Divisional Program Administrator

Responsibilities:

• Leadership
• 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.

Credentials:

Education or Equivalent Experience:

• Bachelor of Arts or Science (Required)
• Health Care or Related 4+ years Management experience, preferably in a healthcare setting
• Master of Arts or Science
• MBA or MHA preferred