Oregon Health & Science University

Department Overview

Gabriel Park is located in a community setting, single family and multi family dwellings, across from Gabriel Park - a pleasant retreat in a community setting. We are near the neighborhoods of Hillsdale and Multnomah Village, and close to Beaverton Hillsdale Hwy. Under the supervision of the FM (Family Medicine) Director of Clinical Operations and in collaboration with the Clinic Medical Director, the Practice Manager plans, organizes, coordinates and directs all practice activities and initiatives of the Gabriel Park Clinic. The responsibilities are performed in a manner that is consistent with expectations of the OHSU Department of Family Medicine and Ambulatory Care. The Practice Manager participates in construction, tracking, and implementation of the annual budget and strategic plan. The Practice Manager is on Call 24/7 for potential clinic and safety issues needing prompt attention.

This position also comes with great benefits! Some highlights include:

• Comprehensive health care plans. Covered 100% for full-time employees and 88% for dependents.
• $25K of term life insurance provided at no cost to the employee
• Two separate above market pension plans to choose from
• Vacation - 192 to 288 hours per year depending on length of service, prorated for part-time
• Sick Leave - 96 hours per year, prorated for part-time
• Holidays - up to 64 holiday hours per calendar year (employees accrue .0308 holiday hours for each hour paid)
• Substantial public transportation discounts (Tri-met and C-Tran)
• Tuition Reimbursement
• Innovative Employee Assistance Program (EAP) including extensive wellness resources

Function/Duties of Position

Supervisory and Budget responsibility: 55FTE, $7 million expenses, annual visits 37,000 for 13,000 patients. The Practice Manager supervises 55 Staff including Back and Front Office Supervisors, Triage and Care Management RN's, Behavorial Health staff, Administrative staff, and Athletic Trainer, along with all front and back office staff directly or indirectly in a manner consistent with the philosophy and leadership of OHSU, Family Medicine and the Gabriel Park Health Center. Oregon Health & Science University (OHSU) is a nationally prominent research university and Oregon's only public academic health center. Our patient care is among the nation's best, ranked #1 among the nation's medical school family medicine departments by U.S. News and World Report 2019, 2020, 2021, and 2023.

1. Clinical Practice Management:

• Develops, maintains, and implements practice policies and procedures. A key leader of transformative changes to the care delivery model as it is adapted to the rapidly changing health care environment. Provides leadership on development and implementation of standards of practice.
• Leads and participates on committees. Ensures practice compliance with regulatory requirements.
• Oversees inventory of all supplies and equipment.
• Serves as liaison in coordination of support services for practice operations.
• Leads and/or assists with implementation of grants and projects.
• Demonstrates knowledge of standards developed by organizations monitoring patient care including, but not limited to DNV and CLIA. In conjunction with clinical staff, coordinates patient flow.
• Monitors patient outcomes, especially patient experience, as well as quality metrics in general. Actively shares results with staff and develops appropriate action plans for improvement. Ensures that patient education materials are available and current.
• Assists in planning and scheduling patient education classes and related services.
• Oversees patient complaints and monitors customer service delivery. Makes periodic reports to the Patient Advisory Committee regarding the patterns of complaints and our responses to them.

1. Supports and coordinates other specialty services with the clinic including:

• OHSU Sports Medicine hub
• OHSU Sports Medicine Fellowship program
• Transgender Health
• Behavioral Health

1. Manages the support staff for the following service lines:

• Neuropsychology,
• Acupuncture
• Integrative Medicine
• Long-Covid
• Advanced Care Planning
• Radiography
• Cardiac Stress tests

Personnel Management:

• Assumes responsibility for coordination of all clinical activities for faculty clinicians and residents, in conjunction with the Medical Director. Works with Medical Director regarding faculty and resident issues. 
• Directs the work and supervises the Front and Back Office Supervisors, Administrative staff, RN Care Managers, Triage RNs, Behavioral Health staff, and Athletic Trainer. Indirectly supervises front and back-office staff.
• Monitors direct patient care to ensure appropriate use of all front and back-office staff. Monitors staff adherence to policies/procedures and to maintenance of standards of care. Plans, assigns and approves work.
• Ensures assigned staff adequately meet workload requirements. Hires, evaluates, counsels and dismisses personnel. Responds to AFSCME and ONA grievances. Conducts staff meetings. Recommends salary adjustments.
• Identifies training and development needs of staff and coordinates in services to meet staff needs. Orients new staff and coordinates training.
• Monitors staff time and attendance.

Administrative Functions:

An active key member of the Leadership Team:

• Leads in setting and achieving goals and objectives for the practice and provides direction and guidance for other clinic managers and supervisors.
• Demonstrates knowledge of capital purchases, payroll and billing processes. Keeps abreast of all expenditures, revenues, workloads and general clinic performance in terms of costs, quality, and patient satisfaction. Assists with grant budgets, required cost reports, annual audit, and strategic plan.
• Works with DFM CFO to create and meet budget expectations.
• Assists with QI planning and implementation, particularly with Lean projects.
• Leads and assists with development of new programs; implement security protocols and Patient Experience interventions
• In conjunction with DFM CFO, Works with UMG billing entity to assure correct submission and receipt of payments from insurance providers and to assure optimization of revenue.
• Fully promotes and complies with the Code of Conduct; OHSU Health Care System and departmental policies and procedures. Develops or modifies policies and procedures as needed and participates in ongoing continuing education focused on improving professional and practice management skills.

Key Deliverables of the role: 

• Focus on growing visit volume while maintaining balanced budget. Patient experience scores, clinical compliance, high functioning staff, efficient patient flow/clinical operations
• Participates in oversight of grant proposals, quality assurance and data reporting to ensure benchmarks and deadlines are met

Job titles of employees supervised: Behavioral Health Consultants, Behavioral Health Resource Specialist, RN Care Managers, RN Triage, Back Office Supervisor, Front Office Supervisor, Administrative Coordinator, Administrative Assistants, and the Athletic Trainer. 

Direct: 15 Indirect: 40

Required Qualifications

Bachelor’s Degree in related field plus 5 years supervisory experience, or equivalent education and experience.

• Minimum of 5 years of experience in a management role in ambulatory practices – both business and clinical operations required.
• Experience in primary care operations and quality improvement strategies. Prior experience in budgeting, purchasing, and payroll.
• Experience with high volume ambulatory care patient flow.
• Direct patient interaction, and experience serving culturally diverse patient populations.

Additional Details

• General work hours M-F 8-5. Location is at FM Gabriel Park Clinic SW Portland. Weekend and evening work may be required. 
• Employee will need to flex hours as needed to achieve required outcomes of position.
• Some travel is required.
• This position works in a busy environment with a lot of interruptions, multiple demands, and people interactions.
• Requires effective collaborative working relationships with Director of Operations, Medical Director, Quality Manager, Chief Financial Officer, OHSU VP of Ambulatory and others.

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 a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or aaeo@ohsu.edu.