Practice Manager

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Job Title: Practice Manager

Department: OBGYN Shared PPMC MAPS

Location: Penn Medicine University City- 3737 Market St

Hours: Mon-Fri Full Time per department needs

Summary:

In collaboration with leadership, the Practice Manager provides strategic operational leadership, supervision and direction in regards to all administrative, financial, regulatory, quality, human resources, patient/employee satisfaction, and clinical aspects for the following scope:

• 10+ = # of staff directly and indirectly managed.
• 15,000+ = # of budgeted annual visits.
• Complexity Factors (may likely 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.

Ensures management of daily practice operations run efficiently and effectively - including:

• Patient scheduling, billing, and coordination of services/facility(ies).
• Providing quality care to patients; 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.

Responsibilities:

• Internal Relationships:
  Employees - Regularly meets with employees to improve communication and to build productive relationships (staff and physicians).
• 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 - As requested, will work with leadership, clinical leadership, affiliates and suppliers 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 department, entity, and 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.
• Clinical Service Groups & Product Service Lines - As requested/needed, supports leadership in partnering with affiliates to develop mutually beneficial clinical, operational and marketing programs.
• Professional Associations & Benchmarking - As requested/needed, 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.
• 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 /…