Summary:
UNC Health's Care Access team is seeking a Program Manager to oversee assigned Access Center programs and enterprise access initiatives that scale UNC's digital front door and support integration across primary care, specialty care, and future workstreams. Responsibilities include program administration, financial and business planning, budget and hiring variance tracking, and monitoring/reporting progress toward program objectives.
This role oversees project managers and project coordinators responsible for Access Center business development, onboarding new clinics and service lines, supporting hiring/backfills, and managing technology implementation projects including Guided Scheduling, Verint, Epic Cheers CRM, patient communication tools, referral optimization, and AI-enabled scheduling pilots.
The Program Manager partners across Care Access, Nurse Connect, Access Center, Capacity Management, Self-Scheduling, Referrals, Patient Communications, Quality, clinical departments, entity leadership, and ISD to support portfolio governance, prioritization, leadership reporting, standard work, workflow optimization, escalation pathways, policy governance, operational disruption planning, and performance improvement.
An ideal candidate has strong program leadership, people management, access operations, technology implementation, analytics, financial planning, and change management skills.
Responsibilities:
- Access Center Program Administration: Serves as a member of the UNC Care Access team leading Access Center program management, business development, integration and strategy. Plans, coordinates and administers assigned Access Center programs, including related procedures, processes, services and systems. Supports onboarding of new clinics and service lines, hiring/backfills, capacity planning, standard work, escalation pathways and Access Center optimization requests.
- Analysis, Technology and Financial Planning: Analyzes and resolves complex Access Center program issues to maximize efficiency, safeguard system assets and support internal controls and regulatory requirements. Provides oversight of KPIs, dashboards, operating and capital budget tracking, hiring variance tracking, portfolio reporting and business planning. Supports implementation and optimization of Guided Scheduling, Red Word triage, Nurse Connect workflows, Unified Front Door, specialty access, Verint, Epic Cheers CRM, patient communications, referral optimization and AI-enabled scheduling pilots.
- Communication, Relationships and Leadership: Leads and supervises project managers and project coordinators working with operational, clinical and ISD partners to design and implement Access Center tools and workflows. Works with peers and entity partners to identify improvement opportunities, standardize processes and implement changes with minimal disruption to patient care or administrative activities.
- Strategic Planning and Leading Change: Interfaces with UNC Health Care entities to communicate strategies, elicit support and assist with implementation of Access Center and Care Access priorities. Ensures departmental goals align with organizational priorities and resources, including Access Center budget tracking tied to the overall Care Access budget. Leads change, communicates expectations, supports team performance and promotes innovation and continuous improvement.
Other InformationOther information:
Education Requirements:• Bachelor's degree (preferably in Accounting, Business Administration, Finance, Health Administration or related field)
Licensure/Certification Requirements:• No licensure or certification required.
Professional Experience Requirements:• Five (5) years of program/project management experience required. Supervisory experience preferred
Knowledge/Skills/and Abilities Requirements:Job DetailsLegal Employer: NCHEALTH
Entity: Shared Services
Organization Unit: Patient Access Center - CASI
Work Type: Full Time
Standard Hours Per Week: 40.00
Pay offers are determined by experience and internal equity
Work Assignment Type: Hybrid
Work Schedule: Day Job
Location of Job: US:NC:Chapel Hill
Exempt From Overtime: Exempt: Yes
This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care; except that, if you are currently a UNCHCS State employee already working in a designated shared services department, you may remain a UNCHCS State employee if selected for this job.
