Administrator Practice Ops

Penn Medicine, University of Pennsylvania Health System; Philadelphia (Philadelphia County); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Comprehensive benefits package

Prepaid tuition assistance program

Job summary

A leading academic medical center is seeking an Administrator for Practice Operations to provide strategic leadership and manage all operational aspects of the practice. This role requires over 7 years of experience in healthcare, including management. Responsibilities involve ensuring efficient operations, compliance with regulatory standards, and enhancing patient satisfaction. The position offers a collaborative environment and comprehensive benefits package, aimed at improving patient care and supporting staff engagement.

Qualifications

• 7+ years of relevant experience in a healthcare setting.
• 5 years of management experience required.
• In lieu of an Associate’s degree, candidates with 11+ years of total experience will be considered.

Responsibilities

• Provide strategic operational leadership for practice operations.
• Manage daily operations including patient and staff interactions.
• Ensure compliance with regulatory requirements.

Skills

Leadership

Communication

Operational management

Customer service

Education

Associate’s Degree

Bachelor’s Degree (Preferred)

Job description

About Penn Medicine

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.

Entity & Location

Entity: Clinical Care Associates (CCA) - Penn Primary Care (PPC) and Penn Specialty Practices (PSP) of Penn Medicine Medical Group (PMMG)
Department: Administration and Operations
Location: Penn Family Medicine – 4536 Spruce Street
Hours: Full Time (Per Departmental Needs)

Job Summary

In collaboration with leadership, the Administrator, Practice Operations provides strategic operational leadership and direction in regards to all administrative, financial, regulatory, quality, human resources, patient/employee satisfaction, and clinical aspects for the following scope:

• 20+ staff directly and indirectly managed
• 25,000+ budgeted annual visits
• Complexity factors include:
  • Multiple practice locations
  • High practice/facility square footage
  • Service line oversight
  • Coordination of inpatient services and care across several departments/entities
  • Academic involvement (research initiatives, resident program)
  • Special clinical programs and multiple clinical specialties
  • Complex regulatory requirements
  • Management of external partnerships or collaborations

Ensures management of daily practice operations run efficiently and effectively – including:

• Patient scheduling, billing, and coordination of services/facilities
• Providing quality care to patients; championing quality initiatives with providers and staff
• Maintaining a patient/customer focus as evidenced by patient satisfaction scores and other indicators
• Achieving financial goals related to budget
• Offering a collaborative work environment that values professional ownership and accountability for physicians and staff, demonstrated through retention and engagement/satisfaction scores
• Regularly reviewing work processes to ensure efficiency of workflow, including implementation of technology and best practices
• Complying with regulatory requirements
• Serving as liaison to embedded specialists, external stakeholders, other UPHS providers, and acting as point person for general facility management
• Managing practice staff (directly and indirectly)

