Position: Senior Director Operations

Entity: Clinical Practices of University of Pennsylvania

Department: Med Hematology-Oncology

Location: Perelman Center for Advanced Medicine-3400 Civic Center Blvd

Hours: Full Time

Summary:

Reporting to the Associate Chief Administrative Officer (ACAO), the Senior Director of Operations is the ambulatory operations leader for the Division of Hematology and Oncology who partners with Physician, Nursing, Administration, HemOnc partners, and Operational leadership. The Senior DOO provides operational direction and oversight, operations planning and improvement, and assures quality and patient experience for all Division of HemOnc ambulatory practices, utilizing appropriate metrics to assess performance and develop/implement continuous improvements. Promotes and ensures collaborative teamwork between all site leaders and department stakeholders (Revenue Cycle, Human Resources, Information Services, Real Estate and Design, Regulatory and Compliance, Risk Management) to combine expertise and operationalize the Division's strategic planning goals and initiatives. Responsible for maintaining awareness of current healthcare trends to develop innovative and competitive strategies for workforce management and retention, enhance patient experience, and optimize patient access. The Senior DOO will have direct and indirect oversight of all HemOnc CPUP ambulatory practice sites and Practice Administrators/Managers. Responsible for approximately 400 team members and 500,000 patient visits annually. The Senior DOO will serve as the Departmental liaison for HemOnc partners and be responsible for disseminating pertinent information affecting operations and patient care.

Responsibilities:

Operations Planning & Change Management:

• Partners with ACAO, and Divisional Leadership in establishing annual operating priorities, implementation plans, and measures of success.
• Provides input for the development of Divisions strategic plan and budget.
• Participates as a member of the Divisions Leadership in the development of strategic capital and other resource priorities and manages them to achieve maximum benefit to Division.
• Proactively develops change management strategy for major organizational activities and programs.

Clinical Operations:

• Responsible for all clinical operations as executed by ACAO, Divisional Leadership, Practice Administrators and Practice and Program Managers.
• Oversee the direction and execution of operations, ensures the practice management team coordinates all practice functions to provide smooth, integrated operations.
• Ensures unified and effective patient access initiatives that promote patient centered access to the Division for scheduling, registration or medical care o Addresses interdivisional barriers to delivery of care, including staffing, equipment, and facilities.
• Manages the implementation process for new business, expansion and/or moves to new practice sites.
• Develops, implements and monitors statistical reporting of key operation metrics, adjusts operations as needed to maintain peak performance.
• Establishes provider productivity standards in coordination with the Medical Directors, Administrators.
• Develops policies and procedures to reduce cancellations, bumps, no-show rates, and new patient appointment lag time.
• Proactively pursues opportunities to improve the delivery of superior customer service, address patient complaints.
• Facilitates regular and consistent system communication with all stakeholders, promotes dialogue.
• Manages relationships with all practices to ensure positive working environment and intervenes appropriately when issues arise.

Workforce Planning & Management:

• Assures optimized staffing across sites, build capability to flex staff to locations for coverage.
• Perform staffing analysis as needed to ensure adequate staffing in ambulatory and program settings o Provide management of staff at all sites in coordination with Human Resources, standards, and guidelines to Utilize human resource management techniques to ensure employee engagement, retention, and high morale.
• Responsible for talent acquisition submission of position justification, job posting, recruitment process, onboarding.
• Ensures mandatory education compliance, evaluations, and training.
• Promotes staff development through performance evaluation, coaching, identifying development goals, and arranging educational opportunities that enhance and encourage continued professional growth among staff.
• Creates and supports an environment which empowers and expects staff to: serve as ambassadors participate in unit/divisional decisions, negotiate care needs of patients accept responsibility for their contribution to the patient experience, their own growth and professional competencies.
• Serves as a role model in all aspects of job performance, embodying a culture of caring, commitment, integrity, and teamwork.

Revenue Cycle:

• Strives to maximize financial performance of the clinics through the development and implementation of management techniques to optimize revenue and control costs.
• Provides regular communication and feedback to ACAO and divisional finance team on financial matters impacting division budgets.
• Manage aspects of budget, cost, and session allocation.
• Partner with Financial Analyst to perform impact analyses of actual or proposed changes in payment methodologies, (i.e., APC, MAPS, RVU updates, fee schedules).

Regulatory Compliance & Quality and Patient Safety:

• Ensure that care delivery is consistent with policies and standards, federal and state laws and regulations and accreditation requirements (Joint Commission, Department of Health, etc.).
• Ensures compliance with the Principles of Practice.
• Supports and provides leadership to ensure practices implement and achieve quality initiatives.
• Ensures that all divisional patient care related processes deliver high quality care to patients and their families, that these processes are efficient, effective and streamlined, and are re-engineered when necessary.
• Fosters a culture of safety, encouraging the reporting of occurrences and near misses.
• Collaborates with Risk Management to manage patient behaviors and/or discharges.

Electronic Medical Records (EMR) & Information Systems:

• Supports and provides leadership to ensure practices implement and effectively utilize the EMR.
• Ensures compliance with HIPAA, record filing practices, and all related policies.
• Facilitates a review of the technology infrastructure for continuity of practice operations.
• Ensure practices have adequate downtime procedures.

Education or Equivalent Experience:

• Bachelor of Arts or Science and 10+ years including direct management experience - minimum 5-7 years (Required). Health care management experience preferred - at least 2 years.
• Master of Arts or Science and leadership experience in a large integrated healthcare delivery system that uses an integrated practice management software system to register, schedule and bill patients (Preferred).
• Basic understanding of CPT and ICD-9 coding, third-party payer billing processes, pre-certification requirements, and the overall revenue cycle (Required).
• Solid understanding of the purchasing cycle (quote, requisition, purchase order, invoice, payment) and experience using ordering systems (Preferred).

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.

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