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   Current UPMC employees must apply in HR Direct

Operations Specialist

  • Job ID: 708531797
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours: 8 a.m. to 4:30 p.m.
  • Shift: Day Job
  • Facility: Pinnacle Health Medical Services - Fast Care
  • Department: Employer Progrm Admin
  • Location: 233 College Ave, Lancaster PA 17603
  • Union Position: No
  • Salary Range: $30.12 to $46.71 / hour


Performs a critical role in the management of the daily operations of an ambulatory medical office. The Operations Specialist will support and execute a wide range of activities formulating plans that relate to the delivery of quality patient care, customer service, patient safety, and process improvement. Management responsibility includes system processes, materials, fiscal, human resources, and research activities. Supporting, counseling, and empowering the employees are key functions to interfacing resources within the healthcare setting. The Operation Specialist evaluates workflows and provides feedback to optimize workplace efficiency. This role involves tasks like analyzing business operations and identifying customer needs to bring the two closer together. Supports and promotes policies and procedures of the UPMC Pinnacle Health Medical Group in all daily activities. Collaborates with the medical staff, administration, and other support departments to achieve the patient and family-care objectives. Recognizes and promotes UPMC Pinnacle's commitment to meeting the health care needs of the community.


  • Supports clinical programs, training and education for 11 Express Care locations across 5 counties (York, Adams, Lancaster, Lebanon, Dauphin).  
  • Participates in other duties, projects, and assignments as assigned.  Participates in various departmental, interdepartmental, and hospital committee activities.  Participates in workshops, conferences, and professional meetings to remain aware of the current developments and improve management skills.
  • Responsible to support patient data questionnaires or developing internal questionnaires to secure appropriate data for analysis and follow-up. Responds to patient concerns in an effective manner. Balances staffing needs among medical group practices by reassigning where needed.
  • Develops and updates policies. Ensures compliance with standards and regulations established by accrediting agencies. Works closely with the Compliance Department, Risk Management, and Human Resources regarding issues.
  • Provides education, training, and support to the Office Managers regarding operational workflows. Acts as an advisor to management on issues relating to group practice operations. Assists in the development of new work methods, systems, and procedures. Coordinates and conducts studies to evaluate/support operational improvements.
  • Ensures Transition of Care (TOC) processes are seamless and appropriate including ensuring follow-up appointments are scheduled and kept. Coordinate with all offices to improve clinical integration in the healthcare system. Supports customer service initiatives and guidelines to reach customer service targets. Develops and implements plans to increase access to care for both new and established patients.
  • Provides the leadership role and guidance necessary to ensure that employees reflect a positive attitude in their work and customer relations. Works to build referral relationships with all referring physicians both in the medical group and throughout the community.
  • Assists in developing and implementing operational short-term and strategic long-term plans for assigned areas consistent with PHMG's mission, goals, and objectives. Supports Office Managers and other office staff to optimum capability, capacity, and responsibility. Assists and encourages thorough evaluation and feedback, employee growth, and the capabilities of employees. Takes necessary action in concert with Human Resources to maintain employee performance consistent with PHMG goals and objectives.
  • Responsible for tracking and analyzing patient and financial data. This includes budgets, quality reports, and department metrics found in EPIC. The Operations Specialist will use them to determine trends and variances and identify areas in which positive changes can be made.
  • Supports the medical group to adapt to rapidly changing market conditions through best practice models and efficient use of resources. Works closely with the Director(s) of Ambulatory Operations to promote the growth of physician services in keeping with UPMC Pinnacle Medical Group's goals and objectives.



  • Associate degree in Business or health care related field and 3 years of physician practice experience OR high school diploma and 5 years of practice management or physician revenue experience required.  Primary or Specialty practice preferred.
  • LPN or higher preferred.
  • Experience in an outpatient health care facility is required.
  • In-depth knowledge of practice operations, insurance/billing, and reimbursement requirements.
  • Travel across all regions is required.
  • Clinical knowledge/experience is preferred.  Emphasis on clinical education and experience with a business secondary. 
  • Must possess good leadership and organization skills as well as education and communication to the adult learner.
  • Computer skills mandatory including Word and Excel.
  • Customer service skills, analytics, decision-making skills, ability to remain calm in all situations required.  Ability to listen and communicate effectively with all levels of the organization.  Ability to prioritize and evaluate priorities in actively changing situations.

Licensure, Certifications, and Clearances:
Clearances must be within 90 days

  • Act 33 with renewal
  • Act 34 with renewal
  • Act 73 FBI Clearance with renewal

  • UPMC is an Equal Opportunity Employer/Disability/Veteran

Total Rewards

More than just competitive pay and benefits, UPMC’s Total Rewards package cares for you in all areas of life — because we believe that you’re at your best when receiving the support you need: professional, personal, financial, and more.

Our Values

At UPMC, we’re driven by shared values that guide our work and keep us accountable to one another. Our Values of Quality & Safety, Dignity & Respect, Caring & Listening, Responsibility & Integrity, Excellence & Innovation play a vital role in creating a cohesive, positive experience for our employees, patients, health plan members, and community. Ready to join us? Apply today.

   Current UPMC employees must apply in HR Direct