Manager, Centralized Access Services
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Job Description
Manager overseeing operational strategies for Centralized Access Services at OHSU. Focused on improving patient access and managing call center operations efficiently.
Responsibilities:
- Oversee Connected Care Center (C3) operations for centralized call handling, referral management, scheduling, patient registration, financial clearance, and will assist the Director with aspects of template management.
- Assists the Director with determining operational strategies for template design and capacity planning.
- Responsible for continuous improvement to processes, developing and documenting efficient workflow plans.
- Ensure that all patient and provider complaints are resolved in real-time with favorable solutions.
- The Operations Manager must have excellent people management skills, the ability to report on productivity, and an analytical mindset to monitor performance indicators.
- Coaches and develops staff to improve quality, performance, and productivity.
- Articulates work and performance expectations.
- Adheres to OHSU policy regarding coaching, counseling, and progressive disciplinary actions.
- Uses creative and innovative methods to motivate staff and to create a succession planning.
- Collaborates with others in the development of schedules to optimize clinical time and patient experience.
- Develops targets and tracks staff daily performance and productivity.
- Creates stretch goals to improve service levels and optimize productivity.
- Monitors and maintains work volume statistics.
- Develops a process for escalated issues.
- Answers questions and recommends corrective services to address complaints.
- Aligns with organizational access objectives in support of multi-channels of scheduling.
- Accomplishes organizational goals by accepting ownership for new and different requests with complete understanding and clarity to execute against plans.
- Supervise and ensure quality customer service to both external customers (patients, patient families, referring providers, insurance carriers, etc.) and internal customers (OHSU healthcare providers and staff).
Requirements:
- A bachelor’s degree or 4 or more years of equivalent experience is required.
- Epic Cadence certification or proficiency is necessary, as well as familiarity with multi-channels for scheduling (online, telemedicine, etc.)
- Must have 4 or more years of call center operations experience within the healthcare industry.
- A minimum of 2 years of supervisory/managerial experience.
- Strong knowledge and experience base of patient access operations from registration to scheduling is required.
- Comprehensive knowledge of healthcare access systems, patient care operations in a complex health system.
- Demonstrate strong communication and customer service skills, an ability to work collaboratively, and function independently.
- Organizational skills both to function independently and to work closely with other professional using a team approach.
- Judgment skills to make appropriate decisions.
- Must be able to supervise a number of people and manage multiple demands and to respond rapidly to changing priorities.
- Knowledge of computer systems and integrating software to maximize work process efficiencies.
Benefits:
- Health insurance
- Paid time off
- Professional development
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