Manager, Ambulatory Care Operations - Oregon Health & Science University

Department Overview:

The Manager of Ambulatory Operations oversees the Ambulatory Float Pool and Beaverton Timeshare, as well as the complete building operations of the Beaverton Clinic. They also partner with the Orenco practice manager on the operations of Orenco's timeshare, including building logistics and management.

 

In this role, the Manager is responsible for the day-to-day management of the Ambulatory Float Pool, planning, and directing its operations, in collaboration with the Director of Ambulatory Care and Practice Managers. They ensure adherence to OHSU policies and procedures, focusing on efficient business operations and exceptional service delivery.

 

The Beaverton Clinic, a 53,000-square-foot medical office building, houses over 10 clinics and multiple ancillary services. The Manager of operations maintains a closely interconnected relationship with all staff, providing supervision, leadership, and expert guidance to timeshare staff. They serve as the primary point of contact for the Beaverton building and program issues beyond individual clinic capabilities, managing centralized building and timeshare staff, coordinating services across departments, and leading building-wide responses to emergencies or operational modifications.

 

Additionally, the Manager represents the department in practice optimization and quality improvement meetings, ensuring alignment with OHSU guidelines. They uphold adherence to OHSU policies, DNV, and State regulatory agency standards. Collaborating closely with staff, providers, patients, and the public, this role aims to provide quality service and care. The Manager may receive after-hours calls to address building issues and is expected to balance telecommuting and in-person responsibilities as needed.

 

This position demands strong problem-solving and organizational skills, along with high-level written and verbal communication abilities. The Manager must remain composed under pressure and adhere to tight timelines while navigating complex situations.

Function/Duties of Position:

Administration

• Utilizing the OHSU policies, manages the day-to-day operations of Beaverton Clinic and the float pool. This includes administration of established policies and procedures, coordination of facilities, and space planning.
• Building and space management for Orenco including partnering with local practice managers and HMC leadership.
• Maintain ongoing compliance with bodies having regulatory oversight and Environment of Care requirements through staff education and monitoring. Ensures accurate and timely reporting, record keeping, data entry, and inventory control for all appropriate areas.
• Reviews and monitors outside vendor contracts for services and good provided.
• Keeps Director informed of any problems or needs.

Clinical Operations

• Oversees a dynamic timeshare clinic and phlebotomy that hosts ten specialty and sub-specialties that change/rotate periodically.
• Promotes a patient and provider-focused service model, monitors patient satisfaction indicators, such as wait times, rate of kept appointments, and patient experience survey results.
• Utilizing OPEx systems and methods, facilitates process improvement and quality assurance strategies. Investigates patient volume and flow, unkept and rescheduled appointments, and provider exam room utilization.
• Oversees daily clinic flow and resource use by frequently rounding clinic areas throughout the day. Work closely with providers and staff to improve efficiencies of clinic flow, including check-in, rooming, and check-out.
• Schedules MA staff to ensure appropriate and standardized staffing ratios; Monitors clinical competencies.
• Serve as model for customer service, including face-to-face communication with patients.
• Recommends and implements operational and facility changes as needed; Coordinate repairs to space and equipment; Maintains patient confidentiality, assuring that staff follow patient care requirements as applicable.

Human Resources Management

• Supervise timeshare medical assistants and building department purchasing agent staff in the building; recruitment, hiring, training and development, evaluation, and disciplining; Leads staff to develop a culture that fosters positive attitudes and trust to achieve goals and objectives through excellent teamwork. Promptly and effectively resolves work-related employee issues, concerns and deficiencies; Provides immediate feedback to staff regarding customer service, work habits, and other performance areas. Mentor, coach, and develop staff in the achievement of operational goals. Works to increase employee retention rates.
• Assess staff performance regularly through competency testing, rounding, soliciting feedback, GROW conversations, etc. Provides opportunities for staff development and advancement; Approve and audit employee leave; Monitor timekeeping and attendance.

Finance

• Assess space utilization at both Beaverton and Orenco clinics to make recommendations for improvement and optimization.
• Demonstrates fiscal accountability and effective use of resources: Manage, with guidance and support from the Director, applicable building expenses.
• Monitor resource needs, and purchase items needed to support productivity of staff and clinic; coordinate assessment, planning and purchase of technical equipment.
• Monitor equipment repair needs and purchase or authorize the purchase of repair services.
• Assess needs for additional furniture or equipment and purchase necessary items as needed. Ensure that expenses meet functional, policy and budgetary requirements.
• Prepares necessary documentation for supervisor review/approval; Assists in budgeting expenses associated with building operations.

Communication and Interpersonal Skills

• Fosters a positive work environment; treats co-workers, clients, vendors, members of the public, and management with courtesy and respect.
• Outstanding excellent internal and external customer service skills.
• Communicates with subordinates and team mates in a clear, concise, accurate, and timely manner; develops consistent, effective modes of communicating with clinic staff, including holding regular staff meetings. Accessible to staff by pager during working hours.

Job titles of employees supervised:  

3 Medical Assistants, 1 Department Purchasing Agents, 25-Float Positions

Required Qualifications:

• Bachelor's in a related field AND
• 5 years supervisory experience in a healthcare or clinical setting, or equivalent education and experience
• Job Related Knowledge, Skills and Abilities (Competencies):
• Ability to work with EPIC or similar electronic health record system
• Ability to work with Oracle or similar software system
• Timekeeping skills (e.g. Kronos)
• Knowledge of and ability to operate within the MS Office Suite (intermediate skill set)

Preferred Qualifications:

• MBA, MPA, MHA
• Clinical experience as EMT, MA, LPN etc.

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.