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Senior Manager Operations Practice Support

Job ID: 126676
Category: Management/Leadership
Work Type: FT
Location: Philadelphia, PA, United States
Date Posted: Apr 14, 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?


  • In collaboration with leadership, the Senior Manager Practice Support and Operations provides strategic operational leadership and direction in regards to all administrative, financial, regulatory, human resources, and clinical aspects for the following scope:
  • Oversees CPUP practice operations float staffing coverage support for CPUP's eight regions and 200+ ambulatory practices.
  • Oversees the entire CPUP float pool team including the region's local float manager(s) of operations, patient services associates and medical assistants.
  • Oversees the CPUP recruitment and retention processes as well as float staffing request demand analyses and deployment oversight.
  • 45+ FTEs directly and indirectly managed
  • Staff across multiple practice locations and management of external partnerships/collaborations.
  • Ensures management of daily operations run efficiently and effectively including:
  • Interviewing, hiring, onboarding, training, time and performance management, scheduling, and coaching / counseling.
  • Regularly reviewing work processes to ensure efficiency of work flow, including implementation of technology and best practices
  • Serving as a liaison to external stakeholders and internal customers including Practice Managers, DOO's and COO's.
  • Must maintain a strong patient customer focus that supports the delivery of the highest quality of care.
  • Maintains a passion for patient and customer centered care necessary to drive the ultimate customer experience
  • Organizes and manages CPUP's Float Patient Service Associate Academy.


  • Assists the Associate Chief Operating Officer for CPUP Operations Support in designing the float staffing overall strategic plan and budgeting
  • Conducts practice float demand analyses and supports triaging deployment oversight
  • Oversees the recruitment and retention processes of the CPUP float pool as a whole
  • Oversees the overall onboarding and training processes for the float team to ensure regulatory compliance
  • Follows, implements and enforces all department policies and procedures of the Clinical Practices of the University of Pennsylvania, including but not limited to attendance, confidentiality, benefits, disciplinary policies, etc.
  • Manages team of regional float mangers
  • Works with the region managers to establish and implement new department procedures, continually review and improve existing procedures and distribute all internal and external information as needed to ensure staff members have the necessary tools to successfully perform job functions.
  • Regularly meets with employees to improve communication and to build productive relationships.
  • Solicits feedback on how to improve performance and provides constructive feedback.
  • Works with entity leadership to anticipate future customer needs.
  • Participates in operational integration of programs by ensuring alignment of communication with Penn Medicine Leadership, practice Leadership and staff.
  • Maintains strong communication with leaders and peers and builds productive relationships.
  • Anticipate probable patient / customer physical and emotional needs and assures they are accommodated.
  • Ensures patient / customer and family confidentiality and respect.
  • Provide recovery for lapses in service.
  • Provide best possible solutions responsive to customer’s needs and concerns.
  • Personally spends time with customers and staff to understand their respective needs and expectations, to build relationships, and to gauge customer satisfaction.
  • Understands the importance of patient satisfaction, quality of care and services provided to the patient / patient families.
  • Identifies and participates in development activities as appropriate. Applies learning for improved performance.
  • Demonstrates understanding and ownership of how his/her role contributes to achieving success.
  • Demonstrates a personal commitment to ensuring a clean and safe working environment for patients and employees.
  • Strives to understand and value differences in others’ race, gender, nationality, and age – modifies interactions as needed to accommodate diverse needs of the patient/family.
  • Participates in Entity and Department wide initiatives for Patient / Employee safety


    Education or Equivalent Experience:

    • Bachelor of Arts or Science (Required)
    • Health, business or Math/Science preferred
    •  7+ years Relevant work experience required Experience in clinical analytics, in health care operations, Experience with Process Improvement, Project Management, Practice Management, Operations Analytics Experience with Electronic Health Records Experience working in teaching Hospitals and Academic Health Systems Epic Clarity Certification as required by Information Services to support entity needs Certification will be offered and provided by Penn Medicine and must be obtained within 6 months of role entry and within three (3) exam) attempts preferred.
    • Master of Arts or Science
    • Health, business or Math/Science preferred Experience in healthcare administration Experience as a Practice Manager or Practice Coordinator is Preferred Experience with Epic’s suite of practice management, revenue cycle, and reporting applications is preferred Experience working in Teaching Hospitals and Academic Health Science Centers is 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.

       Current UPHS employees must apply HERE
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