Senior Practice Manager

Position Summary

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.

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

• Personal spending 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.
• Develops positive relationships with building owner, construction, township and other personnel, as needed.

Accountabilities

• 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

Qualifications

• Associates Degree and 6+ years Relevant experience required, including at least 3 years prior management experience in a healthcare setting.