Job Opportunities

Supervisor, Ambulatory Care Access Management

Northwest Permanente (NWP) is seeking a Supervisor for Access Management to provide supervision and leadership for the day to day operations of the Ambulatory and Inpatient Provider and Staff Scheduling teams.

Job Post Date: 2017-09-14
Office: Airport Way Lab
City: Portland
State: Oregon


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 seeking a Supervisor for Access Management to provide supervision and leadership for the day-to-day operations of the Ambulatory and Inpatient Provider and Staff Scheduling teams.

Reports to the Access Manager. Works in collaboration with Health Plan Leadership, NWP Leadership, Business Reporting, and IT to analyze, review, and interpret Access data. Analytical support will maximize Access by managing the day-to-day schedules to ensure the correct balance between supply and demand. Provides planning and analytical support and reports to Ambulatory Provider and Staff Schedulers to build base schedules and maintain weekly/monthly/annual schedules.

Reviews all schedules for purpose of accuracy adherence of standards and delivering on Access targets. Full stream of supply/demand forecast to maximize utilization by appointment types. Manage the timekeeping reconciliation for payroll function. Manage the approval process for granting Time Off, Administration Time, and FTE changes. Understands and supports Regional and Local Team dynamics and interests in Access. Supervises Ambulatory Provider and Staff Schedulers.


  • Provides Supervision and leadership for the day to day operations of the Ambulatory and Inpatient Provider and Staff Scheduling teams. Oversees the scheduling process in multiple systems as it relates to the development, maintenance, coordination, and distribution of provider and staff schedules, and timekeeping functions. Provides decision support to Access Administration, Clinicians and Health Plan leaders for purposes of improving appointment and non-visit accessibility. Monitors work performance in collaboration with the Trainer / Quality Coach to ensure customer satisfaction, and accountable for staff performance. Motivates staff to meet all standards. Ensures timely activation of provider schedules and updates are made in the appropriate systems. Makes sure that all standards and timelines are met. Manages the maintenance of timekeeping functions and identification of problems in the system with provider and staff timekeeping processes. Ensures that Inpatient and ambulatory schedules are appropriate and distributed. Monitors equitable rotations are given and appropriate adjustments are made. Works with Access Manager in the recruitment, hiring, training, discipline, counseling and evaluation of staff. When needed, works with Union Representatives, Shop Stewards to resolve contract issues; disciplinary action resolution; and resolution of employee grievances. Works with the Regional Access Analyst, to develop and interpret accurate and useful data as it relates to regional appointment access; uses data to establish individual, team and department performance standards to share with NW Perm and Health Plan leadership.
  • Focuses on areas requiring improvement, training, retraining; areas of excellence to be emulated; methods, procedures and programs to increase internal satisfaction with access performance goals. Works with Access Manager, NW Perm and Health Plan Leadership to address provider and staff concerns; develop plans and communications to reach resolutions.
  • Establish ongoing communication channels with internal customers (Health Plan managers, clinicians, and other KP departments) to continuously improve process and member experience. Recommend, review and administer service level agreements to internal customers for appropriate scope of work for Scheduling staff. Represent and act as a champion for the Access Department and the voice of the member in meetings and work groups. Work in combination with leadership teams to assure consistent management practices, staff training and processes.
  • Integrate and coordinate the management of Access teams along with best business practices. Maintain productive and collaborative working relationships with clinicians, managers, union stewards and other departments. Develop and lead implementation of regional policies and processes relative to patient Access. Participation in Regional Committees and Projects.
  • Ensure that customers receive appropriate, responsive business services from staff through developing and implementing essential policies and procedures. Conducts audits of staff performance related to Access procedures.
  • Design programs and strategies to achieve Access target and goals, as well as customer satisfaction with services provided by Access staff in accordance with established divisional, departmental, and professional standards. Create a strong customer orientation and service culture. Assure successful implementation of regional initiatives and departmental programs within areas of responsibility.
  • Comply with monthly rounding, thank you notes, and regular performance discussions to support staff to provide service excellence in their positions.
  • Manages department resources with budgeted allocations. Participate in special projects and assignments as requested.
  • Provides technical support as well as consultation and coordination to other analysts and consultants responsible for gathering, analyzing, preparing recommendations for access issues. Works to improve data quality processes and report design to meet diverse and changing needs for management reporting. Develops alternative techniques for gathering a variety of data that is not available from established sources. Continual assessment of reporting functionality to ensure ongoing improvements in accuracy of reports tied to access of the Region. Coordinates, develops and implements changes to reports as needs are identified in the changing environments. Partners with Business Reporting to ensure generally accepted reporting used in analysis of data. Working independently with managers, providers and staff to assess data sources for establishing necessary databases by leading workgroups or using one-on-one interviews. Design and implement measurement systems to monitor, assess and report Access performance primarily from the perspective of its customers.
  • Participate on Regional committees related to Access. Plans and facilitates meetings; makes presentations as required to various levels of management and clinicians. Serves as lead "access" expert on various project teams. Presentation skills (oral presentation, written deliverables, formal facilitation). Structures, creates, and presents formal client communications which are clear, succinct, and compelling.


  • Bachelor's degree with emphasis in health care, human resources, business administration or related fields OR four (4) years of experience in a directly related.
  • High School Diploma or General Education Development (GED) required.
  • Minimum two (2) years of clinician and/or staff scheduling.
  • Minimum two (2) years of Lead, Supervisory or Managerial experience or combination to total four (4) years.


  • Minimum one (1) year of experience of successfully achieving performance and financial goals while working in a dynamic work environment with changing priorities.
  • Minimum one (1) year of experience managing 10 or more direct reports.
  • Experience presenting recommendations and analyses.
  • Cadence Certification.
  • Proven flexibility and ability to grow into new responsibilities
  • Clinician and Staff Scheduling
  • Working knowledge of Health Connect, Rounding Manager and other preferred systems.
  • Working knowledge of Kaiser Permanente policies and procedures, project planning and management.
  • Proven project management skills.