Care Network Practice Manager

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A Brief Overview
Care Network Manager III reports to the Director or Senior Director Care Network and is responsible for overseeing the daily operations of the Care Network office/department in order for the providers and staff to deliver quality patient care services. As a critical part of the leadership team, the Care Network Manager assists in developing strategic operating and fiscal goals.

Care Network Manager will be expected to foster effective communication and strong working relationships with the Ambulatory Care Network leadership, clinical administrators and partners, Physician leads, staff, and various CHOP departments. This role will have direct reports, and must have the ability to connect with staff.

Additional duties and responsibilities as required/needed.

What you will do

• Access & Revenue Cycle Management
• Manage Access (Patient, Access, Revenue Cycle), including Access, Scheduling, Registration, billing and cash collection processes and Provider template management as appropriate.
• Review Financial and Operational data and dashboards, EPIC Reports and Workques (i.e., CRWQs, Claim Edits, Patient Edits, Registration, Copays, Open charts, Productivity user scorecards, etc.), and take action as appropriate.
• Oversee staff training and education related to Access and Revenue Cycle Management.
• Partner with nursing, physicians, and ancillary staff to ensure smooth patient flow while managing daily and master schedules. Work with practice groups as necessary to continually improve department operations.
• For Primary Care and Urgent Care Sites, Lead and participate in billing meetings, reviewing & sharing data, follow up with issues and/or trends, making changes as appropriate.
• For Primary Care sites, lead and manage Value Based Care initiatives, data and processes.
• For Primary Care sites, as it pertains to the site(s), lead and participate in billing meetings, reviewing & sharing data, follow up with issues and/or trends, making changes accordingly.
• For Primary Care sites, manage Provider Scheduling Templates, modifying as appropriate.
• Service Coordination with Divisions/Department, Community Relations, Community Programs & Research
• When applicable/feasible, participates in Departmental community service activities.
• Work in collaboration with site leadership and community coordinator, assess community needs and support the implementation of new programming in the center.
• Support and manage special events and programs. Coordinates the administrative and financial aspects of all research and community related activities performed on site.
• Oversee the development of promotional activities for the site including community-based marketing, and website updates.
• For Specialty Care sites, responsible for the daily management of Centers, including Surgery and Imaging Modalities.
• For Primary Care sites, participate in the planning and implementation of systems, procedures and staffing for start-up and ongoing clinical and administrative programs (examples include Refugee Clinic, CGRC Co-location of Behavioral Health Services).
• Facility Operations Management
• Ensure all areas of accountability are compliant with all federal, state, and local regulatory requirements. Complies with annual educational requirements including HIPAA, OSHA, Safety, and CLIA for all staff ensuring facility is operational, in good working order, clean and safe.
• Oversee the Environment of Care Rounds, Security, Safety and Fire Drills.
• Coordinate CHOP Building Maintenance Technicians (BMT) for Preventive Maintenance and repairs. Coordinate facilities repairs with landlords as appropriate.
• Manage relationships, contracting and facility needs with CHOP Vendors and Landlords.
• NJ operations manual oversight (for DOH site visits).
• For Specialty Care sites, work with Clinical Team to oversee sterile processing and other processes relevant to services at sites, including staffing, patient throughput, and staff engagement.
• Finance & Data Management
• Prepare annual operational, Labor and Visit Volume budget(s) as appropriate, manage budget(s) daily/monthly. Plan for Capital Requests. Manages Special Purpose Funds.
• Review P&Ls and maintaining operating expenses within the budgetary target.
• Review LDRs, managing FTEs, Overtime, Position Control and Staffing to Volumes and works within budgeted targets.
• Responsible for monthly volume, as appropriate, revenue and expense variance analysis reporting and take measures/action accordingly.
• Demonstrate cost conscious awareness by comparing and analyzing budget visits, revenue, and expenditures monthly. Effectively utilizing staff, space, and supplies within budgetary restraints.
• Lead and achieve fiscal goals regarding co-pay collection, other billing and managed care standards and benchmarks.
• Process and manage Invoices, Purchase Orders (PO's) and Check Requests.
• Oversee the ordering and manage adequate supply inventory, using just-in-time cost control purchasing processes, optimizing inventory levels to ensure enough stock is available to meet demands without excessive surplus.
• Work with Supply Chain to secure competitive pricing, contract management & negotiations to minimize expenses as appropriate.
• Identify financial stewardship opportunities.
• Review data, performance, and dashboards, utilize data driven decisioning making to implement changes, maintain or improve performance, follow up with issues and trends, making changes accordingly.
• HR & People Management
• Manage the recruitment, orientation, and retention of staff.
• Manage Performance of staff directly and/or in collaboration with others. Participates in performance reviews, identifying goals, objectives and learning plans.
• Ensure compliance regarding mandatory education, compliance, and other organizational requirements.
• Lead staff development, training and in-services, dedicating time for training and development. Encourages continuous growth and helps staff to work to the highest level of their role and ensure skills are up to date.
