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Associate Director Operations

Job ID: 129552
Philadelphia, PA, United States
Apr 27, 2022

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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?


The Associate Director is responsible for leading the core operations of the Division clinical programs supervising a team of program and practice managers. The incumbent will be instrumental in developing and implementing initiatives between multiple locations and working with CPUP leadership to improve patient access and overall operations of the Cardiology programs. The incumbent will provide leadership integration in efficient patient access management processes, sustained patient and physician satisfaction with clinical operations and quality initiatives for the programs.


Leadership on Operations, Clinical Management, and Program Development:

Serves as a core resource for the Cardiology programs

Provides mentorship and guidance for Cardiology Program Managers

Under the direction of senior leadership, works closely with departmental providers ensuring a unified and effective approach to patient access initiatives; ensures a sound operating model for communication and collaboration with referring physicians

Ensures compliance with the CPUP Principles of Practice, as they may be amended from time to time, across the Division and Service Line

Establishes and maintains a transparent and data-driven culture in managing operations and access by implementing improvement initiatives across the programs in conjunction with other leaders across the service line

Serves as point coordinator and leader for select CPUP functions as required or needed.

Establishes a working knowledge of management and clinical information systems (PennChart, Switchboard, etc.); effectively using these tools to monitor and improve workflow, revenue cycle performance, patient access, and service performance

Addresses interdepartmental barriers to delivery of care including staffing, equipment, and facilities; ensures that care delivery is consistent with policies and standards, federal and state laws and regulations, and accreditation requirements

Accountable to Senior Director of Operations and the Division Administrator for departmental outpatient visit budgets, and providing regular variance analyses

Collaborates with clinical and operations leaders in the patient facing clinics to optimize access, patient flow and patient and provider satisfaction


Promotes continuous improvement and integration in methods of patient care delivery and operations; establishes patient-focused performance expectations by creating clearly defined performance goals and measures; proactively implementing steps to maintain and improve quality of service for clinical staff, patients, and visitors

Integrates evidence-based patient safety principles in all practice activities/initiatives; fosters a culture of safety, encouraging reporting of occurrences and near misses

Work with leadership to develop and implement comprehensive plans for performance improvement programs; facilitates integration of quality initiatives and activities across inpatient, outpatient, and other entities

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; ensures efficient and supportive health care services to all patients

Program Development and Support:

Works with Division and Service Line leadership, as well as CPUP and HUP as requested, in developing programs, services, and initiatives that anticipate future customer needs, build customer loyalty, and generate profitable growth

Defines staffing requirements that are congruent with the mission and goals of the department; ensures selection and utilization of qualified, competent personnel; uses appropriate efficiency information/data (i.e., benchmarking, market analysis, program changes) to determine staffing requirements; provides opportunities for staff growth within area of specialty, which is reflected in professional/performance plans

Promotes team building and professional development:

Develops credible, competent, accountable, and responsive teams with clearly defined performance and outcome objectives; ensures the team develops strategies to focus on the improvement of operating standards and achievement of intended results

Creates and supports an environment that empowers and expects staff to: serve as ambassadors; participate in department decisions; negotiate care needs of patients; accept responsibility for their contribution to the patient experience, their own growth, and professional competencies

Utilizes human resource management techniques to ensure employee engagement, retention, and high morale

Maintains exemplary relationships with staff using positive and constructive feedback, open lines of communication, and addressing daily operational issues


Interfaces with senior leaders

Partners and/or leads the Program Operations Committee meetings, and execution of follow-up items as required

Communicates with the staff regarding the department and health system initiatives through information sharing at meetings, in-services, and distribution of minutes as appropriate

Maintains open and ongoing communication with the department, Directors, and Departmental leadership

    Education or Equivalent Experience:

    • Bachelor of Arts or Science (Required)
    • Bachelor's Degree in Health Care Administration, Business, Nursing or related field and 7+ years relevant experience, including at least 5 years prior management experience in a healthcare setting required.
    • Master of Arts or Science
    • Master's Degree in Health Care Administration, Business, Nursing, or related field 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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