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Director, Medical Office (RN Preferred)

Portland , OR, USA | Kaiser Permanente

  • Industry:
    Healthcare - Hospitals
  • Position Type:
  • Functions:
    Operations / Production
  • Experience:
    7-10 years
Job Description:
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Serves as the strategic, operational and administrative leader for an assigned medical clinic. Responsible for overall medical clinic operations and business functions and, as assigned, may also serve as manager for other regional initiatives. Leads through department managers, working closely with providers and managers to assure the implementation of regionally consistent practices, processes, and protocols to achieve excellence in quality of care, service, access, resource utilization, employee/physician satisfaction and workplace safety. Assures alignment of medical clinic goals with the organization's strategic initiatives and business plans. The Medical Clinic Director reports to the Senior Administrator and is distinguished by responsibility for an assigned medical center(s) leading an interdisciplinary team, which typically includes primary and specialty care and ancillary services; supervisory responsibility with both direct and indirect reports through subordinate managers; clinic fiscal management; and quality assurance, affordability and patient engagement responsibilities. Partners with Dental Office Managers for facilities and safety-related issues for medical/dental integrated clinics. Oversight of nursing professional practice standards, KP standards of care and clinical competency of staff are managed by a dotted-line reporting relationship to RN-licensed administrators. For RN licensed, includes accountability of nursing professional practice standards, KP standards of care and clinical competency of staff in accordance with licensure and regulatory requirements; may also perform patient care to the extent necessary to maintain clinical expertise and competency to fulfill job responsibilities.

Essential Responsibilities:

Accountable for role modeling principles defined by the Care Experience Standards, the KP Mission and any specific department/organizational initiatives.

Ensures operational and performance standards are met for assigned teams. Plans, develops, implements, and evaluates department strategies, programs, and policies in partnership with senior leadership by implementing short- and long-range department goals, programs, and policies; supporting business initiatives and strategies; ensuring consistent program interpretation and application; establishing and sustaining strategic relationships with key stakeholders; ensuring service level agreements are met; and analyzing and reporting on successes against metrics.

Provides leadership through direct and indirect reports to assure member focused high quality, accessible, cost effective care, including interviews, selection, orientation, scheduling, evaluation, coaching, rewards/recognition, discipline, and staff accountabilities. Pursues professional growth and provides developmental opportunities for others by soliciting and acting on performance feedback; building collaborative, cross-functional relationships; training and developing talent for growth opportunities; delegating tasks and decisions; fostering open dialogue amongst team members; executing performance management guidelines and expectations; and working closely with employees to set goals and provide open feedback and coaching to drive performance improvement.

Responsible for clinic operations to achieve business and organizational strategic objectives. Develops and implements business plans into tactical action items; ensuring all policies and procedures are followed; delegating tasks to meet goals and objectives; overseeing the completion of work assignments; aligning team efforts; building accountability for and measuring progress in achieving results; identifying and addressing improvement opportunities; removing obstacles that impact performance; and guiding performance and developing contingency plans accordingly.

Manages the overall clinic budgets ensuring spending within the budget allocation; monitors and controls expenditures and provides input and direction to the budget planning process demonstrating comprehensive financial acumen.

Oversees clinic building, offices and equipment. Responsible for coordination and management of facilities issues onsite with internal and external vendors.

Serves as the primary Health Plan partner for the Clinician-In-Charge of assigned clinic.

Collaborates to develop recommendations, implement, and evaluate improved processes and systems within multi-disciplinary care teams and across the continuum of care. Addresses patient complaints/concerns and researches and resolves; acts as patient advocate when necessary.

Contributes toward the overall development of programs and services to provide for the needs of members, physicians and staff.

Initiates and leads community relations activities to enhance the image and reputation of the organization in local customer service areas; may serve as operational lead and/or representative on various national, regional and local committees and attend events as appropriate.

Basic Qualifications:


Minimum five (5) years of supervisory and management experience

Minimum two (2) years of experience managing operational or project budgets

Minimum two (2) years of healthcare related experience


Bachelor's degree or higher in healthcare, business administration, public administration or related field

License, Certification, Registration


Additional Requirements:

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 lead in a culturally diverse environment and promote culturally competent care

Excellent interpersonal and written communication skills, including mediation and public speaking skills with the ability to communicate effectively in written and spoken English

Ability to attend to details, prioritize and complete multiple tasks independently in a fast-paced environment and following agreed upon timeline

Excellence in customer service, service recovery and complaint resolution skills

Strong organizational, communication, human resource and interpersonal skills, with a team-based approach to leadership

Project management and problem-solving skills with the ability to anticipate needs and make decisions

Knowledge of trends and policies in healthcare

Skills in building collaboration and sustaining productive and respectful working relationships, both internally and externally

Computer proficiency (preferably in Microsoft Windows environment) to effectively communicate, gather data and generate reports

Preferred Qualifications:

Minimum seven (7) years of supervisory and management experience

Outpatient care setting experience

Leadership experience in a complex, multi-faceted healthcare setting working with a large physician group practice; preferably in a unionized healthcare setting

Demonstrated understanding of clinical and operational processes, staff licensure/certification, clinical competency requirements and scope of practice concepts

Ability to performance manage, coach, and develop staff

Ability to lead and implement change management and process improvement activities

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, safety, and integrity

Master's degree in healthcare, business administration, public administration or related field; nursing or healthcare degree preferred

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