Accountabilities

• Internal Relationships:
  • Regularly meets with employees to improve communication and build productive relationships. Solicits feedback on how to improve performance and provides constructive feedback.
  • Continuously communicates importance of patient satisfaction, service excellence, quality of care, and sound financial performance to physicians and staff, and champions successes and priorities for improving performance in meeting and exceeding patient and customer expectations.
  • Works with entity leadership, clinical leadership, and other UPHS owned or affiliated programs in developing programs, services and initiatives to anticipate future customer needs, build customer loyalty and generate profitable growth. Participates in operational integration of programs by ensuring alignment of communication with Penn Medicine Leadership, practice Leadership and staff.
• External Relationships:
  • Customer Relations – personally spends time with staff, physicians, patients, and patient families to understand needs and expectations, build relationships and gauge satisfaction.
  • Facility Management – develops positive relationships with building owner, construction, township and other personnel, as needed.
  • Clinical Service Groups & Product Service Lines – supports leadership in partnering with affiliates to develop mutually beneficial clinical, operational and marketing programs.
  • Professional Associations & Benchmarking – interfaces with industry associations as a representative of the organization and to identify benchmarks.
  • Development – identifies and participates in development activities as appropriate. Applies learning for improved performance.
• General Accountabilities:
  • Demonstrates understanding and ownership of how this role contributes to achieving success.
  • Demonstrates a personal commitment to ensuring a clean and safe working environment for patients and employees.
  • Uses resources wisely.
  • 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.
• Strategic Planning Processes:
  • Supports entity leadership team in developing and implementing the strategic plan and budget including 3-5 year strategic imperatives and measures of success at the practice.
  • Provides leadership for program development efforts at the practice; including analysis, resource planning, and space/facility management.
• Patient Care Processes:
  • Ensures all entity patient care related processes (patient registration/scheduling, medical records, clinical patient care, patient flow through office, etc.) deliver high quality and efficient care to patients and their families. Provides hands‑on coverage where needed and appropriate.
  • Ensures practice environments of care are clean, safe and patient friendly.
  • Ensures all outsourced services meet agreed‑upon service standards in support of all patient care processes.
  • Ensures that teams and individuals have the clinical, information and organizational tools to serve patients and customers effectively and efficiently.
  • Resolves all patient/family concerns in a timely fashion.
  • Proactively identifies problem areas, defines plan for solution, takes ownership of the plan, and implements/monitors its effectiveness.
• Clinical Effectiveness and Quality Improvement:
  • Supports the creation of clinical effectiveness targets, improvement plans and reporting systems to ensure the delivery of high quality, effective and efficient patient care.
  • Provides leadership to attain performance measurement and management system for key success elements: access, quality, service and value.
  • Provides leadership to attain clinical effectiveness targets and strategies annually (part of budget process).
• Regulatory Compliance:
  • Ensures all areas of accountability are compliant with all federal, state and local regulatory standards and requirements, including DOH, TJC, FDA, HIPAA, HCFA, DPW, OSHA and others for practices under her/his/its leadership.
  • Complies with yearly education requirements including HIPAA, OSHA, Safety and CLIA.
  • Manages the audit/survey process for the practice(s) if applicable.
• Change Management:
  • Partners with entity and practice leadership and proactively develops change management strategy for major organizational and practice activities and events.
  • Implements change management strategy within the practice in alignment with entity/Penn Medicine objectives.
  • Identifies and facilitates agreement of major messages which are consistent regardless of audience, credible and reflects entity/Penn Medicine core values.
  • Communications plans are effectively implemented.
  • Ensures appropriate follow‑up of major issues.
  • Manages routine and crisis communications throughout the entity/community as they arise.
  • Demonstrates recognition of the systemic impact of employee communication and/or policy changes and solicits proactive feedback prior to implementation.
• Financial Management:
  • Employee Payroll – Review, edit, approve all timecards bi‑weekly; review overtime utilization and manage appropriately; manage employee and physician schedules and time‑off requests.
  • Accountability for practice financials including expense and revenue variances, AR indicators and write‑offs; maintain understanding and find root causes for variances.
  • Ensure regional/practice operations fully utilize appropriate financial controls and are in compliance with federal, state, professional and local financial requirements.
  • Revenue Cycle Management – Provides practice revenue cycle management/oversight, including billing, coding, cash management, charge entry, and ensures alignment with all standards.
  • Managed Care/Payer Management – Support implementation of managed care contracts and operational processes.
  • Practice financial strategies & policies – supports operational and finance leadership teams in developing and implementing common financial systems and standards in a coordinated and efficient manner.
  • Practice budgeting and operating‑planning analysis – assists in the development and implementation of capital and operating budgets using system‑wide standards and processes; partners with entity leadership team in developing performance targets, reporting variances and creating remediation plans; coordinates facility renovations, improvement projects and purchase of equipment/furniture.
• Recruitment & Retention:
  • Selects practice staff who demonstrate professional requirements and UPHS core values.
  • Creates a work environment aligned with UPHS Core Values.
  • Ensures new hires receive adequate orientation and training to display competence.
• Performance Management:
  • Clearly defines work expectations.
  • Recognizes and rewards individuals for a job well done.
  • Addresses performance issues immediately and directly.
  • Conducts performance appraisals at introductory period and annually.
  • Ensures self and staff are compliant in mandatory trainings and competency assessments if applicable.
• Development:
  • Assists staff in addressing challenges and skill deficits.
  • Assigns work that uses staff skills and talents, provides responsibility and challenge, allows for creativity, and offers leadership opportunities.
  • Continually provides guidance and support to team members.
  • Encourages continuous growth and helps staff realize full potential by identifying stretch objectives and creating learning plans; development plans in place and reviewed annually.
• Organization Health:
  • Is easily accessible to physicians and staff members.
  • Establishes and ensures effective and ongoing communications.
• Workforce Planning:
  • When requested and appropriate, develops talent management and succession plans for current and future staffing needs.

Qualifications

• Associate’s Degree (Required)
• 7+ years of relevant experience, including at least 5 years prior management experience in a healthcare setting. (Required). Degrees may be considered in lieu of total experience. In lieu of completion of an Associate’s degree, candidates with 11+ years of total experience will be considered.
• Bachelor’s Degree (Preferred)

Benefits

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

Live Your Life’s Work

Equal Opportunity Statement

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.