Key Responsibilities & Performance Standards

Operations Management

• Demonstrates accountability and oversight for daily clinic and infusion operations.
• Builds and maintains strong relationships with Legacy Health and other community referral physicians and practices.
• Resolves patient, customer, physician, staff, vendor, and organizational concerns promptly and effectively, ensuring positive outcomes.
• Manages workflow, performance, and overall practice operations to achieve expert care, exceptional service, and optimal physician/staff productivity.
• Maintains open, effective communication with managers, physicians, APPs, clinic staff, and external divisions.
• Supports and enhances patient access and satisfaction by actively listening to and resolving complaints.
• Fosters teamwork and collaboration among clerical, clinical, billing, and medical staff.
• Monitors patient satisfaction data, comments, and reports to identify opportunities for improvement; develops and implements timely corrective action plans and tracks results.
• Tracks and analyzes access metrics such as call statistics, wait times, appointment availability, and other measures to guide improvements.
• Develops and implements innovative approaches to clinical processes, standardizing workflows across clinic operations.
• Collaborates with other CHO Practice Managers and the Director to align and optimize departmental operations.
• Coordinates inpatient coverage with lead physicians and hospital management.
• Partners with leadership to develop strategic and outreach initiatives supporting growth of the Collaborative, including new projects with Legacy leadership.
• Monitors and ensures adherence to the approved budget; analyzes variances, develops solutions to budgetary concerns, and contributes to annual budget planning and submissions.
• Reports regularly to the CHO Director on agreed clinical metrics and budget performance, using benchmarks to track productivity and address variances.

Process Improvement Facilitation/Project Management

• Plans and executes programs and trainings to optimize room utilization, patient flow, and resource allocation using OHSU Performance Excellence methodologies.
• Participates in professional meetings and committees to stay current on trends in patient experience, service, and quality outcomes.
• Oversees clinic safety practices and ensures timely reporting of incidents in the PSI system.
• Leads daily huddles, Performance Improvement Rounds, and other initiatives to improve communication, visibility, and work processes.
• Designs and implements practice improvement initiatives focused on space utilization, staffing optimization, operations, patient and employee engagement, cost reduction, safety, and regulatory compliance.
• Partners with leaders at all levels to improve and sustain the ambulatory experience, addressing behavioral, operational, and cultural barriers to change.
• Monitors and communicates key service indicators (e.g., call wait times, appointment availability, authorizations, referrals, satisfaction, check-in/wait times) and adjusts staffing or processes as needed.
• Articulates patient and provider value streams and ambulatory goals across the organization.

Human Resources/Education/Training

• Provides leadership, guidance, and professional development for staff, serving as a role model for performance and service excellence.
• Conducts regular 1:1 meetings with all direct reports and leads employee engagement, training, and development initiatives.
• Oversees training materials and ensures completion of mandatory competencies and education sessions.
• Assesses staffing needs and directs recruitment, interviewing, hiring, onboarding, training, performance reviews, and disciplinary actions (in accordance with union contracts where applicable).
• Identifies and addresses performance issues through clear documentation, coaching, and corrective action, fostering continuous improvement and quality outcomes.
• Optimizes roles and responsibilities to meet performance goals, establishing and adjusting work schedules, assignments, and coverage based on operational needs.
• Oversees timekeeping, leave approvals, productivity monitoring, and overtime reporting.
• Stays current on trends and innovations in ambulatory care and shares successful improvement strategies with peers.
• Manages physician and APP time-off schedules and coordinates provider coverage.
• Maintains knowledge of labor contracts and collaborates with HR and Labor Relations to resolve staff issues and ensure compliance.

Facilities, Equipment & Regulation

• Oversees the physical environment and equipment to ensure effective operations and patient safety.
• Anticipates and coordinates repairs, renovations, replacements, purchases, or modifications to maintain service quality.
• Ensures compliance with health, fire, safety, and regulatory requirements, including OSHA, DNV, and OHSU HIPAA standards.

Other duties as assigned.

• Master’s degree in related field
• Previous leadership experience in a healthcare setting
• Experience with EPIC
• Experience with DNV standards, Qgenda, PowerBI, & Kronos preferred.
• FACHE, CMPE, or other credential that demonstrates continued learning in leadership and healthcare operations