• Responsible for supporting and participating in Employee Engagement & Recognition, ODEI, team building and wellness initiatives, as well as a positive workplace environment, where staff feel valued and appreciated.
• Keep staff informed of Hospital clinical and operational initiatives, policies, procedures and protocols, systems, and standards. Enforces and assists in the interpretation of CHOP's Human Resources Policies and Procedures, including employee relations, rules of conduct, disciplinary action, grievance procedures, and other personnel issues.
• Management and oversight of all systems including Workday and Kronos.
• Operations
• Responsible for managing all daily operations of the site, ensuring service excellence in all aspects of practice operations.
• Ensures departmental standards, policies, guidelines, and protocols are implemented at site/department level. Implements any new or changes to policies and/or procedures as needed.
• Enforce and Implement site policies and procedures, ensuring all areas of accountability are compliant with all federal, state, and local regulatory requirements.
• Ensure annual site licenses are maintained, are up to date, processing reapplications and payments as appropriate.
• Responsible for managing all aspects of Qgenda for a particular site(s) which may include Provider Schedules and RAM (Room Allocation Management)
• Oversee and maintain Staff Schedules.
• Follow CHOP, Network and office/department Downtime policies and processes.
• Work with Digital & Technology Services (DTS) to provide support services to ensure optimal performance of all IS/IT related operations on site. Provides oversight for daily Digital & Technology Services operations as well as coordination and implementation of longer term DTS projects by working with site personnel and DTS.
• Ensure compliance with CHOP Policies and Procedures are followed.
• Standardization of operations procedures, KPI's, and metrics to improve efficient delivery of care. Resolve issues, oversee root cause analysis to improve processes and services.
• Participate in Care Network or enterprise-wide meetings and workgroups as needed. Shares information with team as appropriate.
• Lead various projects and initiatives at the site or within the Ambulatory Care Network, as appropriate.
• Lead and participate in QA/QI projects within the Practice/site(s).
• Patient Family Experience
• Review and analyze Press Ganey and Family Relations reports, data, and feedback. Share data and trends with team. Oversee Patient Family Experience workgroups at site level.
• Perform service recovery by responding to patients, their families and staff regarding issues related to access, service or patient care in a timely and helpful manner. Escalating as appropriate. Performs review of event and makes changes accordingly.
• Continuously review systems and processes to make improvements to enhance patient and provider experience.
• Foster an environment that is customer service oriented, with "customers" defined as patients, their families, physicians, internal staff, and external parties. Partners with leadership for training, in-services, and de-escalation processes.
• Strategy
• Participate in Ambulatory Departmental planning initiatives, including administrative meetings, retreats, work groups and subcommittees, as appropriate.
• Work with the Site Medical Director, divisions and Ambulatory Leadership to identify opportunities for growth.
• Manage and promote an environment of standardization network approach to promote clinical outcomes, patient and staff & provider experience, clinical and operational effectiveness and continuous improvement of performance.
• For Primary Care sites, support strategic & Financial Planning efforts, demonstrating an understanding of the primary care market in an underserved service area and determines when alliances should exist.
• For Primary Care sites, participate in and implement business plans for new services, including the evaluation and analysis of required resources including physicians, support staff, capital, demand forecast and projected income and potential funding sources.
• For Primary Care sites, develop and achieve site based strategic initiatives that complement the Primary Care Centers' and Ambulatory Department's goals and objectives.
• Team Communications
• Lead and participate in office staff and provider Meetings, office Daily Huddles. Round and connect with staff daily.
• Cascade communications and updates to team, escalating issues and keeping Leadership informed of updates as appropriate.
• Attend and actively participate in Manager, Leadership and other meetings as required.
• Serve on Hospital and Ambulatory committees and projects as requested by the Ambulatory Leadership

Education Qualifications

• Bachelor's Degree Healthcare Administration, Business, Finance or similar field of study Required
• Master's Degree Preferred

Experience Qualifications

• At least ten (10) years healthcare-related work experience required
• At least seven (7) years in a leadership position in a medical office setting, emphasizing access, capacity management, internal controls, operational management in a highly matrixed organization preferred

Skills and Abilities

• Ability to work collaboratively with physicians, staff, executives of matrixed organizations, academic leadership and others. (Required proficiency)
• Demonstrated success in leading large-scale change initiatives across integrated health system. (Required proficiency)
• Strategic visionary thinker who is able to work collaboratively with diverse stakeholders to envision and execute strategic plans to ensure breakthrough performance. (Required proficiency)
• Facile abilities to interpret reports, analytics and budget basics. (Required proficiency)
• Microsoft Outlook, Word, Excel & PowerPoint skills (Required proficiency)

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 be fully vaccinated against COVID-19 and receive an annual influenza vaccine. Learn more.

Employees may request exemptions for valid religious and medical reasons. Start dates may be delayed until candidates are immunized or exemption requests are reviewed.

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