Senior Practice Manager

Summary of Accountabilities

In collaboration with leadership, the Senior Practice Manager 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:

• 15+ = # of staff directly and indirectly managed
• 20,000+ = # 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.

Accountabilities

• Internal Relationships:
• Solicits feedback on how to improve performance and provides constructive feedback.
• Continuously communicates to physicians, and staff the importance of patient satisfaction, quality of care, and sound financial performance; and champions our successes and priorities for improving performance in meeting and exceeding patient and customer expectations.
• Supports 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:
• 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.
• Clinical Service Groups & Product Service Lines:
• 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.
• 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.
• Participates in Entity and Department wide initiatives for Patient / Employee safety Strategic Planning Processes.

Financial Management

• Employee Payroll – Review, edit, approve all timecards bi-weekly; review overtime utilization and manage appropriately, manage employee and physician schedules and time off requests.
• Accountability - for Practice financials including: Practice expense and revenue variances, AR indicators including writeoffs; maintain understanding and find root causes for variances.
• Entity Compliance and Management Control - Ensure regional/practice operations fully utilize appropriate financial controls and are in compliance with Federal, State, Professional and local financial requirements.
• Revenue Cycle Management – Provides practice revenue cycle management/oversight, including billing, coding, cash management, charge entry, etc. Ensure practice alignment with all standards.
• Managed Care/Payer Management – Support implementation of managed care contracts and operational processes.
• Practice Financial Strategies & Policies- Supports the Operational and Finance Leadership teams in developing and implementing common financial systems and standards in a coordinated and efficient manner.
• Practice Budgeting and Operating Planning Analysis - Assists in the development and implementation of capital and operating budgets using system wide standards and processes.
• Partners with practice leadership team in developing performance targets, reporting variances and creating remediation plans.
• Coordinates facility renovations / improvement projects and purchase of equipment / furniture.