This position is responsible for balancing the needs of our members (high quality, service focused care), our physicians (acquisition and retention), our health plan partners (negotiation of support staff and space) and our business (affordable care through the efficient stewardship of resources) for the Convenient Care/Unpaneled Services team within Primary Care. This position, in partnership with Senior Project Drivers, is responsible for oversight of annual planning, project implementation, daily operations and performance management for (1) Care Essentials and other convenient care pilots (2) Cross Coverage and Unpaneled Care (3) Telehealth services which currently include Get Care Now (a 24/7 virtual urgent care service) and E-Visits. This position requires high level systems thinking to ensure the close integration across the rest of Primary Care as well as key external departments such as Telehealth and Urgent Care.
Join our medical group
Northwest Permanente is a self-governed (physician-led), multi-specialty group of 1,500 physicians, surgeons, and clinicians, caring for 630,000 members in Oregon and Southwest Washington. Kaiser Permanente is one of the nation's pre-eminent health care systems, a benchmark for comprehensive, integrated, value-based, and high-quality care.
Major Responsibilities / Essential Functions
Responsible for the day-to-day operations by facilitating the development, implementation and monitoring of service, quality and utilization standards; continually evaluating and improving the delivery of service by initiating and promoting best practice models, and monitoring individual and team performance levels to identify areas where improvements are needed or where high performance should be acknowledged.
Collaboratively ensures the department is a proactive leader in the industry through internal and external monitoring and benchmarking and constant updating of business strategies to reflect current and anticipated market conditions.
Works in partnership with other KP and hospital departments to develop department benchmarks and track against benchmarks. Understands and executes on area strategy and operational needs, including gaining expertise on external market and factors in the area. Manages physician and AC professional services in partnership with the Chiefs and/or Physicians in Charge (PICs). This includes:
Oversight of clinician resources within portfolio.
Monitor Follow up with individual clinicians and/or teams to coach them on how to improve performance.
Train/mentor new NWP, Health Plan and labor leaders related to leadership and operational goals, objectives, tools, and systems.
Serves as key liaison and collaborates with Health Plan and Program-wide Constituencies. Represents NWP Operations in negotiations with OFN-Professional Union.
Provide strategic analysis and business planning support to evaluate opportunities to reduce costs, improve member service, and improve quality of work life.
Analyze and create systems to match appointment supply with demand and to create close collaboration with Regional Appointment Center to support clinic operational needs. Foster innovation in creating non-visit options for meeting member needs.
Develops and implements appropriate reporting tools and training / communication activities within and outside the department through leadership and ensuring success of business strategies.
Prepares special and recurring reports and analyses, internalization studies, business case development.
Benchmark with other Regions and competitors to identify potential best practices to emulate in our Region.
Lead rapid organizational change due to Health Connect, benefit changes, changing organization structure, growing membership, increasing emphasis on member service, and other issues impacting operations and our physicians and ACs.
Interface between PC and Specialty & ancillary departments, identifying specific work to be done and resources needed to realize opportunities for improvements in efficiency, care experience, and work life.
Accountable for project management, coordination, and/or facilitation for designated strategic and operational initiatives.
Plans and executes department based budgeting and identifies priorities to best manage both internal and external costs. Monitors department finances that contribute to the overall value metrics. Partners with departments on both internal and external financial indicators and develops processes to ensure total capture.
Partners with departments on both internal and external financial indicators and develops processes to ensure total capture.
Optimize use of available information and expertise to support effective decision-making by KPNW's senior leaders.
Contributes to effective and accurate communications, operations, and planning by conducting studies and reporting findings, participating and presenting in special committees and/or projects.
Directly and with Sr Practice Directors, develops and administers appropriate policies, standards, practices and procedures.
Master's degree in a Business Administration, Health Care Administration or related field OR a bachelor's degree AND six (6) years of experience in a directly related field
Minimum Work Experience
Three (3) years of experience managing business, healthcare administration, financial analysis, or another related field.
Three (3) years of experience in financial management, budget development, program development, quality improvement and project management.
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.
Master's degree in healthcare, public or business administration, or related field
Preferred Work Experience and Qualifications
Business management experience in 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 manage performance, coach, and develop staff.
Ability to establish partnerships with physician group, organized labor representatives and peers to create a culture of commitment to patient focused service, excellent support of physician and nursing practices, innovation, compliance and integrity.
Ability to clearly and effectively communicate, verbally and in written format.
Equal opportunity employer
At Northwest Permanente, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Northwest Permanente believes that equity, inclusion, and diversity among our employees are critical to our success, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.
Physician Opportunities in Oregon & Southwest Washington. For more information please visit https://nwpermanente.com/jobs/About Us - Northwest Permanente is the Northwest’s largest physician-led, self-governed multispecialty group. We have opportunities available across the region in Portland, Salem, Oregon, and Longview, Washington. Northwest Permanente physicians practice medicine with a purpose that provides unparalleled opportunities for a meaningful and rewarding career in medicine.