Service Manager Ii
The Permanente Medical Group, Northern California
Managed a team of medical assistants to provide quality care through a wide variety of activities:Program management• Managed 25-30 staff and two service areas providing ambulatory support to members/patients diagnosed with chronic conditions and respiratory/sleep disorders.• Ensured Program Assistants and staff provide the highest quality of care which comply with The Joint Commission, federal, state, and local requirements.• Determined the appropriate staff mix for department and developed processes to screen, interview, hire, train, and maintain the competency of all department staff.Strategic planning• Collaborated with Physician Team Leader and Department Chief in developing the level of patient services and the day-to-day operations of the department.• Strategized on effective management of several chronic condition initiatives within the program (asthma, diabetes, hypertension, chronic pain, special needs, and quality).• Designed, implemented and evaluated processes to improve systems and patient care results across the continuum of care.• Monitored financial performance, identified and implemented strategies to reduce costs and improve quality of care/service.Operations management• Acted as patient advocate resolving patient care issues.• Developed and managed budgets and resource allocations.• Developed and implemented departmental policies and procedures which support the organizations goals and business objectives to ensure they are met.• Managed and resolved human resource, labor relations, employee and department safety, and risk management issues.