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City of Hope Manager, Practice Management in Thousand Oaks, California

About City of Hope

City of Hope, an innovative biomedical research, treatment and educational institution with over 6,000 employees, is dedicated to the prevention and cure of cancer and other life-threatening diseases and guided by a compassionate, patient-centered philosophy.

Founded in 1913 and headquartered in Duarte, California, City of Hope is a remarkable non-profit institution, where compassion and advanced care go hand-in-hand with excellence in clinical and scientific research. City of Hope is a National Cancer Institute designated Comprehensive Cancer Center and a founding member of the National Comprehensive Cancer Network, an alliance of the nation’s leading cancer centers that develops and institutes standards of care for cancer treatment.

Position Summary

The Manager, Practice Management is responsible for strategic planning, management, development and operational performance of multi-disciplinary outpatient satellite practices. Provides leadership to multiple sites in partnership to provide quality patient care in a safe, cost effective, patient focused environment. Collaborates with physicians, other health care disciplines and managed care organizations to assure optimal patient care. Manages, directs and oversees all administrative and clinical operations and staff.

Key Responsibilities include:


Manages all personnel activities of the administrative staff. Supports and oversees the activities of the clinical supervisor and clinical staff. Recruits, interview, hires, trains, evaluates and disciplines employees. Ensures all employees are appropriately trained.

Maintains and oversees the schedules for all support personnel in all locations. Makes staffing changes as needed to manage workflows. Grants/denies personal leave time for staff according to coverage and practice policy.

Makes recommendations for highest and best use of personnel, based on licensure, certification and/or skill set.

Conducts regular staff meeting. Documents all meetings accurately and in an organized fashion.

Oversees cross-training and education of staff.

Oversees the administrative and clinical areas and coordinates their activities. Promotes cooperation of the staff to achieve department objectives and maintain good department relations.

Assigns work to staff

Provides direction

Review work appropriately

Ensures that department is run efficiently and in an organized fashion

Effectively monitors departmental productivity and workflow

Responds promptly to changes in workload or staffing assignments as necessary to achieve optimal productivity and efficiency considering staff skills and experience.

Considers the needs of the department when making important decisions

Consults with Vice President, Operations when determining staff needs. Assigns personnel duties in their assigned areas and makes adjustments for special request or unusual circumstances

Communicates effectively, follows chain of command when any questions arise and when any conflicts occur

Communicates observations or concerns in a timely manner

Establishes positive communication and effective working relationships. Uses appropriate lines of authority

Interactions with others are effective; information is exchanged readily in a format that is clear and concise

Patient Care:

Oversees Clinical Supervisor as he/she assesses and evaluates patient flow in clinical practice sites – works with the Clinical Supervisor to implement changes for quality service and care

Collaborates with Clinical Supervisor, physicians and others to plan and execute process changes that improve patient care services and patient management

In collaboration with Clinical Supervisor, develops written protocols for patient care standards with approval from Medical Director and Vice President, Operations

Investigates complaints of patients, patients’ families, nursing staff, medical staff, clerical staff and administration and takes appropriate action; follows-up to ensure that complaints have been satisfactorily handled

Responds to all task or performance-related questions patiently and thoroughly, providing context as well as direction

Communicates clearly and tactfully with patients, their families and/or significant others

Practices positive patient relations and demonstrates awareness and sensitivity to patient/family rights

Effectively problem solves in a positive manner

Participates in continuing education programs specific to customer services in relation to patient care


Reviews physician schedules periodically to maximize physician efficiency and productivity; coordinates changes with clinical staff and department managers

Request and establishes operating room block time from community hospital for surgical staff as needed.

Ensures the practice adheres to all applicable OSHA/CLIA/COLA standards

Directs the ordering of all administrative supplies – develops effective inventory control systems

Makes recommendations for purchase of capital equipment to Vice President, Operations

Ensures the practice complies with all applicable laws, regulations, policies and procedures according to state and federal law

Maintains current federal, state, county and local license, survey, inspections and certifications as required by regulatory bodies for all satellite locations. These include business licenses, fire safety inspections, OSHA equipment inspections and laboratory surveys

Directs surveys required and scheduled by city, county, state and federal inspectors, including COLA inspections

Consults with Vice President, Operations and the Physician Lead concerning management of assigned area and all related matters

