Manager of Operations Practice Support Ops

Manager of Operations for the CPUP Float Pool

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?

In collaboration with CPUP and Ambulatory leadership, the Manager of Operations for the CPUP Float Pool provides strategic and operational oversight for float pool resources supporting ambulatory practices across the enterprise. This role is responsible for aligning float pool staffing with organizational priorities, optimizing deployment strategies, and ensuring consistent, high-quality operational support across clinical sites.

The Manager of Operations oversees float pool workforce planning, chargeback reporting, and demand analysis to support effective staffing decisions and financial accountability. Partners with GHR on agency assignments and monitoring. This role also drives team engagement initiatives, including retreats, recognition programs, and professional development opportunities, to foster a culture of connection, accountability, and high performance. Additionally, the Manager plays a key role in strategic planning for float pool growth, operational redesign, and process improvement in alignment with health system goals. The role will also provide interim leadership support in the absence of senior practice leadership and contributes to enterprise-wide planning and improvement efforts within ambulatory operations.

Responsibilities:

• Directly supports practice managers in assigned region with medical assistant and patient services associate float staffing support within their assigned region.
• Ensure adequate coverage for the regions CPUP outpatient practices by staffing to workload and adjusting as needed.
• Leads the regional float team that covers unexpected practice manager, patient services associate or medical assistant vacancies. Covers unexpected vacancies unable to be filled by practice staff as needed.
• Follows, implements and enforces all department policies and procedures of the Clinical Practices of the University of Pennsylvania, including but not limited to attendance, confidentiality, benefits, disciplinary policies, etc.
• Establish and implement new department procedures, continually review and improve existing procedures and distribute all internal and external information as needed to ensure staff members have the necessary tools to successfully perform job functions.
• Hire, train, supervise, and evaluate staff members to ensure a competent and productive regional float workforce.
• Evaluate performance of direct reporting personnel. Prepare and present annual performance appraisals within allotted time frames to the applicable Manager for review.
• Responsible for onboarding including the CPUP PSA and MA orientation academy as part of the float pools ongoing recruitment process.
• Responsible for ongoing educational seminars and training opportunities for float pool patient services associates and medical assistants.
• Collaborates with CPUP practice managers to identify new learning opportunities for float pool patient services associates and medical assistants to comply with annual and ongoing competencies.
• Identify new learning opportunities due to new practice equipment, supplies and/or workflow changes.
• Manages and triages float pool requests via CPUPs float tool according to staffing triage deployment guidelines.

Education or Equivalent Experience:

• H.S. Diploma/GED (Required)
• 4+ years relevant experience, including at least 1 year prior management experience in a healthcare setting (Required)
• Degrees may be considered in lieu of total experience.

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.