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Penn Medicine, University of Pennsylvania Health System · 3 days ago

Sr Director of Regional Operations

Princeton, NJ

Full-time

Hybrid

Director/Executive

Penn Medicine, University of Pennsylvania Health System is seeking a Sr. Director of Regional Operations to lead the regional ambulatory operations for Penn Primary Care and Penn Specialty Practices. This role involves providing operational and financial direction, ensuring quality and patient experience, and driving strategic initiatives across multiple practice sites.

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Hiring Manager

Maura Collins

Responsibilities

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

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

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

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

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

Qualification

Operational LeadershipFinancial ManagementChange ManagementRegulatory ComplianceWorkforce ManagementPatient ExperienceTeam DevelopmentCustomer ServiceCommunication SkillsInterpersonal Skills

Required

Experience in regional ambulatory operations leadership

Ability to partner with medical directors for operational and financial direction

Experience in operations planning and improvement

Knowledge of healthcare trends and strategies for workforce management

Experience overseeing multiple ambulatory practice sites

Ability to develop and implement continuous improvements

Experience in managing clinical operations and practice management teams

Ability to address interdepartmental barriers to care delivery

Experience in financial management and accountability for practice performance

Ability to develop performance targets and remediation plans

Experience in optimizing operational workflow and resource allocation

Knowledge of practice operations including scheduling, registration, and billing

Experience in workforce planning and management

Ability to ensure employee engagement and retention

Experience in talent acquisition and staff development

Ability to create strong internal and external relationships

Experience in team creation and development

Ability to ensure regulatory compliance and quality patient safety

Experience in implementing quality initiatives

Knowledge of Electronic Medical Records (EMR) and information systems

Company

Penn Medicine, University of Pennsylvania Health System

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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