Director, Service Line Program Operations

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Job description

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.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Position Description:
The Director, Primary Care Service Line (PCSL) Program Operations is the accountable leader for overseeing shared program development, implementation, operations and finance and is an active participant in strategic planning for the PCSL.

The responsibilities of the incumbent will include:
• Providing operational leadership and oversight to all PCSL shared programs
• Working with CCA/PPMG, CPUP, LGHP and PHS practice leadership to align all Penn primary care practice sites to assure those practices deliver patient centered care, develop greater care coordination with relevant wraparound services; and improve on quality, utilization and patient satisfaction metrics.
• Partnering with the Chief Operating Officers, Division Administrators, Department Chairs and Division Chiefs of the PCSL in developing strategic, operating and financial plans to accomplish the UPHS Service Line operational mission.
• Providing leadership in developing future shared programs and supporting the implementation of care pathways and process improvement programs.
• Fostering a greater relationship with system Hospitals; efficient primary care access processes to reduce low-value emergency department and inpatient utilization; sustained patient satisfaction and quality initiatives for the PCSL.

Accountabilities
• Leadership on Operations and Clinical Management
o Directs and oversees the operations, personnel management and finances of existing PCSL shared programs.
o Lead the development of new shared programs across the PCSL with guidance from the CAO by garnering support from key stakeholders, forming planning teams, developing financial projections and presenting plans in the PCSL Finance Committee and other forums to gain approval.
o Guides the implementation of shared programs with local practice clinical and administrative leadership through collaboration and consultation with primary care dept/division/entity Medical Directors and Directors of Operations and Finance.
o Serves as the principal interface for the PCSL with all Penn primary care practice sites and the lead for the service line's practice engagement strategy. Responsibilities include: creating regular newsletters, updating the sharepoint site and coordinating practice lead meetings and updates.
o Co-leads the PCSL Operations Committee, ensuring balanced attention in involving leadership of stakeholder departments, and providing periodic updates as needed regarding operational performance, including patient volumes/growth, staffing changes, patient satisfaction, process improvements, service line program development, etc.
o Establishes and maintains a transparent and data-driven culture in managing operations and implementing wraparound services for Penn primary care attributed patients that fill gaps in care to reduce low-value Emergency Department visits and readmissions.
o Serves as point coordinator and leader for select CPUP/CCA/PPMG functions as required or needed:
• Dashboards: Work with ambulatory operations group and other CPUP and CCA/PPMG practices in developing and standardizing ambulatory-specific outpatient dashboards, as well as practice specific metrics; that facilitate communication and management by metric culture across ambulatory services
o Effectively uses management and clinical information systems to monitor and improve work flow, revenue cycle performance, patient access and service performance.
o Addresses interdepartmental barriers to delivery of care including staffing, equipment and facilities. Ensures that care delivery in shared programs is consistent with policies and standards, federal and state laws and regulations, and accreditation requirements. Responsible for overall shared program operations as executed by the practice-based leads.
o Ensures coordination and preparation of timesheets for payroll, signs and monitors timecards in compliance with FLSA. Approves leave time per departmental and Health Systems policies.
o Regularly reviews staffing patterns of shared programs with Administrators to ensure appropriate assignments and staffing levels. Makes changes and/or recommendations to increase efficiency of clinic operations.
o Provides input for the development of service line strategic plan and budget. Facilitates this process in partnership with service line leadership.
o Ensures that annual strategic goals are linked to entity and leadership's performance targets.

• Quality
o Promotes continuous improvement and integration in methods of patient care delivery and operations. Establishes patient focused performance expectations by creating clearly defined performance goals and measures. Proactively implements steps to maintain and improve quality of service for clinical staff, patients and visitors.
o Integrates evidence-based patient safety principles in all practice activities/initiatives. Develops programs that enable a Culture of Safety and provide high quality care to patients.
o Collaborates with leaders of PCSL departments/divisions/entities and service lines to promote the delivery of high quality patient care through the successful implementation of shared program.
o Assures compliance with institutional and national practice standards, applicable laws and board policies. Keeps abreast of current regulatory standard; develops and/or implements plan to address changes in standards. Ensures efficient and supportive wraparound services to all patients.

• Program Development and Support
o Works with hospital and Departmental leadership as requested in developing programs, services, and initiatives across the Health System that meet the needs of our primary care attributed patient population, anticipate future patient needs, build system loyalty, and generate profitable growth.
o Works in close collaboration with department/division/entity leadership to facilitate the development of clinical and research programs as they overlap in PCSL shared programs.
o Defines staffing requirements that are congruent with the mission and goals and programs for the PCSL. Ensures selection and utilization of qualified, competent personnel. Uses appropriate efficiency information/data to determine staffing requirements. Provides opportunities for staff growth within area of specialty, which is reflected in professional/performance plans.

• Team Building and Professional Development
o Develops credible, competent, accountable and responsive team with clearly defined performance and outcome objectives. Ensures the team develops strategies to focus on the improvement of operating standards and achievement of intended results.
o Creates and supports an environment which empowers and expects staff to: serve as ambassadors; participate in unit/department decisions; negotiate care needs of patients; contribute to the research agenda; accept responsibility for their contribution to the patient experience, their own growth and professional competencies.
o Serves as an Ambassador for the PCSL and its share programs and initiatives.
o Utilizes human resource management techniques to ensure employee engagement, retention and high morale.
o Maintains exemplary relationships with staff using positive and constructive feedback, open lines of communication, and addressing programmatic issues.

• Communication
o Manages the agenda of the PCSL Operations Committee meetings, and execution of follow-up items in shared programs and the PCSL as required.
o Communicates with the staff regarding PCSL, specialty SL and Health System programs and initiatives through information sharing at meetings, in-services, and distribution of minutes as appropriate.
o Responds to and maintains utmost communication with COO's and Departmental leadership of service line key stakeholders: Clinical Care Associates/Penn Medicine Medical Group, Department of Family Medicine, Division of General Internal Medicine, Division of Geriatrics, Department of Psychiatry, Lancaster General Health Physicians, Princeton Health and others as required.
• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
• Other duties as assigned to support the unit, department, entity, and health system organization

Minimum Requirements:
Required Education and Experience
• Bachelor's Degree in Business, Nursing, Health Care administration or related field required, and 10+ years of healthcare experience. Inclusive of 8+ years of prior management/leadership experience, preferably in a healthcare setting.
OR
• Master's Degree - MHA required, and 6+ years of healthcare experience. Inclusive of 6+ years of prior management/leadership experience, preferably in a healthcare setting.

Required Skills and Abilities
• Knowledge and mastery of information systems to support operational, clinical and research activities.
• Expert verbal, non-verbal, and written communication skills. Advanced interpersonal skills necessary to provide effective leadership and collaboration within a multidisciplinary setting of physician and administrative leaders...... click apply for full job details