Field Based Practice Manager, House Calls Program - PHILADELPHIA

 Company: Oak Street Health   

Title: Practice Manager, House Calls Program (MSO)

Company Description

The mission of Oak Street Health is to rebuild healthcare as it should be. We are a rapidly growing, innovative company of community-based healthcare centers delivering higher quality health and wellness care that improves outcomes, manages medical costs and provides an unmatched experience for adults on Medicare. The Oak Street model integrates outstanding clinical expertise, technology, and teamwork to deliver improved care quality and cost savings. These cost savings are then reinvested into care in our communities, creating a virtuous cycle of improving community health. 

We are a national organization serving over 100,000 patients and we are growing rapidly. We are a diverse team of care providers, service team members, technologists, community outreach experts, business professionals, and more -- all dedicated to our Oaky Values and motivated by our mission. We’re looking forward to getting to know you!  For more information, visit www.oakstreethealth.com.

Program Overview

@HOME delivers high-quality primary care to Medicare patients in their home. The @HOME program takes a team-based approach to providing outstanding patient care to the population attributed to Oak Street’s Managed Service Organization (MSO). Our Care Teams - consisting of a Provider, Medical Assistant/Scribe (CIS/MA), Behavioral Health Specialist (BHS) and Mobile Operations Coordinator (MOC) - build individual relationships across a panel of about 75 patients, seen monthly. The Care Team is responsible for delivering excellent, high-touch primary care, and coordinating the care of our patients throughout the healthcare delivery system.

Role Description

The House Calls Practice Manager leads market operations in providing the best patient care and a great place to work in order to keep patients happy, healthy and out of the hospital. Practice Managers, together with their dyad Medical Director, have oversight over both clinical and non-clinical duties, support operational initiatives, drive teams towards achieving patient satisfaction and clinical outcomes measures, and generally ensure the market is running smoothly and in a timely manner on a daily basis. 

Staff Management and Development

• Hire, train, supervise, coach, mentor and manage a multi-disciplinary team

• Ensure the market is a Great Place to Work and teams are engaged and thriving; build a culture of engagement and demonstrate the Oaky Values and Service Behaviors at all times

Market Operations

• Ensure teams are providing great clinical care to high frailty patients according to defined pathways within the patient’s home, including relentless follow-through with home health, specialists, social workers, hospitals, SNFs, and specialists

• Ensure teams are providing an Unmatched Patient Experience, ensuring patients are delighted with the level of care they receive, and providing service recovery as needed

• Ensure market operations are running smoothly and safely on a daily basis, including ensuring there is adequate staffing each day, arranging coverage for any call-offs or scheduled PTO, ensuring scheduling and billing processes are executed efficiently, ensuring that all Standard Operating Procedures are followed

• Drive results for patients in Oak Street Health’s care model by ensuring that standard meetings, huddles and best practices for preventive care are being followed. Support the care team in achieving a variety of patient experience, clinical outcomes and team member experience metrics

• Lead the implementation of operational initiatives, including training the team on new initiatives and workflows. 

• Assess and address root causes when goals are not reached. Lead the execution of continuous improvement initiatives

• Use Oak Street Health’s proprietary software, reporting systems and chosen EMR to monitor completion of a variety of tasks and workflows 

Leadership and Culture

• Build dyad relationship with Medical Director to lead the market and make collaborative decisions that support the best interests of the patients and care teams and drive success for the market

• Build relationships with care teams. Acknowledge and celebrate successes of care team members and communicate opportunities for improvement

• Listen to feedback from care team members and address concerns with constructive problem-solving

• Conduct performance reviews, discuss goals and help develop plans to achieve these goals

• Cascade both programmatic information to care team members as well as escalate care team concerns and ideas to program leadership.

• Advocate for program, care teams, and patients

• Support a positive, Oaky culture of joy in practice

• Be an ambassador to corporate center-based field leadership by building relationships with regional leadership to grow program awareness, scope and coverage

• Lead and drive cross market projects, as assigned

Other duties as assigned

What we’re looking for

Motivated, experienced leaders with:

Required:

• 2 or more years of experience in a supervisory role

• Proficient PC skills

• US work authorization

• Someone who embodies being Oaky

Strongly Preferred:

• Bachelor’s Degree in a related field

• 5 or more years of experience in a supervisory role within a clinical setting

• Experience with Google Suite 

• Experience successfully driving teams towards achievement of metrics

Other Skills:

• A supportive attitude toward our patient population of older adults

• A passion for mentorship and team development

• Ability to drive a team culture that is collaborative, patient-centric and oriented toward driving results for our current patients and growing our impact with new patients while making it a Great Place to Work for our teams

• A passion for mentorship and team development

• A problem-solving orientation and eagerness to identify process gaps and implement practical solutions

• A flexible and positive attitude, including being comfortable with ambiguity 

• A proactive and adaptable working style - able to cover tasks as they arise and regularly make independent decisions regarding competing priorities 

• A problem-solving orientation and eagerness to identify process gaps and implement practical solutions. Impeccable judgment and maturity

• Ability to remain calm in the midst of the storm, guiding others to smart, effective solutions

• Able to handle confidential information with discretion

What does being Oaky look like?

• Radiating positive energy

• Assuming good intentions

• Creating an unmatched patient experience

• Driving clinical excellence

• Taking ownership and delivering results

• Being relentlessly determined

Why Oak Street Health?

Oak Street Health is on a mission to Rebuild healthcare as it should be, providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patient’s communities, and focused on the quality of care over volume of services. We’re an organization on the move! With over 150 locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody Oaky values and passion for our mission.

Oak Street Health Benefits 

Mission-focused career impacting change and measurably improving health outcomes for Medicare patients

• Paid vacation, sick time, and investment/retirement 401K match options

• Health insurance, vision, and dental benefits

• Opportunities for leadership development and continuing education stipends

• New centers and flexible work environments

• Opportunities for high levels of responsibility and rapid advancement

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply. 

Learn more at www.oakstreethealth.com/diversity-equity-and-inclusion-at-oak-street-health