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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?

Entity: Clinical Care Associates (CCA) - Penn Primary Care (PPC) and Penn Specialty Practices (PSP) of Penn Medicine Medical Group (PMMG)

Department: Administration & Operations

Hours: Full-Time; Hybrid

Summary:

+ Reporting to the Associate Chief Operating Officer (ACOO), the Sr. Director of Regional Operations (DRO) is the regional ambulatory operations leader for Penn Primary Care and Penn Specialty Practices (PPC/PSP) who partners with the Regional Medical Director in providing operational and financial direction and oversight, operations planning and improvement, and assures quality and patient experience for their respective PPC/PSP regional ambulatory practices. The Sr. DRO will utilize appropriate metrics to assess performance and work with operational and clinical leadership within the region (across primary and specialty care) to develop/implement continuous improvements. The Sr. DRO promotes and ensures collaborative teamwork between all site leaders and department stakeholders (Revenue Cycle, Finance, Human Resources, Information Services, Real Estate and Design, Regulatory and Compliance, Risk Management) to combine expertise and operationalize the Department's strategic planning goals and initiatives. Responsible for maintaining awareness of current healthcare trends to develop innovative and competitive strategies for workforce management and retention, enhance patient experience, and optimize patient access. The Sr. DRO will have direct and indirect oversight of >15 ambulatory practice sites and their operational and clinical leadership. Responsible for >65 active providers, >175 staff and over approximately 200,000 patient visits annually. The Sr. DRO and Regional Medical Director will be responsible for driving their respective regional strategy and vision in partnership with PPC/PSP specialty leads and CPUP department chiefs.

Responsibilities:

+ Operations Planning & Change Management Partners with ACOO and specialty leads in establishing annual operating priorities, implementation plans, and measures of success Provides input for the development of PPC/PSP strategic plan and budget Participates in the development of strategic capital and other resource priorities, and manages them to achieve maximum benefit to PPC/PSP Proactively develops change management strategies for major organizational activities and programs

+ Clinical Operations – In partnership with Regional Medical Director Responsible for all clinical operation as executed by clinical and operational leadership within the region Oversees the direction and execution of operations, ensures the practice management team coordinates all practice functions to provide smooth, integrated operations Ensures unified and effective patient access initiatives that promote patient centered access to the PPC/PSP for scheduling, registration or medical care Addresses interdepartmental barriers to delivery of care, including staffing, equipment, and facilities Manages the implementation process for new business, expansion and/or moves to new practice sites Develops, implements and monitors statistical reporting of key operation metrics, adjusts operations as needed to maintain peak performance Establishes provider productivity standards in coordination with the Regional Medical Directors and Finance Develops policies and procedures to reduce cancellations, bumps, no-show rates, and new patient appointment lag time Proactively pursues opportunities to improve the delivery of superior customer service, address patient complaints Facilitates regular and consistent system communication with all stakeholders, promotes dialogue Manages relationships with all practices to ensure positive working environment and intervenes appropriately when issues arise

+ Financial Management: Value of Care Delivery Assumes overall accountability for financial performance across the assigned primary care and specialty practices. Holds practice operational and physician leadership accountable, where and when necessary, to meet established goals. Partners with physician and financial leadership teams in developing performance targets, reporting variances and creating remediation plans. Ensures practices are aligned with all standards. Supports implementation of managed care contracts and operational processes. Communicates performance targets and expectations to practice leadership and provides support to help ensure success. Maximizes operational workflow in practices and ambulatory sites to ensure optimal utilization of the team. Redistributes resources based on needs. Maintains a comprehensive understanding of practice operations including: scheduling, registration, authorization/referral, and billing/coding functions. Monitors performance of practices and sites via scorecards, P&Ls, and key performance indicators (KPIs). Performs trend analysis and develops/implements required changes to meet desired goals. In partnership with revenue process team, optimizes accounts receivable processes and outcomes within each practice/area of accountability. With support from finance, manages the annual operating and capital budgets for practices, facilities and programs.

