Practice Manager 2

The Knight Cancer Institute (KCI) Clinics at the South Waterfront encompass a multidisciplinary clinical practice which includes 31 Epic Departments and 168 providers and resources. This on-site position is responsible for the daily operations of the clinical environment as well as patient safety and experience. This position works collaboratively and supports coverage with the Call Center Manager and understands scheduling processes.  This position supports the clinic by leading the creation and implementation of best practice policies, and coordinating patient flow activities to ensure the smooth flow of clinical services and operations. This position is responsible for daily management of clinical flow, facilities, supplies/equipment, and room utilization across KCI Clinics at the South Waterfront.  Responsibilities also include compliance to regulatory requirements, HR management, EMR optimization, Ambulatory initiatives (A3) and service excellence projects. This position reports to the Director of Knight Cancer Clinics and has a collegial relationship with the management teams and medical directors across the Knight Cancer Institute. 

Clinical Operations

• Manages daily operations of clinical practice including the development and/or sustainment of workflows that facilitate patient satisfaction, safety, and maximizes efficiency in collaboration with other leadership.
• Oversees that physical environment and clinical equipment, ensuring patient safety and anticipates patients, families, providers and staff needs.
• In collaboration with other clinical leadership, ensure clinical environment is following DNV requirements.
• In collaboration with leadership, develops and/or implements department polices and procedures.
• Ensures that all staff are oriented to and comply with them and with all OHSU policies/procedures.
• In collaboration with other clinical leadership, interprets and facilitates service recovery and solutions pertaining to patient escalations and concerns from patient comments, patient surveys and patient advocates.
• Engages with patient escalations in clinic and is a member on the    patient safety committee.

Human Resources

• Direct Reports include the Clinic Operation Supervisor who has direct reports of the MA’s, CNA’s and CSA’s team, and direct oversight of infusion covering MA/CNA/CSAs.
• Responsible for the recruitment and hiring of open positions reporting to Direct Reports, as well as the forecasting and request of new initiatives. Responsible for the development and delivery of the onboarding process.
• Ensures their staff attend and pass mandatory skills competencies as well as OHSU Compass training.
• Conducts regular staff meetings and actively promotes staff engagement.
• Maintains current knowledge of all labor contracts. Collaborates
• with Labor Relations in resolving staff issues and interpreting the contracts.

Management

• Functions as a collaborative member of the leadership team.
• Attends cross-management meetings and huddles to ensure alignment of program initiatives and problem solve.
• Participates and facilitates program daily readiness huddles.
• Follows determined escalation pathways to highlight and resolves issues.
• Works collaboratively with program leadership to communicate changes and implement change management strategies.

Program Improvement and Quality Initiatives

• Attends quality care coordination committee as clinic participant. Assigns themselves or staff member to serve on project/process improvement teams.
• May be called upon to represent Ambulatory Oncology on system
• wide committees. May also be called upon to participate in Oncology Service Line initiatives.
• Oversees quality management activities such as PSI review.
• Supports Call Center Scheduling Manager, Clinic Operation Supervisor and Ambulatory Nurse Specialist to advert high risk, problem prone issues.

• Bachelor's in related field plus 3 years supervisory experience in a healthcare or clinical setting, or equivalent education and experience
• Experience in a health care, academic, or research environment.
• Knowledge and experience of customer relationship management concepts.
• Knowledge of the academic and/or healthcare environment.
• Demonstrated excellent written and verbal communication skills, excellent organizational skills and strong time management skills; demonstrated exemplary customer service orientation and ability to work as a team member.
• Must possess ability to work independently, to prioritize and manage own workload as well as ability to appropriately delegate to and coordinate workload of Medical Assistant staff
• Proven interpersonal problem-solving and conflict resolution skills; possess leadership skills demonstrated by positive and professional role-modeling and an encouraging motivational attitude.
• Flexible, calm and non-judgmental; professional demeanor, strong patient, peer and physician communication skills;
• Demonstrated skill in giving and receiving feedback; possess patience and ability to teach/train staff at various levels of the learning curve and with various learning style.
• Proficiency in OHSU computer applications. 
• Working knowledge of medical terminology. 
• Knowledge of managed care, commercial, Medicare, and Medicaid programs. 
• Strong relationship building skills with patients, providers, staff, management, and outside collaborators.

• Master’s degree in a health science field.
• Experience managing Oncology practices
• 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
• Working knowledge of Lean or Six-Sigma principles
• Experience working with an electronic medical record system, preferably Epic
• Formal customer service training, conflict management training, and/or communication training
• Knowledge of OHSU’s business policies and procedures.
• Demonstrated experience must include knowledge of OHSU systems, scheduling of 
• appointments and obtaining authorizations, referrals and surgery scheduling; must have ability to meet deadlines and respond to urgent patient and system needs

• Monday – Friday. Ability to adjust schedule based on department needs (early or late meetings, etc) Weekend work as needed, determined by KCG management.  Must be able to traverse across campus to other locations on Marquam Hill and South Waterfront.
• Standing/sitting numerous hours a day; numerous hours of computer use; ability to assist with patient transportation.