This position is incentive eligible.
Job Summary and QualificationsThe Director of Physician Office Scheduling position is primarily responsible for all duties and responsibilities related to achieving the department, Physician Services (PHY), and company goals and objectives as identified and authorized by CSO leadership.
The Director of Physician Office Scheduling defines, develops, coordinates, recommends, and implements how their assigned business lines and teams will assist in achieving the goals and objectives of the PS CC department, assigned business line(s), Physician Services (PHY), and the company. They frequently meet with other Physician Services (PHY) and CSO department management, and may meet with company senior executives. The Director takes a leadership role in setting service vision and direction, ensures standards and security policies are maintained, and effectively manages the customer experience from end to end. The Director must interact with CSO and Physician Services (PHY), regarding issues related to the patient or customer experience. The position also champions process improvements, while building and expanding relationships with key stakeholders. The Director of Physician Office Scheduling:
- Maintains a working knowledge of the systems related to the business lines supported.
- Routinely provides creative and innovative ideas and approaches that will improve the performance of department systems.
- Assists in meeting the business goals and strategies to Physician Services (PHY) and company executive management, business line(s), senior management, and other functional areas as required.
- Independently and in conjunction with other CSO, Physician Services (PHY), or Corporate departments, works to achieve company goals and to develop standards and policies to refine the ability to reach and maintain said goals.
- Ensures that functional area(s) deliver products and services effectively, develops its staff and capabilities, follows processes and standards, builds and expands relationships with key stakeholders, and plans and allocates resources to meet CSO PS CC and PHY goals.
The ideal candidate will combine strong leadership and technical ability with excellent documentation, communication and process development skills. He/She will create an environment that encourages information sharing, team-based resolutions, cross-training, and process improvement to ensure effectiveness, efficiency, and service excellence. The Director will collaborate across departmental boundaries to ensure Physician Services (PHY), goals and HCA priorities are met and business value is realized. The ideal candidate will also demonstrate competency in staff development and keeping current with industry trends and changes in healthcare technology. They will continually seek to improve leadership skills as related to all areas of the support organization through attending classes and keeping up to date on industry standards and by providing facility onsite support as requested.
The Director of Physician Office Scheduling provides support during and after normal business hours as required for escalation purposes.
Supervisor: VP Physician Contact Center Operations
Supervises: Physician Office Scheduling Manager
Duties (included but are not limited to):
Operations Management - approximately 30%
- Consistently identify, communicate and implement processes to improve the level of service provided to patients and customers.
- Identify performance measurements to be use in quantifying department service levels
- Assist in achieving departmental performance objectives and service levels.
- Establish service level goals and objectives.
- Responsible for meeting service level and project deadlines assigned.
- Build and maintain relationships with staff, leadership, and key stakeholders.
- Review annual budget for Physician Office Scheduling CC and monitor expenditures throughout the year to stay within budget.
- Facilitate or initiate opportunities to improve departmental efficiency, develop solutions and coordinate solution implementation.
- Maintain a high functioning level of written and verbal communication skills, ensuring teams provide clear and concise message delivery to all company stakeholders, especially executive leadership.
- Ensure daily and monthly statistics/reports used in all aspects of operations are accurate and delivered timely to stakeholders
- Ensures accountability for department and team goals by leveraging metrics and reporting, ensuring regular and timely feedback mechanisms are in place
- Regularly review and analyze support team work trends, utilizing results to execute service delivery improvement actions.
- Develop and direct process improvement initiatives to improve customer satisfaction and operational efficiency.
- Evaluate and recommend new technologies that have the potential to improve the service experience.
- Direct the deployment of new toolsets and processes
- Identify, actively lead and participate in projects to support department goals.
Team Direction and Management - approximately 30%
- Supervise staff to ensure that procedures are followed regarding the overall scheduling process to include documentation, workflow, and GFE's.
- Maintain a high level of knowledge and an understanding of the scheduling process.
- Identify internal training/staff development needs. Ensure ongoing training mechanisms are in place and ensure procurement of new resources to meet identified needs.
- Lead efforts to develop new and/or optimize existing processes and procedures.
- Lead efforts in aligning tactical and strategic efforts with business expectations in congruence with department guidelines and parameters.
Staff Development and Allocation - approximately 20%
- Conduct interviews and participate in hiring of new employees; as needed.
- Conduct performance reviews, performance management interviews, career development, and coaching/mentoring activities
- Complete annual salary and budgets.
- Ensure routine training assessment and fulfillment activities.
- Establish staffing goals and criteria for department.
- Review and monitor staff schedules to maximize service delivery potential.
- Participate in building functional core competencies and disciplines to support the needs of the business.
Relationship Management and Interdepartmental Support - approximately 20%
- Builds relationships and works closely with Physician Services (PHY), business operations, key support teams, IT leaders, practice liaisons and staff.
- Creates an environment that encourages information sharing, team-based resolutions, cross-training, and process improvement within the department or area managed to ensure effectiveness, efficiency, and service excellence.
OTHER/SPECIAL QUALIFICATIONS
- Exceptional interpersonal skills to interface with all levels of the organization across all lines of business.
- Exceptional written and verbal communication skills.
- Exceptional customer service skills in a team-oriented, collaborative environment.
- Demonstrated excellent analytical skills and problem solving abilities.
- Demonstrated experience with problem tracking and trending.
- Demonstrated leadership skills in dealing with peers and associates.
- Demonstrated strong organization and time management skills with the ability to work in a fast-paced, demanding environment.
- Demonstrated ability to effectively direct and achieve a multitude of objectives simultaneously.
- Demonstrated ability to successfully manage business relationships.
- Demonstrated excellent project management leadership abilities including managing complex projects.
- In depth knowledge of customer service and customer service tools.
- In depth knowledge of all applicable systems as assigned.
- Proven managerial and administrative skills.
- Requires no supervision.
- Ability to make independent decisions.
- Ability to judge problem severity and use discretion in obtaining services as needed.
Knowledge, Skills and Abilities:
- Organization - proactively prioritizes needs and effectively manages resources
- Communication - communicates clearly and concisely, verbally and in writing. This includes utilizing proper punctuation, correct spelling and the ability to transcribe accurately. The ability to communicate with staff, Parallon Management, Division and Group Executives
- Customer orientation - establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations
- Interpersonal skills - able to work effectively with other employees, patients and external parties
- PC skills - demonstrates proficiency in Microsoft Office applications and others as required
- Leadership - guides individuals and groups toward desired outcomes, setting high performance standards and delivering leading quality services
- Tactical execution - oversees the development, deployment and direction of complex programs and processes
- Project Management - assesses work activities and allocates resources appropriately
- Policies & Procedures - demonstrates knowledge and understanding of organizational policies, procedures and systems
- Basic skills - demonstrates ability to organize, perform and track multiple tasks accurately in short timeframes, have ability to work quickly and accurately in a fast-paced environment while managing multiple demands, ability to work both independently and collaboratively as a team player, adaptability, analytical and problem solving ability and attention to detail and able to perform basic mathematical calculations, balance and reconcile figures, punctuate properly, spell correctly and transcribe accurately.
Education:
- Bachelor's Degree in Business or related field required. Equivalent work experience may substitute education requirements.
Experience:
- Minimum 5 years management level experience in a healthcare environment, 5 years preferred.
- Minimum 5 years contact center experience
Certificate/License:
