Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

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Entity: Clinical Practices of University of Pennsylvania (CPUP)

Department: Med Central

Location: Hospital of the University of Pennsylvania – 3400 Spruce St

Hours: Per Departmental Needs – Full Time

Summary:

• Working in collaboration, the (Associate) Director will be instrumental in developing and implementing initiatives between multiple locations and CPUP leadership to improve patient access and overall operations of large multidisciplinary ambulatory facilities. Engage with practice administrators, managers and employees in delivering patient care services consistent with the Ambulatory Principles of Practice. Partners with functional areas to ensure a positive patient experience, and a clean and safe environment of care for practices to deliver care to patients. The incumbent will also provide leadership in the areas of: Care coordination with relevant diagnostic and supportive services; integration with multiple specialties; efficient access management processes in coordination with referral sources; sustained patient satisfaction and quality initiatives for the disease-based programs.

Responsibilities:

Leadership on Operations, Clinical Management and Program Development

• Serves as a core resource for the shared services. Directly oversees Central Registration, Ambassador, Transport and CPUP Multispecialty practice.

• Under the direction of senior leadership, works closely with departmental leadership ensuring a unified and effective approach to patient access initiatives. Ensures a sound operating model for communication and collaboration with referring physicians.

• Ensures compliance with the CPUP Principles of Practice, as they may be amended from time to time, across the site. Act as liaison between CPUP/PSP/PPC & Hospital partners and services to continue to develop and grow the patient experience in our sites/regions.

• Establishes and maintains a transparent and data-driven culture in managing operations and access by implementing patient pathway value stream improvement initiatives across the disease-based programs.

• Serves as point coordinator and leader for select CPUP functions as required or needed. With other service line leaders, develops and standardizes metrics that facilitate communication and management by metric culture.

• Establishes a working knowledge of management and clinical information systems (PennChart, etc.); effectively using these tools to monitor and improve work flow, revenue cycle performance, patient access and service performance.

• Addresses interdepartmental barriers to delivery of care including staffing, equipment and facilities. Ensures that care delivery is consistent with policies and standards, federal and state laws and regulations, and accreditation requirements.

• Accountable to AED and stakeholder clinical departments for managing shared service expense and departmental outpatient visit budgets, and providing regular variance analyses.

• Maintain a standard package of Ambulatory KPIs with regular reporting to the PMCH Leadership Team(s) and associated committees, and serve as an ambulatory data subject matter expert to advise the AED & consult with Department Directors on growth/space opportunities.

• Assist in preparing business plans and budgets for new projects, manage and revise business plans and budgets as needed. Work across Departments, Health System Service Lines, Corporate services and entity Finance team to support business development efforts

Quality

• Promotes continuous improvement and integration in methods of patient care delivery and operations. Monitor and report on facility based performance metrics (such as volume, profitability, access, patient flow, and patient satisfaction) and analyze data to identify opportunities for improvement.

• Integrates evidence-based patient safety principles in all practice activities/initiatives. Fosters a culture of safety, encouraging reporting of occurrences and near misses.

• Work with leadership to develop and implement comprehensive plans for performance improvement programs. Facilitates integration of quality initiatives and activities across inpatient, outpatient and other entities.

• Assures compliance with institutional and national practice standards, applicable laws and board policies. Keeps abreast of current regulatory standard; develops and/or implements plan to address changes in standards. Ensures efficient and supportive health care services to all patients.

• Serve as a site lead for Business Continuity improvement projects • Maintain a presence in PMCH to monitor EOC, and ensure permanent and temporary signage are clear for patients to navigate to where they are going

Program Development and

• Works with leadership as well as CPUP, PSP/PPC, Hospital and Departmental leadership as requested in developing programs, services, and initiatives across the Health System that anticipate future customer needs, build customer loyalty, and generate profitable growth. Partner in assessing space and utilization to make informed growth decisions.

• Defines staffing requirements that are congruent with the mission and goals of the department. Ensures selection and utilization of qualified, competent personnel. Uses appropriate efficiency information/data (i.e., benchmarking, market analysis, program changes) to determine staffing requirements. Provides opportunities for staff growth within area of specialty, which is reflected in professional/performance plans.

Team Building and Professional Development

• Create and maintain a culture that promotes collaboration, integration and innovation, and is focused on providing a superior experience for patients, providers and staff. Communicate patient satisfaction efforts and metrics to staff and faculty on a regular basis and spearhead efforts to improve performance in meeting and exceeding patient expectations.

• Coordinate with marketing team to develop strategies to improve patient experience, outreach, and performance"

• Creates and supports an environment which empowers and expects staff to: serve as ambassadors; participate in unit/department decisions; negotiate care needs of patients; contribute to the research agenda; accept responsibility for their contribution to the patient experience, their own growth and professional competencies.

• Engage Human Resources and PMA partners in assessing the needs for on-going training (patient experience, IT optimization, scheduling and other work flows, etc.).

• Facilitate change management and ensure all departments are receiving the appropriate support.

• Maintains exemplary relationships with staff using positive and constructive feedback, open lines of communication, and addressing daily operational issues.

• Coordinate with marketing team to develop strategies to improve patient experience, outreach, and performance

Communication

• Interfaces with senior leaders (internal and external community leaders)

• Partners and/or leads the Operations Committee meetings, and execution of follow-up items as required.

• Communicates with the staff regarding Health System & site/region-specific initiatives and information by sharing at meetings, in- services, and distribution of minutes as appropriate

• Maintains utmost communication with the department, Directors and Departmental leadership.

• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures

• Other duties as assigned to support the unit, department, entity, and health system organization

Credentials:

Education or Equivalent Experience:

• Bachelor's Degree Health Care Administration, Business, Nursing or related field And 7+ years Relevant experience, including at least 5 years prior management experience in a healthcare setting. Advanced degrees may be considered in lieu of total experience. (Required)

• Master's Degree Health Care Administration, Business, Nursing or related field (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.

Live Your Life's Work

We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.

REQNUMBER: 232052