Senior Practice Manager - Plastic Surgery - HUP

Internal Relationships

Regularly meets with employees to improve communication and to build productive relationships. Solicits feedback on how to improve performance and provides constructive feedback.

Employee Communication - 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.

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.

Clinical Service Groups & Product Service Lines

Supports leadership in partnering with affiliates to develop mutually beneficial clinical, operational and marketing programs.

Professional Associations & Benchmarking – Interfaces with relative industry associations as a representative of the organization and to identify benchmarks.

Development

Identifies and participates in development activities as appropriate. Applies learning for improved performance.

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.
• Ensures practice environments of care are clean, safe and patient friendly.
• Ensures that teams and individuals have the clinical, information and organizational tools to serve our patients and customers effectively and efficiently.
• Resolves all patient/family concerns in a timely fashion.
• Proactively identify problem areas, define plan for solution, take ownership of the plan, implement/monitor the plan’s effectiveness.

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.

Recruitment & Retention

• Selects practice staff who can demonstrate both the professional requirements and UPHS core values.
• Creates a work environment that is aligned with UPHS Core Values.
• Ensures new hires are provided adequate orientation and training to display competence.

Performance Management

• Clearly defines work expectations.
• Recognizes and rewards individuals for a job well done.
• Addresses performance issues immediately and directly.
• Conducts performance appraisals at introductory period and annually.

Organization Health

• 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.