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Location: 3400 Spruce Street, Philadelphia
- This position is the Administrator for oversight and management of clinical programs within the Division. Provides clinical program management and leadership under the direction of the Division Administrator and/or Chief. Incumbent is responsible for continually assessing and managing clinical operations and programs in the Division. Work closely with leadership to ensure quality, compliance with governmental agencies, facilitating patient access, patient, physician and staff satisfaction, clinical program development and the fiscal health of the division.
- Works closely with Division Administrator/Division Chief and physician leadership to provide support for the administrative aspects of their roles.
- Conduit between the faculty and administrative and clinical support staff to understand current roles, assess talent and existing work flows, address areas of improvement, and implement new work flow if identified.
- Provides support for the Division Administrator around project management and business development where applicable.
- Talent management plan in place for current and future staff.
- Succession planning for critical positions.
- Recruitment, in coordination with Human Resources, of competent staff to meet operational needs (“scope of service” “products & services”) and who demonstrate the ability to be service orientated and align with the core values.
- On-Boarding and proper orientation of staff to their roles, accountabilities and performance measures within probationary period.
- Development of staff - Encourages continuous growth and helps staff to realize full potential by identifying stretch objectives and creating learning plans.
- Strategic Planning Processes
- Partners with leadership team in developing strategic plans and budgets for various programs; plans and ensures direct reports understand and support these initiatives.
- Assists with looking at 3 to 5 year business plans, current needs, and site specific program growth.
- Change Management
- Proactively develops change management strategy for major organizational activities and events
- 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
- Manage 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.
- Evaluates effectiveness of change and implementation plans.
- Financial Management
- With Department of Medicine oversight and finance support, develop budget for individual AU/Dept based on assumptions and decisions made by UPHS and Dept Leaders.
- Balances financial and staffing models to achieve budget targets and organization objectives.
- Ensures all billable procedures and activities are billed upon completion and leads initiatives to ensure best practices are followed for physician billing
- Operational Management
- Manages operational activity of outpatient practices.
- Coordinates and manages clinical and administrative workflows including Administrative Assistant duties for the clinical office visits.
- Ensures all operational and AA processes are followed in alignment with CPUP policies and procedures
- Responsible for ensuring staff engagement and participation in CPUP guidelines for administrative best practices.
- Ensures a patient/customer focused environment; responds to patient complaints and grievances in a timely fashion.
- Creates and manages clinic scheduling templates for PCAM practices.
- Owns the upkeep of policies, procedures, standards and initiatives with providers’ scheduling templates and assists with the impact to room allocation
- Serves as a first point of contact for all escalations related to room capacity and scheduling changes
- Maintains up to date scheduling guidelines for the practice and communicates any changes with the Access Center.
- Analyzes Epic scheduling template and identifies process improvement opportunities to provide better customer satisfaction and improve the revenue cycle.
- Assists providers, secretaries, new patient coordinator with scheduling issues including oversight of bump lists and same day cancellations.
- Measures patient access goals and implement process improvement.
- Promote myPennMedicine in all disease teams and ensure processes are in place to accommodate the use of this tool.
- Maintains compliance with governmental regulations regarding patient care, safety, confidentiality, TJC requirements, etc.
- Oversees the eStar time and attendance process for direct reports. Approves leave time per departmental and Health Systems policies.
- Regularly reviews staff assignments, staffing levels and makes changes and/or recommendations to optimize program support.
- Communicates to staff changes in practice policies or procedures; monitors staff compliance.
- Responsible as part of a team for ongoing EPIC issues and changes for staff.
- Collects and documents program data for regulatory and insurance audits
- Ensures smooth onboarding of new faculty
- Responsible to regularly meet with Division and Service Line leadership; as well as direct reports.
- Works with CSL practice managers and service line to increase new patient visit volume.
- Works with human resources to promptly fill all needed clinical and administrative positions and participates in recruitment and interviewing efforts as required.
Department Specific Expectations:
Serve as the administrative, operational, and financial lead for all Division programs as well as City-Aid Grant Funded Programs.
• Work with key stakeholders and managers from Philadelphia Department of Health to build and manage contractual relationships, develop annual budgets and financial reporting structures, define clear metrics, goals, and key performance indicators for each respective grant.
• Develop, implement, and manage annual budgets for all programs including city grants, complete/report/submit monthly invoicing for each individual grant.
• Lead meetings with Program Managers and Medical Directors to ensure continuous communication and program growth.
• Manage budget changes/reconciliations, staffing turnover, effort allocations, and forecast operating expenses, and invoices for each program.
• Manage all program income associated with each individual grant generated by patient volume/growth (340B Program Income, CBH Income for Mental Health Program, 3rd Party Payer Income for Ryan White Portfolio).
• Serve as administrative oversight, financial accounting, and operations lead for all programs including Travel Medicine Programs.
• Divisional financial oversight including but not limited to Divisional and site specific assets, and expense management, creation, and participation in fiscal year budget planning, support in fiscal year projections, non-faculty effort/staffing, and P&L review/management.
• Lead all Divisional website and marketing initiatives.
• Partner with Practice Managers, Program Directors, and Faculty to insure: patient access is maintained and metrics are achieved through consistency of scheduling practices, internal call center protocols, and administrative assistant work flows.
• Engage in clinic/program based staffing analysis in order to understand operational workflows, areas of need/improvement, implement new workflows, and assessment of addition or reduction in staffing.
Education or Equivalent Experience:
- Bachelor of Arts or Science (Required)
- Health Care or Related
4+ years Management experience, preferably in a healthcare setting (Required)
- Master of Arts or Science MBA or MHA preferred
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.