Divisional Program Administrator

Position: Divisional Program Administrator

Entity: Clinical Practices of University of Pennsylvania

Department: Anesthesia and Critical Care

Location: Tuttleman Center- 1840 South Street

Hours: Full Time

Summary:

The Divisional Program Administrator is responsible for overseeing clinical operations and strategic planning for Pain Medicine across 7 operational sites. The role will manage a $5M clinical revenue portfolio and work with finance and planning to develop, monitor, and forecast a $9M operating budget. Pain Medicine includes a multidisciplinary team of 14 clinical faculty, 3 Advanced Practice Providers with plans to grow to 7, 12 staff employees, and 5 fellows. The role will orchestrate cross-functional collaboration with Neurosurgery, Neurology, PM&R, Orthopedics, Family Medicine, and Internal Medicine. In addition, the incumbent will partner with the COO and Clinical Directors to execute business growth plans, drive revenue, and elevate departmental brand equity.

The Divisional Program Administrator will ensure effective and regular communication with all stakeholders as well as work on the development and maintenance of performance improvement programs that promote patient, physician, and employee satisfaction.

Accountabilities:

Leadership:

• Works closely with COO/Division Chief and physician leadership to develop the overall vision and strategic direction for Pain Medicine and provide support for the administrative aspects of their roles.
• Communicates and collaborates with physicians, executive leadership, and other disciplines regarding patient care. Acts as a liaison between patients, family, staff, and physicians.
• Guide team in fostering an environment that supports diversity and promotes trust, integrity, and high performance.
• Conduit between the faculty and administrative and clinical support staff to understand current roles, assess talent and existing workflows, address areas of improvement, and implement new workflow if identified.
• Provides support for the COO/Division Chief around project management and business development where applicable.
• Talent management plan in place for current and future staff and succession planning for critical positions.
• Succession planning for critical positions.
• Recruitment, in coordination with Human Resources, of competent staff to meet operational needs (“scope of service” “products &services”) and who demonstrate the ability to be service orientated and align with the core values.
• On-Boarding and proper orientation of staff to their roles, accountabilities and performance measures within probationary period.
• Executes performance improvement and quality programs with a focus on the continuum of care. Set expectations and goals based on service excellence and advancing Pain Medicine to the community and market(s) we serve.

Strategic Planning Processes:

• Partners with Interim Chair, COO, SOM, and CPUP Executive Committee in developing strategic plans and budgets including 3-5 year strategic imperative and measures success.
• Establishing annual strategic priorities and implementation plans.
• Developing ongoing brand and market strategies
• Developing Annual Report to the Dean that is consistent with strategic initiatives.
• Assists with looking at 3 to 5 year business plans, current needs, and site-specific program growth.

Change Management:

• Works with Interim Chair/COO/Division to proactively develop and implement change management strategies for major organizational activities and events.
• Identifies and facilitates agreement of major messages which are consistent regardless of audience, credible and reflects UPHS’ core values.
• Communication plans are effectively implemented.
• Manage routine and crisis communications throughout the entity/community as they arise.
• Demonstrates recognition of the systemic impact of employee communication and/or policy changes and solicits proactive feedback prior to implementation.
• Evaluates effectiveness of change and implementation plans.

Financial Management:

• In collaboration with finance and planning, prepares and manages budgets and perform as as appropriate to current job accountabilities. Monitors revenue and expenses to assure budgeted goals are met.
• Establish annual budgets for various programs.
• Projects annual clinic and procedure volumes across all 7 sites, with ad-hoc updates to accommodate yearly operational changes.
• Balances financial and staffing models to achieve budget targets and organization objectives.
• Ensures all billable procedures and activities are billed upon completion and leads initiatives to ensure best practices are followed for physician billing.

Patient Care Processes:

• Ensure all Department patient care related processes deliver high quality and efficient care to patients and their families.
• Ensures all Department facilities and environments of care are clean, safe, and patient friendly.
• Participates in Entity and Department wide initiatives for Patient/Employee safety.
• Demonstrates an awareness of patient/employee safety when carrying out daily responsibilities of position.
• Ensure all outsourced services meet agreed upon service standards in support of all patient care processes.
• Supports the creation of clinical effectiveness targets, improvement plans and reporting systems to ensure thedelivery of high quality, effective, and efficient patient care.
• Ensures that teams and individuals have clinical information and organizational tools to serve our patients andcustomers effectively and efficiently.
• Creates and manages clinic scheduling templates for PCAM practices.
• Measures patient access goals and implement process improvement.

Operational Management:

• Manages operational activity of outpatient practices.
• Communicate regularly with physicians to develop referral relationships and to ensure operational expectations are met.
• Collaborates with educational personnel and staff to plan and implement orientation and ongoing educational programs.
• Coordinates and manages clinical and administrative workflows including Administrative Assistant duties for the clinical office visits.
• Ensures all operational and AA processes are followed in alignment with CPUP policies and procedures.
• Responsible for ensuring staff engagement and participation in CPUP guidelines for administrative best practices.
• Ensures a patient/customer focused environment; responds to patient complaints and grievances in a timely fashion.
• Creates and manages clinic scheduling templates for PCAM practices.
• Owns the upkeep of policies, procedures, standards and initiatives with providers’ scheduling templates and assists with the impact to room allocation
• Serves as a first point of contact for all escalations related to room capacity and scheduling changes.
• Maintains up to date scheduling guidelines for the practice and communicates any changes with the Access Center.
• Analyzes Epic scheduling template and identifies process improvement opportunities to provide better customer satisfaction and improve the revenue cycle.
• Assists providers, administrative staff, new patient coordinator with scheduling issues including oversight of bump lists and same day cancellations.
• Measures patient access goals and implement process improvement.
• Promote myPennMedicine in all disease teams and ensure processes are in place to accommodate the use of this tool.
• Maintains compliance for all University, UPHS, and SOM staff within Pain Medicine, ensures all areas of accountability are compliant with all federal, state, and local regulatory standards and requirements, including JCAHO, Department of Health, funding agencies, FDA, HIPAA, HCFA, DPW, LCGME, ACGME, department specific NIH guidelines and others.
• Plans and coordinates continuing education programs designed to maintain and increase the technical skills and knowledge of self and assist staff to reach potential.
• Oversees the eStar time and attendance process for direct reports. Approves leave time per departmental and Health System policies.
• Regularly reviews staff assignments, staffing levels and makes changes and/or recommendations to optimize program support.
• Communicates to staff changes in practice policies or procedures; monitors staff compliance.
• Responsible as part of a team for ongoing EPIC issues and changes for staff.
• Collects and documents program data for regulatory and insurance audits.
• Ensures smooth onboarding of new faculty.
• Responsible to regularly meet with Division and Service Line leadership; as well as direct reports.
• Works with CSL practice managers and service line to increase new patient visit volume.
• Works with human resources to promptly fill all needed clinical and administrative positions and participates in recruitment and interviewing efforts 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.

Education or Equivalent Experience:

• Bachelor of Arts or Science in Health Care or Related Equivalent (Required).
• 4+ years Management experience, preferably in a healthcare setting.
• MBA or MHA (Preferred).