Department OverviewThe Practice Manager oversees operations at OHSU Immediate Care, a service line within the Department of Family Medicine. The Immediate Care service line is comprised of 4 clinics across the Portland metro area (at the Center for Health & Healing on the South Waterfront, in Beaverton, Scappoose, and SE Portland in the Richmond neighborhood). Clinics are open 365 days a year from 8am to 8pm. They are supported by the Practice Manager, the Clinic Medical Director and two Clinic Support Supervisors, and staffed by a team of Physicians, Advanced Practice Clinicians, Medical Assistants, Patient Access Services Specialists and an Administrative Coordinator.
OHSU Immediate Care offers same day care to new and established patients of all ages for common health concerns and non-emergent minor injuries. Clinic leaders work collaboratively across service lines, including Primary and Specialty Care and the Emergency Department, to coordinate access and care. In partnership with the Clinic Medical Director, the Practice Manager provides leadership and strategic direction for the service line, planning, organizing, coordinating and directing all activities, initiatives and cross-system partnerships. A key leader of transformative changes to the care delivery model as it is adapted to the rapidly changing health care environment, they provide leadership on development and implementation of standards of practice.
On a day-to-day basis, they guide and oversee business and clinical operations, ensure efficient use of resources, manage clinical workflow and efforts of clinical staff, ensure adherence to OHSU policies and procedures (including DNV and State regulatory standards), and ensure facilities meet organizational standards. The Practice Manager also participates in the construction, tracking and implementation of the annual budget and strategic plan. These responsibilities are performed in a manner that is consistent with expectations of the Department of Family Medicine and Ambulatory Care.
The Practice Manager directly supervises two Clinical Support Supervisors and an Administrative Coordinator, and provides indirect supervsion to all front and back office staff in a manner consistent with the philosophy and leadership of OHSU.
Having oversight of a 365-day ambulatory operation, the Practice Manager is responsible to be on call weekdays, weekends and holidays during hours of operation for all locations. Call coverage is shared with Clinic Support Supervisors.
The Practice Manager reports to the Director of Clinical Operations for Family Medicine.
The Immediate Care Budget responsibility: 48 FTE, $5.5 million expenses, annual visits 33,000.
Function/Duties of PositionClinical Practice Management- Develop, implement, and maintain practice policies, procedures, and standard work to ensure consistency across all Immediate Care locations.
- Drive growth in patient visit volume while maintaining budget performance, patient experience, clinical quality, regulatory compliance, and efficient clinical operations.
- Provide oversight of quality assurance, performance metrics, and data reporting to ensure benchmarks and deadlines are met.
- Monitor patient care delivery and staffing utilization to ensure effective, efficient operations across all locations.
- Coordinate patient flow with clinical staff and implement process improvements to optimize access, throughput, and patient experience.
- Monitor patient outcomes, patient experience scores, and quality metrics; communicate results to staff and implement improvement plans as needed.
- Oversee patient complaints and customer service delivery, ensuring timely and appropriate resolution of patient, provider, staff, vendor, and organizational concerns.
- Ensure patient education materials remain current, accessible, and aligned with organizational standards.
- Ensure a safe work environment and maintain knowledge of applicable accreditation, regulatory, and patient care standards, including DNV and CLIA requirements, and ensure ongoing compliance.
- Partner with facilities and site leadership to address equipment, maintenance, renovation, space planning, and infrastructure needs.
- Lead and participate in committees, organizational initiatives, grants, and special projects that support departmental and organizational goals.
- Oversee provider scheduling for all sites and collaborate with the Medical Director to ensure adequate coverage and operational continuity.
- Partner with the Medical Director and Supervisor to facilitate provider and staff meetings across Immediate Care locations.
- Oversee inventory management for supplies and equipment across all sites, ensuring appropriate resource stewardship and operational readiness.
- Serve as a liaison for support services and maintain collaborative relationships with Primary Care and other organizational stakeholders to support effective practice operations.
Personnel Management- Assume responsibility for coordination of all clinical activities for faculty clinicians and clinical associates in conjunction with the Clinic Medical Director.
- Directly supervise Clinic Support Supervisors and Administrative Coordinator and provide indirect oversight of all front- and back-office staff across locations.
- Direct workforce planning, recruitment, hiring, onboarding, retention, performance management, disciplinary actions, and separation processes in accordance with organizational policies and labor agreements.
- Monitor and optimize staffing levels, workflows, workload distribution, roles and responsibilities, attendance and productivity to ensure operational needs are met across all locations.
- Support employee development through coaching, performance feedback, growth conversations, succession planning, and professional development opportunities.
- Ensure adherence to organizational policies, procedures, performance expectations, and standards of care.
- Foster a culture of accountability, engagement, collaboration, inclusion, and continuous improvement.
Administrative & Leadership Functions- Serve as an active member of the leadership team, contributing to strategic planning, organizational decision-making, and achievement of departmental and organizational goals.
- Develop, implement, and maintain policies, procedures, standard work, and operational guidelines that support safe, effective, and compliant practice operations.
- Partner with the department, ambulatory and organizational leaders to develop and manage budgets, monitor financial performance, oversee capital planning, and achieve operational and fiscal objectives.
- Maintain oversight of payroll, billing, revenue cycle, grants, audits, cost reporting, and other financial management activities to optimize organizational performance.
- Lead and support strategic initiatives, new programs, grants, committees, patient experience initiatives, security programs, and special projects.
- Develop and support marketing, outreach, and promotional activities that increase awareness and utilization of Immediate Care services.
- Promote compliance with the OHSU Code of Conduct and all applicable organizational policies, accreditation standards, and regulatory requirements.
- Pursue ongoing professional development to maintain and strengthen leadership, operational, and practice management expertise.
- Lead and support continuous improvement initiatives and training activities utilizing Lean, PDCA, Six Sigma, and related quality improvement methodologies. Perform other duties as assigned in support of organizational priorities.
Clinic Specific Responsibilities:- Manages 4 distinct locations, including traveling and working at various locations.
- Shares weekend on-call responsibilities with clinic supervisors and teams to ensure appropriate staffing and leader support at all Immediate Care locations.
Required Qualifications- Bachelor's Degree, or equivalent education and experience
- 5 years supervisory experience in a healthcare or clinical setting, or equivalent education and experience
- True healthcare generalist, capable of balancing the needs of patients, staff, and providers.
- Ability to relate to people from diverse backgrounds including patients, staff, and providers.
- Ability to develop systems/workflows that support staff and providers working at maximum capacity.
- Ability to guide, develop mentor and work collaboratively in a team-based environment.
- Strong verbal and written communication skills
- Timely follow up.
- Proficiency with MS Office suite, to include Word, Excel, and PowerPoint
Preferred QualificationsExperience 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
- Working with electronic medical records, preferably Epic
Additional Details- Immediate Care is a 365-day 12-hour ambulatory clinic embedded at 4 Primary Care locations. General work hours Monday - Friday 8 to 5. Travel is required to Immediate Care locations: CHH1,
- Beaverton, Richmond and Scappoose. Shared weekend, evening and holiday call coverage. Employee will need to flex hours as needed to achieve required outcomes of position.
- This position works in a busy environment with a lot of interruptions, multiple demands, and people interactions. It requires dealing with frequent interruptions within the work group. Requires effective collaborative working relationships with Director of Operations, Medical Directors, Department and System leaders and others.
- This position requires sitting for at least three hours at a time. Moderate use of computers and phones. Ability to lift and carry at least 25 lbs. Ability to speak clearly, demonstrate patience and understanding of customer needs. Must be able to deal with competing needs and priorities of internal and external customers
