Practice Manager

Department Overview

Community Hematology Oncology (CHO) is dedicated to providing our patients with the best possible care and experience at the OHSU Knight Cancer Institute, Gresham. Working with an interdisciplinary team, the Practice Manager provides leadership and strategic direction for the operations within CHO. This key practice leadership position helps develop the clinical programs that assure a safe environment, quality care delivery, and empathetic care for our patients.

The Practice Manager is responsible for guiding and overseeing day-to-day business and clinical operations, which includes operational processes and procedures, human resource functions, compliance, and staff development within the practice.

In this capacity, the Practice Manager will advise the CHO Director on practice issues, lead current and new practice initiatives relating to practice optimization, and represent leadership in external programs, projects and committees. The Practice Manager will direct and oversee various aspects of the clinic and infusion operations at OHSU Knight Cancer Institute, Gresham: personnel management, facilities needs, inventory, equipment, and outreach.

The Practice Manager manages the complex function and relationships between all stakeholders related to improving the patient experience, increasing access to care, decreasing cost of care, standardizing the work across the program, and implementing numerous changes as outlined in the OHSU Knight — Legacy Health Cancer Collaboration and Knight Cancer's Strategic Plan. In this respect, the Practice Manager works with leadership teams including the CHO Director, CHO Medical Director, Collaboration Co-Managers, and Vice President of Oncology Operations, and associated collaborative practices.

This position oversees the supervision of clinical administrative staff including PASR, CMA, CNA, MCC, and AC positions, indirectly providing supervision for physician and APP providers.

Additionally, this position will manage relationships throughout the organization to maintain a high level of engagement. The practice manager must work independently and with all levels of employees in the organization. This position must keep abreast of changes in programming, improvements and best practices in the field with application to the patient experience. Analyzes organization performance to identify gaps in alignment with best practices and recommends strategies to establish OHSU Healthcare as a leader in these areas.

Operations Management

• Demonstrates accountability and oversight for day-to-day operations.
• Maintains and develops relationship with Legacy Health and other community referral physicians and practices.
• Provides timely and appropriate resolution to patient, customer, physician, personnel, vendor, and organizational concerns. Demonstrates positive issue and complaint resolution.
• Manages work flow, performance, and overall practice operations achieving expert care, superb service, and maximum physician/staff productivity.
• Develops and maintains an open and effective line of communication with managers, physicians, APP providers, clinic staff and external divisions.
• Supports and improves patient access and patient satisfaction. Listens to, and resolves, customer/patient complaints.
• Assures collaborative team building and teamwork between clerical, clinical, billing and medical staff.
• Utilizes patient satisfaction results, comments, and reports to monitor patient and family feedback. In a timely manner, will develop corrective action plans to resolve problems and monitors results. Monitors other measures of patient access including phone statistics, access, patient waits, appointments, etc.
• Develops new and innovative approaches to the clinical processes and confirming standard work for clinic processes and operations.
• Collaborates with other CHO Practice Managers and Director for overall department operations.
• Coordinates inpatient coverage with Lead physician and Hospital management. Works in conjunction with leadership to develop strategic and outreach initiatives for growth of the Collaborative. Works with CHO Director and Legacy leadership on new developments.
• Monitor and ensure budgetary compliance to the approved budget including reporting on variations and problem solving for budgetary concerns. Support each fiscal year development of the new budget and submissions for the clinic.
• Report to the CHO Director regularly on agreed clinical metrics and budget. Utilize associate benchmarks for monitoring production and report on variances and other reporting as requested or required by management, OHSU, and OHSU Practice Plan.

Process Improvement Facilitation/Project Management

• Develop, plan and execute programs and trainings related to room utilization, flow, and allocation utilizing OHSU Performance Excellence approaches.
• Attend and participate in professional meetings and committees to stay current with new trends and innovations around the…