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Penn Medicine, University of Pennsylvania Health System · 1 day ago

Sr Director of Regional Operations

Bala-Cynwyd, PA

Full-time

Hybrid

Director/Executive

10+ years exp

Penn Medicine is dedicated to providing the highest level of care to patients while conducting innovative research and educating future leaders in medicine. The Sr. Director of Regional Operations will lead regional ambulatory operations, ensuring quality patient care and operational efficiency across multiple practice sites.

BiotechnologyEducationHealth CareMedicalTraining

Responsibilities

Operations Planning & Change Management Partners with ACOO and specialty leads in establishing annual operating priorities, implementation plans, and measures of success Provides input for the development of PPC/PSP strategic plan and budget Participates in the development of strategic capital and other resource priorities, and manages them to achieve maximum benefit to PPC/PSP Proactively develops change management strategies for major organizational activities and programs

Clinical Operations – In partnership with Regional Medical Director Responsible for all clinical operation as executed by clinical and operational leadership within the region Oversees 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 PPC/PSP for scheduling, registration or medical care 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 Regional Medical Directors and Finance 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

Financial Management: Value of Care Delivery Assumes overall accountability for financial performance across the assigned primary care and specialty practices. Holds practice operational and physician leadership accountable, where and when necessary, to meet established goals. Partners with physician and financial leadership teams in developing performance targets, reporting variances and creating remediation plans. Ensures practices are aligned with all standards. Supports implementation of managed care contracts and operational processes. Communicates performance targets and expectations to practice leadership and provides support to help ensure success. Maximizes operational workflow in practices and ambulatory sites to ensure optimal utilization of the team. Redistributes resources based on needs. Maintains a comprehensive understanding of practice operations including: scheduling, registration, authorization/referral, and billing/coding functions. Monitors performance of practices and sites via scorecards, P&Ls, and key performance indicators (KPIs). Performs trend analysis and develops/implements required changes to meet desired goals. In partnership with revenue process team, optimizes accounts receivable processes and outcomes within each practice/area of accountability. With support from finance, manages the annual operating and capital budgets for practices, facilities and programs

Workforce Planning & Management Assures optimized staffing across sites, build capability to flex staff to locations for coverage Performs staffing analysis as needed to ensure adequate staffing in ambulatory and program settings Provides management of staff at all sites in coordination with Human Resources, standards, and guidelines Utilizes human resource management techniques to ensure employee engagement, retention, and high morale Responsible for talent acquisition activities 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

Team Creation and Development Develops and maintains strong internal relationships within the entity and across UPHS through open, timely, and direct communication. Spends deliberate time with staff and providers to understand needs and to build trust. Develops and maintains strong professional working relationships with external partners, including vendors, business affiliates, and other contracted services. Engages teams with appreciative inquiry by asking open-ended questions and sincerely listening to people’s responses to create an environment that fosters trust and transparency. Champions curiosity in effective meetings to brainstorm and discuss ideas, promotes participation, makes improvement the norm and provides the support needed to execute. Participates in and champions the recruitment process for management, provider, and staff positions identifying candidates that demonstrate professionalism and cultural fit. Directly supervises practice managers and other assigned employees holds direct reports accountable to standards of professionalism – leads by example. Develops staff by ensuring work expectations are clearly defined and communicated addressing performance issues and skill deficits immediately and professionally – managing staff to results and assigning work that uses staff skills/talents, provides responsibility and challenge, allows for creativity, and offers leadership opportunity. Develops, educates and coaches physician and management leaders relative to interpersonal skills serving to maximize employee and customer experiences, adherence and efficiency. Partners with Human Resources to create development plans for behavioral and/or performance competency improvement. Creates a learning culture, promotes psychological safety with all stakeholders, and proactively develops change management strategies for major organizational activities. Identifies and facilitates agreement of major messages which are consistent, equitable, credible and reflect core values

Regulatory Compliance & Quality and Patient Safety Ensures that care delivery is consistent with policies and standards, federal and state laws and regulations and accreditation requirements (Department of Health, etc.) 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 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 Ensures practices have adequate downtime procedures

Qualification

Lean Six Sigma CertificationHealthcare Management ExperienceChange Management InitiativesIntegrated Practice Management SoftwareFinancial Management SkillsRegulatory Compliance KnowledgeCPTICD-9 Coding KnowledgePurchasing Cycle UnderstandingExceptional Communication SkillsInterpersonal Skills

Required

Bachelor of Arts or Science

10+ years' experience including direct management experience – minimum 5-7 years

Experience implementing change management initiatives through the use of Lean, Six Sigma or another performance improvement methodology

Knowledge of the principles and practices of healthcare planning and management sufficient to manage, direct and coordinate the operation of large physician group practices

Knowledge of the medical environment, physician group practice, managed care, physician compensation, healthcare contracting and regulations, financial and operational systems

Must possess exceptional communication skills that will foster trust, mutual respect and positive staff and physician relations as well as being able to articulate a clear vision

Skill in exercising a high degree of initiative, judgment, creativity, discretion and decision-making to achieve organizational objectives

Strong interpersonal and relationship-building skills in a highly matrixed organization

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

Lean Six Sigma Certification

Master of Arts or Science

Leadership experience in a large integrated healthcare delivery system that uses an integrated practice management software system to register, schedule and bill patients

Benefits

Comprehensive compensation and benefits program

Prepaid tuition assistance programs

Company

Penn Medicine, University of Pennsylvania Health System

Glassdoor3.9

Penn Medicine is a world leader in academic medicine, setting the standard for cutting-edge research, compassionate patient care, and the education of future health care professionals.

Founded in 1765

Philadelphia, Pennsylvania, USA

10001+ employees