Administrator Practice Operation

3 weeks ago

Philadelphia, United States Penn Medicine Full time

**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.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Entity: Penn Primary Care (PPC) and Penn Specialty Practices (PSP)

Department: PPC Gary Dorshimer MD Internal Medicine

Location: 800 Walnut

Hours: Per Departmental Needs

Summary:
In collaboration with leadership, the Administrator, Practice Operations provides strategic operational leadership and direction in regards to all administrative, financial, regulatory, quality, human resources, patient/employee satisfaction, and clinical aspects for the following scope:

- 20+ = # of staff directly and indirectly managed
- 25,000+ = # of budgeted annual visits
- Complexity Factors (will involve some of the following factors of practice complexity): multiple practice locations, high practice/facility square footage, service line oversight, coordination of inpatient services, coordination of care across several departments/entities, academic involvement (research initiatives, resident program), special clinical programs, multiple clinical specialties, complex regulatory requirements, management of external partnerships/collaborations.

Ensures management of daily practice operations run efficiently and effectively - including:

- patient scheduling, billing, and coordination of services/facility(ies).
- providing quality care to patients; championing quality initiatives with the providers and staff
- maintaining a patient/customer focus as evidenced by patient satisfaction scores and other indicators
- achieving financial goals related to budget;
- offering a collaborative work environment that values professional ownership/accountability for physicians and staff as demonstrated through retention and engagement/satisfaction scores
- regularly reviewing work processes to ensure efficiency of work flow, including implementation of technology and best practices;
- complying with regulatory requirements
- serving as liaison to embedded specialists, external stakeholders, other UPHS providers, and acts as point person for general facility management.
- managing (directly and indirectly) practice staff

**Responsibilities**:

- Internal Relationships: Employees - Regularly meets with employees to improve communication and to build productive relationships. Solicits feedback on how to improve performance and provides constructive feedback. Employee Communication - Continuously communicates to physicians, and staff the importance of patient satisfaction, service excellence, quality of care, and sound financial performance
- and champions our successes and priorities for improving performance in meeting and exceeding patient and customer expectations. Internal Partnerships - Works with entity leadership, clinical leadership, other UPHS owned or affiliated programs in developing programs, services and initiatives to anticipate future customer needs, build customer loyalty and generate profitable growth. Participates in operational integration of programs by ensuring alignment of communication with Penn Medicine Leadership, practice Leadership and staff.
- External Relationships: Customer Relations - Personally spends time with staff, physicians, patients, and patient families, to understand their respective needs and expectations, to build relationships, and to gauge patient/customer satisfaction. Ensures patient and customer satisfaction through comprehensive and continuous measurement of customer satisfaction for all key customer groups. Facility Management: Develops positive relationships with building owner, construction, township and other personnel, as needed. Clinical Service Groups & Product Service Lines - Supports leadership in partnering with affiliates to develop mutually beneficial clinical, operational and marketing programs. Professional Associations & Benchmarking - Interfaces with relative industry associations as a representative of the organization and to identify benchmarks. Development - Identifies and participates in development activities as appropriate. Applies learning for improved performance.
- General Accountabilities: Demonstrates understanding and ownership of how his/her role contributes to achieving success. Demonstrates a personal commitment to ensuring a clean and safe working environment for patients and employees. Uses resources wisely. Strives to understand and value differences in others’ race, gender, nationality, and age - modifies interactions as needed to accommodate diverse needs of the patient/family. Participate

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