Develops, leads, and directs the patient, consumer, and physician access experience across a multi-facility integrated healthcare delivery network; striving for excellence and implementing best practices. Manages and leads operational implementation of innovative access strategies across the organization. Serves as the primary liaison between the access department, ambulatory and hospital leadership, members of Western Connecticut Health Network's medical staff, employed medical group, PHO and population health organization to ensure that defined service level expectations are consistently met or exceeded. Drives and manages access performance to support strategic growth initiatives, deliver service excellence, and strengthen physician relationships, achieving budgetary and revenue goals for the department and organization.
1. Works collaboratively with call center / contact center operations, leadership, and management team to ensure consistency and continuous improvement across the performance of access functions. Develops and implements innovative access solutions to position WCHN as the provider of choice in a competitive market.
2.Oversees and manages access-related contracts and service level agreements across the Network. Serves as a liaison and manages relationships with key stakeholders in order to achieve access strategies and optimize results.
3.Provides oversight for access related functions to include:a. Overall telecommunications and technology implementation as well as ongoing management and monitoring of applicable systems. b. Leveraging technology and telecommunications resources to develop standard work and process flows, decrease variability and improve service levels across access functions.C. Creates innovative ways to optimize the use of technology and continuously improve omni-channel access for patients and physicians, including on-line self-service platforms.D. Develops & manages training & development plan and resources.
4.Develops, implements, measures, and provides reporting regarding performance related to access metrics/scorecard. Reports on the quality of work produced and the productivity of the overall department. Implements methods for measuring and monitoring patient and physician experience/satisfaction. Provides regular updates on performance and quality metrics, as defined and upon request.Communicates findings related to quality, operational performance, and productivity and provides recommendations for improvement to leadership.
5.Leads, facilitates, and provides guidance within patient and physician access services for process improvement initiatives, special projects and implementations.Communicates and collaborates with all levels and key stakeholders to ensure an effective and efficient front end process that promotes and supports an excellent patient and consumer experience.Establishes and maintains an effective communication protocol to ensure a proactive and open approach to managing performance.
6.Works closely with Performance Improvement Specialists in the various phases of access-related projects from intake to implementation, establishing policies and procedures, goals, objectives, and benchmarks, ensuring they are synchronized with organizational strategies.
7.Effectively develops department budget and manages resources to ensure access departments meet/exceed service and performance goals.
8.Complies and meets regulatory measures; partners with peers in Access to ensure programs and processes' are driving intended results. Ensures compliance with applicable regulatory standards.
9.Fulfills all compliance responsibilities related to the position.
10.Performs other duties as assigned.
Formal Education and Job-Related Experience:
This position requires a minimum formal education of Bachelor Degree and minimum of five years job-related experience.
a. Bachelor degree in business management, business administration, healthcare administration, healthcare management or other related field of study. Master degree preferred.
b. Five (5) to seven (7) years of experience in business access and call center / contact center operations, preferably in an integrated healthcare system.
Criteria Desired (Not Required):
A. Minimum of 5 years of leadership experience.
B. Experience with physician specialties, hospital services, medical terminology, managing and updating a variety of databases.
C. Lean or Six Sigma training & certification preferred. Possess excellent communication skills (verbal and written), ability to communicate effectively with physicians, administration, nursing and clerical staff.
D. Demonstrated experience and ability to interface with various levels of leadership including senior and executive leaders.
E. Ability to manage multiple clinical disciplines with the desire to understand the operations and critical success factors for all areas of responsibility.
F. Possess critical thinking skills in order to solve and analyze complex issues.
G. Demonstrated success in the ability to manage large numbers of staff to ensure positive employee morale, efficient and cost effective allocation of resources, and employee retention.