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Director, Practice Operations, Walnut Creek, CA

Organization: Packard Children’s Health Alliance (PCHA)
Category: Director
Location: Walnut Creek, CA
Date Job Posted: August 30, 2023
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Director, Practice Operations
Multi Specialty - Pediatrics
Walnut Creek, California

Who We Are

Packard Children’s Health Alliance (PCHA) is a network associated with Lucile Packard Children’s Hospital and the Stanford School of Medicine. We bring the best community physicians together in a network that provides healthcare for children and expectant mothers from the Bay Area.

In fact, we’re proud to be the only Bay Area medical network with an exclusive focus on women and children, and we understand the unique value provided by our more than 650 leading pediatricians and obstetrician/gynecologists. What’s more, we’re growing fast.

Administrative Support (PCHA)

The Director, Practice Operations, reporting directly to the COO, guides the creation and refinement of the operational structures necessary for the smooth delivery of care across PCHA. This includes the operational policies and procedures as well as managing effective relationships with shared services (i.e. IS, Revenue Cycle, HIMS, etc.) that are required for the effective delivery of our service. This position directly supervises and oversees the multispecialty site managers and locations ensuring they meet the key performance indicators (KPIs). This position oversees the monitoring, communication and action planning for the overall patient experience. The Director of Practice Operations promotes the mission and values of Packard Children’s Health Alliance and serves as the linkage between the offsite practices and the administrative operations within Lucile Packard Children’s Hospital.

Essential Functions

  • Leads and participates in a variety of strategic projects/initiatives within PCHA. Works closely with practice managers and PCHA leadership to establish efficient and sound business practices.
  • Charged with promoting a culture of compliance and ethics amongst the PCHA practices. Actively participates with both compliance and legal departments on the creation of a compliant operational infrastructure
  • Develops an operational policy and procedural manual with the input of the practice managers. Serves as front end resource for practice administrators and staff as they implement and support newly developed operational policies and procedures within their respective practices
  • Collaborates with LPCH Finance team on the creation of new cost centers, finance procedures and protocols and vendor procurement and management, service level agreements and pricing
  • Evaluates aspects of the practice operations as a means to identify ways to improve efficiency and effectiveness including the use of resources, employs PQMS and lean concepts. Endeavors to pilot and innovate new ideas for patient and data flow to further the mission of being the preeminent children’s network.
  • Conducts on-site practice visits to meet with physicians and practice managers and staff. Communicates any operational opportunities and/or risks to the COO.
  • Works jointly with the LPCH revenue cycle teams to assist in the operational aspects of charge capture and claim remediation from the practices. Serves as liaison between PCHA practices and LPCH revenue cycle as it pertains to front end operations and training
  • Coordinates with LPCH health plan contracting administrator on the resolution of payor credentialing and contract issues as they arise through the practice acquisition process. Works with PCHA management on the overall payer strategy insuring PCHA interests are represented
  • Interfaces with all levels of LPCH upper management and business development teams in promoting collaboration and networks opportunities across the entire LPCH Provider Network
  • Provides support to PCHA practices and IS teams on the optimization of the EPIC system
  • Partners with the Director of Physician Relations on the promotion efforts of PCHA providers to local area medical groups and IPAs
  • Directly supervises and oversees the multispecialty site managers and locations ensuring they meet the key performance indicators (KPIs).
  • Works with the LPCH HIMS department to ensure proper storage and retrieval of paper and electronic medical records
  • Ensures appropriate EMS is active and effective prior to a disaster event.
  • Oversees the monitoring, communication and action planning for the overall patient experience, including the patient satisfaction survey.

Directly supervises and oversees the multispecialty site managers and locations ensuring they meet the key performance indicators (KPIs) and follow PQMS practices.

  • Ensures the efficient provision of specialty medical services for staff, providers and patients at all multispecialty sites through direct supervision and oversight
  • Ensures staff, providers and managers have the appropriate tools, equipment and training to provide excellent patient care
  • Implements, follows and maintains PQMS practices to provide consistent management and improvement in our service level
  • Rounds on-site to promote healthy management relationships with staff, providers and managers
  • Covers managers during times of short staffing, PTO or leaves

Minimum Qualifications

Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.

  • Education: Bachelor’s degree required; Master’s degree preferred
  • Experience: Five years of physician business office management/billing experience with physician practices. Demonstrated experience in working effectively and collaboratively within complex healthcare systems.

Knowledge, Skills, and Abilities

  • Comprehensive and working knowledge of practice management systems; EPIC experience strongly preferred
  • Familiarity with laws and regulations related to healthcare delivery compliance
  • Excellent communication skills; excellent written, verbal and presentation skills
  • High energy level, superior interpersonal skills and the ability to function in a team atmosphere.
  • Able to solve practical problems and deal with variables in situations where limited standardization exists.
  • Working knowledge of personal computers, standard office equipment, and of Microsoft Office Products required.
  • Must be detail oriented, organized and have the ability to simultaneously manage several projects and to participate in and facilitate group meetings.
  • Must demonstrate a positive, thoughtful, respectful demeanor, and professional appearance.
  • Must demonstrate a strong development and customer service skills and ability to maintain a professional approach when dealing with PCHA employees.
  • Must be able to accomplish tasks that require attention to detail, individual judgment, and adherence to confidentiality guidelines.
  • Maintains a positive working relationship with employees, management, physicians, clinical personnel and other staff to promote teamwork and cooperation and a positive public image

Pay Range

Compensation is based on the level and requirements of the role. Salary within our ranges may also be determined by your education, experience, knowledge, skills, location, and abilities, as required by the role, as well as internal equity and alignment with market data. Typically, new team members join at the minimum to mid-point salary range. Minimum to Midpoint Range (1.0 FTE): $120,120.00 to $156,156.00

To find out more about how you can make an impact on our growing organization, please apply to Job# 18022 at: Equal Opportunity Employer

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