Job Opportunities

Program Manager: Ambulatory Care-Access Management

Northwest Permanente (NWP) is a self-governed (physician led), multi-specialty group of over 1,500 physicians, surgeons, and clinicians, caring for over 570,000 members in OR and Southwest WA. NWP is seeking a Program Manager to provide leadership, oversight, and facilitation of access management systems workflows and enhancements in Ambulatory Care, 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 opportunities across Ambulatory Care. Key focus areas are access management and KPHC related builds/workflows.

Job Post Date: 2017-09-29
Office: Process Center
City: Clackamas
State: Oregon

Description:

Kaiser Permanente is committed to helping shape the future of health care. As the largest integrated care delivery organization in the United States, Kaiser Permanente is recognized as one of America’s leading health care providers and nonprofit health plans. Founded in 1945, our mission is to provide high-quality, affordable health care services and to improve the health of our members and the communities we serve.

Kaiser Permanente Northwest (KPNW)— made up of over 11,000 employees, more than 1,300 physicians and 150 dentists — provides and arranges medical care exclusively for health plan members. In the Portland-Vancouver area, Kaiser Permanente operates 36 medical offices and two hospitals. Today, the Northwest Region serves more than 576,000 medical and 244,000 dental members whose care is largely provided by Northwest Permanente, P.C. (NWP) and Permanente Dental Associates (PDA).

Northwest Permanente (NWP) is a self-governed (physician led), multi-specialty group of over 1,500 physicians, surgeons, and clinicians, caring for over 570,000 members in OR and Southwest WA. NWP is seeking a Program Manager to provide leadership, oversight, and facilitation of access management systems workflows and enhancements in Ambulatory Care, 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 opportunities across Ambulatory Care. Key focus areas are access management and KPHC related builds/workflows.

MAJOR RESPONSIBILITIES

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 appointing 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 within the appointment center
  • Engage specialty care 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 multi-functional 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 learning's from training courses without being prompted
  • Manages training activities related to the system changes and other initiatives for Access Management in Ambulatory Care
  • 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 tool sets (especially those of Six Sigma and Lean), and technical expertise, such as statistical process control and flow, pull and data analysis

MINIMUM EDUCATION & QUALIFICATIONS

  • Master’s degree in Health care administration, business administration, or related equivalent
  • Three years of managerial/leadership experience including coaching and skill development of team members.
  • Three years of combined experience in process improvement and managing complex projects
  • Epic Cadence certification or need to obtained within 18 months of hire
  • 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 & 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