Medical Office Services Manager II; Primary Care - Tacoma; MLK

MEDICAL OFFICE SERVICES MANAGER II, AMBULATORY (PRIMARY CARE) - TACOMA WA
POSITION HAS RESPONSIBILITY/OVERSIGHT OF BOTH PRIMARY CARE AND OVERALL BUILDING FUNCTIONS AT THIS LOCATION
STRONG LEADERSHIP SKILLS WITH AN ABILITY TO BUILD A COLLABORATIVE CULTURE - HIGHLY PATIENT-EXPERIENCE MINDED
ANTICIPATED TOTAL NUMBER OF DIRECT REPORTS TO APPROXIMATELY BE BETWEEN 2-15 AT THIS TIME - RN A PLUS, BUT NOT REQ'D!

Job Summary:

In addition to the responsibilities listed below, this role is also responsible for leading and managing larger care centers, a team of direct reports, and a department manager to oversee the logistical coordination, operational integration, and unique challenges associated with assigned medical offices; ensures efficient and effective delivery of healthcare services and compliance with regulatory standards; acting as the primary liaison between medical office teams and organizational leadership to align strategic goals;

represents Kaiser Permanente (KP) by partnering with internal and external stakeholders to showcase the delivery model and drive collaboration across departments; collaborates with member experience and access teams to support regional projects and drive initiatives for operational and patient care improvements; ensuring operational readiness by overseeing schedules, patient workflows, and facility management; addressing highly complex operational challenges to drive service excellence and patient satisfaction;

developing and implementing strategies to drive continuity in patient experience, ensuring resolution of member challenges and complaints and leading communications with matrixed teams to ensure seamless care navigation; overseeing strategies to ensure improvement of performance metrics related to patient access, quality, and financial targets; overseeing safety and emergency preparedness efforts, including compliance with workplace safety and emergency protocols; leads patient care-focused initiatives by overseeing performance metrics related to access, quality, and financial targets, with a strong emphasis on Consistent Disease State Management (CDSM) and other key quality measures;

leading process improvement initiatives to optimize workflows, reduce waste, and enhance overall operational efficiency; and ensuring all members receiving care within the facility experience high-quality service and coordinated support. Collaborates with Nursing Clinical Practice to ensure assistants and staff provide the highest quality of care and are in compliance with the Nursing Practice Act, The Joint Commission, federal, state, and local requirements.

• Creates and advocates for developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; works with leaders and employees to set goals and provide open feedback and coaching to drive performance improvement. Pursues professional growth; hires, trains, and develops talent for growth opportunities; strategically evaluates talent for succession planning; sets performance management guidelines and expectations across teams / units.
  
  Oversees implementation, adapts, and stays up to date with organizational change, challenges, feedback, best practices, processes, and industry trends; shares best practices within and across teams. Fosters open dialogue amongst team members, engages, motivates, and promotes collaboration within and across teams; motivates teams to meet business objectives. Delegates tasks and decisions as appropriate; provides appropriate support, guidance and scope; encourages development and consideration of options in decision making;
  
  fosters access to stakeholders.
• Manages designated units or teams by translating business plans into tactical action items; oversees the completion of work assignments and identifies opportunities for improvement; ensures all policies and procedures are followed; partners with key stakeholders and business leaders to ensure products and/or services meet requirements and expectations while aligning with departmental strategies. Aligns team efforts; builds accountability for and measuring progress in achieving results;
  
  assumes responsibility for decision making; fosters direct reports to resolve escalated issues as appropriate. Communicates goals and objectives; incorporates resources, costs, and forecasts into team and unit plans; ensures matrixed resources are fulfilling service or performance requirements across reporting lines. Removes obstacles that impact performance; identifies and addresses improvement opportunities; guides performance and develops contingency plans accordingly; influences teams and units to operate in alignment with operational and business objectives.
• Manages ambulatory operations to support patient care by: providing additional oversight/span of control for, negotiating, and driving timelines for action item implementation and monitoring compliance to financial commitments;…