What are the responsibilities and job description for the Director of Patient Access, The Emory Clinic position at Emory Healthcare?
Overview
At Emory Healthcare, we integrate science and caring to change the face of health care. Our team members are courageous individuals who are willing to challenge the status quo and help find solutions to complex problems. We’re empowered to influence change for, and with, our patients, their families, the community and each other.
We’re defining a new standard of care for humankind. Are YOU ready to join us?
Description
Director of Patient Access, Contact Center
Job Description
At Emory Healthcare, we integrate science and caring to change the face of health care. Our team members are courageous individuals who are willing to challenge the status quo and help find solutions to complex problems. We’re empowered to influence change for, and with, our patients, their families, the community and each other.
We’re defining a new standard of care for humankind. Are YOU ready to join us?
Description
Director of Patient Access, Contact Center
Job Description
- Plans, directs, manages, coordinates and monitors operations of the Patient Access Department. This includes a total staff of ~275 frontline staff and ~30 management/leaders.
- Inspire, train, and lead staff in providing patients with an exceptional experience, focusing on patient engagement, retention, and growth.
- Develop reporting mechanisms and key performance indicators (KPIs) to evaluate the effectiveness of the department(s) and ensure continuous improvement. Implement appropriate interventions when KPIs are below benchmarks and goals.
- Ability to review data to determine operational impacts and needed actions; elevate issues, trends, improvement areas, and management opportunities.
- Meets or exceeds threshold goal for department turnover and/or system metrics on employee engagement indicators.
- Develops and manages operational initiatives with measurable outcomes. Formulates objectives, goals, and strategies collaboratively with other stakeholders, as needed.
- Drives department service standards and activities to impact department and/or system score for patient/customer-based satisfaction, through role modeling and fostering accountability.
- Serves as a liaison between the clinic operations leadership and the patient access team holds leaders accountable to meeting internal and external customer service measures such as service level, first call resolution, error rates and scheduling accuracy.
- Develops feedback loops and established channels for root-cause analysis and process improvement with other revenue cycle and clinical leaders.
- Bachelor’s degree in business or related field.
- Master's degree preferred.
- Must have at least 5 years of experience in a healthcare setting or related field.
- Combination of education and experience will be accepted.
- Prior knowledge, skills, and experience working in a contact center and leading a contact center team.
- Excellent verbal and written communication skills
- Exceptional customer service skills are required.
- Strong attention to detail and accuracy, using problem-solving skills and analytical thinking.
- Conflict resolution skills
- Knowledge and experience using Microsoft Office (Word, Teams, Excel, PowerPoint, Outlook) products are required.
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