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Penn Medicine

Director Integrated Svcs Access and Ops


Medical Director


Philadelphia, Pennsylvania, United States


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: CPUP

Department: Psychiatry Admin

Location: 3535 Market St., Philadelphia

Hours: Per Departmental Needs


The Director of Integrated Services Access & Operations for the Department of Psychiatry, reporting jointly to the Chief Operating Officer (COO) and Vice Chair for Clinical Operations (VCCO) for the Department, as a senior member of the Operations team and trusted advisor to the COO and VCCO, is responsible for the evaluation, leadership and direction of clinical and operation activities in support of the Integrated Care and other clinical initiatives across the Department and downtown entities, in addition to partnering and collaborating with multiple internal and external stakeholders, with the primary goal of delivering accessible, high quality patient care by:

  • Ensuring that the integrated care and other clinical programs, and their related operations processes, all support the delivery of high quality care to patients; that these processes are efficient, effective and streamlined; that these processes are re-engineered when necessary.
  • Ensuring patients receive efficient, evidence-based treatments to optimize clinical outcomes and access to clinical care.
  • Implementing strategies and tracking, reviewing and analyzing operational and performance metrics to ensure optimal use of resources and an enhanced patient experience.
  • Assisting with enhancing financial and cost-effective performance, and optimizing revenue generation.
  • Managing risk and enhancing quality.
  • Understanding, monitoring and adhering to regulatory requirements.
  • Operationalizing the Department's strategic planning goals and initiatives.
  • Promoting data-driven decision making.


Partnering with and providing support to the VCCO, and in collaboration with the Vice President for Behavioral Health for the Downtown Region and key system stakeholders, in critically evaluating, prioritizing, and organizing ongoing and novel initiatives that support efficient patient access to innovative and evidence-based treatments across the department, the downtown entities, and beyond. Examples of existing initiatives include:

  • Expansion and optimization of neuromodulation services, including transcranial magnetic stimulation, electroconvulsive therapy, esketamine, and neurosurgical interventions.
  • Redesign of inpatient psychiatric admissions referral pathways from Crisis Response Centers, medical/surgical units, and outpatient settings.

Directing and providing dedicated operations support for the Department of Psychiatry’s integrated care initiatives, including but not limited to Penn Integrated Care (PIC) Specialty Care, Mental health Engagement Navigation & Delivery (MEND), and PIC Primary Care

PIC Specialty Care:

  • Partnering with the Department’s Physician Chief of Integrated Services to and collaborate with specialty clinics to seamlessly organize, establish and launch PIC to ensure patients are connected to care within Penn or the community:
  • Partnering and collaborating with the home clinic (e.g. OB, Cystic Fibrosis etc.) to establish need, ensure that the right questions are asked, and advise the best approach to ensure that the right model is developed to meet the needs.
  • Implement PIC operations processes for the home clinic, as appropriate, including ensuring engagement with and implementation of their Finance, Billing and other such ancillary support processes.
  • Assisting and providing support for the home clinic for the hiring of Mental Health Professionals (MHPs) and Mental Health Intake Coordinators (MHCs).
  • Coordinating and setting up clinical training for the MHP’s and MHIC’s in partnership and alignment with current training resources, methods and practices.
  • Partnering and working with IS to build an order and report/panel registry.
  • Engaging and meeting with physicians and NPs in the practices, in conjunction with the Chief of Integrated Services, to explain and ensure a complete and full understanding of the PIC rationale and workflow.
  • Participating in leadership discussions including those with senior management.
  • Tracking outcomes, potentially via PowerBI.
  • Ensuring compliance with the collaborative care codes.


  • Partnering with the Physician Chief of Integrated Services to negotiate MEND expansions within the downtown hospitals (or beyond).
  • Regularly reviewing data and attending meetings with hospital leadership.
  • Assisting with the development, implementation, and review of new technologies to support clinical workflows
  • Providing assistance and helping to oversee the Power BI data dashboard.

PIC Primary Care:

  • Partnering and liaising with the Physician Chief of Integrated Services and PIC primary care Operations and Finance colleagues to ensure sustained success at existing PIC sites and identifying and launching new PIC sites.
  • Ensuring availability of psychiatrist support for the expansion of the PIC Primary Care program.
  • Providing support for onboarding/training and weekly QA and supervision of our mental health providers as well as providing support for weekly QA and supervision of the PIC resource center.

HUP Cedar: Providing needed Department-side operations support for the newly acquired HUP Cedar

  • Liaising with the HUP Cedar Administrator to ensure departmental alignment.
  • Processing of the HUP Cedar Psych physicians’ payroll, special incentives and requisitions.
  • Providing additional support for HUP Cedar Psych physicians as needed.

Regulatory Compliance:

  • Assures all areas of responsibility and accountability are compliant with all federal, state, and local regulatory standards and requirements, including DOH, TJC, HIPAA, CMS, DPW, OSHA and others.
  • Manages the audit/survey process for the practices under their leadership.
  • Interfaces directly with clinical faculty and staff to assure treatment plan compliance, as required by the State.
  • Complies with UPHS/CPUP yearly education requirements.
  • Participates in the monthly Clinical Leads Meeting, and relays important information back to the practices.

Clinical Effectiveness/Quality Improvement:

  • Supports the creation of clinical effectiveness targets, improvement plans, and reporting systems to ensure the delivery of high quality, effective and efficient patient care.
  • Provides leadership/management to monitor/measure performance of key success elements: access, quality, service and value.
  • Collaborates with the QA Physician lead to provide leadership within the practice and to achieve clinical effectiveness targets annually.

Managing select OPC (Out Patient Clinic) clinical support staff.

Direct Management Responsibilities:

  • Responsible to manage the clinical support staff (Medical Assistants, Clinical Service Associates) at the 3535 Market Street ambulatory practices.
  • Ensure annual competency checks are completed and assuring Scope of Service requirements.

Education or Equivalent Experience:

  • Master's Degree in Business, Healthcare or equivalent and 7+ years of experience required.
  • 2 years of Health care management experience preferred.
  • RN or equivalent degree / licensure in clinical services e.g. speech/language pathology, PT/OT, RPh, LCSW

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 and Affirmative Action 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.