Senior Practice Manager

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.

About the role

The Senior Practice Manager provides strategic operational leadership and direction for all administrative, financial, regulatory, quality, human resources, patient/employee satisfaction, and clinical aspects of Penn Family Medicine Southern Chester County. This role oversees 15+ staff (directly and indirectly) and manages a budget supporting 20,000+ annual visits. The position involves complexity factors such as multiple practice locations, high facility square footage, service line oversight, coordination of inpatient services, academic involvement, special clinical programs, and complex regulatory requirements.

Responsibilities

• Ensure efficient and effective daily practice operations, including patient scheduling, billing, coordination of services, and facility management to provide quality patient care.
• Champion quality initiatives with providers and staff, maintaining a patient/customer focus as evidenced by satisfaction scores and other indicators.
• Achieve financial goals related to budget and offer a collaborative work environment that values professional ownership and accountability.
• Regularly review work processes to ensure efficiency, including implementation of technology and best practices.
• Comply with regulatory requirements and serve as liaison to embedded specialists, external stakeholders, and other UPHS providers.
• Manage practice staff directly and indirectly, fostering communication and providing constructive feedback.
• Support entity leadership in developing programs, services, and initiatives to anticipate customer needs and build loyalty.
• Personally engage with staff, physicians, patients, and families to understand needs and gauge satisfaction.
• Develop positive relationships with building owners, construction, township, and other external personnel.
• Support leadership in partnering with affiliates to develop clinical, operational, and marketing programs.
• Interface with industry associations to identify benchmarks and participate in development activities.
• Demonstrate commitment to a clean and safe working environment and use resources wisely.
• Support strategic planning processes, including developing and implementing 3-5 year strategic imperatives.
• Lead program development efforts, including analysis, resource planning, and space/facility management.
• Ensure high-quality and efficient patient care processes, including registration, scheduling, and clinical care.
• Resolve patient/family concerns in a timely manner and proactively address problem areas.
• Support clinical effectiveness targets, improvement plans, and reporting systems for high-quality care.
• Attain performance measurement and management systems for access, quality, service, and value.
• Ensure compliance with all federal, state, and local regulatory standards (e.g., DOH, TJC, HIPAA, OSHA).
• Manage the audit/survey process for practices, if applicable.
• Develop and implement change management strategies for major organizational activities.
• Manage employee payroll, including timecard approval, overtime utilization, and schedule management.
• Oversee practice financials, including expense/revenue variances, AR indicators, and root cause analysis.
• Ensure compliance with financial controls and managed care contract implementation.
• Provide revenue cycle management, including billing, coding, cash management, and charge entry.
• Support development and implementation of capital and operating budgets.
• Coordinate facility renovations, equipment purchases, and office supply management.
• Run reports, analyze data, and communicate findings to stakeholders for practice efficiency.
• Support physicians in research initiatives and academic involvement (e.g., CV/CME updates, credentialing).
• Recruit and retain practice staff who align with UPHS core values and provide adequate orientation.
• Define work expectations, recognize achievements, and address performance issues directly.
• Conduct performance appraisals and ensure compliance with mandatory trainings.
• Assist staff in skill development and provide leadership opportunities.
• Establish effective communication and workforce planning for current and future staffing needs.

Requirements

• Associate of Arts or Science (required) or Bachelor of Arts or Science (preferred).
• 6+ years of relevant experience, including at least 3 years of prior management experience in a healthcare setting.
• Degrees may be considered in lieu of total experience.