Kaiser Permanente Urgent Care Department Manager - Interstate Medical Offices in Portland, Oregon
Utilizing demonstrated business operational / management experience and/or preparatory experience through the Assistant Department Administrator (ADA) role, the ADA is the first level of the key management track for ambulatory care medical offices. Complementing roles that provide clinical oversight (e.g. RN ADA), the ADA is accountable for coordinating all back office clinical functions including the implementation of regionally consistent practices, processes, and protocols within a clinical department to achieve excellence in quality of care, service, access, resource utilization, employee/physician satisfaction and workplace safety. The ADA is accountable for the implementation of regionally consistent practices and processes within a clinical department to ensure a consistent care experience for our members. The ADA works very closely with physician partners and the Department Administrator (DA) in fulfilling the job accountabilities.
Coordination of Back Office Clinical Operations: Supervises and coordinates all back office activities necessary to provide excellent patient focused care. Acts as a liaison between the physician partners, care team, support departments to ensure effective communication for overall patient care services, including regional communication cascade to frontline staff. Selects, coaches, develops and performance manages staff and affiliated clinicians in collaboration with physician partners and in compliance with requirements of EEO/AA goals, union contracts, and personnel policies of the organization. Collaborates with nursing leadership team and regional nursing services to ensure that quality and patient safety assurance processes are conducted, trends identified and remediation strategies implemented. Provides daily oversight over multi-disciplinary teams to ensure effective teamwork and adherence to standard workflows and processes. Collaborates to develop recommendations, implement, and evaluate improved processes and systems within multi-disciplinary care teams and across the continuum of care. Collaborates with physician partners and nursing leaders to ensure accreditation requirements met. Supports activities to develop, implement and sustain competency and standard workflows for support staff and clinicians. Works collaboratively with other supervisors/managers in the medical office building to provide highly coordinated care for patients. Ensures adoption through training and reinforcement of procedures designed to impact quality measures as appropriate, i.e., HEDIS and Department-specific quality and continuous improvement goals. Ensure back-office practices are in compliance with all Revenue Cycle requirements. Acts as a patient advocate when necessary. Prepares assigned team(s) for all KPHC upgrades and enhancements in partnership with the KPHC team. Co-leads unit based teams (UBTs). Ensures the UBTs continuously focus on identifying and implementing ways to meet/exceed quality, safety, and service targets and implement regional initiatives. Monitors and controls expenditures, overtime, and staffing levels. Maintains current information and collaborates with regional nursing service or RN ADA partner to ensure that clinical activities and training incorporate all applicable KP policies, local, state, and federal laws and regulations and accreditation standards. Ensures health care team compliance with related Patient Safety, EH&S regulations, training requirements and regional emergency preparedness expectations. Researches and resolves customer complaints. Accountable for consistently demonstrating service behaviors and principles defined by the KPNW Quality of Service Behavior Standards the KP Mission and any specific department/organizational initiatives.
Support regional projects and committees.
Minimum three (3) years of experience planning, directing, and coordinating the operations in an non-healthcare organization OR minimum two (2) years of experience planning, directing, and coordinating services and operations in a healthcare organization OR one (1) year as an ADA I.
Minimum three (3) years of proven people management/ supervisory experience - OR - one (1) year as an ADA I.
Master's degree in a business or health care related field OR a bachelor's degree AND two (2) years of experience in a directly related field OR an associate's degree AND four (4) years of experience in a directly related field OR six (6) years of experience in a directly related field
High School Diploma or General Education Development (GED) required.
License, Certification, Registration
Ability to lead in a culturally diverse environment and promote culturally competent care.
Ability to communicate effectively in written and spoken English.
Ability to analyze, integrate and use quantitative data informed decisions about quality improvement and collaborating with clinical staff, back office staff, and team to achieve expected outcomes.
Ability to attend to details, prioritize and complete multiple tasks independently in a fast-paced environment and following agreed upon timeline.
Demonstrated understanding of clinical and operational processes; staff licensure/certification, clinical competency requirements and scope of practice concepts.
Excellence in customer service, service recovery and complaint resolution skills.
Must be able to work in a Labor/Management Partnership environment.
Business management experience in health care setting.
Supervisory experience in a unionized health care setting.
Ambulatory health care experience.
Ability to lead and implement change management and process improvement activities.
Ability to understand and utilize data to improve performance.
Ability to apply process improvement and project management principles.
Ability to performance manage, coach, and develop staff.
Ability to establish partnerships with physician group, organized labor representatives and peers in order to create a culture of commitment to patient focused service, excellent support of physician and nursing practices, innovation, compliance and integrity.
Master's degree in healthcare, public or business administration, or related field.
TITLE: Urgent Care Department Manager - Interstate Medical Offices
LOCATION: Portland, Oregon
External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.