Kaiser Permanente

Compensation

Full Description

MEDICAL OFFICE SERVICES MANAGER II, AMBULATORY (PRIMARY CARE) - TACOMA WA POSITION HAS RESPONSIBILITY/OVERSIGHT OF BOTH PRIMARY CARE AND OVERALL BUILDING FUNCTIONS AT THIS LOCATION STRONG LEADERSHIP SKILLS WITH AN ABILITY TO BUILD A COLLABORATIVE CULTURE - HIGHLY PATIENT-EXPERIENCE MINDED ANTICIPATED TOTAL NUMBER OF DIRECT REPORTS TO APPROXIMATELY BE BETWEEN 2-15 AT THIS TIME - RN A PLUS, BUT NOT REQ'D! Job Summary: In addition to the responsibilities listed below, this role is also responsible for leading and managing larger care centers, a team of direct reports, and a department manager to oversee the logistical coordination, operational integration, and unique challenges associated with assigned medical offices; ensures efficient and effective delivery of healthcare services and compliance with regulatory standards; acting as the primary liaison between medical office teams and organizational leadership to align strategic goals; represents Kaiser Permanente (KP) by partnering with internal and external stakeholders to showcase the delivery model and drive collaboration across departments; collaborates with member experience and access teams to support regional projects and drive initiatives for operational and patient care improvements; ensuring operational readiness by overseeing schedules, patient workflows, and facility management; addressing highly complex operational challenges to drive service excellence and patient satisfaction; developing and implementing strategies to drive continuity in patient experience, ensuring resolution of member challenges and complaints and leading communications with matrixed teams to ensure seamless care navigation; overseeing strategies to ensure improvement of performance metrics related to patient access, quality, and financial targets; overseeing safety and emergency preparedness efforts, including compliance with workplace safety and emergency protocols; leads patient care-focused initiatives by overseeing performance metrics related to access, quality, and financial targets, with a strong emphasis on Consistent Disease State Management (CDSM) and other key quality measures; leading process improvement initiatives to optimize workflows, reduce waste, and enhance overall operational efficiency; and ensuring all members receiving care within the facility experience high-quality service and coordinated support. Collaborates with Nursing Clinical Practice to ensure assistants and staff provide the highest quality of care and are in compliance with the Nursing Practice Act, The Joint Commission, federal, state, and local requirements. Essential Responsibilities: Creates and advocates for developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; works with leaders and employees to set goals and provide open feedback and coaching to drive performance improvement. Pursues professional growth; hires, trains, and develops talent for growth opportunities; strategically evaluates talent for succession planning; sets performance management guidelines and expectations across teams / units. Oversees implementation, adapts, and stays up to date with organizational change, challenges, feedback, best practices, processes, and industry trends; shares best practices within and across teams. Fosters open dialogue amongst team members, engages, motivates, and promotes collaboration within and across teams; motivates teams to meet business objectives. Delegates tasks and decisions as appropriate; provides appropriate support, guidance and scope; encourages development and consideration of options in decision making; fosters access to stakeholders. Manages designated units or teams by translating business plans into tactical action items; oversees the completion of work assignments and identifies opportunities for improvement; ensures all policies and procedures are followed; partners with key stakeholders and business leaders to ensure products and/or services meet requirements and expectations while aligning with departmental strategies. Aligns team efforts; builds accountability for and measuring progress in achieving results; assumes responsibility for decision making; fosters direct reports to resolve escalated issues as appropriate. Communicates goals and objectives; incorporates resources, costs, and forecasts into team and unit plans; ensures matrixed resources are fulfilling service or performance requirements across reporting lines. Removes obstacles that impact performance; identifies and addresses improvement opportunities; guides performance and develops contingency plans accordingly; influences teams and units to operate in alignment with operational and business objectives. Manages ambulatory operations to support patient care by: providing additional oversight/span of control for, negotiating, and driving timelines for action item implementation and monitoring compliance to financial commitments; identifying, requesting, and implementing workflows and strategies to achieve performance targets and aligning with market strategies; developing and guiding short- and long-term operational initiatives and managing program, services, and/or systems; assuming accountability for human resource management related to performance measurement and employee management; leading continuous survey and compliance readiness activities, including mock rounds and mitigating issues, to maintain compliance and regulatory standards and developing procedures for preparing audit documentation, information, and reports; and contributing to the development, monitoring and control of departmental payroll and non-payroll budget and other aspects of financial management and cost control/reduction. Ensures standardized care delivery by: developing strategic partnerships with physicians and subject matter experts and service area leaders and overseeing highly complex workstreams with large program impact; leading the development and implementation of plans, policies, and processes for data gathering, using relevant data gathered, and analysis while ensuring guideline and regulation alignment; aligning patient care management solutions across departments and/or service lines; monitoring and/or managing resources as needed in clinical areas to ensure appropriate assignment and utilization; leading multidisciplinary ambulatory team(s) and holding team(s) accountable for performance; assisting the design of emergency preparedness programs and ensuring the departments emergency preparedness and recovery plans are current and that managers and staff are trained and know what is expected during and after an emergency; and leading project teams, initiatives and monitoring implementation, equitable distribution of resources, and delivery on objectives. Manages improvements to patient-centered operations and technology processes by: leading and implementing long-term strategic projects designed to remediate issues and improve quality, service, affordability, and/or operating efficiency; developing and managing a structured approach for identifying root causes and implementing solutions to improve the performance of operations system processes in response to barriers and/or issues; and ensuring performance metrics used to monitor the success of strategic improvement projects are tied to strategic organizational initiatives. Minimum Qualifications: Minimum four (4) years of experience in a leadership role with or without direct reports. Minimum three (3) years of customer or member/patient service experience. Bachelor's degree in a business, nursing, health care, or directly related field AND minimum five (5) years of experience in business operations, clinical health care, or a directly related field OR Minimum (8) years of experience in business operations, clinical health care, or a directly related field. Additional Requirements: Knowledge, Skills, and Abilities (KSAs): Issues and Crisis Management; Change Management; Business Process Improvement; Compliance Management; Confidentiality; Health Care Compliance; Maintain Files and Records; Financial Acumen; Human Resources Systems; Workforce Planning; Conflict Resolution; Stakeholder Management; Legal And Regulatory Requirements; Calendar Management; Microsoft Office; Health Care Quality Standards; Information Systems; Training