Practice Manager

Penn Medicine, University of Pennsylvania Health System; Philadelphia (Philadelphia County); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Comprehensive benefits program

Prepaid tuition assistance program

Job summary

Penn Medicine, University of Pennsylvania Health System is seeking a healthcare manager to oversee daily operations at the Dickens Center MAPS in Philadelphia. The role involves managing staff, ensuring quality patient care, and maintaining regulatory compliance.

A successful candidate will have a strong background in healthcare management, excellent communication skills, and a commitment to quality improvement initiatives. This position offers competitive benefits and an opportunity to make a significant impact in patient care.

Qualifications

• 4+ years of relevant experience, including at least 1 year in management.
• Understanding of healthcare regulations and compliance.
• Strong leadership and interpersonal skills.

Responsibilities

• Manage daily operations and staff in healthcare setting.
• Ensure compliance with regulatory standards.
• Oversee patient scheduling and coordination of services.
• Develop and implement strategic planning processes.

Skills

Communication

Leadership

Patient Care

Regulatory Compliance

Education

H.S. Diploma/GED

Associate of Arts or Science

Job description

Overview

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 Practices of University of Pennsylvania

Department: Dickens Center MAPS

Location: 3400 Spruce St

Hours: Per Departmental Needs

Scope

• 10+ staff directly and indirectly managed
• 15,000+ budgeted annual visits; Complexity Factors (may likely involve some of the following factors of practice complexity): multiple practice locations, high practice/facility square footage, service line oversight, coordination of inpatient services, coordination of care across several departments/entities, academic involvement (research initiatives, resident program), special clinical programs, multiple clinical specialties, complex regulatory requirements, management of external partnerships/collaborations.

Daily Practice Operations

• patient scheduling, billing, and coordination of services/facilities
• providing quality care to patients; championing quality initiatives with the 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/accountability for physicians and staff as 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 acts as point person for general facility management
• managing (directly and indirectly) practice staff

Responsibilities

• Internal Relationships: Employees – regularly meets with employees to improve communication and to build productive relationships (staff and physicians); solicits feedback on how to improve performance and provides constructive feedback. Employee Communication – continuously communicates to physicians and 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. Internal Partnerships – as requested, work with leadership, clinical leadership, affiliates and suppliers 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 department, entity, and practice leadership and staff.
• External Relationships: Customer Relations – personally spends time with staff, physicians, patients, and patient families to understand their needs and expectations, build relationships and gauge patient/customer satisfaction. Ensures patient and customer satisfaction through comprehensive and continuous measurement of customer satisfaction for all key customer groups. Facility Management – develops positive relationships with building owner, construction, township and other personnel as needed. Clinical Service Groups & Product Service Lines – as requested/needed, supports leadership in partnering with affiliates to develop mutually beneficial clinical, operational and marketing programs. Professional Associations & Benchmarking – as requested/needed, interfaces with relative 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 success; demonstrates 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; participates in entity and department-wide initiatives for patient/employee safety.
• Strategic Planning Processes: May require collaboration with department and entity leadership in implementing strategic plan and budget; as requested/needed participate in 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 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; ensures 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 plan, implements/monitors plan’s effectiveness.
• Clinical Effectiveness and Quality Improvement: Supports creation of clinical effectiveness targets, improvement plans and reporting systems to ensure delivery of high quality, effective and efficient patient care; supports leadership to attain performance measurement and management system for key areas: access, quality, service and value; provides leadership to attain clinical effectiveness targets and strategies annually.
• Regulatory Compliance: Ensures compliance with all federal, state, local regulatory standards and requirements, including DOH, TJC, FDA, HIPAA, HCFA, DPW, OSHA and others for practices under their leadership; complies with yearly education requirements including HIPAA, OSHA, Safety and CLIA; manages audit/survey process for the practice(s) when applicable.
• Change Management: Provides support to entity and practice leadership to proactively develop change management strategies for major organizational and practice activities and events; implements change management strategy within the practice in alignment with entity/UPHS objectives; ensures communication plans are effectively implemented; ensures appropriate follow-up of major issues; manages routine and crisis communications throughout the practice/community; 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 including write‑offs; maintain understanding and find root causes for variances. Entity compliance and management control – ensure regional/practice operations fully utilize appropriate financial controls and are in compliance with federal, state, professional and local financial requirements. Revenue cycle management – provide practice revenue cycle management/oversight; ensure practice alignment with all standards. Managed care/payer management – support implementation of managed care contracts and operational processes.
• Business Development: Practice financial strategies & policies – support 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 – assist in development and implementation of capital and operating budgets using system-wide standards and processes. Partners with department, practice leadership and entity leadership team in developing performance targets, reporting variances and creating remediation plans.
• Additional Duties: Practice schedules – manage coverage in the practice to ensure adequate staffing for clinic operations. Office supplies – manage efficient usage and ordering of office supplies. Reporting – run reports, analyze data and generate summary findings to communicate to stakeholders. Research – support physicians in research initiatives, ensuring protocol compliance. Academic – support physicians for academic involvement, such as CV/CME updates, credentialing, reimbursements.
• Recruitment & Retention: Select practice staff who demonstrate professional requirements and UPHS core values; create a work environment aligned with UPHS core values; ensure new hires receive adequate orientation and training.
• Performance Management: Define work expectations; recognize and reward individuals for a job well done; address performance issues immediately; conduct performance appraisals annually; ensure compliance with mandatory trainings and competency assessments.
• Professional Development: Assist staff in addressing challenges and skill deficits; assign work that uses staff skills and talents; provide responsibility and challenge; encourage continuous growth and help staff realize full potential by identifying stretch objectives and creating learning plans.
• Organizational Health: Make environment accessible to physicians and staff; establish and ensure effective, ongoing communication; workforce planning – develop talent management and succession plans for current and future staffing needs.

Requirements

• H.S. Diploma/GED (Required), Associate of Arts or Science (Preferred)
• Equivalent experience: 4+ years of relevant experience, including at least 1 year prior management experience in a healthcare setting; degrees may be considered in lieu of total experience.

Benefits

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

Equal Opportunity Employer

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.