilities are performed in a manner that is consistent with expectations of the OHSU Department of Family Medicine and Ambulatory Care.

This position also comes with great benefits! Some highlights include:

• Comprehensive health care plans. Covered 100% for full-time employees and 88% for dependents for .9 FTE and higher.

• $25K of term life insurance provided at no cost to the employee

• Two separate above market pension plans to choose from

• Paid time off- 208 hours per year (full-time)

• Extended illness bank- 64 hours per year

• 9 paid holidays per year

• Three weeks of paid parental leave

• Adoption assistance program (up to 5k)

• Substantial Tri-met and C-Tran discounts

• Tuition Reimbursement

• Innovative Employee Assistance Program (EAP)

Function/Duties of Position

The Practice Manager participates in construction, tracking, and implementation of the annual budget and strategic plan. The Practice Manager supervises Back and Front Office Supervisors, RN's and Behavorial Health staff along with all front and back-office staff directly or indirectly in a manner consistent with the philosophy and leadership of OHSU, Family Medicine and the Scappoose Health Center. The Practice Manager is on Call 24/7 for potential clinic and safety issues needing prompt attention. The Clinic is open 8-8 M-F and Saturdays 9AM-1PM. Budget responsibility: 48 FTE, $8 million expenses, annual visits 35,000 for 12,500 patients.

1.Clinical Practice Management:

• Develops, maintains, and implements practice policies and procedures. A key leader of transformative changes to the care delivery model as it is adapted to the rapidly changing health care environment. Provides leadership on development and implementation of standards of practice.

• Leads and participates on committees. Ensures practice compliance with regulatory requirements.

• Oversees inventory of all supplies and equipment.

• Serves as liaison in coordination of support services for practice operations.

• Leads and/or assists with implementation of grants and projects.

• Demonstrates knowledge of standards developed by organizations monitoring patient care including, but not limited to DNV and CLIA. In conjunction with clinical staff, coordinates patient flow.

• Monitors patient outcomes, especially patient experience, as well as quality metrics in general. Actively shares results with staff and develops appropriate action plans for improvement. Ensures that patient education materials are available and current.

• Assists in planning and scheduling patient education classes and related services.

• Oversees patient complaints and monitors customer service delivery. Makes periodic reports to the Patient Advisory Committee regarding the patterns of complaints and our responses to them.

2.Personnel Management:

• Assumes responsibility for coordination of all clinical activities for faculty clinicians and residents, in conjunction with the Medical Director. Works with Medical Director regarding faculty and resident issues.

• Directs the work and supervises the Front and Back Office Supervisors. Indirectly supervises front and back-office staff, RN's and Behavioral Health staff.

• Monitors direct patient care to ensure appropriate use of all front and back-office staff. Monitors staff adherence to policies/procedures and to maintenance of standards of care. Plans, assigns and approves work.

• Ensures assigned staff adequately meet workload requirements. Hires, evaluates, counsels and dismisses personnel. Responds to AFSCME grievances. Conducts staff meetings. Recommends salary adjustments.

• Identifies training and development needs of staff and coordinates in-services to meet staff needs. Orients new staff and coordinates training.

• Monitors staff time and attendance.

3.Administrative Functions:

An active key member of the Leadership Team:

• Leads in setting and achieving goals and objectives for the practice and provide direction and guidance for other clinic managers and supervisors.

• Demonstrates knowledge of capital purchases, payroll and billing processes. Keeps abreast of all expenditures, revenues, workloads and general clinic performance in terms of costs, quality, and patient satisfaction. Assists with grant budgets, required cost reports, annual audit, and strategic plan.

• Works with DFM CFO to create and meet budget expectations.

• Assists with QI planning and implementation, particularly with Lean projects.

• Leads and assists with development of new programs; implement security protocols and Patient Experience interventions

• In conjunction with DFM CFO, Works with UMG billing entity to assure correct submission and receipt of payments from insurance providers and to assure optimization of revenue.

• Fully promotes and complies with the Code of Conduct; OHSU Health Care System and departmental policies and procedures. Develops or modifies policies and procedures as needed and participates in ongoing continuing education focused on improving professional and practice management skills.

4.Leads patient Centered Primary Care Home (PCPCH) and other primary care medical home projects.

• Incorporate new payment models included in PCPCH.

• Develop performance targets (non-visit based) that reflect the values of PCMH and are reinforced by incentives derived from new payment models.

5.Key Deliverables of the role:

• Focus on growing visit volume while maintaining balanced budget. Patient experience scores, clinical compliance, high functioning staff, efficient patient flow/clinical operations

• Participates in oversight of grant proposals, quality assurance and data reporting to ensure benchmarks and deadlines are met

6.Develop:

• Local marketing/promotional programs that enhance clinic visibility in the community

Required Qualifications

Minimum Qualifications:

Education:

• Bachelor's Degree in related field plus 5 years supervisory experience, or equivalent education and experience.

Experience:

• Minimum of 5 years of experience in a management role in ambulatory practices - both business and clinical operations required.

• Experience in primary care operations and quality improvement strategies. Prior experience in budgeting, purchasing, and payroll.

• Experience with high volume ambulatory care patient flow.

• Direct patient interaction, and experience serving culturally diverse patient populations.

Job Related Knowledge, Skills, and Abilities:

• True healthcare generalist, capable of balancing the needs of patients, staff and providers.

• Develop systems to assist staff and providers to work at maximum capacity in a team environment, while guiding, developing, mentoring and working collaboratively.

• Must be an efficient team member, especially sensitive to patient, staff and provider relations.

• Must demonstrate strong verbal and written communication skills.

• Ability to meet deadlines.

• Knowledge of and experience with Lean management principles and/or related quality improvement methodologies.

• Experience working with underserved populations.

• EMR experience, preferably EPIC.

• Proficiency with MS Office suite, to include Word, Excel, and PowerPoint.

Preferred Qualifications

Preferred including listed Minimum Qualifications

• Master's degree

• 5 years of experience in managing projects and teams

• Experience in matrix organizations

Requires previous project management, marketing, and operations management.

• Prefer significant prior experience with implementation of Oregon's Patient-Centered Primary Care Home model.

• Project Management Professional Certification

Additional Details

WORKING CONDITIONS: This may include such items as work schedule, work location, travel and environmental exposures such as noise, human tissues/fluids or radiation.

• General work hours M - F (800 - 1700) Location is at Scappoose Rural Health Clinic in Scappoose, Oregon.

• Weekend and evening work may be required.

• Employee will need to flex hours as needed to achieve required outcomes of position.

• Some travel is required.

• This position works in a busy environment with a lot of interruptions, multiple demands, and people interactions. Requires effective collaborative working relationships with Director of Operations, Medical Director, Quality Manager, Chief Financial Officer, OHSU VP of Ambulatory and others.

PHYSICAL DEMANDS & EQUIPMENT USAGE: This describes the physical requirements necessary to perform the essential functions of this position. Example: Ability to carry and lift up to 50 pounds. Ability to stand for four continuous hours a day.

• This position requires sitting for at least three hours at a time.

• Moderate use of computers and phones.

• Ability to lift and carry at least 25 lbs.

• Ability to speak clearly, demonstrate patience and understanding of customer needs.

• Must be able to deal with competing needs and priorities of internal and external customers.

All are welcome

Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or aaeo@ohsu.edu.