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

• Internal Partnerships - 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

• Customer Relations - Personally spends 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.

Facility Management

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

Strategic Planning Processes

• Supports Entity Leadership team in developing and implementing the strategic plan and budget including 3-5 year strategic imperatives and measures of success at the practice.

Patient Care Processes

• 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.

Facility Management

• Is easily accessible to physicians, and staff members.
• Establishes and ensures effective and ongoing communications.

Workforce Planning

• When requested and appropriate, develop talent management and succession plans for current and future staffing needs.

Education or Equivalent Experience

• Associate of Arts or Science (Required)
• Bachelor of Arts or Science (Preferred)

Education Specialization

• 6+ years Relevant experience required, including at least 3 years prior management experience in a healthcare setting.
• In lieu of completion of an Associate’s degree, candidates with 10+ years of total experience will be considered.