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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?

Summary:

The Assistant Manager of Clinical Operations supports the Clinical Operations Manager in overseeing daily operations across all phases of transplant care—including pre-transplant (referral, evaluation, and waitlisting), transplant event, and lifelong post-transplant follow-up. This role ensures coordination of care across both outpatient and inpatient settings. Working closely with the Program Manager, Program Director, Transplant Institute Administrative Director, Surgical Director, and Medical Director, the Assistant Manager helps ensure high-quality, safe patient care in compliance with all relevant state and federal regulations (e.g., CMS, OPTN/UNOS, TJC). Responsibilities include maintaining continuity of care through adherence to policies and procedures, and promoting safety for staff, patients, families, and visitors. (HUP - 3400 Spruce Street - Kidney Transplant)

Responsibilities:

+ In conjunction and at the direction of the Clinical Manager of Operations, the Assistant Manager of Clinical Operations will be responsible for:

+ Establishing/Updating Processes and Work Practices:

+ Manage and eliminate process workarounds by appropriately and consistently sharing with organizational partners the issues, which require their attention.

+ Review survey comments and data and identify opportunities with staff for improvement within the program’s span of influence.

+ Manage Team and Individual Performance:

+ Drive patient/client loyalty and physician referral by ensuring staff under your supervision understand the UPHS commitment to service, their own work processes, and have the necessary skills to meet service expectations

+ Focus energies on collaborating in problem resolution rather than finding blame

+ Manage patient/client complaints and provide timely follow up to ensure satisfaction

+ Ensure that staff understand and demonstrate service recovery commitment

+ Support and Foster Employee Satisfaction:

+ Regularly meets with employees to improve communication and to build productive relationships.

+ Continuously communicates to staff the importance of patient satisfaction, quality of care, and sound financial performance and champions our successes and priorities for improving performance in meeting and exceeding patient and customer expectations

+ Analyze employee satisfaction data and identify opportunities for improvement Develop, implement, and follow through with action plans

+ Focus energy on collaboration and not blame

+ Support Established Workflow and Regulatory Documentation:

+ Building work practices and team processes compliant with regulatory requirements and program goals and initiatives

+ Ensures adequate and accurate electronic medical record documentation through adherence to established workflows on a daily basis

+ Manages patient flow through the transplant process, patient satisfaction and concerns, electronic and medical record documentation processes

+ Ensure Regulatory Compliance:

+ In Partnership with Program leadership, ensure compliance with all OPTN, CMS, federal, state, and local regulatory standards and requirements, including TJC and DOH

+ Facilitate Change Management:

+ Communication plans are effectively implemented

+ Ensure appropriate follow-up of major issues

+ Manage routine and crisis communications throughout the department as they arise

+ Evaluates effectiveness of change and implementation plans

+ Managing of Human Resources for the Department:

+ Workforce Planning:

+ Support UPHS and PTI initiatives and principles of inclusion

+ Develop staffing plans for program clinical and support staff that create efficiencies and support quality patient care outcomes

+ Recruitment:

+ Recruitment of competent staff to meet operational needs (“scope of service” “products & services”) and who demonstrate the ability to be service-oriented and align with the core values

+ On-Boarding- proper orientation of staff to their roles, accountabilities and performance measures within probationary period

+ Development:

+ Encourage continuous growth and helps staff to realize full potential by identifying stretch objectives and creating learning plans

+ Effective and timely performance management such that:

+ Clearly defines work expectations

+ Recognizes and rewards individuals for a job well done

+ Addresses performance issues immediately and directly

+ Conducts performance appraisals annually

+ Retention:

+ Employee retention strategy in place

+ Employee survey implementation and action planning

+ Positive employee relations

+ Effective employee communications

+ Employee recognition

+ Compliance:

+ Ensure continuous survey readiness

+ Ensure department human resource management practices comply with labor law, state & federal requirements

+ Employee safety

+ Partners with Transplant QAPI team on Transplant QAPI program efforts such as identifying objective measures to evaluate program performance and supporting performance improvement projects aimed at maintaining patient outcomes that meet or exceed expectations

+ Works closely with the Manager of Operations, the Director, and members of the PTI leadership team to support clinical, quality, regulatory compliance, information systems, fiscal, and research goals and initiatives of the program(s) and the institute

Credentials:

+ Registered Nursing License - PA (Required)

Education or Equivalent Experience:

+ Bachelor of Arts or Science in Nursing (BSN) and 3+ years Progressive nursing experience with demonstrated leadership skills is required.

+ 3+ years Transplant experience is preferred.

+ Master of Arts or Science in Nursing 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 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.

REQNUMBER: 271210