Sr Director of Regional Operations

Overview

Entity: Clinical Care Associates (CCA) - Penn Primary Care (PPC) and Penn Specialty Practices (PSP) of Penn Medicine Medical Group (PMMG)

Department: Administration & Operations

Location: North Central NJ Region

Hours: Full-Time;
Hybrid

Reporting to the Associate Chief Operating Officer (ACOO), the Sr. Director of Regional Operations (DRO) is the regional ambulatory operations leader for Penn Primary Care and Penn Specialty Practices (PPC/PSP). The role partners with the Regional Medical Director to provide operational and financial direction and oversight, operations planning and improvement, and quality and patient experience for PPC/PSP regional ambulatory practices. The Sr.

DRO uses relevant metrics to assess performance and works with regional operational and clinical leadership across primary and specialty care to develop and implement continuous improvements. It ensures collaborative teamwork among site leaders and department stakeholders (Revenue Cycle, Finance, Human Resources, Information Services, Real Estate and Design, Regulatory and Compliance, Risk Management) to support the Department s strategic planning goals and initiatives.

The Sr. DRO maintains awareness of current healthcare trends to develop innovative and competitive strategies for workforce management and retention, enhances patient experience, and optimizes patient access. The Sr. DRO has direct and indirect oversight of >15 ambulatory practice sites, >65 active providers, >175 staff and ~200,000 patient visits annually. The Sr. DRO and Regional Medical Director drive regional strategy and vision in partnership with PPC/PSP specialty leads and CPUP department chiefs.

• Operations Planning & Change Management – Partners with ACOO and specialty leads to establish annual operating priorities, implementation plans, and measures of success. Provides input for PPC/PSP strategic plan and budget. Participates in the development of strategic capital and other resource priorities and manages them to maximize benefit to PPC/PSP. Proactively develops change management strategies for major organizational activities and programs.
• Clinical Operations – In partnership with the Regional Medical Director, responsible for all clinical operations as executed by clinical and operational leadership within the region. Oversees the direction and execution of operations, ensures the practice management team coordinates all practice functions to provide smooth, integrated operations. Ensures unified and effective patient access initiatives that promote patient-centered access for scheduling, registration, or medical care.
  
  Addresses interdepartmental barriers to delivery of care (staffing, equipment, facilities). Manages the implementation process for new business, expansion and/or moves to new practice sites. Develops, implements and monitors statistical reporting of key operation metrics and adjusts operations as needed to maintain peak performance. Establishes provider productivity standards in coordination with the Regional Medical Directors and Finance. Develops policies and procedures to reduce cancellations, bumps, no-show rates, and new patient appointment lag time.
  
  Proactively pursues opportunities to improve the delivery of superior customer service; addresses patient complaints. Facilitates regular and consistent system communication with all stakeholders, promotes dialogue. Manages relationships with all practices to ensure a positive working environment and intervenes appropriately when issues arise.
• Financial Management:
  Value of Care Delivery – Assumes overall accountability for financial performance across the assigned primary care and specialty practices. Holds practice operational and physician leadership accountable to meet established goals. Partners with physician and financial leadership teams in developing performance targets, reporting variances and creating remediation plans. Ensures practices are aligned with all standards. Supports implementation of managed care contracts and operational processes.
  
  Communicates performance targets and expectations to practice leadership and provides support…