Practice Manager

Ohsu Healthcare   •  

Portland, OR

Industry: Healthcare


Less than 5 years

Posted 45 days ago

Functions/Duties of Position

Under the supervision of the Executive Director, and in collaboration with the Medical Director, the Practice Manager plans, organizes, coordinates and directs all practice activities, of the Richmond Main Clinic, Walk-In Clinic and Benson Wellness Center. These responsibilities are performed in a manner that is consistent with expectations of the OHSU Department of Family Medicine and Ambulatory Care, as well as the FMR Board. Responsible for leading the entire clinical operations at a high performance level, the Practice Manager also plays a leadership role, in concert with other Leadership Team members, in construction, tracking, and implementation of the annual budget and strategic plan. The Practice Manager supervises the RNs, Back Office Supervisor, a Front Office Supervisor, and all front and back office staff directly or indirectly in a manner consistent with the philosophy and management of OHSU and FMR as a Community Health Center.

Administrative Functions: Is an active key member of the Leadership Team.

Leads in setting and achieving goals and objectives for the practice. Actively participates in drafting the annual budget. 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. Develops marketing and promotional programs, and links with partners and community groups as appropriate. Assists with QI planning and implementation, particularly with Lean projects. Leads and assists with development of new programs. 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.

Clinical Practice Management:

Develops, maintains, and implements practice policies and procedures. Is 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 satisfaction, 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 Richmond Board of Directors and the Board's Quality Committee regarding the patterns of complaints and our responses to them.

Personnel Management

Assumes responsibility for coordination of all clinical activities for faculty clinicians and residents, in conjunction with the Medical Director.

Directs the work and supervises the Front Office Lead and the Back Office Supervisor. Indirectly supervises front office staff 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 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.

Job Requirements


  • Bachelor’s degree related field
  • Minimum of three years’ experience in supervisory or management role in ambulatory practices - both business and clinical operationsrequired.
  • Experience in primary care operations and quality improvement strategies.
  • Experience in matrix organizations a plus.
  • Prior experience in budgeting, purchasing and payroll.
  • Experience with high volume ambulatory care patient flow. Direct patient interaction; experience serving culturally diverse patient populations.
  • True healthcare generalist, capable of balancing the needs of patients, staff and providers.
  • Develop systems to assist staff and providers to work at maximum capacity in a team environment, while guiding, developing, mentoring and working collaboratively.
  • Must be efficient team member, especially sensitive to patient, staff and provider relations.
  • Ability to meet deadlines.
  • Knowledge of and experience with Lean management principles and/or related quality improvement methodologies.
  • Experience working with underserved populations. EMR experience, preferably EPIC.
  • Proficiency with MS Office suite, to include Word, Excel, and Powerpoint.
  • This position requires sitting for at least two hours at a time. Moderate to heavy 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 priroities of internal and external customers.
  • Must be able to perform the essential functions of the position with or without accommodation


  • Master’s degree
  • Previous project management, marketing and operations management.
  • Prefer significant prior experience with implementation of Oregon's Patient-Centered Primary Care Home model.

Job: IRC78596