Communicates effectively with others if questions arise and when conflicts occur

Communicates relevant issues to Vice President, Operations, Physician Lead and other staff members

Cooperates with other personnel to achieve departmental goals, objective and maintains good employee relations

Demonstrates attitude of cooperation and professionalism

Maintains harmonious relationship with co-workers, physicians, visiting consultants and staff

Provides support, assistance and leadership to co-workers’ to ensure quality patient care

Seeks appropriate input from Vice President, Operations Physician Lead and Human Resources on interpersonal relationships that will affect center harmony and patient care

Participates in continuing education programs in OSHA/CLIA/COLA guidelines

Adheres to all office policies and procedures

Continually demonstrates good communication skills with all

Participates in professional development activities and maintains professional affiliations

Assists in identification of staff development and training needs; makes recommendations for work simplification and standardization of activities

Effectively determines staff training needs and schedules in-service education programs

Evaluates alternative methods to decrease costs without compromising care

Identifies areas where procedure or policy may need to be changed or revised

Observes and monitors staff performance and evaluates performance. Provides feedback to Vice President, Operations and/or the Physician Lead

Ensures OSHA policy and procedure manuals are up to date and that all staff receives adequate training and documentation of training

Provides direction and leadership to staff. Assists staff in developing solutions to problems as necessary

Serves as a role model by providing technical expertise, coaching, counseling and leadership

Sets and reviews performance evaluation/standards on a regular basis, considering company policy, departmental needs and individual employee skill level

Serves as an efficient resources to other employees

Sets goals and objectives consistent with organization goals and develops effective action plans for their achievement

Continually updates knowledge of new techniques, software programs and equipment, avoiding adverse consequences.

Seeks opportunities to expand knowledge base

Demonstrates accurate knowledge of relevant laws, policies, regulations and standards. Keeps manuals up-to-date. Is alert to changes in regulations and responds immediately to meet them

Follows established COHMF policies, procedures, objectives, performance improvement, attendance, safety, environmental and infection control guidelines

Directly responsible for cost control of supply inventory for all areas.

Practices a high level of integrity and honesty in maintaining confidentiality

Attends all regular meeting

Performs all other tasks and projects assigned by the Vice President, Operations and the Physician Lead

Utilizes leadership skills in overseeing and assisting members of the health care team to prioritize and resolve issues

Demonstrates a level of professional practice that supports the delivery of appropriate care and positive working relationships

Displays courtesy and professionalism in dealing with COHMF employees, patients, visitors and/or vendors


Assists in developing satellite location budgets, considering fiscal and capital needs. Monitors variance against budget on an ongoing basis and recommends solutions

Maintains reports and collect statistical data for administrative, financial and regulatory purposes

Regularly reviews copay, patient financial responsibility and demographic reports for all satellite locations and distributes to appropriate staff

Reviews daily charges in EMR and updates charges as required by corporate billing office

Approves all administrative invoices

Maintains accurate time-keeping for physicians


Participates with leadership in the interview process for hiring new physicians

Responsible for on boarding new physicians and employees

Directs relocation of offices/practices when required including directing physical move, purchasing furnishing and coordinating all communication equipment and software with IT department

Participates in strategic planning, design of new space, program growth and acquisition and development of new programs


Basic education, experience and skills required for consideration:

High School Diploma or GED. Experience may substitute for educational requirements.

5 years of experience. Experience to include working in a medical/hospital setting with physicians and high level executives for strategic planning, operations and problem solving.

Experience with utilization review, quality assurance and managed care process. Experience communicating and interacting with physicians and executives. Understanding of OSHA guidelines for ambulatory practices.

Knowledge of billing and coding guidelines.

Demonstrated ability and extensive knowledge of the healthcare industry including managed care, finance, physician practice management, recruiting, marketing, credentialing, medical office leasing/build-outs and problem solving.

Demonstrated written and verbal communication skills

Ability to plan and carry out responsibilities with supervision

Excellent verbal and written communication skills

Excellent interpersonal skills with other departments.

Pleasant speaking voice and demeanor

Neat and professional appearance

Preferred education experience and skills:

Bachelor’s Degree

Electronic Medical Records (EMR) experience preferred

City of Hope is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.

This position will serve as the Practice Manager for two network clinics in Ventura County: Simi Valley and Thousand Oaks. Combined they have 10 exam rooms and 16 infusion bays.