Manager of Operations Practice Support Ops

Penn Medicine; Philadelphia (Philadelphia County); On-site; USD 110,000 - 140,000; Full time

Job summary

Penn Medicine is seeking a Manager of Operations for the CPUP Float Pool to provide strategic and operational oversight for float pool resources supporting ambulatory practices across the enterprise. This role aligns staffing with priorities, optimizes deployment, and ensures high-quality support across clinical sites.

The manager will lead workforce planning, chargeback reporting, and demand analysis, partner with GHR on agency assignments, and drive staff engagement, training, and professional

Qualifications

• Bachelor's degree or higher in a healthcare-related field.
• Minimum 4 years of relevant experience, including at least 1 year in a management role in a healthcare setting.
• Degrees may be considered in lieu of total experience.

Responsibilities

• Directly supports practice managers in assigned region with float staffing for CPUP ambulatory sites.
• Ensure adequate coverage by staffing to workload and adjusting as needed.
• Leads the regional float team to cover vacancies as needed.
• Enforces all department policies and procedures.
• Develops and communicates new procedures and disseminates information to staff.

Skills

Healthcare operations management

Staffing and scheduling

Budgeting and financial analysis

Team leadership

Interdepartmental collaboration

Education

Bachelor's degree in Healthcare Administration or related field

4+ years relevant experience

Management experience in healthcare

Tools

CPUP float tool

HRIS

MS Office

Job description

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

• In collaboration with CPUP and Ambulatory leadership, the Manager of Operations for the CPUP Float Pool provides strategic and operational oversight for float pool resources supporting ambulatory practices across the enterprise. This role is responsible for aligning float pool staffing with organizational priorities, optimizing deployment strategies, and ensuring consistent, high-quality operational support across clinical sites.
• The Manager of Operations oversees float pool workforce planning, chargeback reporting, and demand analysis to support effective staffing decisions and financial accountability. Partners with GHR on agency assignments and monitoring. This role also drives team engagement initiatives, including retreats, recognition programs, and professional development opportunities, to foster a culture of connection, accountability, and high performance. Additionally, the Manager plays a key role in strategic planning for float pool growth, operational redesign, and process improvement in alignment with health system goals. The role will also provide interim leadership support in the absence of senior practice leadership and contributes to enterprise-wide planning and improvement efforts within ambulatory operations.

Responsibilities

• Directly supports practice managers in assigned region with medical assistant and patient services associate float staffing support within their assigned region.
• Ensure adequate coverage for the region's CPUP outpatient practices by staffing to workload and adjusting as needed.
• Leads the regional float team that covers unexpected practice manager, patient services associate or medical assistant vacancies. Covers unexpected vacancies unable to be filled by practice staff as needed.
• 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.
• 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.
• Hire, train, supervise, and evaluate staff members to ensure a competent and productive regional float workforce.
• Evaluate performance of direct reporting personnel. Prepare and present annual performance appraisals within allotted time frames to the applicable Manager for review.
• Responsible for onboarding including the CPUP PSA and MA orientation academy as part of the float pool's ongoing recruitment process.
• Responsible for ongoing educational seminars and training opportunities for float pool patient services associates and medical assistants.
• Collaborates with CPUP practice managers to identify new learning opportunities for float pool patient services associates and medical assistants to comply with annual and ongoing competencies.
• Identify new learning opportunities due to new practice equipment, supplies and/or workflow changes.
• Manages and triages float pool requests via CPUP's float tool according to staffing triage deployment guidelines.

Education or Equivalent Experience

• H.S. Diploma/GED (Required)
• 4+ years relevant experience, including at least 1 year prior management experience in a healthcare setting (Required)
• Degrees may be considered in lieu of total experience.

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.