Pennsylvania Medicine

Director Ambulatory Workforce and Access Operations

Pennsylvania Medicine$120K — $145K *
Healthcare
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Bachelors degree in relevant field required; Masters preferred.
  • 5+ years in healthcare hospital/ambulatory practice management.
  • 8+ years in front end Revenue Cycle experience required.
  • 2+ years in EPIC hospital/Physician Revenue Cycle experience preferred.
  • Proven leadership and communication skills across all organizational levels required.
  • Strong analytical skills to identify process improvement trends required.

Responsibilities

  • Lead centralized registration model design and implementation across CPUP practices.
  • Oversee growth and standardization of centralized Patient Service Associate functions.
  • Drive the adoption of mobile arrival for patient check-in to improve efficiency.
  • Lead enhancements for centralized and virtual check-out processes.
  • Direct initiatives to standardize and streamline ambulatory operations across all sites.
  • Execute workforce planning strategies for clinical and non-clinical teams.
  • Manage clinical float pool operations to optimize staffing and service delivery.

Benefits

  • Opportunities for professional development and growth.
  • Access to innovative patient-facing technologies.
  • Support for workforce engagement and retention programs.
  • Comprehensive onboarding and training programs.
Full Job Description
Entity: Clinical Practices of the University of Pennsylvania (CPUP)

Department: CPUP Admin

Location: Philadelphia, PA

Hours: Full-Time

Summary:
  • The Director, Ambulatory Workforce and Access Operations is a strategic and operational leader within CPUP Administration responsible for advancing a centralized registration model and optimizing workforce deployment across a large, complex ambulatory enterprise comprising 19 academic departments and 250+ ambulatory practices.
  • This role leads the development and expansion of centralized patient access functions including registration, check-in, and check-out while driving workforce planning strategies for both clinical and non-clinical staff. The Director plays a critical role in enhancing patient experience, improving operational efficiency, and supporting scalable growth through standardized processes, digital innovation, and effective staffing models
  • This role will be responsible for the planning, organizing and directing of all activities associated with the front end of the revenue cycle for services in the CPUP outpatient ambulatory services in accordance with established Schedgistration principles.
  • The Director is responsible for the organization, control and management of customer service, quality assurance, management reporting, budgetary requirements, compliance, records management, registration, eligibility, point of service collection, payer information, employee system training and EPIC application support. The role will focus on quality, customer service, employee engagement and the use of economies of scale throughout CPUP locations.
  • Essential functions include but not limited to: Personnel management within budgetary requirements; participating in the development, implementation and review of departmental operating plan and developing and implementing a plan for future departmental growth.

Responsibilities:
Central Registration Strategy & Ambulatory Operations
  • Lead the design, implementation, and expansion of a centralized registration model across CPUP ambulatory practices.
  • Oversee the growth and standardization of centralized Patient Service Associate (PSA) functions, ensuring consistent, high-quality patient access experiences.
  • Drive adoption of mobile arrival as the primary patient check-in method, reducing front-desk congestion and improving throughput.
  • Lead expansion of centralized check-out and virtual check-out capabilities to streamline patient departure workflows.
  • Oversee and optimize patient scheduling ticket processes to enhance self-service and access.
Ambulatory Transformation & Standardization
  • Direct CPUP ambulatory-wide initiatives to transition ambulatory sites to centralized registration workflows.
  • Partner with operational and clinical leaders to ensure successful change management, adoption, and sustainment of standardized processes.
  • Identify opportunities to improve efficiency, reduce variability, and enhance patient flow across all sites.
Workforce Planning & Clinical Float Pool Oversight
  • Develop and execute workforce planning strategies across clinical and non-clinical ambulatory teams.
  • Oversee a centralized float pool of Registered Nurses (RNs), Licensed Practical Nurses (LPNs), and Medical Assistants (MAs), ensuring optimal deployment to meet operational needs.
  • Provide leadership to a Clinical Manager responsible for day-to-day float pool operations.
  • Align staffing models with patient demand, access goals, and financial targets.
Leadership & Team Oversight
  • Directly manage: Clinical Manager (Float Pool), Operations Manager, Operations Supervisor
  • Provide strategic oversight for PSA teams and centralized registration staff.
  • Foster a high-performing, service-oriented culture focused on accountability, collaboration, and continuous improvement.
Patient Experience Strategy
  • Lead the entity's ambulatory patient experience program, ensuring alignment with organizational goals.
  • Develop and implement strategies to improve patient satisfaction, access, and ease of navigation.
  • Monitor patient experience metrics and drive targeted improvements across registration and access touchpoints.
Onboarding, Training & Workforce Development
  • Oversee onboarding and training programs for but not limited to ambulatory managers and patient service associates along with additional CPUP standard role onboarding needs.
  • Ensure consistent education on centralized workflows, patient experience standards, and digital tools (e.g., mobile arrival, virtual check-out).
  • Develop career pathways and competency models to support workforce engagement and retention.
Digital Innovation & Access Optimization
  • Partner with IT and digital teams to enhance adoption of patient-facing technologies.
  • Monitor and improve utilization of mobile arrival, virtual check-out, and digital scheduling tools.
  • Leverage data and analytics to inform decisions and track performance.
Education or Equivalent Experience:
  • Bachelors degree (Required)
  • 5+ years' healthcare hospital/ambulatory practice management experience (Required)
  • 8+ years' front end Revenue Cycle experience (Required)
  • 2+ years' experience in an EPIC hospital and/or Physician Revenue Cycle experience (Required)
  • Must have successful practice management/hospital operation management, systems and process implementation as well as proven leadership abilities, organizational skills and the ability to communicate effectively at all levels (Required)
  • Strong analytics required to identify trends for process improvements and denial mitigation (Required)
  • Drivers license (Required)
  • Masters degree and 10+ years healthcare/ambulatory practice management (Preferred)

About Pennsylvania Medicine

The University of Pennsylvania is a private Ivy League research university in Philadelphia. It is the fourth-oldest institution of higher education in the United States and is ranked among the highest-regarded universities by numerous organizations and scholars. While the university dates its founding to 1740, it was created by Benjamin Franklin and leading Philadelphia citizens in 1749 . The University has four undergraduate schools as well as twelve graduate and professional schools. Schools enrolling undergraduates include the College of Arts and Sciences, the School of Engineering and Applied Science, the Wharton School, and the School of Nursing. Among its highly ranked graduate schools are its law school, whose first professor wrote the first draft of the United States Constitution, its medical school, the first in North America, and Wharton, the first collegiate business school. Penn's endowment is US$20.7 billion, putting it amongst the wealthiest academic institutions in the world, and its 2019 research budget was $1.02 billion. Penn was one of nine colonial colleges chartered before the U.S. Declaration of Independence when Benjamin Franklin, the university's founder and first president, advocated for an educational institution that trained leaders in academia, commerce, and public service. The campus, in the University City neighborhood of Philadelphia, is centered around College Hall, and notable landmarks are Houston Hall, the first modern "student union", and Franklin Field, the first double-decker college football stadium. Penn also is the home of the Morris Arboretum, the official arboretum of the Commonwealth of Pennsylvania, which is located 15 miles northwest of the campus, in the Chestnut Hill section of Philadelphia. The university's athletics program, the Quakers, fields varsity teams in 33 sports as a member of the NCAA Division I Ivy League conference.
Learn more about Pennsylvania Medicine

Similar Jobs

More Jobs at Pennsylvania Medicine

More Healthcare Jobs

Find similar Director Ambulatory Workforce and Access Operations jobs: