Pennsylvania Medicine

Senior Director Operations

Pennsylvania Medicine • $150K — $180K *
Philadelphia, PA 19120In-Person
Healthcare
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor of Arts or Science required
  • 10+ years of experience in management with at least 5-7 years in a direct management role
  • Preferred 2 years of healthcare management experience
  • Master's Degree preferred
  • Experience in a large integrated healthcare delivery system with integrated practice management software
  • Understanding of CPT and ICD-9 coding, third-party billing processes, and overall revenue cycle

Responsibilities

  • Lead operational planning and improvement for the Department of Medicine
  • Oversee clinical operations across multiple ambulatory practice sites
  • Implement and manage workforce planning to ensure optimal staffing
  • Maximize financial performance through revenue optimization and cost control
  • Ensure compliance with healthcare regulations and quality initiatives
  • Promote effective communication and collaboration among stakeholders
  • Support and lead the implementation of electronic medical records systems

Benefits

  • Comprehensive compensation and benefits program
  • Prepaid tuition assistance program
  • Employee engagement in Penn Medicine's mission
  • Focus on employee health and well-being
  • Opportunities for professional development and growth
Full Job Description
Entity: Clinical Practices of the University of Pennsylvania (CPUP)

Department: Psychiatry

Location: Penn Behavioral Health- 3535 Market St. Philadelphia

Hours: Full-Time

Summary:
  • Reporting to the Chief Operating Officer (COO), the Senior Director of Operations is the ambulatory operations leader for the Department of Medicine who partners with the Director of Nursing (DON), Divisional Administrators (DDA), Director of Operations (DOO), Associate Director of Operations (ADOO) and Clinical Operations Administrators (COA). The Senior DOO provides operational direction and oversight, operations planning and improvement, and assures quality and patient experience for all DOM 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 Department'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 over seven ambulatory practice sites, DOO(s) ADOO(s), COA(s) and Practice Administrators and Managers. Responsible for approximately 675 active providers, operations of 13 divisions, over 1,200 staff and approximately 665,000 patient visits annually. The Senior DOO will serve as the Departmental liaison for Service Line practices under DOM and be responsible for disseminating pertinent information affecting operations and patient care.

Responsibilities:
  • Operations Planning & Change Management
    • Partners with COO, and DDAs in establishing annual operating priorities, implementation plans, and measures of success o Provides input for the development of Department strategic plan and budget o Participates as a member of the Department Leadership in the development of strategic capital and other resource priorities, and manages them to achieve maximum benefit to Department o Proactively develops change management strategy for major organizational activities and programs
  • Clinical Operations
    • Responsible for all clinical operation as executed by DOOs, ADOs, COAs, 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 Department for scheduling, registration or medical care o Addresses interdepartmental 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, DDAs
    • 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
    • Provide management of staff at all sites in coordination with Human Resources, standards, and guidelines
    • 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/department 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 o Provides regular communication and feedback to DDAs on financial matters impacting division budgets
    • Manage shared services budget, cost, and session allocation o Closely monitor A/R, charge capture and coding o 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 o Supports and provides leadership to ensure practices implement and achieve quality initiatives
    • Ensures that all department 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 o 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 o Ensure practices have adequate downtime procedures
Education or Equivalent Experience:
  • Bachelor of Arts or Science (Required)
  • 10+ years including direct management experience- (minimum 5-7 years) (Required)
  • Health care management experience- at least 2 years (Preferred)
  • Masters Degree (Preferred)
  • Leadership experience in a large integrated healthcare delivery system that uses an integrated practice management software system to register, schedule and bill patients • Basic understanding of CPT and ICD-9 coding, third-party payer billing processes, pre-certification requirements, and the overall revenue cycle • 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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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.
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* Ladders Estimates

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