Manager CPUP Business Operations Consulting

Penn Medicine - Philadelphia, PA

Full-time - Manager

Philadelphia, PA

1,001-5,000 employees

Ambulatory Health Care Services

About the position

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? The Manager of CPUP Business Operations Consulting is responsible for overseeing the team of internal business operations consultants who deliver professional, high-quality business operations consultancy to practices across the breadth and depth of their ambulatory practice operational processes. The Manager has oversight on the strategy for providing robust business operations support assessments along with providing viable recommendations and solutions. The Manager ensures consultancy services are specialized in specific areas related to practice operations including, but not limited to workflow optimization, staffing workloads, facility room management, and capacity planning and provides expert advice in collaboration with the operations internal consulting team to assist with ensuring ambulatory practices operate at an optimal state.

Responsibilities

• Organize and execute assigned department practice-based business consulting assessment requests on behalf of clients according to agreed-upon requirements and defined scope.
• Meet with assigned department clients when needed and perform an initial assessment of a problematic situation and defined scope of service.
• Collect various information about the client's business operations through a variety of methods (i.e. direct observations, interviews, surveys, reviewing data reports, etc.).
• Analyze and interpret data to extract opportunities and comprehend the root causes.
• Formulate well-developed recommendations and solutions with attention to a client's needs, capabilities, and limitations forming concise reports to drive implementation and success.
• Present findings and recommendations to clients with sufficient justification, practical advice, and feasible action plan.
• Develop detailed business plans to drive meaningful change management.
• Assist the client in implementing the plan and resolve occasional discrepancies along with follow-up.
• Regularly review the consulting team strategy effort and portfolio along with triaging consulting service requests based on data source reviews.
• Maintain and promote department policies and procedures as they relate to consultative support service efforts.
• Successful recruitment, onboarding, retention, and performance management of business operations consultants.
• Maintain a patient/customer focus as evidenced by patient satisfaction scores and other feedback indicators.
• Offer a collaborative work environment that values professional ownership/accountability for internal clients and staff as demonstrated through various methodologies.
• Demonstrate an awareness of patient/employee safety when carrying out daily responsibilities.
• Maintain team awareness of the importance of privacy when working with various data sources.
• Ensure that all efforts of the team ultimately meet goals: Respond in a timely manner to relevant department and division requests for consulting service support.
• Assist departments and divisions to frame articulated needs into robust data deliverables with support processes, data governance, etc.
• Conduct interactions with customers in an organized and professional manner.
• Create a culture of access to data, delivering timely and trustworthy solutions, and providing self-service or needed support services to access information to realize improved outcomes.
• Promote self-service options and training for platforms throughout the ambulatory practices.
• Participate in entity and department-wide initiatives for patient/employee safety: Demonstrate an awareness of patient/employee safety when carrying out daily responsibilities.
• Conduct effective interviews to support problem-solving and solution development.
• Determine the most effective communications for each situation.
• Present findings and recommendations in a clear, concise manner.
• Facilitate team building to support problem-solving.
• Collaborate with Project Managers to facilitate positive outcomes.
• Establish strong working relationships with Administrators, Physicians, Managers, and Staff.
• Establish credibility by providing value-add services to Departments.
• Manage internal and external vendor relationships, with the support of the Director, and hold them accountable for deliverables.
• Work with various partners such as SDS, IS, Data Science, etc., across the system to design, develop, and maintain various reporting capabilities.

Requirements

• Bachelor's Degree with education specialization in health, business, or math/science is required.
• 7+ years of relevant experience is required.
• Experience in healthcare administration is preferred.
• Experience as a Practice Manager or Practice Coordinator is preferred.
• Experience as an Operations Consultant / Analyst is preferred.
• Experience with Epic's suite of practice management, revenue cycle, and reporting applications is preferred.
• Experience working in Teaching Hospitals and Academic Health Science Centers is preferred.
• Master's Degree is preferred.
• Lean Six Sigma Certification preferred.
• Epic Clarity Certification as required by Information Services to support entity needs.

Nice-to-haves

• Experience in Teaching.

Benefits

• Tuition reimbursement
• Comprehensive compensation and benefits program including prepaid tuition assistance programs.