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Work Shift

Job Summary:

The Comprehensive Access Center Operations Director is responsible for the development and operational efficiencies of the department. They will be considered a subject matter expert in the areas of enterprise access, quality management, call center metrics, and performance improvement. This director supports the ability to implement and operationalize services that will best meet the needs of the organization as well as the community of patients we serve. The position works closely with hospital leadership, medical imaging facility leaders, WellStar Medical Group and system leadership to coordinate services both directly to patients and to the operational leaders of the respective areas being managed by the Comprehensive Access Center. The individual in this role brings experience in a complex, multi-channel communication, integrated patient access centers. This director of operations is a professional who provides leadership and management of the staff under their purview through the effective use of knowledge and skills to promote the creation of a unified department. Manages centralized scheduling along with other assigned contact center areas. Oversees the daily activities of the staff at the assigned facilities/departments. Responsible for the day to day operations of the Comprehensive Access Center through the management of departmental Key Performance Indicators. Implements real time programs of improvement to improve performance as required. Coordinates activities with lead staff and other personnel. Plans, organizes, delegates and manages staff functions relating to the assigned facility(s). He/She works with the system and facilities to he lp manage WellStar Health System's Comprehensive Access Center. This role requires the ability to assist with and facilitate change management program s of work/onboarding new program s of work. Participation in optimization efforts as they relate to a patient scheduling and authorization work. The Comprehensive Access Center Operations Manager creates and ensures a desirable, safe work environment that enables the organization to meet or exceed its mission and goals. He/she models the way to foster communication and collaboration with physicians, staff, patients and other departments. He/she is responsible for performing a wide variety of management tasks requiring independent judgment, ingenuity and initiative. The Director maintains awareness of patient access industry changes as well as changes in the technical and support services required to maintain operational efficiencies. Through innovation and collaboration, this leader will continue WellStar's efforts to deliver world-class patient care.

Core Responsibilities and Essential Functions:

