Practice Manager

About the role

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.

Location and schedule

Delancey Medical Associates, Washington Square – 800 Walnut St; hours per departmental needs.

Scope and complexity

• Directly and indirectly manages 10+ staff
• Supports 15,000+ budgeted annual visits
• Practice complexity may include multiple locations, large facility footprint, service-line oversight, inpatient coordination, cross-departmental care, academic involvement (research initiatives, resident programs), special clinical programs, multiple clinical specialties, complex regulatory requirements, and external partnerships

Responsibilities

Internal Relationships

• Meets regularly with employees to improve communication, build productive relationships, and solicit feedback on performance
• Provides constructive feedback to physicians and staff
• Communicates the importance of patient satisfaction, quality of care, and sound financial performance; champions successes and improvement priorities
• Works with leadership, clinical leadership, affiliates, and suppliers to develop programs, services, and initiatives that anticipate future needs and build customer loyalty

External Relationships

• Spends time with staff, physicians, patients, and families to understand needs and expectations, build relationships, and gauge satisfaction
• Ensures patient and customer satisfaction through comprehensive measurement for all key customer groups
• Develops positive relationships with building owners, construction, township, and other personnel as needed
• Supports leadership in partnering with affiliates to develop clinical, operational, and marketing programs
• Interfaces with industry associations to identify benchmarks and represent the organization

General Accountabilities

• Demonstrates understanding and ownership of how the role contributes to organizational success
• Ensures a clean and safe working environment for patients and employees
• Uses resources wisely and values differences in race, gender, nationality, and age
• Participates in entity- and department-wide patient and employee safety initiatives

Strategic Planning Processes

• Collaborates with leadership to implement department/entity strategic plan, budget, and prescribed imperatives
• Participates in program development including analysis, resource planning, and space/facility management

Patient Care Processes

• Ensures patient registration/scheduling, medical records, clinical care, patient flow, and other processes deliver high-quality, efficient care
• Provides hands-on coverage where needed and appropriate
• Ensures clean, safe, and patient-friendly environments of care
• Ensures outsourced services meet agreed-upon standards
• Ensures teams have the clinical, information, and organizational tools to serve patients effectively
• Resolves patient/family concerns in a timely fashion
• Proactively identifies problem areas, defines solutions, takes ownership, implements/monitors effectiveness

Clinical Effectiveness and Quality Improvement

• Supports creation of clinical effectiveness targets, improvement plans, and reporting systems
• Supports leadership in attaining performance measurement and management systems for access, quality, service, and value
• Provides leadership to attain annual clinical effectiveness targets and strategies

Regulatory Compliance

• Ensures compliance with federal, state, and local regulatory standards (DOH, TJC, FDA, HIPAA, HCFA, DPW, OSHA, etc.)
• Complies with yearly education requirements including HIPAA, OSHA, Safety, and CLIA
• Manages audit/survey processes for the practice(s) where applicable

Change Management

• Supports leadership in developing change management strategies for major organizational and practice activities
• Implements change management strategy within the practice aligned with entity/UPHS objectives
• Ensures effective communication plans and follow-up of major issues
• Manages routine and crisis communications
• Recognizes systemic impact of employee communication and policy changes and solicits proactive feedback

Financial Management

• Reviews, edits, and approves all timecards bi-weekly; reviews overtime utilization and manages appropriately
• Manages employee and physician schedules and time-off requests
• Accountable for practice financials including expense and revenue variances, AR indicators, and write-offs
• Ensures regional/practice operations utilize appropriate financial controls and comply with financial requirements
• Provides practice revenue-cycle management/oversight and alignment with standards
• Supports implementation of managed care contracts and operational processes

Additional Duties (as assigned)

• Supports development and implementation of common financial systems and standards
• Assists in development and implementation of capital and operating budgets using system-wide standards
• Partners with leadership to develop performance targets, report variances, and create remediation plans
• Manages practice schedules to ensure adequate staffing
• Manages efficient usage and ordering of office supplies
• Runs and analyzes reports to assess practice efficiency and identify improvements
• Provides support to physicians for research initiatives (compliance, protocol implementation)
• Provides support for academic involvement (CV/CME updates, credentialing, reimbursements) where applicable

Recruitment & Retention

• Selects staff who demonstrate professional requirements and UPHS core values
• Creates a work environment aligned with UPHS core values
• Ensures new hires receive adequate orientation and training

Performance Management

• Defines work expectations and recognizes/rewards high performance
• Addresses performance issues immediately and directly
• Conducts annual performance appraisals
• Ensures self and staff are compliant with mandatory trainings and competency assessments

Development

• Assists staff in addressing challenges and skill deficits
• Assigns work that leverages skills, provides responsibility and challenge, allows creativity, and offers leadership opportunities
• Provides guidance and support; encourages continuous growth and helps staff realize full potential
• Creates and reviews development plans annually

Organization Health

• Is easily accessible to physicians and staff
• Establishes and ensures effective, ongoing communication

Workforce Planning

• Develops talent management and succession plans for current and future staffing needs when requested

Requirements

• High school diploma or GED (required)
• Associate of Arts or Science (preferred)
• 4+ years of relevant experience, including at least 1 year of prior management experience in a healthcare setting
• Degrees may be considered in lieu of total experience