Practice Manager - Outpatient Behavioral Health

Children’s Hospital of Philadelphia•Philadelphia, PA

2d•Onsite

About The Position

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.

Requirements

Bachelor's Degree - Required
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
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)

Nice To Haves

Master's Degree in business, health administration, or related field - Preferred
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

Responsibilities

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.