Practice Manager 2 at Hillsboro, OR – Hillsboro, Oregon

Key Responsibilities & Performance Standards

Customer Service

• 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

• Works with residency program director and Medical Director to continue to foster and grow the FM residency program at Orenco.
• Manages the day-to-day operations of the Orenco primary care practice; including but not limited to developing business and clinical flows that facilitate patient satisfaction and maximize efficiency.
• Keeps current on all clinical and business systems and ensures that staff is current as well.
• Works closely with providers, HMC and OHSU to maintain and improve quality of clinical operations to ensure high quality of care and maximize cost effectiveness.
• Revamps/adjusts workflow in concert with system developments. Develops intra-departmental policies and procedures
  
• Participates in Service Line, Operations meetings, Departmental, Organizational, and Community meetings when
• Anticipates operational and functional requirements to enable program development and expansion. Evaluates new products for use in
• Responsible for maintaining internal quality management
• Works collaboratively to avert high risk, problem prone issues including but not limited to long-range operating issues with staff.
• Keeps abreast of all licensure, regulatory and safety requirements. Ensures department and staff compliance with CMS regulations, HIPAA, OSHA, CLIA, TJC, OHSU, TMG, the Nurse Practice Act compliance, and other regulations.
• Responsible for reporting of risk related issues/problems within his/her practice.
• Acts as the first line of mediation for conflicts between clinical staffand/or patients and staff.
• Demonstrates collaborative problem-solving skills and conflict
• Provides daily "rounding/huddle” and will be accessible, available, and responsive to staff, providers and patients.
• Utilizes patient satisfaction results, comments, and reports from the Patient Advocate to monitor patient and family feedback. Develops timely corrective action plans to resolve problems and monitors results
• Collaborates with inpatient clinical leadership in developing care protocols that facilitate patient safety and optimize clinical
  
• Maintain and revise exam room templates.
• Review appropriate clinic matters with the HMC, OHSU and Medical Director.
• Monitors measures of patient access including
  phone statistics, access, patient waits, appointments, etc.
• Advocates for staff and patients with other departments when appropriate.
• Builds collaborative network and partnerships with
  ancillary departments and other departments across Hillsboro Medical Center and the university.

Facilities

• Works with Senior leaders at HMC to ensure effective workflows for ordering and stocking supplies, submitting work orders, as well as address issues regarding facilities and logistics.
• Works with the Network and Telephone personnel and other
  Administrative personnel to oversee the purchase and maintenance of all outpatient clinic equipment.
• Oversees physical environment and clinical equipment, ensuring
  patient safety and anticipating patients, families, providers and staff
  
• Trouble shoots clerical equipment problems and facility maintenance
  Initiates repair requisitions and monitors corrective actions.
• Maintains a safe and clean clinic space. Advises landlord on needed
  repairs on various electrical, plumbing and structural issues.

Other duties as assigned

• Additional two to three years ambulatory experience and/or primary care experience.
• Experience in:
• Managing projects and teams in matrixed organizations
• High volume ambulatory care patient flow
• Primary care operations and quality improvement strategies
• Budgeting, purchasing, and payroll.
• Working directly with culturally diverse patient populations
• Lean management principles and/or related quality improvement methodologies
• Working with underserved populations
• Patient Centered Medical Home / Patient-Centered Primary Care Home models.
• Working with electronic medical records, preferably Epic