Department Overview:
The Neurosurgery Specialties at OHSU provide our patients with the best possible care and experience. Under the direction of, and with delegated authority from the Director of Clinical Operations for Neurosurgery & Spine the Practice Manager provides leadership and operational direction to Neurosurgery and Neuro-Oncology specialty areas. The specialty portfolio may be adjusted as operational need dictates.
This critical practice leadership position helps lead and develop medical and surgical programs, ensuring teams provide patient-centric care and partnering with nursing and faculty leadership to achieve high quality of care. Responsible for guiding/overseeing day-to-day business and clinical operations, including all human resource functions, compliance and regulatory functions, and staff development of clinic schedulers, surgery schedulers, managed care coordinators, and administrative support staff. This position supports specialty clinics and will directly manage 18 support personnel.
Will lead practice improvement and OHSU Ambulatory care initiatives, improve access to care by 1) monitoring and managing staff and provider productivity, 2) implementing operational best practices, and 3) adopting technological solutions as available at OHSU. The Practice Manager will be asked to direct and oversee all clinical aspects of the clinical operations including program development, personnel management, budgeting and P/L, facilities, inventory and equipment, and may also represent leadership in project teams and committees. They will partner with the appropriate School of Medicine Program Director(s) and may perform other duties as assigned by the Director.
Function/Duties of Position:
Human Resources/Education/Training
- Provides leadership, education, guidance, and professional development to personnel. Facilitates recruitment, interviewing, hiring, orientation, training, and performance review of medical assistants, PAS, surgery schedulers, managed care coordinators, and administrative coordinators.
- Generates timely and effective documents and communicates disciplinary actions. Accurately maintains personnel files.
- Evaluates clinical workflow, ensures PAS are functioning within their scope and implement changes, as necessary.
- Addresses and coordinates staff training needs by developing standards and ensuring basic competencies for all staff. Identifies potential problem areas, develops a system for objectively monitoring performance, and creatively seeks solutions to foster quality improvement.
- Continuously optimizes staff roles and responsibilities to meet performance goals.
- Develops and implements lean six-sigma trainings and activities.
- Remains current in new trends and innovations around improving the ambulatory environment.
- Shares and promotes successful improvement tactics and practices.
- Serves as an expert user of all aspects of EPIC, including template maintenance, surgery scheduling, OP time, iQueue, and work queues.
- The Practice Manager will serve as a role model for other employees in the Neurosurgery specialties.
Clinical Operations Management
- Demonstrates accountability and responsibility for day-to-day operations of designated services with 24-hour accountability.
- Coordinates daily operations and work activities for clinical and non-clinical services.
- Create staff schedules and appropriately use support staff. Monitors staffing levels of current and upcoming shift for the department based on patient acuity, staff competencies and patient volume.
- Develops workflow for scheduling and operating multi-disciplinary and subspecialty clinics.
- Provides timely and appropriate resolutions to patients, customers, physicians, personnel, vendors and organizational concerns or complaints.
- Manages workflow, performance, and overall practice operations achieving expert care, superb service, and maximum physician and staff productivity.
- Uses Epic, and other workforce monitoring tools to optimize workflows, efficiency, and productivity.
- Develops and maintains an open and effective line of communication with physicians and clinic staff.
- Tracks and trends physician activity, including clinic/OR sessions and clinic resource use activity.
- Supports and improves patient access and patient satisfaction. Monitors performance metrics (referrals, scheduling/access, patient experience) to ensure OHSU Ambulatory access metrics are met.
- Provides high quality customer service to both external customers (patients, referring providers, and insurance carriers) and internal customers (OHSU departments and staff) that meets or exceeds the service standards of the health care industry and OHSU Health. These duties will include prompt and professional communication efforts in written and verbal forms, face-to-face customer contact skills, crisis management, knowledge of available informational tools and technology, standard complaint processing.
Process Improvement Facilitation/Project Management
- Serve as liaison between the department and other OHSU departments, committees, and work groups to ensure alignment for ambulatory systems, processes, and programs.
- Work with faculty, residents, and clinic staff to understand the methods and procedures associated with ambulatory processes and systems, patient value stream, specifically around improving the patient experience and access metrics established by the organization.
