Director Ambulatory Workforce and Access Operations

Description 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?

Entity: Clinical Practices of the University of Pennsylvania (CPUP) Department: CPUP Admin Location: Philadelphia, PA Hours: Full-Time Summary:

• The Director, Ambulatory Workforce and Access Operations is a strategic and operational leader within CPUP Administration responsible for advancing a centralized registration model and optimizing workforce deployment across a large, complex ambulatory enterprise comprising 19 academic departments and 250+ ambulatory practices.
• This role leads the development and expansion of centralized patient access functions including registration, check-in, and check-out while driving workforce planning strategies for both clinical and non-clinical staff. The Director plays a critical role in enhancing patient experience, improving operational efficiency, and supporting scalable growth through standardized processes, digital innovation, and effective staffing models
• This role will be responsible for the planning, organizing and directing of all activities associated with the front end of the revenue cycle for services in the CPUP outpatient ambulatory services in accordance with established Schedgistration principles.
• The Director is responsible for the organization, control and management of customer service, quality assurance, management reporting, budgetary requirements, compliance, records management, registration, eligibility, point of service collection, payer information, employee system training and EPIC application support. The role will focus on quality, customer service, employee engagement and the use of economies of scale throughout CPUP locations.
• Essential functions include but not limited to: Personnel management within budgetary requirements; participating in the development, implementation and review of departmental operating plan and developing and implementing a plan for future departmental growth.

Responsibilities: Central Registration Strategy & Ambulatory Operations

• Lead the design, implementation, and expansion of a centralized registration model across CPUP ambulatory practices.
• Oversee the growth and standardization of centralized Patient Service Associate (PSA) functions, ensuring consistent, high-quality patient access experiences.
• Drive adoption of mobile arrival as the primary patient check-in method, reducing front-desk congestion and improving throughput.
• Lead expansion of centralized check-out and virtual check-out capabilities to streamline patient departure workflows.
• Oversee and optimize patient scheduling ticket processes to enhance self-service and access.

Ambulatory Transformation & Standardization

• Direct CPUP ambulatory-wide initiatives to transition ambulatory sites to centralized registration workflows.
• Partner with operational and clinical leaders to ensure successful change management, adoption, and sustainment of standardized processes.
• Identify opportunities to improve efficiency, reduce variability, and enhance patient flow across all sites.

Workforce Planning & Clinical Float Pool Oversight

• Develop and execute workforce planning strategies across clinical and non-clinical ambulatory teams.
• Oversee a centralized float pool of Registered Nurses (RNs), Licensed Practical Nurses (LPNs), and Medical Assistants (MAs), ensuring optimal deployment to meet operational needs.
• Provide leadership to a Clinical Manager responsible for day-to-day float pool operations.
• Align staffing models with patient demand, access goals, and financial targets.

Leadership & Team Oversight

• Directly manage: Clinical Manager (Float Pool), Operations Manager, Operations Supervisor
• Provide strategic oversight for PSA teams and centralized registration staff.
• Foster a high-performing, service-oriented culture focused on accountability, collaboration, and continuous improvement.

Patient Experience Strategy

• Lead the entity’s ambulatory patient experience program, ensuring alignment with organizational goals.
• Develop and implement strategies to improve patient satisfaction, access, and ease of navigation.
• Monitor patient experience metrics and drive targeted improvements across registration and access touchpoints.

Onboarding, Training & Workforce Development

• Oversee onboarding and training programs for but not limited to ambulatory managers and patient service associates along with additional CPUP standard role onboarding needs.
• Ensure consistent education on centralized workflows, patient experience standards, and digital tools (e.g., mobile arrival, virtual check-out).
• Develop career pathways and competency models to support workforce engagement and retention.

Digital Innovation & Access Optimization

• Partner with IT and digital teams to enhance adoption of patient-facing technologies.
• Monitor and improve utilization of mobile arrival, virtual check-out, and digital scheduling tools.
• Leverage data and analytics to inform decisions and track performance.

Education or Equivalent Experience:

• Bachelors degree (Required)
• 5+ years' healthcare hospital/ambulatory practice management experience (Required)
• 8+ years' front end Revenue Cycle experience (Required)
• 2+ years' experience in an EPIC hospital and/or Physician Revenue Cycle experience (Required)
• Must have successful practice management/hospital operation management, systems and process implementation as well as proven leadership abilities, organizational skills and the ability to communicate effectively at all levels (Required)
• Strong analytics required to identify trends for process improvements and denial mitigation (Required)
• Drivers license (Required)
• Masters degree and 10+ years healthcare/ambulatory practice management (Preferred)

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.