Practice Manager Outpatient Behavioral Health

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A Brief Overview

The Practice Operations Manager IV role is responsible for supporting a wide range of clinical and non-clinical programs projects and initiatives including (but not limited to) those connected to the strategic plan operating plan initiatives across the entity as well as departmental & divisional plans. This position supports the Outpatient Behavioral Health Division with the main clinic being located at 4601 Market Street. The position is in person and onsite and oversees approximately 10 direct reports plus other roles administratively. This position is responsible for the day-to-day operations of the clinic and functions including liaison with the building management and CHOP Facilities teams to ensure optimal function of all systems throughout the clinic.

This role may lead manage and/or actively participate in multiple project teams at one time. On boards orients trains manages &/or supervises team members. Special assignments & other duties in support of optimizing divisional operations as assigned. Primary responsibilities include: clinical operations program development and marketing data collection reporting and analysis and leadership and supervision of clinical and non-clinical staff. Responsibilities will include facets of all three missions of the division - clinical research and education and an understanding of academic medicine both at CHOP and as part of the University of Pennsylvania Perelman School of Medicine.

This position will have the highest level of autonomy including representing the division or department on enterprise initiatives and acting in leadership roles representing the Director or Senior Director.

What you will do

• Data Collection/Reporting and Analysis:
• Data Collection organization report generation and distribution of data which could include some of the following types of data: Financial Clinical Productivity Research Productivity Quality Improvement Operational Metrics University Academic Data and Other HR (CHOP and University) data as needed.
• Data analysis and data visualization with summary interpretation along with detailed interpretation and some independent action planning.
• An independent presentation could be to both internal and external audiences.
• Supervisory/HR-functions:
• Supervisory authority is over employees in multiple disciplines/roles and could have subordinates with supervisory duties.
• For the given functional area it is directly responsible for hiring firing performance appraisals and equity pay reviews.
• Recruits onboards orients and ensures ongoing compliance for Divisional/Programmatic staff.
• Handles onboarding and orienting providers to the Division/Program.
• High sense of autonomy and trusted partner of the AD and/or Division Chief to act and implement on employee administrative management issues.
• Expanding supervision and oversight of divisional employees including coaching and mentoring and responsibility for multiple disciplines managed through subordinate supervisors/leads or specialized individual contributors.
• Handles employee relations issues with input from AD Medical Director and/or Division Chief independent formal coaching and mentoring of staff medium to high level of supervisory expertise.
• Supervisory role includes both faculty and staff on CHOP and University payroll and understanding of the requirements of both payrolls and benefits plans.
• Operations:
• Operational responsibilities with high levels of autonomy and independence include:
• Ensuring that access is optimized through participation in or oversight of clinic schedules - Qgenda Templates Fill Rates etc.
• Participation in and/or oversight for space planning and implementation.
• Participation in design implementation and/or monitoring of divisional operating plan and/or strategic plan - work on specific initiatives or plan overall.
• Handling and addressing individual patient concerns and needs and identifying broader systemic solutions.
• Participation in or leading of divisional improvement work - focused on quality safety operations or experience.
• Participation in enterprise work to improve patient family provider and staff experience.
• Participation in or management of operational metrics for faculty and staff including focused and ongoing professional evaluation processes.
• Participation in work related to regulatory requirements (ex. Joint Commission) and emergency preparedness.
• Helping to ensure compliance with processes to support employee and patient safety (ex. pandemic protocols).
• Participation in design improvement or oversight of clinical operations patient flow and care model.
• Serve as air traffic controller for clinic operations issues.
• Program Development/Marketing:
• Oversee program development and marketing goals.
• Coordinates Divisional/ Programmatic logistical tasks (i.e. conferences contact lists).
• Takes direction from the Administrator and clinical leadership to implement identified objectives.
• Coordinates internal (i.e. intranet @CHOP) communication and operational strategies under direction from supervisors.
• Oversees clinic scheduling (including for multi-d programs).
• Reviews results of relevant surveys (i.e. patient satisfaction employee engagement) and other operational data and synthesizes information to present on a regular basis.
• Analyze trends and make recommendations to the administrator and clinical leadership to further grow or improve the programs within the Division.
• Owner of all internal and external communication methods (@CHOP intranet PR/ external website) for the program/ Division.
• Manages Program Coordinator/Manager staff within the Division and partners with the leadership team to set direction for the program.
• Implements recommendations or reports on improvements in divisional/ programmatic processes.
• High level of autonomy and trusted partners of clinical and administrative leadership in growing and improving program success.
• Leads efforts with Marketing/PR/Web etc.

Education Qualifications

• Bachelors Degree - Required
• Masters Degree in business health administration or related field - Preferred

Experience Qualifications

• At least eight (8) years of related healthcare administration or operations experience - Required
• At least five (5) years of leadership management or supervisory experience - Required
• At least ten (10) years of related healthcare administration or operations experience - Preferred
• At least seven (7) years of leadership management or supervisory experience - Preferred

Skills and Abilities

• Advanced proficiency with office software (Microsoft Office) including spreadsheet software (Excel) (Required proficiency)
• Advanced proficiency with budget management (Required proficiency)
• Advanced proficiency with program development (Required proficiency)
• Advanced proficiency with QI tools/approaches (Required proficiency)
• Excellent verbal and written communication skills (Required proficiency)
• Excellent interpersonal skills (Required proficiency)
• Excellent leadership skills (Required proficiency)
• Ability to work independently with minimal supervision (Required proficiency)
• Ability to analyze plan and implement new ideas (Required proficiency)
• Ability to collaborate with stakeholders at all levels (Required proficiency)

To carry out its mission CHOP is committed to supporting the health of our patients families workforce and global community. As a condition of employment CHOP employees who work in patient care buildings or who have patient facing responsibilities must receive an annual influenza vaccine. Learn more.

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SALARY RANGE:

Salary ranges are shown for full-time jobs. If youre working part-time your pay will be adjusted accordingly.

At CHOP we are committed to fair and transparent pay practices. Factors such as skills and experience could result in an offer above the salary range noted in this job posting. Click here for more information regarding CHOPs Compensation and Benefits.