- Develop, plan, and execute programs and training related to room utilization and allocation and measurement thereof.
- Attend and participate in professional meetings and committees to stay current with new trends and innovations around the patient experience and the interactive patient system.
- Manage and facilitate daily Huddle and weekly Performance Improvement Rounds and other performance improvement project meetings.
- Provides training opportunities for administration, staff, and clinicians.
- Work collaboratively as part of the ambulatory care team on assigned projects and initiatives across other areas of the institution.
- Designs, leads and facilitates practice improvement initiatives and events including, but not limited to scheduling templates and practices, space utilization, staffing levels and roles, operations and patient flow, employee (staff and provider) engagement, patient experience, cost reduction and resource utilization/optimization, patient and employee safety, infection control and regulatory regulation adherence.
- Facilitates discussions with leaders at all levels of the organization around improving and sustaining the ambulatory experience for patients, staff, and providers.
- Develops and administers ambulatory assessments for clinical areas, develops and implements ambulatory improvement actions.
- Identifies and addresses behavioral, operational, and cultural barriers to change.
- Provides clear, consistent articulation of the patient and provider value streams and ambulatory goals across the organization.
Financial Management
- Manages revenue cycles of the departments.
- Demonstrates organizational and analytical skills to solve problems, make decisions, and develop systems and processes for effective workflow and financial viability.
- Develops, implements, and monitors systems and processes to promote effective and efficient operations of programs and services. Supports organizational strategic initiatives.
- Assists in developing and evaluating annual goals and objectives of the division. Assists in developing and managing budget. Maintains effective and efficient use of providers, personnel, equipment, and capital.
- Works with OHSU Coding staff to process clinic charges through EPIC Billing Work Queues (Router, Review, Follow-up, and Credit).
Equipment & Regulation
- Maintains physical environment and equipment for effective operations. Anticipates and facilitates needs for repair, renovations, replacement, new purchases or modifications of work environment and equipment for the effective provision of services.
- Ensures work practices meet health, fire, safety, and regulatory requirements and compliance with DNV and HIPAA standards.
Required Qualifications:
- Bachelor’s degree in health care administration, business, or related field.
- 5 or more years’ previous management experience in a busy medical office/ambulatory care setting
- Demonstrated staff supervision experience, including oversight of personnel responsible for scheduling appointments, obtaining insurance authorizations, processing referrals, and surgery scheduling.
- Experience partnering with medical providers to achieve organizational objectives
- Ability to achieve business objectives and thrive in a matrixed reporting relationship
- Must demonstrate outstanding verbal and written communication, customer-focus, and problem-solving skills.
- 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.
- Ability to meet deadlines and urgent patient and system needs; ability to work independently.
- Evidence of detail-oriented work and superb organizational skills.
- Working knowledge of Lean or Six-Sigma principles.
- Proficient in Microsoft Office Suite.
Preferred Qualifications:
- MA, MBA, MHA or MS degree in Health Care Administration, business, engineering, or related field.
- Previous experience as a practice manager for surgical practices
- Experience working in an Academic Medical Center
- Pediatric ambulatory care experience
- Experience with EPIC or other patient information software.
- Experience with Press Ganey, Epic, access initiatives, Cognos, Power BI, strongly preferred.
Additional Details:
- Monday – Friday, varies but typically 8:00AM – 5:00PM.
- This position requires sitting at a desk up to 90% of the day, some reaching overhead and bending and lifting up to 25 pounds. Standing/sitting numerous hours a day; numerous hours of computer use; Must be able to traverse across campus to other locations on Marquam Hill; must be willing to travel to non-metro clinics if needed (this will not be common).
Why apply to OHSU?:
We are Oregon's only public academic health center.
In addition to caring for patients, we lead groundbreaking research. We also train the next generation of health care professionals. As Portland's largest employer, we give you opportunities to learn and advance in a system of hospitals and clinics across Oregon and Southwest Washington.
All are welcome.
OHSU welcomes people of all ages, ethnicities, genders, national origins, religions and sexual orientations. We are striving to build an anti-racist, multicultural institution and encourage people with diverse backgrounds to apply.
To request reasonable accommodation, contact askhr@ohsu.edu