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Mgr Ambulatory Access Ctr

Job ID: 143128
Category: Management/Leadership
Work Type: FT
Location: Philadelphia, PA, United States
Date Posted: Jul 7, 2022
Work Schedule: Variable

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Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?


  • Responsible for partnering with practice leadership to continuously drive access metrics. Identify opportunities to improve access, I.e. scheduling, registration and the patient experience.
  • Responsible for all aspects of center operations, including customer and patient satisfaction, personnel management, scheduling, registration, and quality management. Responsible for ensuring that all the areas in the CPUP Access Center achieve agreed upon practice specific and CPUP overall performance and service targets. This includes proactively diagnosing root causes when areas are not achieving performance and service targets, defining and implementing action steps to achieve improved performance, and communicating Manager and Practice Leadership on an ongoing basis.
  • Responsible for proactively collaborating with Director, Workforce Management, administrative and physician leadership in those practices that use the Ambulatory Access Center on an ongoing basis, to ensure each parties' needs are met, to troubleshoot issues as needed, and to plan for and address practice changes that impact scheduling/registration processes or call volume.
  • Responsible for ensuring that all the areas in the Ambulatory Access Center achieve agreed upon practice specific and CPUP overall performance and service targets. Responsible for proactively communicating with the Director re: status of operations, potential issues that may arise, a plan to resolve issues, and leveraging the scheduling expertise in the Ambulatory Access Center.
  • Requires excellent communication and supervisory skills. Must be effective at analyzing and monitoring data to manage individual staff performance and overall Access Center performance.
  • Responsible to improve patient access.
  • Oversee staff development to ensure competency requirements are met.
  • Ensure continuous process improvement initiatives are in place in the CPUP Access Center.
  • Ensures the CPUP Access Center complies with HIPAA and JCAHO regulations.
  • Coordinate deployment of float pool to specific queues based on staffing need


  • Ambulatory Access Center Operations:
  • Acquires and maintains EPIC scheduling and registration certification
  • Works with Office of Patient Access and Divisions and Practices to update and maintain physician scheduling protocols.
  • Adjusts staffing in accordance with call volume and staff resources, ensuring coverage exists for routine call-outs
  • Real-time daily monitoring of call statistics. Uses data to design and implement program and/or staffing changes.
  • Provides CPUP ACD statistics to CPUP, Access and Registration leadership as defined by Director
  • Proactively manages Access center operations to mitigate adverse impact of client changes to the practice operations (e.g. system change, process and role changes that will impact call volume, etc.)
  • Ensure proper registration and scheduling procedures are followed and maintained including the completion of registration at point of call. Inform patient of co-pay obligations
  • Oversee pre-processing of cases where appropriate to ensure secure accounts.
  • Ensures accurate and complete scheduling and registration for all areas.
  • In conjunction with the Director, develop and manage annual operating budgets.
  • Assist in planning and overseeing any capital projects for the Access Center.
  • Collaborate with Director to develop annual department goals.
  • Maintain current managed care guidelines as it applies to scheduling and registration process.
  • Manages and partners with IS to correct system issues and problems that impact services provided by the Access Center.
  • Maintains current and new system technology to improve overall performance of Access Center.
  • Coordinates deployment of Float pool personnel based on operational needs
  • Change Management:
  • Implements change management strategy within Department and UPHS in alignment with UPHS objectives.
  • Identifies and facilitates agreement of major messages which are consistent regardless of audience, credible and reflects UPHS’ core values.
  • Communication plans are effectively implemented.
  • Ensure appropriate follow-up of major issues.
  • Manages routine and crisis communications throughout the entity/community as they arise.
  • Demonstrates recognition of the systemic impact of employee communication and/or policy changes and solicits proactive feedback prior to implementation.
  • Personnel Management:
  • Hires, promotes and when necessary, terminates staff
  • Approves all staff vacation, personal time, and holiday requests per staffing guidelines.
  • Oversees queue on boarding process
  • Contingency plan in place for supervisors and staff.
  • Documents sick time and approves hours available. Coach’s staff as needed based on institution policy.
  • Responsible for approving all staff overtime and time cards.
  • Responsible for ensuring all new staff receive a comprehensive orientation for the Ambulatory Access Center in collaboration with division and practice managers.
  • Identifies and develops Schedules for orientation preceptors
  • Develops and implements manual in collaboration with division and practice managers.
  • Develops and implements strategies for fostering growth and development for self and staff
  • Counsels employees and implements developmental programs and/or disciplinary process in the timely, consistent and fair manner.
  • Creates a positive work environment, which enhances effective delivery of Ambulatory Access Center services.
  • Keeps staff informed of staff performance and encourages feedback
  • Conducts weekly/monthly operational meetings to facilitate communication, disseminate information, and encourage staff participation in problem resolution.
  • Uses an open style of communication. Provides clear expectations for self and others.
  • Maintain and evaluates until and individual staff performance according to established standards as delineated by CPUP, UPHS, the Ambulatory Access Center and appropriate divisions and practices.
  • Ensures own and staff compliance with external standards and regulations, professional standards, and Ambulatory Access Center policies and procedures.
  • Participates in weekly/monthly operational meetings to facilitate communication, disseminate information, and encourage staff participation in problem resolution.
  • Quality Management:
  • Directs, the implementation and refinement of quality management program.
  • Modifies Access Center process based on quality monitoring data.
  • Manages changes in staff performance based on quality monitoring data.
  • Provides staff with ongoing feedback related to performance and conducts staff performance appraisals within established guidelines and timeframes.


    Education or Equivalent Experience:

    • Bachelor of Arts or Science (Required)
    • 7 years of progressive management experience preferably in healthcare setting with emphasis in Patient Access / Call Center Management
    • Master of Arts or Science

    We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

    Live Your Life's Work

    We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.

       Current UPHS employees must apply HERE
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