Administrator Practice Operations-Fertility and Menopause Care Offices (Full Time, Days)

About the role

The Administrator Practice Operations of Penn Fertility Care Lancaster and Penn Menopause Care Centerville plays a critical leadership role in advancing women's health by ensuring exceptional patient care, operational excellence, and strategic program growth across two highly specialized practices.

Responsibilities

• Sets up and regularly meets with employees to improve communication and build productive relationships.
• Solicits feedback on how to improve performance and provides constructive feedback.
• 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.
• Personalizes time spent 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.
• Develops positive relationships with building owner, construction, township and other personnel, as needed.
• Supports leadership in partnering with affiliates to develop mutually beneficial clinical, operational and marketing programs.
• Interfaces with relative industry associations as a representative of the organization and to identify benchmarks.
• Identifies and participates in development activities as appropriate. Applies learning for improved performance. Demonstrates understanding and ownership of how his/her role contributes to achieving success.
• 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.
• Supports the creation of clinical effectiveness targets, improvement plans and reporting systems to ensure the delivery of high quality, effective and efficient patient care.
• Provides leadership to attain performance measurement and management system for key success elements: access, quality, service and value.
• Ensures all entity patient care related processes (patient registration/scheduling, medical records, clinical patient care, patient flow through office, etc) deliver high quality and efficient care to patients and their families.
• Provides hands-on coverage where needed and appropriate.
• Ensures practice environments of care are clean, safe and patient friendly.
• Ensures that teams and individuals have the clinical, information and organizational tools to serve our patients and customers effectively and efficiently.
• Resolves all patient/family concerns in a timely fashion.
• Proactively identifies problem areas, defines plan for solution, takes ownership of the plan, implements/monitors the plan’s effectiveness.
• Supports the creation of clinical effectiveness targets and strategies annually (part of budget process).
• Ensures all areas of accountability are compliant with all federal, state and local regulatory standards and requirements, including DOH, TJC, FDA, HIPAA, HCFA, DPW, OSHA and others for practices under their leadership.
• Complies with yearly education requirements including HIPAA, OSHA, Safety, and CLIA.
• Manages the audit/survey process for the practice(s).
• Partners with entity and practice leadership and proactively develops change management strategy for major organizational and practice activities and events.
• Implements change management strategy within the practice in alignment with entity/Penn Medicine objectives.
• Identifies and facilitates agreement of major messages which are consistent regardless of audience, credible and reflects entity/Penn Medicine core values.
• Communication plans are effectively implemented.
• Ensures appropriate follow-up of major issues.
• Manages routine and crisis communications throughout the entity/community as they arise.
• Demonstrates recognition of the systemic impact of employee communication and/or policy changes and solicits proactive feedback prior to implementation.
• Reviews, edits, approves all timecards bi-weekly, reviews overtime utilization and manages appropriately, manages employee and physician schedules and time off requests.
• Assists in the development and implementation of capital and operating budgets using system wide standards and processes.
• Partners with entity leadership team in developing performance targets, reporting variances and creating remediation plans.
• Coordinates facility renovations / improvement projects and purchase of equipment / furniture.
• Manages coverage in the practice to ensure adequate staffing for clinic operations.
• Manages the efficient usage and ordering of office supplies to ensure adequacy.
• On a regular basis, runs reports, analyzes data, and generates summary findings to communicate to stakeholders.
• Supports physicians in their research initiatives, such as ensuring compliance with the protocols and working together to implement research goals with clinic operations.
• Supports physicians for their academic involvement, such as CV/CME updates, credentialing, reimbursements, etc.
• Other Accountabilities: responsibilities may vary based on specific department/practice needs.
• Selects practice staff who can demonstrate both the professional requirements and UPHS core values.
• Creates a work environment that is aligned with UPHS Core Values.
• Ensures new hires are provided adequate orientation and training to display competence.
• Clearly defines work expectations.
• Recognizes and rewards individuals for a job well done.
• Addresses performance issues immediately and directly.
• Conducts performance appraisals at introductory period and annually.
• Ensures self and staff are compliant in mandatory trainings (KL) and competency assessments (if applicable).
• Assists staff in addressing challenges and skill deficits.
• Selects practice staff who can demonstrate both the professional requirements and UPHS core values.
• Creates a work environment that is aligned with UPHS Core Values.
• Ensures new hires are provided adequate orientation and training to display competence.
• Clearly defines work expectations.
• Recognizes and rewards individuals for a job well done.
• Addresses performance issues immediately and directly.
• Conducts performance appraisals at introductory period and annually.
• Ensures self and staff are compliant in mandatory trainings (KL) and competency assessments (if applicable).
• Assists staff in addressing challenges and skill deficits.
• Assigns work that uses staff skills and talents, provides responsibility and challenge, allows for creativity, and offers leadership opportunities.
• Continually provides guidance and support to team members.
• Encourages continuous growth and helps staff to realize full potential by identifying stretch objectives and creating learning plans.
• Development plans in place and reviewed annually.
• Is easily accessible to physicians, and staff members.
• Establishes and ensures effective and ongoing communications.
• When requested and appropriate, develop talent management and succession plans for current and future staffing needs.

Qualifications

• Bachelor of Arts or Science
• 2+ years Prior Customer Service experience

Skills

• Excellent communication skills
• Strong organizational and project management skills
• Ability to build and maintain strong relationships with internal and external partners
• Experience in healthcare operations and patient care
• Knowledge of regulatory standards and compliance requirements
• Proficiency in Microsoft Office Suite

Benefits

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.

Pay

Salary range: $60,000 - $80,000 per year

Schedule

Full Time 1.0FTE 40hrs/week