Entity: Clinical Practices of University of Pennsylvania

Department: Med Central

Location: Hospital of the University of Pennsylvania- 3400 Spruce St

Hours: Per Departmental Needs

Summary:

Working in collaboration, the Associate Director will be instrumental in developing and implementing initiatives between multiple locations and CPUP leadership to improve patient access and overall operations of the clinics in multiple locations. The incumbent will also provide leadership in the areas of: Care coordination with relevant diagnostic and supportive services; integration with multiple locations; efficient access management processes in coordination with referral sources; sustained patient satisfaction and quality initiatives for the disease-based programs.

Accountabilities:

Leadership on Operations, Clinical Management and Program Development

1. Serves as a core resource for the shared services.

2. Under the direction of senior leadership, works closely with departmental leadership ensuring a unified and effective approach to patient access initiatives. Ensures a sound operating model for communication and collaboration with referring physicians.

3. Ensures compliance with the CPUP Principles of Practice, as they may be amended from time to time, across the Center and Service Line.

4. Establishes and maintains a transparent and data-driven culture in managing operations and access by implementing patient pathway value stream improvement initiatives across the disease-based programs.

5. Serves as point coordinator and leader for select CPUP functions as required or needed. With other service line leaders, develops and standardizes metrics that facilitate communication and management by metric culture.

6. Establishes a working knowledge of management and clinical information systems (PennChart, etc.); effectively using these tools to monitor and improve work flow, revenue cycle performance, patient access and service performance.

7. Addresses interdepartmental barriers to delivery of care including staffing, equipment and facilities. Ensures that care delivery is consistent with policies and standards, federal and state laws and regulations, and accreditation requirements.

8. Accountable to Senior Director of Operations and stakeholder clinical departments for managing shared service expense and departmental outpatient visit budgets, and providing regular variance analyses.

Quality

1. Promotes continuous improvement and integration in methods of patient care delivery and operations. Establishes patient focused performance expectations by creating clearly defined performance goals and measures. Proactively implementing steps to maintain and improve quality of service for clinical staff, patients and visitors.

2. Integrates evidence-based patient safety principles in all practice activities/initiatives. Fosters a culture of safety, encouraging reporting of occurrences and near misses.

3. Work with leadership to develop and implement comprehensive plans for performance improvement programs. Facilitates integration of quality initiatives and activities across inpatient, outpatient and other entities.

4. Assures compliance with institutional and national practice standards, applicable laws and board policies. Keeps abreast of current regulatory standard; develops and/or implements plan to address changes in standards. Ensures efficient and supportive health care services to all patients.

Program Development and Support

1. Works with leadership as well as CPUP, HUP, and Departmental leadership as requested in developing programs, services, and initiatives across the Health System that anticipate future customer needs, build customer loyalty, and generate profitable growth.

2. Defines staffing requirements that are congruent with the mission and goals of the department. Ensures selection and utilization of qualified, competent personnel. Uses appropriate efficiency information/data (i.e., benchmarking, market analysis, program changes) to determine staffing requirements. Provides opportunities for staff growth within area of specialty, which is reflected in professional/performance plans.

Team Building and Professional Development

1. Develops credible, competent, accountable and responsive teams with clearly defined performance and outcome objectives. Ensures the team develops strategies to focus on the improvement of operating standards and achievement of intended results.

2. Creates and supports an environment which empowers and expects staff to: serve as ambassadors; participate in unit/department decisions; negotiate care needs of patients; contribute to the research agenda; accept responsibility for their contribution to the patient experience, their own growth and professional competencies.

3. Utilizes human resource management techniques to ensure employee engagement, retention and high morale.

4. Maintains exemplary relationships with staff using positive and constructive feedback, open lines of communication, and addressing daily operational issues.

Communication

1. Interfaces with senior leaders

2. Partners and/or leads the Operations Committee meetings, and execution of follow-up items as required.

3. Communicates with the staff regarding the department and Health System through information sharing at meetings, inservices, and distribution of minutes as appropriate

4. Maintains utmost communication with the department, Directors and Departmental leadership.

Education/Experience:

Required Bachelor's Degree - Health Care Administration, Business, Nursing or related

and 7+ years relevant experience, including at least 5 years prior management experience in a

healthcare setting. Advanced degrees may be considered in lieu of total experience.

Preferred Master's Degree - Health Care Administration, Business, Nursing or related field.