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Manager Service Line Business Operations

Full Time
  • Full Time
  • Bend, OR
  • Salary: $74,318.00 - $111,488.00/year

Website STCHealth St. Charles Health System

St. Charles Medical Group encompasses practices in three Central Oregon counties and numerous specialties including family care, internal medicine, obstetrics and gynecology, pediatrics, immediate/urgent care, cardiology, pulmonology, rheumatology, general surgery, behavioral health, cancer care, and sleep medicine. We encourage collaboration between clinical and non-clinical staff to assure we are providing our community with comprehensive and compassionate health care.


In collaboration with the service line leadership team, the Service Line Business Operations Manager is responsible for leading the development and implementation of reporting, tools and processes that will drive the performance of the department and/or service line. This includes researching best practice, communicating to relevant operational and clinical leaders, and partnering to implement projects and processes that will improve performance on targeted metrics. The Manager will have a high level of analytical ability, strong communication and writing skills, and help coach SCMG leaders on business plan development for new proposals. The Manager must have a strong ability to work with a diverse group of stakeholders to develop new standard work, draft clear and concise policies and implement change to meet desired outcomes.

This position does not directly manage other caregivers.


  • Partners with leaders to develop and implement business performance improvement tools in operational domains.
  • Identifies improvement opportunities and develops plans to achieve improvement.
  • Conducts research to help establish best practices and set targets based on data driven metrics.
  • Creates management tools to bring visibility and transparency to targets and drives performance.
  • Partners with operational leaders to develop and implement business practices that enhance service delivery and quality of care domains.
  • Develops robust training processes so operational and clinical leaders are able to properly use tools and drive improvement.
  • Maintains shared drives by developing/moderating content, and centralizing information in a transparent easy to access location.
  • Coordinates provider scheduling, contingency staffing, shift reconciliation, and data mining to support the line of service as required.
  • Participates in regular department meetings.
  • Coordinates department initiatives and monitors completion of regulatory and other contractual requirements.
  • Works closely with leadership team to support care delivery redesign in alignment with organizational strategic goals.
  • Supports management team with workflows ensuring all procedures are followed accurately and in a timely manner.
  • Supports organizational and governance structures through project coordination, action tracking, and record keeping.
  • Supports onboarding plan creation for new caregivers and providers.
  • Assists with capital budget planning, preparation and project execution when approved.
  • Supports collaboration with electronic health record builds, updates, or trainings to ensure key initiatives are resourced, planned, and executed on time and with excellence.
  • Participates in budget development, regular monitoring, accountability and meeting all operational targets for all areas as assigned.
  • Provides customer service in a manner that promotes goodwill, is timely, efficient, and accurate.
  • Collaborates with teams to review processes and identify/implement opportunities for improvements, applying Value Improvement Practice concepts and tools.
  • Supports the vision, mission, and values of the organization in all respects.
  • Support Value Improvement Practice (VIP- Lean) principles of continuous improvement with energy and enthusiasm, functioning as a champion of change.
  • Provides and maintains a safe environment for providers, caregivers, patients, and guests.
  • Conducts all activities with the highest standards of professionalism and confidentiality. Complies with all applicable laws, regulations, policies, and procedures, supporting the organization’s corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.
  • May perform additional duties of similar complexity within the organization, as required or assigned.



  • Bachelor’s degree in Business Management/Finance, Healthcare Administration, or a related field.


  • Master’s degree in Business Administration, Healthcare Administration, or related field. Project Management certification.



  • Valid Oregon driver’s license and ability to meet SCHS driving requirements.


  • Lean, Six Sigma, PMP or other process improvement training.



  • Minimum five (5) years related healthcare experience with proven ability to manage multiple projects, meet timelines and escalate effectively to meet project goals.


  • Three (3) years clinic leadership experience.


  • Must be able to wear appropriate Personal Protective Equipment (PPE) required to perform the job safely.


  • Continually (75% or more): Use of clear and audible speaking voice and the ability to hear normal speech level.
  • Frequently (50%): Sitting, standing, walking, lifting 1-10 pounds, keyboard operation.
  • Occasionally (25%): Bending, climbing stairs, reaching overhead, carrying/pushing or pulling 1-10 pounds, grasping/squeezing.
  • Rarely (10%):  Stooping/kneeling/crouching, lifting, carrying, pushing or pulling 11-15 pounds, operation of a motor vehicle.
  • Never (0%):  Climbing ladder/step-stool, lifting/carrying/pushing or pulling 25-50 pounds, ability to hear whispered speech level.

Exposure to Elemental Factors

  • Never (0%):  Heat, cold, wet/slippery area, noise, dust, vibration, chemical solution, uneven surface.
  • Blood-Borne Pathogen (BBP) Exposure Category
  • No Risk for Exposure to BBP

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