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Seeking Breakthrough Makers

Children's Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation.

At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care-and your career.

CHOP's Commitment to Diversity, Equity, and Inclusion

CHOP is committed to building an inclusive culture where employees feel a sense of belonging, connection, and community within their workplace. We are a team dedicated to fostering an environment that allows for all to be their authentic selves. We are focused on attracting, cultivating, and retaining diverse talent who can help us deliver on our mission to be a world leader in the advancement of healthcare for children.

We strongly encourage all candidates of diverse backgrounds and lived experiences to apply.


A Brief Overview
The Care Network Operations Performance Specialist is responsible for managing the performance and overall utilization of the Care Network. This role will be responsible for refilling available space with providers in partnership with the specialties. The specialist must be skilled in problem-solving through Quality Improvement methodologies and consolidate many sources of information into concise reports. The specialist must balance the needs of the sites with those of the specialties from a patient/family perspective and act as the point person to communicate with all stakeholders. It will play an integral role in enterprise planning related to the Care Network. The organizational structure includes complex dependencies from patient/family, ambulatory, and physician practice perspectives. The Care Network Operations Performance Specialist's goal is to ensure the Care Network has the proper provider staffing to meet patient needs and efficiently fill available space within the given system constraints.

What you will do

• Monitors and Optimizes the performance of the Ambulatory Care Network Sites
• a. Creates and reviews reports to monitor effectiveness of operations: reserved and utilized space, patient flow, and provider and staff satisfaction.
• b. Works with Care Network, Hospital and Practice staff to develop and implement changes that will enhance performance of operations, including partnerships with IS, Facilities, Environmental Services, and Supply Chain to ensure optimal use of space, equipment, and supplies.
• c. Implements tools and processes to create visibility into the unreserved space at the sites.
• d. Develops and implements standardized practices for requesting, filling, and releasing space at the SCCs.
• 2. Demonstrates basic knowledge of quality improvement (QI) methodology and project management (PM) tools to optimize site utilization
• a. Systems thinker; understands how components of a business interact and applies the CHOP Improvement Framework in building appropriate workflows
• b. Leverages QI/PM tools to communicate new processes
• c. Performs technical aspects of project management (process mapping, project planning, data collection, analysis) and leverages appropriate QI and PM tools
• d. Develops new workflows and processes in a complex, ambiguous environment
• 3. Facilitation and Communication: Works to ensure appropriate communication and integration with all CHOP departments and physician practices.
• a. Coordinates the physician activity to request, fill, and release space at the PA SCCs
• b. Recommends various strategies to help manage site utilization, and actively discusses with the physician practices to coordinate action planning to help achieve site and divisional goals
• c. Involves the appropriate stakeholders in decision making, takes a collaborative approach, and works well with many stakeholders (CHCA, CSA, CHQA, Facilities, IS, Supply Chain, other SCC sites, Strategy, etc.)
• 4. Additional activities/responsibilities as assigned

Education Qualifications

• High School Diploma / GED Required
• Bachelor's Degree Preferred

Experience Qualifications

• At least three (3) years professional experience in a health care setting. Required and
• Previous experience with quality improvement, data collection methods, and analytic methods. Required

Skills and Abilities

• Familiar with Statistical Process Control (Required proficiency)
• Familiar with change management concept and techniques (Required proficiency)
• Advanced problem solving skills to develop creative, proven strategies to resolve complex issues and problems to optimize utilization of the site (Required proficiency)
• Strong analytical skills and fluency with Excel (Required proficiency)
• Basic fluency with Epic reports and templates (Required proficiency)
• Strong knowledge Epic scheduling and registration (Required proficiency)
• Strong knowledge of 3rd party reimbursement (Required proficiency)
• Ability to interact professionally in complex and sometimes emotionally charged situations (Required proficiency)
• Ability to function efficiently and professionally with minimal supervision (Required proficiency)
• Ability to prioritize concurrent tasks (Required proficiency)
• Ability to quickly learn new procedures (Required proficiency)
• Self-starter, highly motivated, inquisitive mind (constantly challenging the status quo) (Required proficiency)
• Proficiency using Microsoft Word, Excel, PowerPoint and Visio (Required proficiency)
• Customer service skills (Required proficiency)
• Effective verbal and written communications skills (Required proficiency)
• Ability to quickly learn the nuances of a SCC, Care Network and local contingencies (Required proficiency)
• Ability to understand the nuances of physician practices (Specialty) contingencies (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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