Practice Manager 2

Practice Manager

The Practice Manager oversees operations at Orenco Primary Care, a 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 families.

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. They lead and participate in clinic meetings, and ensure implementation and alignment of processes in accordance with institutional guidelines.

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.

Function / Duties of Position

Key Responsibilities & Performance Standards

• 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 and 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.

Operation Management

Facilities

Other duties as assigned

Required Qualifications

Preferred Qualifications

Additional Details

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