Director-Access Call Center, Med Center I, Days - UofL Health

JOB SUMMARY

Responsible for the planning, build, and implementation of a newly forming Patient Access Call Center; Direct the overall implementation including people, processes, and technology of the organization’s Patient Access Call Center operations with a strong emphasis on customer service and patient experience.  Establish the Call Center as a national best practice leader in patient access call center operations. Core duties include management and leadership of processes for the continuous improvement of the employee engagement, patient and customer experience by leading and managing the following teams within the Call Center: Workforce Management, Quality Management, Performance Improvement, Training and Development and Analytics and Reporting Management.

JOB RESPONSIBILITIES

• Partner and collaborate with current leadership and project management team to ensure successful implementation of the Patient Access Call Center. Implement the phone system for the Call Center. Develop the Pre-Clearance function and manage. Implement and administer the insurance eligibility system and procedures. Implement and administer the scheduling system and procedures.    
• Liaise between the Patient Access Call Center and IT, HR, Clinics, as well as vendors, external business partners, and other relevant stakeholders as needed.
• Lead the Patient Access Call Center in a manner that is patient-centered, employee dedicated, customer-focused, and demonstrate a commitment to excellence through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.
• Works with executive leadership, clinical directors, and physicians to identify issues that create any barriers to patient flow into the ULP health care system.

• Develop and maintain performance benchmarks and implement reporting mechanisms to monitor performance against benchmarks in an effort to decrease lost revenue and provide exceptional customer service, and educate Executives on the performance of the Access Call Center.
• Research and implement best practices, projects, policies, and procedures to improve performance in all areas of the Patient Access Call Center.
• Work with employees to develop and implement departmental and individual goals consistent with leading benchmarks of highly successful Patient Access Call Center Operations.
• Educate clinical leaders, staff, and providers on relevant Patient Access Call Center specific policies and procedures.
• Perform other duties as assigned or required.

MINIMUM EDUCATION & EXPERIENCE

• Master’s degree from an accredited college or university in business administration, healthcare administration preferred, or a related field, or a Bachelor’s degree with 5-7 years of relevant experience.
• Minimum 5 years of management experience in a as a Patient Access Call Center professional.
• Experience designing and implementing new programs and services relative to Patient Access.
• Strong analytical skills required.
• Excellent organizational and leadership abilities.  An ability to quickly establish rapport, motivate, gain respect, and to lead is essential.
• Knowledge of complex computer systems relating to all hospital operations and clinical systems requirements.

KNOWLEDGE, SKILLS, & ABILITIES

• Effective leadership and analytical skills including working knowledge of Budget preparation and control, financial statement analysis, staffing models, scheduling, and telecom opportunities.
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations.
• Strong negotiation, interpersonal, written and oral communications skills.
• Federal, state and HIPAA privacy regulations.
• Health care trends; ambulatory care, managed care systems and clinical systems.
• Telephone information technology systems.
• Basic research methods and report writing techniques.
• Interpersonal skills using tact, patience and courtesy.
• Customer service expert.
• Medical office procedures, methods and equipment, including computerized EPM and EHR systems.

WORKING CONDITIONS

• Office environment; exposure to computer screens, noise and electrical energy; contact with physicians, staff, patients and the public.
• Essential functions require maintaining physical condition necessary walking, standing and sitting for extended periods of time.