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Associate Chief Operating Officer - Department of Medicine

Job ID: 152882
Category: Management/Leadership
Work Type: FT
Location: Philadelphia, PA, United States
Date Posted: Sep 13, 2022
Work Schedule: Per Departmental Needs

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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?

Department: Medicine

Location: Philadelphia, PA


The Associate Chief Operating Officer in the Department of Medicine will have direct responsibility for all patient care operations in the Department and all its affiliated locations. He or she will also be responsible for ensuring alignment across the Department for key areas as identified by leadership in patient care operations, programmatic disease team based initiatives, and outpatient quality initiatives. 


    · Operations administrator responsible for oversight of the Department of Medicine’s outpatient ambulatory operations. The DOM consists of 13 specialty divisions; 45 ambulatory clinics throughout the Philadelphia, Chester County, and South Jersey regions which provide over 600K patient visits annually generating approximately $233 million in patient care revenue per fiscal year.

    · Assists the Department of Medicine in fiscal year budgetary targets.

    · Direct management of 45 practice managers, clinical operations administrators, and associate directors of operations; indirect management of 750 clinical and non-clinical support staff throughout our outpatient settings.

    · Work in syncopation with department COO, CFO, and Chair to ensure the mission, values and vision of our department leaders are carried out and scaled across the enterprise.

    · Partner with 12 division administrators (DDAs) and division chiefs providing operational insight and support.

    · Collaborates with health system leadership to ensure department alignment with health system policy and procedure.

    · Recognized as a “thought leader and subject matter expert” throughout the health system leading to participation in multiple high functioning committees and projects.

    · Continually assessing our health care delivery model. Developing, piloting and scaling programs across the department and health system that drive change in how we deliver our care to patients.

    · Ensure all staff are on-boarded and trained appropriately based on roles; all curriculums are consistently evaluated and updated.

    · Responsible for departmental physical space needs. Partner with Real Estate and Design as well as entity leadership to secure existing or explore options to build new clinic space.

    · Assesses DOM managerial talent yearly assuring that our practice managers are trained appropriately; develop individual skills assessments and recognizing those that maybe ready for the next step in their career.

    · Created the DOM “Staffing Analysis Tool” allowing clinics to see what type of work they had in house and what role was handling said work. The tool provides current staffing levels and needed staffing levels to handle the current workloads. This exercise resulted in the identification of 63 needed positions across all DOM clinics, 36 of which were put into the FY19 budget. This tool is now used annually to help the DDAs during the budget process.

     · Instrumental in developing the “Top of Scope” and “Engage to Sustain” training for the health system MA/CSA cohort. This training ensures the proper EMR workflow is being followed resulting in an increase in MIPS/MACRA reporting and an avg. of 28 minutes returned to the physician per day due to increased clinical support.

     · Assisted in moving DOM employee engagement 4.9% to the positive over the 2014 EE survey.

      Key Work Functions:

      · Ensure the effective management and alignment of patient care operations across the Department operating units, and affiliated locations, while also maintaining an indirect report but aligned operations model as required at various locations like (e.g. Chester County Hospital, Penn Medicine Cherry Hill, Radnor, etc.)

      · Implements patient access initiatives across all Department clinical operations in conformity with CPUP Standards and in close alignment with the Divisions.

      · In Collaboration with Department leadership, Division Directors, Practice Managers and Clinical Operations Administrator, develop and define sustaining staffing model that is consistent with ambulatory operations expectations.

      · Demonstrate leadership in managing stakeholder relationships across the clinical operations of the Department. This will include but not limited to:

       a. Creation of a Practice Manager work group that meets on a regular basis.

      b. Creation of the agenda for that meeting with a report out at the COO direct report meeting.

      · Ensures consistency with key elements of practice management operations across all locations, including satellite facilities to including but not limited to exam room utilization, Medical Assistant practices, Scope of Practice initiatives, analysis of clinical capacity, clinic wait time, and establishment of telehealth initiatives.

      · Accountable to ensure a focused approach in room assignments. Establish a consistent and periodic exam room utilization review for effective room allocation management for practices.

      · Serve as the Health System point of clinical operations integration for Department ensuring alignment, sharing of best practices and management of variations across locations. This could include but not limited to:

      a. Patient progression initiatives with Navicare and EPIC

      b. Operations Dashboard: working with ambulatory operations group to standardize dashboards and streamline communication and improve management by metric culture.

      c. Serve as Department Point of Contact leading Access Roadmap initiatives including provider search, entity wide scheduling, consolidating and optimizing call volumes, and working with our CPUP CNO optimizing care team models.

      d. Point of contact for Patient and Guest Relations, managing patient expectations and complaints.

      Accountable and responsive to all divisions regarding clinical practice and staff related inquiries, recommendations, and certain action plans in order to ensure the multispecialty clinical practices function well within the integrated practice.

      Addresses barriers to delivery of care including staffing, equipment and facilities. Ensures that care delivery is consistent with policies and clinical quality standards, federal and state laws and regulations, and accreditation requirements.

      Oversees eStar time and attendance process, monitors appropriate use of the eStar reports in compliance with FLSA; works with the Clinical Operations Administrator and Practice Managers and other members of the leadership team to approve leave time per Health System policies.

      Interfaces with medical and scientific staff to facilitate the conduct of clinical research in the clinical setting.

      Serves as the key leader for the Practice-Based Clinical Leadership (PBCL) Team. Works in collaboration with CEQI, Quality Manager, physicians, and peers to promote continuous improvement in methods of patient care delivery and operations. Uses Ambulatory Blueprint for Quality as a framework for PBCL work. On a project-specific basis, facilitates integration of quality initiatives and activities across settings of care delivery.

      Assures compliance with institutional and national practice standards, applicable laws and board policies. Keeps abreast of current regulatory standard; develops and/or implements plan to address changes in standards. 

        Education or Equivalent Experience:

        Bachelors Degree Required and

        Minimum 10 years of management / supervisory related experience Required.

        Graduate degree in Business Administration, Healthcare Management, or related field preferred

        Required Skills:

        Excellent communication, coordination and integration skills with experience of getting things accomplished in a complex, multi-institutional collaborative models, or matrix systems.

        Knowledge and mastery of information systems to support operational, clinical and research activities.

        Demonstrated success in administrative leadership by influence in multispecialty practices.

          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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