Administrative Duties / Strategic Management / Safety & Quality Oversees the operations and efficiencies of the WellStar Comprehensive Access Center to include strategic initiatives and ongoing operations. o Coordinates all staffing and technology for the Access Center including ambulatory appointments, physician appointment scheduling; physician consultation and referrals; and scheduling. o Works with external service providers on services and/or plans for recommended additions to existing services. o Works with IT to optimize patient throughput, patient access, and reporting. o Provides guidance on structures that support expansion of services both within WellStar and to other healthcare providers in the community. o Maintains access/contact center industry knowledge. o Partnering with WellStar marketing on brand communication plans for all services offered Manages access services in a manner that achieves benchmark levels of productivity and efficiency. Meets regularly with hospital and system leadership to update progress on key initiatives. Establishes metrics of performance for access services that are aligned with the five strategic pillars. Conducts periodic operational reviews to ensure alignment and accountability around key initiatives. Able to work scheduled hours and must be flexible to meet the needs of the department. Assist staff with job responsibility and job function concerns. Coordinates department activities with lead staff and other personnel. Facilitates departmental staff meetings on a monthly basis Works closely with the QA/QC/Training, and Template Management teams continuously and ensures department participation in P.I. initiatives. Manages, assigns and delegates work to staff for the various work stations EMR, Electronic Orders, Authorization, WQs, etc.) Communicates with facility managers and other staff to assure appropriate schedules. Make necessary changes to scheduling templates as requested by facility. Reviews scheduling procedures with the appropriate physician(s), as needed. Keeps department current in regard to Medicare Guidelines referencing exams that require Medical Necessity checks. Represents the Comprehensive Access Center during site specific meetings, such as managers meetings, Safety, EOC, Denials, etc. Assists scheduling personnel to ensure adequate time slots for patients. Completes and/or oversees necessary paperwork, monthly statistics, etc. Ensures Time and Attendance are processed timely and according to policy. Maintains and promotes standard of care as outlined in the policies and procedures. Monitors the utilization of contract personnel and reviews prior to usage with the depts executive leadership. Understands Scope of Service for assigned units of Scheduling (WMG, MIS, CAC). Actively participates in Leadership WellStar - by completing Cascade Learning Modules. Fosters an environment of Employee Satisfaction - Reward and Recognition. Complies with all WellStar Health System policies, standards of work, and code of conduct. Assumes responsibilities for all other duties as assigned. Team Management / Customer Service Knows the existing lines of communication and authority, handles communications properly and is dependable and cooperative. Maintains department records, JCAHO, State and Federal regulations and Performance Improvement. Ensures quality patient care and ensures accurate and timely scheduling. Works with physician relations, physician office personnel, and other business units to improve processes. Cooperates with managers and other directors to provide quality service to our patients, physicians business intelligence representatives and other customers. Monitors customer hold times and identifies/implements processes to decrease wait. Periodic assessment of telephony system to ensure efficient navigation of phone tree, call distribution, and recording, etc. Provides privacy for patients/customers according to HIPAA guidelines. Provide timely follow up with patient/customer/ facility concerns. Utilizes scripting and rounding to improve customer service Recognizes that total patient care starts when the patient schedules their procedure and ends when the physician/patient have their imaging results. Work in partnership with One Wellstar providing guidance and implementation of enterprise policies and procedures Financial Accountability / Successful Growth Actively participate in the annual budgeting process. Ie. Capital and Operating. Communicates and evaluates department needs concerning budget and investigates variances. Monitors staffing levels and overtime to validate usage and/or request necessary staff positions. Monitors facility backlogs and inform s leadership when appropriate. Actively engaged with new facilities to ensure scheduling templates, reminder calls, and resources are available for operational success. Actively engaged with system and facility financial leaders working on decreasing/eliminating Medical Imaging denials. Trust/Engagement Builds a culture of trust and engagement as reflected in the Great Place to Work Trust Index Survey at a direct report, workgroup and hospital/entity level. Holds leaders accountable for behaviors that create trust and engagement. Perform s all duties and responsibilities of this position in a manner that reflects the values of WellStar. Maintains and strengthens relationships with physicians and assures their involvement in developing system s to assure the growth of the service and the cost-effective delivery of quality patient care in a manner that fosters patient and employee satisfaction. Results Oriented Leadership Sets challenging and productive goals for team. Holds team accountable for actions while providing leadership and motivation. Provides resources and support. Uses checkpoints and data to track progress, setting up system and processes to measure results. Collaboration and Partnership Works collaboratively and as a team member with hospital leadership. Partners with Human Resources to achieve desired organizational culture, staffing and workforce metrics. Fosters positive working relationships between staff and physicians across the Health System. Fosters a culture that focuses on customer service, staff participation, collaboration, motivation, and effective communication. Performs other duties as assigned Complies with all Wellstar Health System policies, standards of work, and code of conduct.

Required Minimum Education:

• Bachelors Health Administration or Bachelors Other or Masters Health Administration-Preferred or Masters Business Administration/Management-Preferred or Masters Other-Preferred

Required Minimum License(s) and Certification(s):

All certifications are required upon hire unless otherwise stated.

• CHFP - Cert Healthcare Financial Prof or CHFP-P - Cert Healthcare Financial Prof - Provisional (120 Days) within 120 Days

Additional License(s) and Certification(s):

Epic Cadence & Radiant Certification Upon Hire Preferred and CHAM Upon Hire Preferred

Required Minimum Experience:

Minimum 5 years Management experience (overseeing people leaders) in Contact Centers Required and Minimum 5 years Experience in the medical field, practice operations management, providers template, scheduling, and change management Required and

Required Minimum Skills:

Demonstrate working knowledge of computers, information system s and maintains records. High Medical Terminology experience. High Excellent communication skills and organizational skills. High Experience with Microsoft Suite products especially Word and Excel. High The individual must be able to communicate and understand verbal and written English language and display a positive attitude (see WellStars Mission, Vision, Credo and Code of Conduct). High Experience with Epic Cadence & Radiant Reporting High

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