Practice Operations Manager

SHIFT:

Seeking Breakthrough Makers
Children's Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation. At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care-and your career. CHOP does not discriminate on the basis of race, color, sex, national origin, religion, or any other legally protected categories in any employment, training, or vendor decisions or programs. CHOP recognizes the critical importance of a workforce rich in varied backgrounds and experiences and engages in ongoing efforts to achieve that through equally varied and non-discriminatory means.

A Brief Overview
This 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.May lead, manage and/or actively participate in multiple project teams at one time. On boards, orients, trains, manages &/or supervises project 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 potential supervision of clinical and non-clinical staff. Responsibilities could 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 a moderate level of autonomy over divisional practice and operations.

Coordination & Administration

• Act as a liaison between administrative and clinical teams, ensuring alignment and collaboration to support patient care. Partner with key stakeholders-including physicians, advanced practice providers, nurses, and administrators-to drive initiatives and improve service delivery. Identify operational challenges and implement strategic solutions to enhance access, quality, and efficiency. Monitor performance metrics and leverage data-driven insights to refine processes and achieve departmental goals.

Scheduling Operations

• Oversee outpatient scheduling and administrative processes, optimizing workflows for efficiency and accuracy. Manage and refine scheduling workflows to enhance patient access and optimize provider utilization. Troubleshoot scheduling conflicts, addressing barriers to timely care and improving coordination across services.

Team Leadership & Development

• Lead a team of direct reports, providing clear direction, support, and professional growth opportunities. Foster a positive and productive work environment that encourages collaboration, accountability, and continuous improvement.

Practice Oversight & Patient-Centered Care

• Actively coordinate care for families, ensuring an exceptional patient and family experience. Oversee programmatic responsibilities, ensuring that initiatives align with institutional priorities and patient needs. Monitor and support the team in the Consult to EP WQ, Follow-up WQ, and Discharge Follow-up. Partner with Marketing to update section related materials and announcements of new hires. Provide a monthly section volume report- Volume, Charges, Access Metrics

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
• Supervisory/HR-functions:
• Supervisory authority for select non-clinical staff in specific roles.
• Recruits, onboards, orients and ensures ongoing compliance for their staff.
• Gathers situational information and presents findings to supervisor/AD (and HR Business Partner as needed)
• Collaborative decision making and implementation of plans with supervisor/AD.
• Expanding supervisory responsibilities, managing transactions related to divisional employees, low to medium level 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 medium and increasing 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 needs and identifying broader systematic 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, 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 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).

Education Qualifications

• High School Diploma / GED Required
• Bachelor's Degree Business, Healthcare Administration or related degree Preferred

Experience Qualifications

• At least four (4) years At least four (4) years experience in healthcare administration, operations Required
• At least one (1) year management or supervisory experience Required
• At least five (5) years experience in healthcare administration, operations Preferred
• At least three (3) years management or supervisory experience Preferred

Skills and Abilities

• Intermediate proficiency with office software (Microsoft Office) including spreadsheet software (Excel)
• Excellent verbal and written communications skills
• Excellent interpersonal skills
• Strong leadership skills
• Ability to work independently with minimal supervision
• Ability to analyze, plan, and implement new ideas
• Ability to collaborate with stakeholders at all levels

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.

EEO / VEVRAA Federal Contractor | Tobacco Statement

SALARY RANGE:

Salary ranges are shown for full-time jobs. If you're 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 CHOP's Compensation and Benefits.