Career Center

Department Overview

The Department of Urology at OHSU provides care and treatment for all urologic conditions by nationally recognized physicians, each of whom has additional fellowship training in their respective field of expertise. We offer comprehensive treatment programs for everything from urologic cancers to kidney stones to medical services for male fertility. Subspecialties include:

• Transgender Health Program
• Kidney Stones and Endoscopic Surgery
• Urologic Cancer
• Men's Health
• Female Pelvic and Reconstructive Surgery
• Robotic & Laparoscopic Surgery
• Reconstructive Urology
• Pediatric Urology

This Practice Manager 2 position oversees two Adult Urology clinics at OHSU Waterfront and at Adventist Health Portland (AHPL) campus in SE Portland and surgery coordination for OHSU and AHPL. It has 35+ direct and indirect reports including two clinical operations supervisors. The role supports 26 active clinical providers. Clinical volume is over 17,000 visits and over 2,000 OR cases annually and growing.

The position has a unique opportunity to oversee a growing clinical department that is expanding services to AHPL (including building a new clinic) and embarking on transformational journeys in OHSU Health.

The Department is devoted to a cultivating a care environment inclusive of all cultures, languages, socioeconomic backgrounds, racial and ethnic backgrounds, disabilities, religions, gender identities and expressions, sexual orientations, medical training (osteopathic and allopathic) and other areas in a manner that promotes diversity in our urologic leaders.

https://www.ohsu.edu/urology

Function/Duties of Position

Operations Management

• Demonstrates accountability and oversight for day-to-day operations with the clinical operations supervisors.
• Provides timely and appropriate resolution to patient, customer, physician, personnel, vendor, and organizational concerns.
• Manages workflow, performance, and overall practice operations achieving expert care, superb service, and maximum physician/staff productivity.
• Develops and maintains an open and effective line of communication with managers, providers, clinic staff and departments that work in conjunction with the Department of Urology.
• Supports and improves patient access and patient satisfaction utilizing OHSU Performance Excellence and lean approaches. Listens to, and resolves, customer/patient complaints.
• Develops new and innovative approaches to the clinical processes and confirming standard work for clinic processes and operations.
• Collaborates with Department Administrator for overall department operation.
• Works in conjunction with leadership to develop strategic and outreach initiatives for growth of the Department of Urology. Works with Department Administrator and Chair on new developments at OHSU Partners locations, including Hillsboro Medical Center and Adventist Health.
• Monitors and ensures budgetary compliance to the approved budget including reporting on variations and problem solving for budgetary concerns. Supports each fiscal year development of the new budget and submissions for the clinic.
• Reports to the Department Administrator and Chair regularly on agreed clinical metrics and budget. Utilizes associate benchmarks for monitoring production and report on variances and other reporting as requested or required by management, OHSU, and OHSU Practice Plan.

Process Improvement Facilitation/Project Management

• Serves as the Department of Urology liaison with the OPEx team, the Ambulatory Leadership Strategy Team, and the OHSU Practice Plan.
• Develops, plans and executes programs and trainings related to room utilization, flow, and allocation utilizing OPEx approaches.
• Attends and participates in professional meetings and committees to stay current with new trends and innovations around the patient experience, service and quality health-care outcomes.
• Takes responsibility for safety issues that apply to the clinic environment and report accidents in the PSI system on a timely basis.
• Manages and facilitates daily DMS Huddle and weekly Performance Improvement Rounds and other performance improvement project meetings.
• Works collaboratively as part of the ambulatory care team on assigned projects and initiatives across other areas of the institution.
• Designs, leads and facilitates practice improvement initiatives and events utilizing OHSU Performance Excellence tools including, but not limited to:
  • Space Utilization
  • Staffing levels and roles
  • Operations and patient flow
  • Employee (staff and provider) engagement
  • Patient experience
  • Cost reduction and resource utilization/optimization
  • Patient and employee safety, and regulatory regulation adherence
• Facilitates discussions with leaders at all levels of the organization around improving and sustaining the ambulatory experience for patients, staff and providers.
• Identifies and addresses behavioral, operational, and cultural barriers to change.
• Provides clear, consistent articulation of the patient and provider value streams and ambulatory goals across the organization.

Human Resources/Education/Training

• Provides leadership, education, guidance, and professional development to personnel. This includes:
• Conducting regular 1:1 meetings with all direct reports.
• Leading and overseeing employee engagement and training.
• Overseeing training and education material for Nursing, PSS, MA and PAS staff.
• Reviewing and updating clinic protocols with Clinic Supervisor, Department Administrator, Chair, and faculty
• Directs recruitment, interviewing, hiring, orientation, training, and performance review of clinical support team, including MAs, LPNs, and PAS-R, and PAS staff.
• Oversees timely and effective documentation of employee job performance and communicates disciplinary actions. Addresses and coordinates staff training needs by developing standards and ensuring basic competencies for all staff. Identifies potential problem areas, develops a system for objectively monitoring performance, and creatively seeks solutions to foster quality improvement.
• Continuously optimizes staff roles and responsibilities to meet performance goals.
• Develops and implements OPEx, employee engagement, and cultural diversity trainings and activities for department staff and faculty.
• Remains current in new trends and innovations for improving the ambulatory environment.
• Shares and promotes successful improvement tactics and practices.

Equipment & Regulation

• Oversees physical environment and equipment for effective operations. Anticipates and facilitates needs for repair, renovations, replacement, new purchases or modifications of work environment and equipment for the effective provision of services.
• Ensures work practices meet health, fire, safety, and regulatory requirements and compliance with Joint Commission and HIPAA standards.

Required Qualifications

• Bachelor's degree in Health Care Administration, business or other field or equivalent education.
• At least three years of supervisory experience in an academic medical center setting or equivalent experience.
• Administration or oversight of an on-going project or program.
• Project Management, Lean Six Sigma, or performance improvement experience.
• Customer service experience or patient centered care experience.
• Experience with data reporting and quantitative and qualitative analysis.
• Must demonstrate outstanding verbal and written communication, customer-focus and problem solving skills. Pleasant, outgoing demeanor, with excellent judgment.
• Evidence of detail oriented work and superb organizational skills.
• Ability to work as a team member at a high level in a large organization.
• Proficient in Microsoft Office Suite.

Preferred Qualifications

• Master's degree along with BS/BA in health science field preferred but not required.
• Previous OHSU health care experience or health care experience in a patient-centered care environment.

• Previous supervisor experience in a Surgery Clinic environment.
• OHSU OPEX/Lean Initiatives.
• Academic Medical group experience.
• Experience with EPIC or other patient information software.
• Experience with patient experience programs and surveys, access initiatives, data warehouses.
• Lean Six-Sigma Green/Black Belt or other PI certification.
• Project Management Professional (PMP Certification).

Additional Details

Physical Demands & Equipment Usage

Extensive Computer Use. Standing/sitting numerous hours a day; numerous hours of computer use; ability to assist with patient transportation. Must be able to traverse across campus to other locations on Marquam Hill and the South Waterfront Campus.

All are welcome