+ Workforce Planning & Management Assures optimized staffing across sites, build capability to flex staff to locations for coverage Performs staffing analysis as needed to ensure adequate staffing in ambulatory and program settings Provides management of staff at all sites in coordination with Human Resources, standards, and guidelines Utilizes human resource management techniques to ensure employee engagement, retention, and high morale Responsible for talent acquisition activities submission of position justification, job posting, recruitment process, onboarding Ensures mandatory education compliance, evaluations, and training Promotes staff development through performance evaluation, coaching, identifying development goals, and arranging educational opportunities that enhance and encourage continued professional growth among staff Creates and supports an environment which empowers and expects staff to: serve as ambassadors participate in unit/department decisions negotiate care needs of patients accept responsibility for their contribution to the patient experience, their own growth and professional competencies

+ Team Creation and Development Develops and maintains strong internal relationships within the entity and across UPHS through open, timely, and direct communication. Spends deliberate time with staff and providers to understand needs and to build trust. Develops and maintains strong professional working relationships with external partners, including vendors, business affiliates, and other contracted services. Engages teams with appreciative inquiry by asking open-ended questions and sincerely listening to people’s responses to create an environment that fosters trust and transparency. Champions curiosity in effective meetings to brainstorm and discuss ideas, promotes participation, makes improvement the norm and provides the support needed to execute. Participates in and champions the recruitment process for management, provider, and staff positions identifying candidates that demonstrate professionalism and cultural fit. Directly supervises practice managers and other assigned employees holds direct reports accountable to standards of professionalism – leads by example. Develops staff by ensuring work expectations are clearly defined and communicated addressing performance issues and skill deficits immediately and professionally – managing staff to results and assigning work that uses staff skills/talents, provides responsibility and challenge, allows for creativity, and offers leadership opportunity. Develops, educates and coaches physician and management leaders relative to interpersonal skills serving to maximize employee and customer experiences, adherence and efficiency. Partners with Human Resources to create development plans for behavioral and/or performance competency improvement. Creates a learning culture, promotes psychological safety with all stakeholders, and proactively develops change management strategies for major organizational activities. Identifies and facilitates agreement of major messages which are consistent, equitable, credible and reflect core values.

+ Regulatory Compliance & Quality and Patient Safety Ensures that care delivery is consistent with policies and standards, federal and state laws and regulations and accreditation requirements (Department of Health, etc.) Supports and provides leadership to ensure practices implement and achieve quality initiatives Ensures that all department patient care related processes deliver high quality care to patients and their families, that these processes are efficient, effective and streamlined, and are re-engineered when necessary Fosters a culture of safety, encouraging the reporting of occurrences and near misses Collaborates with Risk Management to manage patient behaviors and/or discharges Electronic Medical Records (EMR) & Information Systems Supports and provides leadership to ensure practices implement and effectively utilize the EMR Ensures compliance with HIPAA, record filing practices, and all related policies Facilitates a review of the technology infrastructure for continuity of practice operations Ensures practices have adequate downtime procedures

Credentials:

+ Lean Six Sigma Certification (Preferred)

Education or Equivalent Experience:

+ Bachelor of Arts or Science (Required)

+ 10+ years' experience including direct management experience – minimum 5-7 years (Required)

+ Master of Arts or Science (Preferred)

+ Leadership experience in a large integrated healthcare delivery system that uses an integrated practice management software system to register, schedule and bill patients (Preferred)

+ Experience implementing change management initiatives through the use of Lean, Six Sigma or another performance improvement methodology

+ Knowledge of the principles and practices of healthcare planning and management sufficient to manage, direct and coordinate the operation of large physician group practices

+ Knowledge of the medical environment, physician group practice, managed care, physician compensation, healthcare contracting and regulations, financial and operational systems

+ Must possess exceptional communication skills that will foster trust, mutual respect and positive staff and physician relations as well as being able to articulate a clear vision

+ Skill in exercising a high degree of initiative, judgment, creativity, discretion and decision-making to achieve organizational objectives

+ Strong interpersonal and relationship-building skills in a highly matrixed organization

+ Basic understanding of CPT and ICD-9 coding, third-party payer billing processes, pre-certification requirements, and the overall revenue cycle

+ Solid understanding of the purchasing cycle (quote, requisition, purchase order, invoice, payment) and experience using ordering systems

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: 296297