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Department Overview:

The Practice Manager 2 is a key practice leadership position for our primary care shared clinic. This role is responsible for developing outpatient clinical programs and ensuring quality care and continuity for patients and families. This position is responsible for guiding/overseeing day-to-day business and clinical operations, which includes all human resources functions, compliance and staff development of clinical, admin staff and others. The Practice Manager 3 role has both formal and informal reporting structure as the Orenco clinic operates under Hillsboro Medical Center with all employees including this position are OHSU employed. Strives to achieve organizational priorities of highest quality of care, growth in patient population, excellence in access and patient experience, appropriate medical management, and optimal primary care educational experience for learners, including Hillsboro Family Medicine and Internal Medicine residents. Works under the guidance of the Senior Practice Manager, Director of clinical Operations; partners with Medical Director, and other outpatient practice leaders, senior leaders and staff. This position requires the ability to work as a collaborative member of the management team, including building a professional partnership within partner group leadership teams.al in supporting diversity, inclusion, wellness, and creativity fostering an environment characterized by a strong ethic of trust, respect, and cooperation.

The Practice Manager 2 will be responsible for oversight of the Orenco building and will work closely with all people in the buildings, including: staff, providers, patients, and the public to provide quality service and care. As the point person hours calls are occasionally received to address building issues. This position requires someone who can problem solve and stay highly organized, as well as high level written and verbal communication skills and the ability to stay calm under high pressure conditions and timelines.

This role has many reporting lines and will need to possess the skills to successfully lead through change while balancing the needs of staff, patients, providers across the health system

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

Comprehensive health care plans. Covered 100% for full-time employees and 88% for dependents.
$25K of term life insurance provided at no cost to the employee
Two separate above market pension plans to choose from
Vacation - 192 to 288 hours per year depending on length of service, prorated for part-time
Sick Leave - 96 hours per year, prorated for part-time
Holidays - up to 64 holiday hours per calendar year (employees accrue (link removed) holiday hours for each hour paid)
Substantial public transportation discounts (Tri-met and C-Tran)
Tuition Reimbursement
Innovative Employee Assistance Program (EAP) including extensive wellness resources
$74,195 - $118,539 annual

Function/Duties of Position:

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
Provide Assures premier customer service to patients, providers, the community and other clients.
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; facilitates team building; 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
Assists in ensuring supply-demand models, 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, clerical 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.Continues to work 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 and
Participates in Service Line, Operations meetings, Departmental, Organizational, and Community meetings when
Anticipates operational and functional requirements to enable program development and expansion. Evaluates new products for use in
Responsible for maintaining internal quality management activities.
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 all reporting of risk related issues/problems within his/her practice.
Acts as the first line of mediation for conflicts between clinical staff.
and/or patients and staff.
Demonstrates collaborative problem-solving skills and conflict resolution.
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. In a timely manner, will develop 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
Review appropriate clinic matters with the HMC, OHSU and Medical Director.
Monitors other measures of patient access including
phone statistics, access, patient waits, appointments, etc.
Advocates for staff and patients with other departments when appropriate.

Required Qualifications:

Bachelors degree in Health Care Administration, business or related field or a combination of work and education.
Minimum of five years experience in managing ambulatory practices both business and clinical operations required. Experience in primary care operations. Prior experience in budgeting, and purchasing. Experience with high volume ambulatory care patient flow. Direct patient interaction; experience serving culturally diverse patient populations. Customer service experience or patient-centered care experience.
Administration or oversight of an on- going project or program. Project Management, Lean Six Sigma, or performance improvement experience.
Experience with reporting and quantitative and qualitative analysis
Strong interpersonal, organizational and communication skills needed. Ability to work on varied projects while managing day to day operations within the clinic. 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 while managing priorities and deadlines. Proficient in Microsoft Office Suite.
Must be able to perform the essential functions of the position with or without accommodation

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.

Oregon Health & Science University

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