Medical Office Services Manager - Silverdale WA

Kaiser Permanente International; Silverdale (WA); On-site; USD 90,000 - 120,000; Full time

Job summary

Kaiser Permanente in Silverdale, WA, seeks a Medical Office Services Manager I to oversee the Silverdale KPWA Medical Center building location and primary care team. You will manage 20–25 direct reports, optimize patient access, quality, and financial performance, and ensure regulatory compliance to deliver high‑quality, coordinated care.

In this role you will lead safety and emergency preparedness efforts, drive process improvements, and partner with nursing practice and leadership to maintain

Qualifications

• Minimum two years of leadership experience.
• Minimum two years of customer or member/patient service experience.
• Bachelor's degree in business, nursing, health care, or related field plus three years of experience in business operations/clinical health care, or six years of related experience.

Responsibilities

• Provide developmental opportunities and coaching; foster collaboration and change management.
• Translate business plans into tactical action items and ensure policy adherence.
• Manage ambulatory operations to support patient care and financial commitments with timely reporting.
• Ensure standardized care delivery and partnerships with physicians and SMEs; monitor daily operations and resources.
• Lead emergency preparedness programs and ensure staff training and readiness.
• Drive improvements to patient-centered operations and technology processes and measure outcomes against strategic initiatives.

Skills

Leadership

Customer service

Education

Bachelor's degree in business/healthcare

Job description

MEDICAL OFFICE SERVICES MANAGER I, AMBULATORY (HEALTHCARE) - SILVERDALE WA!

RESPONSIBLE/OVERSEES SILVERDALE KPWA MEDICAL CENTER BUILDING LOCATION AND PRIMARY CARE TEAM

TOTAL OF APPROX. 20-25 DIRECT REPORTS

In addition to the responsibilities listed below, this role is also responsible for leading and managing smaller care centers and a team of direct reports to oversee the logistical coordination, operational integration, and unique challenges associated with assigned medical offices; ensures efficient and effective delivery of healthcare services and compliance with regulatory standards; acting as the primary liaison between medical office teams and organizational leadership to align strategic goals; collaborates with member experience and access teams to support regional projects and initiatives for operational and patient care improvements; ensuring operational readiness by managing schedules, patient workflows, and facility management; addressing moderately complex operational challenges to maintain service excellence and patient satisfaction; ensuring continuity in patient experience by proactively identifying and resolving member challenges, addressing complaints, and facilitating communication with matrixed teams to ensure seamless care navigation; developing and implementing strategies to improve performance metrics related to patient access, quality, and financial targets; leading safety and emergency preparedness efforts, including compliance with workplace safety and emergency protocols; drives patient care-focused initiatives by monitoring and managing performance metrics related to access, quality, and financial targets, with a strong emphasis on Consistent Disease State Management (CDSM) and other key quality measures; implementing process improvement initiatives to optimize workflows, reduce waste, and enhance overall operational efficiency; and ensuring all members receiving care within the facility experience high-quality service and coordinated support. Collaborates with Nursing Clinical Practice to ensure assistants and staff provide the highest quality of care and are in compliance with the Nursing Practice Act, The Joint Commission, federal, state, and local requirements.

Essential Responsibilities:

• Provides developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; works closely with employees to set goals and provide open feedback and coaching to drive performance improvement. Pursues professional growth; develops and provides training and development to talent for growth opportunities; supports execution of performance management guidelines and expectations. Leads, adapts, implements, and stays up to date with organizational change, challenges, feedback, best practices, processes, and industry trends. Fosters open dialogue amongst team members, engages, motivates, and promotes collaboration within and across teams. Delegates tasks and decisions as appropriate; provides appropriate support, guidance, and scope; encourages development and consideration of options in decision making.
• Manages designated work unit or team by translating business plans into tactical action items; oversees the completion of work assignments and identifies opportunities for improvement; ensures all policies and procedures are followed. Aligns team efforts; builds accountability for and measuring progress in achieving results; determines and ensures processes and methodologies are implemented; resolves escalated issues as appropriate; sets standards and measures progress. Fosters the development of work plans to meet business priorities and deadlines; obtains and distributes resources. Removes obstacles that impact performance; identifies and addresses improvement opportunities; guides performance and develops contingency plans accordingly; influences teams to execute in alignment with operational objectives.
• Manages ambulatory operations to support patient care by: driving implementation of action items and supporting compliance with timelines and financial commitments; using and providing feedback on standard reports and identifying needed ad hoc reporting to meet specific client needs related to workflow and performance targets; providing feedback as needed on data collection, reviewing data, and translating reports into short-term operational initiatives; managing human resources activities related to recruitment, creating and ensuring the use of standardized procedures and processes for employee management; designing survey and compliance readiness activities, including mock rounds and mitigating issues, to maintain compliance and regulatory standards and developing procedures for preparing audit documentation, information, and reports; and assisting in the development and management of their departments budget, expenditures, and payroll with input from a higher-level leader.
• Ensures standardized care delivery by: developing strategic partnerships with physicians and subject matter experts and managing complex work streams and implementing strategic initiatives with significant program impact; using data and analysis to ensure strategic alignment while developing and implementing plans; proactively monitoring and managing daily operational activities involving patient care management; managing resources in clinical areas to ensure appropriate assignment and utilization; managing multidisciplinary ambulatory team(s); implementing emergency preparedness programs and ensuring the teams emergency preparedness and recovery plans are current and that staff are trained and know what is expected during and after an emergency; and leading project teams, initiatives and monitoring implementation and delivery on objectives.
• Manages improvements to patient-centered operations and technology processes by: defining issues and overseeing the development of goals and priorities for strategic projects designed to remediate issues and improve quality, service, affordability, and/or operating efficiency; applying a structured approach for identifying root causes and implementing solutions to improve the performance of operations system processes; and ensuring performance metrics used to monitor the success of strategic improvement projects are tied to strategic department initiatives.

Minimum Qualifications:

• Minimum two (2) years of experience in a leadership role with or without direct reports.
• Minimum two (2) years of customer or member/patient service experience.
• Bachelors degree in a business, nursing, health care, or directly related field AND minimum three (3) years of experience in business operations, clinical health care, or a directly related field OR Minimum six (6) years of experience in business operations, clinical health care, or a directly related field.

Additional Requirements:

• Knowledge, Skills, and Abilities (KSAs): Issues and Crisis Management; Change Management; Confidentiality; Human Resources Systems; Conflict Resolution; Stakeholder Management; Microsoft Office; Training; Legal And Regulatory Requirements

Preferred Qualifications:

• Valid license required in any of the following clinical professions in the state where care is provided: Nurse Practitioner, Physician Assistant, Pharmacist, Clinical Social Worker, Physical Therapist, Occupational Therapist, Speech Therapist, Respiratory Therapist, or Registered Dietician.
• Registered Nurse license in state where care is provided.