Manager, Medical Center (DC, Capitol Hill)

    Kaiser Permanente
    Washington, DC 20002

    Job Description


    In alignment with the Physician Site Lead and Service Area Vice President,the Medical Center Manager is responsible for the delivery of health care services in their assigned medical center or medium MOB of 35-200 FTEs and/or has expanded services in the building, i.e. Urgent Care or Call Center or large MOB of >200 FTEs. Acts as the strategic, operational, and administrative leader for all staff within a single medical center. Leads service strategy amongst an interdisciplinary team to assure the alignment and integration of services within the medical center. Provides, articulates, and integrates a vision that aligns with the annual Operating and Strategic Plans, as well as, the organizations mission, vision and values. Through partnership with other leaders, builds overall culture of the MOB, ensures that staff provide high quality, accessible, cost effective care and patient focused services to members across the continuum which comply with local, state and federal requirements and build staff development through clinical and leadership competencies. Ensures seamless day-to-day operations of a facility (primary, specialty and ancillary) through constant rounding, effective interdepartmental workflows, and just-in-time operational solutioning.

    Essential Responsibilities:
  • Operational Excellence - Clinical Care Operations:
  • As the Health Plan Partner with the Physician Site lead accountable for ensuring Health Plan staff are functioning at an optimal level. Coordinates with other clinical leaders to enhance the overall patient experience. Directs and coordinates multidisciplinary care in the integrated care delivery service models. Participates in interdepartmental, service area and regional meetings, committees, and task force groups to develop and operationalize programs and processes to achieve strategic objectives.
  • Plans, organizes and directs the work of the departments to ensure safe, high quality patient care and continuity of access. Manages the daily building operations, including but not limited to, schedules, phone access, and patient workflows.
  • Conducts daily building huddles and continuous rounds of all departments to ensure ongoing operational readiness; Act as liaison between departments and creates collaboration between departments and appropriate workflows and handoffs; collects and addresses issues and concerns that could impact daily operations. Engages directly with front line staff to flex and adjust to meet emerging issues real time (e.g. long lines).
  • Assures performance targets are set and met by using effective tools that measure progress, identify countermeasures, making the achievement of milestones visible.
  • Continuous Improvement - Member Experience/Satisfaction:
  • Co-Leads, in partnership with Physician Site Lead, Medical Office Service Committee accountable for assessing and improving building level member satisfaction. Directs the facility level service recovery associated with poor experiences expressed through building surveys, social media and direct face to face complaints. Partners with department leaders to conduct service recovery as needed.
  • Ensures service excellence targets are met by monitoring performance using CAHPs reports, MPS, Medical Center member surveys and additional report tools.
  • Leads the implementation of complex change management and improvement efforts associated with access management, quality and safety standards.
  • Through analysis of information and data represents the voice of the customer to identify, report, and make policy recommendations/decisions regarding customer trends and issues to medical office leadership and health plan functional leaders.
  • Directly responsible for Reception services and performance.
  • Key partner for optimal performance of building administrative services such as HIMS and Member Service.
  • Facilities:
  • Partners with NFS, Ancillary Department managers and/or Directors to ensures the medical center is open, all facility equipment/systems are running (HVAC, elevators, lights, telecom, etc.).
  • In collaboration with clinical and ancillary managers, and supervisors, responsible for facility and equipment within the clinical departments and accountable for public spaces and associated building egress space (e.g., parking lots). Reports, escalates and monitors for completion of work orders exceeding service level agreement. Also maintains acceptable MOB brand image and appearance, inside and out, as well as follows all prescribed best practices around decor and clutter.
  • Collaborates with NFS to assure any onsite construction or project activities to meet desired timeline and mitigate impact to clinical operations and member experience.
  • Lead the Transition work for space planning, expansion, renovations and construction projects.
  • In collaboration with KPIT, is responsible for successful implementation of technology and other system implementations.
  • Quality/Safety:
  • Leads patient safety and workplace safety initiatives (e.g. ergonomics, etc.), through Building Safety Committee, to ensure compliance with all Kaiser Permanente quality, safety, and emergency policies and procedures and other applicable regulatory rules, policies, and EH&S requirements. Actively tests emergency readiness to maximize effectiveness when a real emergency happens.
  • Supports, co-leads, and champions UBT work in their area of accountability. Responsible for process improvement, including but not limited to the following: efficiencies in the workflow (i.e. reducing waste, skills/role maximization, workflow revisions).
  • Serves as the building's Incident Commander during normal business hours; during off hour emergencies, may be called upon to participate on emergency response team.
  • People/Culture/Community:
  • Manages relationships across and within the medical facilities and specialty areas and functions to enhance teamwork and accountability for the effective delivery of care of all clinical practices, services and operations by designing and implementing systems, processes and methods to evaluate and improve patient care across the continuum of care. This includes, but is not limited to ancillary services, call center, medical delivery system (hospital and sub-acute), products, provider services and quality resource management.
  • Development & Staff Engagement- Recruits and hires staff; coordinates comprehensive onboarding of new staff and completes or assists with annual performance evaluations and competencies, depending on the department. Collaborates with Health Plan leaders to establish performance goals and provides counseling, coaching, feedback, recognition, training and development to staff.
  • Acts as a patient advocate, role model and represents Kaiser Permanente by creating a climate of civic responsibility within each MOB and driving engagement and member growth within the community.
  • Affordability/ Financial Stewardship:
  • Collaborates with Financial Planning and General Accounting to develop operating and capital budgets. Monitors financial performance, analyzes data to establish variance reports and action plans and investigates overages and errors in budget reporting.
  • Collaborates with Inventory Operations to set up supply PAR levels as appropriate; avoiding or reducing use of non-contract items as appropriate.
  • Shares best practices, recognizes and capitalizes on size, scale and capabilities; continuously seeks opportunities for cost restructuring to improve fiscal performance.
  • Performs all related duties as assigned.
  • Basic Qualifications:

  • Minimum five (5) years of experience in healthcare, retail operations or hospitality industries required.
  • Minimum three (3) years of supervisory experience required.
  • Education
  • BSN or bachelor's degree required, OR four (4) years of experience in a directly related field required.
  • High School Diploma or General Education Development (GED) required.
  • License, Certification, Registration
  • BLS certification from the American Heart Association within 6 months of hire required.
  • Additional Requirements:
  • Demonstrated ability to be persuasive and exert influence across structures and roles required.
  • Ability to be proactive and champion innovation/change required.
  • Ability to adapt to new and evolving technology including information technology systems required.
  • Strong ability to synthesize key organizational and leadership messages and filter them comprehensively to all levels in the organization required.
  • Excellent time-management skills and ability to multi-task required.
  • Demonstrated clinical and managerial competence appropriate to area(s) of responsibility; familiarity with all pertinent laws, regulations, and standards of nursing practice; demonstrated competence with financial management principles and standard software applications in a Windows environment required.
  • Excellent interpersonal and verbal/written communication skills are required.
  • Demonstrated devotion to detail and follow-up is required.
  • Demonstrated systems thinking with ability to approach work as part of an interconnected system in which change to one part of the organization produces change and impact within the whole structure is required.
  • Demonstrates creativity in identifying and implementing solutions to complex issues is required.
  • Demonstrates a strong self-initiative and self-motivation is required.
  • Knowledge of ambulatory care practices, operations and local, state and federal regulatory standards required.
  • Must be able to work in a Labor/Management Partnership environment.
  • Preferred Qualifications:
  • Knowledge of facility operations and support services preferred.
  • Experience in a managed care setting preferred.
  • Master's degree or MSN preferred.
  • Primary Location: District of Columbia,Washington DC,Capitol Hill Medical Office Building 700 2nd St. Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon-Fri Working Hours Start: 8:30 AM Working Hours End: 5 PM Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: Salaried, Non-Union, Exempt Job Level: Manager with Direct Reports Job Category: Healthcare / Hospital Operations Department: Member Experience Travel: Yes, 20 % of the Time Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

    External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.
    Posting ID: 555275607Posted: 2020-07-01