Program Manager, Ambulatory Care-Systems and Scheduling Administration
Northwest Permanente, Kaiser Permanente Northwest
Location: Portland Metro Area, Oregon
Internal Number: 8065
Northwest Permanente, P.C., is a self-governed, physician-led, multispecialty group of over 1,500 physicians, surgeons, and clinicians, caring for over 600,000 members in Oregon and Southwest Washington. Kaiser Permanente is one of the nation's preeminent health care systems, a benchmark for comprehensive, integrated, and high-quality care.
Provides leadership, oversight, and facilitation of scheduling systems workflows and enhancements, thereby supporting KPNW in achieving its performance targets. Provides support for systems changes and other activities associated with establishing and sustaining a robust process improvement culture including the development and implementation of standard processes, documentation, workflows, procedures, and performance improvement. Key focus areas are KPHC and other scheduling systems related builds/workflows, consultations, and providing expertise to create efficiencies. This role is an active member of the Systems and Scheduling administration management team.
Major Responsibilities/Essential Functions
Drive for Business Value
Develop and maintain both systematic and business process flows for care delivery, and ensure that assigned tasks and responsibilities are accomplished in a timely manner.
Plan, organize and control multiple responsibilities and resources to achieve project objectives as they relate to the construction and augmentation of the scheduling process.
Recognize and anticipate scope issues and establish communications with internal customers (clinicians, managers and labor partners) to continually improve process.
Manages initiatives with limited oversight, using standard project management methodologies. Establishes processes and creates effective project management tools to help guide process improvement efforts and to achieve desired outcomes. Scopes organizational and process components and develops appropriate approach.
Leads project teams through complex initiatives. Identifies issues and works to facilitate resolution.
Anticipate issues as they relate to appropriate responsive service delivery to the member; assess alternatives. Take appropriate measures to resolve in a professional, tactful manner.
Ensure regional compliance standards and departmental protocols and procedures are met. Maintain process standardization and correct level loading of resources to ensure maximum value is achieved.
Apply Analytical/Critical Thinking
Identify operational and strategic implications in structuring work and results.
Make difficult ideas and concepts easy-to-understand (e.g. using diagrams, analogies, etc.).
Generate new perspectives, frameworks or innovations that enable problem resolution.
Direct and execute creative analytic approaches in identifying process improvement strategies and initiatives in the day to day delivery of all services and activities in partnership with the appointing center.
Engage operational experts and voice of the customer in problem-solving.
Develop modifications or innovations to address limitations of existing approaches to a problem and / or situation.
Base all recommendations and decisions on fact-based analysis.
Translate client expectations, including member feedback and incorporate into practical, project objectives, which aim to provide integrated total solutions.
Develop innovative analytic approaches which address multifunctional client needs and diverse or complex situations. Structure analysis approach for others.
Demonstrate Execution Excellence
Consider the impact or effect process changes have within the system and ensure appropriate measures are implemented to increase overall value and efficiency.
Drive measurable improvements in customer, productivity and process flow.
Ensure deliverables meet business objectives, design specifications and quality standards.
Build follow-up mechanism / maintenance plan into all process changes to ensure that implemented modifications will be sustainable.
Identify barriers to all process improvement efforts.
Accept and manage ambiguity / complexity in initiatives, and effectively guide teams in dealing with change barriers and project constraints.
Manage Stakeholder Relationships
Develop strong working relationships with all levels to sustain a continuous improvement culture
Connect with member and staff in a caring, respectful manner
Communicate complex information to team members and client, accurately and effectively.
Influence client decisions through written and verbal communications.
Contribute value-adding information and insights.
Use best practices to meet client needs.
Stimulate strategic thinking by clients.
Manage complex client relations, guiding sponsors, clients and stakeholders towards project priorities that incorporate root cause analysis and correction.
Maximize Team Performance
Successfully build, direct and maintain motivated, empowered and diverse teams.
Actively forms Partnerships with Union designated Shop Stewards and other Union representatives; seeks to integrate Union selected staff into relevant decision making processes.
Effectively lead large project teams through the implementation of process transitions from current state to planned future state.
Create a team environment and manages potential conflict. Proactively identifies potentially difficult situations and manages them before they become issues.
Track and report progress on improvement initiatives that are aligned to business needs
Enable team members to develop realistic goals and define methods to support their achievement.
Conduct effective process audits and perform constructive evaluations within an appropriate time frame.
Establish a mentoring environment.
Manage problems and issues among staff.
Provide consistent recognition and encouragement to personnel, actively supporting efforts to increase retention and utilization.
Participate in the development of team members through the teaching of techniques and problem solving approaches.
Exhibit and enable behaviors which create a learning/sharing culture. Organize key tools for process improvement efforts, lessons learned, and best practices, consistently shares top learnings from training courses without being prompted.
Manages training activities related to the system changes and other initiatives.
Analyze the training needs of the organization and identify relevant training material / courses to address these needs. Provides expert advice to process improvement teams regarding team dynamics, change management, process re-design strategies, performance improvement toolsets (especially those of Six Sigma and Lean), and technical expertise, such as statistical process control and flow, pull and data analysis.
Bachelor's degree in business administration, health care administration, or equivalent experience in business or healthcare
Master's degree in Health care administration, business administration, or related equivalent
Minimum Work Experience and Qualifications
3 years of managerial/leadership experience including coaching and skill development of team members.
3 years of combined experience in process improvement and managing complex projects.
Demonstrated ability to:
Coordinate large interdisciplinary team members on complex, system wide projects.
Manage multiple strategic projects to achieve expected outcomes, on time, within budget.
Facilitate teams or groups of key stakeholders from all levels and segments of the organization, build teams, and resolve conflict.
Influence strategic change in an organization.
Develop and execute fact-based, data-driven methodologies to help specialty care achieve its goals.
Conduct, interpret and present quantitative/qualitative analysis.
Determine the key business issues and develop appropriate action plans from multi-disciplinary perspectives.
Strong interpersonal and communication skills (1:1, peer, multi-disciplinary group, presentations, written).
Use some judgment to review recommendations to organizational problems and determine course of action.
Preferred Work Experience and Qualifications
5 years of experience in leading complex task groups.
Epic Cadence certification or obtained within 18 months of hire.
5 years of experience in project/program planning and administration.
3 years of experience in supervision.
Experience in using process improvement tools including, but not limited to: Value stream mapping, DMAIC, Kaizen events/workshops, standardized work
Strong proficiency in the use of current software, including spreadsheets, process mapping tools, project workplan tools, charts and graphs, and basic Microsoft applications.
Intermediate to advanced knowledge of analytic techniques pertinent to planning, finance, management engineering and medical economics.
Basic understanding of advanced analytic techniques such as dynamic modeling/simulation advanced operations research techniques.
Ability to design and deliver formal training programs to staff and customers on advanced and analytical tools and techniques.
Working knowledge of state and federal employment laws and regulations
General knowledge of labor contracts and benefit programs
Required Licensure, Certification, Registration or Designation
Epic Cadence certification or need to obtained within 18 months of hire
At Northwest Permanente, P.C., 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, P.C. believes that diversity, inclusion, and equity among our employees is 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.