Chief Operating Officer

Responsibilities:

• Internal Relationships:
• Medical Leadership: Strong collaboration with the Chair to ensure departmental goals are met. Based on established creditability and trust, show the ability to represent department leadership to faculty in regular meetings and daily interactions. Proactively identify faculty concerns and issues, and partner with the Chair for appropriate resolution.
• Employee Communication and Engagement: Regularly meet with UPHS and University leadership and staff to improve communication and build productive relationships. Continuously communicate to staff the importance of the patient experience, quality of care, and sound financial performance, and champion successes and priorities for improving performance in meeting and exceeding patient and customer expectations.
• Internal Partnerships: Work with the Clinical Practices of the University of Pennsylvania, GSPP leadership, and the Perelman School of Medicine at the University of Pennsylvania, the Veteran’s Administration, Children’s Hospital of Philadelphia leadership, the hospitals in the UPHS family, department faculty, clinical leadership, entity leadership, affiliates and suppliers in developing research, educational, and clinical programs, services and initiatives to anticipate future customer needs, build customer loyalty and generate profitable growth. Support the Chair in implementing organizational changes as needs evolve. Drive operational integration of programs by ensuring alignment of communication with UPHS Leadership
• External Relationships:
• Customer Relations: Personally spend time with faculty, independent UPHS physicians, external Physical Therapy Practices, referring physicians, patients, and volunteers to understand their respective needs and expectations, to build relationships, and to gauge patient/customer satisfaction. Ensure patient and customer satisfaction through comprehensive and continuous measurement of customer satisfaction for all key customer groups.
• Good Shepherd Rehabilitation Network: Support Business Development & Affiliation and Marketing in partnering with GSRN to develop mutually beneficial clinical and operational programs.
• Owned & Affiliated Facilities: Partner with owned and affiliated facilities in areas of access and program development, clinical collaboration, and network development.
• Professional Associations & Benchmarking: Interface with industry associations as a representative of the organization to identify benchmarks.
• University Relations: Partner with the Chair in building and enhancing positive relationships with University leadership.
• Community Relations: Build productive business partnerships and relationships with the community. Participate in community activities as appropriate.
• Patient Care Processes:
• Ensure all Department patient care-related processes deliver high-quality and efficient care to patients and their families.
• Ensure all Department facilities and environments of care are clean, safe, and patient-friendly.
• Ensure all outsourced services meet agreed-upon service standards in support of all patient care processes.
• Support the creation of clinical effectiveness targets, improvement plans, and reporting systems to ensure the delivery of high-quality, effective, and efficient patient care.
• Ensure that teams and individuals have the clinical, information, and organizational tools to serve patients and customers effectively and efficiently.
• Oversee academic pursuits in research and translational efforts.
• Financial Management:
• Oversee physician revenue generation and third-party regulatory compliance through the application of standardized financial counseling.
• Oversee physician services cost analyses focused on identifying and managing physician productivity and product management.
• Facilitate open sharing of physician productivity data.
• Develop and provide access to statistically valid benchmarking data.
• Oversee financial modeling of clinical practice performance.
• Provide decision support tools and analytic support through the use of CPT data.
• Direct multi-complex organizational and financial problem-solving as it relates to physician services productivity, reimbursement, ICD, CPT and HCFA coding compliance documentation, and site-specific professional, technical, and global fee billing.
• Perform impact analysis of actual or proposed changes in payment methodologies (i.e., APC, MAPS, RVU updates, fee schedules).
• Develop and participate in the analysis and evaluation of strategic business plans, feasibility studies, market assessment, marketing plans, data gathering, and presentation of written reports on prospective new clinical programs and opportunities for enhanced professional and diagnostic revenue.
• Regulatory Compliance:
• For all University, UPHS, and Perelman School of Medicine staff within the department, ensure all areas of accountability are compliant with all federal, state, and local regulatory standards and requirements, including Joint Commission, CARF, Department of Health, funding agencies, FDA, HIPAA, HCFA, DPW, department-specific NIH guidelines, and others.
• Manage insurers’ QA Audits and represent the Department with any necessary response.
• Review, implement, and ensure compliance with regulatory and legislative changes for all third parties.
• Operations:
• Continually assess operating procedures and take action to ensure ongoing quality improvement.
• Plan, monitor, and manage the operations budget to ensure the achievement of operational and financial goals.
• Manage all space planning efforts to ensure that efficient use of all clinical, research, and administrative space is utilized.
• Oversee the efficient, effective flow of materials to continuously improve the delivery of quality patient care and customer satisfaction.
• Ensure effective utilization of materials, staff, and financial resources.
• Faculty Recruitment:
• Proactively partner with the chair to identify faculty recruitment needs
• Job posting in alignment with PSOM guidelines
• Create a viable financial model supported by and in alignment with PSOM and UPHS expectations
• Facilitate talent selection process to include vetting candidates
• Manage salary negotiation process
• Sponsored Research Management:
• Exercise resource stewardship to ensure compliance with related policies and procedures.
• Ensure compliance with all departmental, PSOM, UPHS, federal, and other external rules and regulations governing the multiple programs and missions of the department.
• Participate with department leadership to develop and implement objectives to enhance and expand the research portfolio in accordance with the department’s multi-year academic plans.
• Provide leadership, direction, and administration of all aspects of sponsored program administration (pre and post-award) activities to ensure the accomplishment of objectives and to the satisfaction of the Chair/director and faculty of the department.
• Manage and ensure compliance of sponsored programs during pre- and post-award periods, including effort report certification.
• Ensure oversight and proper administration of all sponsored program awards in accordance with sponsor requirements, including notifying appropriate parties of excess or shortage of grant funds and recommending appropriate resolution.
• Change Management:
• Proactively develop and implement change management strategy for major organizational activities and events in alignment with UPHS objectives.
• Ensure communication plans are effectively implemented with appropriate follow-up.
• Manage routine and crisis communications throughout the department/entity/community as they arise.

Education or Equivalent Experience:

• Master of Arts or Science (Required)
• Healthcare, Business Administration or related field 10+ years At least 10 years of progressively responsible administrative and financial leadership experience in an academic medicine and/or research setting or comparably complex environment and financial oversight of at least a $12-million enterprise (Required). 
• A keen understanding of and experience with integrated academic healthcare systems and in clinical practice management. Knowledge of healthcare reimbursement and medical school research funding is critical.