Business Operations Manager - Employee Assistance Program

Description

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?

Penn Medicine has an amazing Employee Assistance Program working both with our employees and external clients.  We are looking for a Business Operations Manager to work with this program in both the Princeton and Philadelphia offices.  This role will work directly with our clients on their agreements/contracts as well as working closely with the Director of Employee Assistance Program with onboarding new clients.

This role provides oversight of Employee Assistance Program operations and identifies needs for operational process improvements.

Responsibilities:

Works with Clinical Director to hire, train, supervise, and evaluate Operations Specialists to ensure a productive and engaged staff.

Regularly meets with Operations Specialists to review process improvements and efficiencies.

Supervises department workflow to ensure billing, account follow-up, customer service activities are completed in a timely, accurate and customer friendly manner and in accordance with Department procedures.

Prepares and presents annual performance appraisals within allotted time frames to the applicable Director for review.

Leads in the alignment of the credentialing process across Penn Medicine EAP. Ensure providers are registered on and trained to use the provider portal.

Manages Alerts in PROVIDERfiles for providers not accepting appointments.

Serves as Account Manager for Answering Service.

Supports customer service and performance improvement goals of the department. Collaborate with other staff, within and outside the Department, to develop a means of enhancing patient care and service.

Responsible for coordination of appointments screening and referring phone calls to clients and providers.

Sets a tone and facilitates good working team relationships and communication models Caring Customer Service behaviors for internal and external clients and providers.

Coordinates deposits and communicates with accounts receivable liaison for reimbursement issues. Follow up on any missing or expired Provider Lawson numbers.

Generates billing to organizations using QuickBooks, and subsequently, applies incoming cash and collections for outstanding invoices.

Prepares marketing materials for Client Health Fairs, workshops, orientations and presentations. Provides on-site representation at Health Fairs.Provides customer service for Organizations.

Manages the billing of EAP program fees and organization services to our client organizations. Provides exemplary customer service for Organization billing inquiries.

Liaise Legal Department to prepare EAP Contracts and Contract renewals.Maintain Organizations module in EAP Expert (e.g. update populations, maintain contract records, etc.

Accountabilities:

• Manages all financial aspects of the EAP, including budgeting, monthly income statement, variance and cost analyses, and tracking ROI.
• Plans, monitors, and manages the Penn Medicine EAP Operations budget to ensure achievement of operational and financial goals and key performance indicators, e.g. clinicians productivity, access to care, end to end contract lifecycle, credentialing of our affiliated provider network, and overall financial viability of the program.
• Coordinates and supports preparation for and in response to any internal, local, state, and/or federal audits. Works collaboratively with the Office of General Counsel, as needed, as well and the Penn Psychiatry and Princeton Behavioral Health Operations and Finance teams to implement course corrections to sustain the EAP Program's contract compliance and financial viability.
•  Supports new business development in concert with the EAP Director. This includes planning and oversight for the acquisition new client companies, consistent with Penn Medicine EAP strategic plan and goals.
• Participates in Entity and Department initiatives for Patient/Employee safety and quality. 
• Through the lens of a continuous improvement mindset, ensures that all EAP Operations processes ensure the delivery of high-quality care to covered patients and their families, that these processes are efficient, effective, and streamlined, and are re-engineered when necessary.
• Maintains a physical presence in both Philadelphia and Princeton EAP offices.

Credentials:

Education or Equivalent Experience:

• Bachelor of Arts or Science (Required)
• Education Specialization: Humanities Equivalent Experience: •And 5+ years EAP experience or 10+ years' Experience in lieu of bachelors

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.