Scheduled Hours

40

Position Summary

This management role will serve as a resource to support a team performing the critical function of patient scheduling for the Department of Pediatrics at Washington University. This key role will support innovation in centralizing scheduling for a large, complex department with multiple ambulatory clinic service lines and locations. The manager will lead and develop a skilled staff responsible for scheduling appointments for almost a dozen pediatric subspecialties including, but not limited to, cardiology, gastroenterology, rheumatology, immunology, adolescent medicine, complex and developmental behavioral care, hematology and oncology, endocrinology, and others.

With responsibility for fielding patients and also referring physicians, this role serves as the primary point of access to the department. The successful candidate will have a customer centric attitude and must have a passion for training and developing others. This position will manage the contact center and oversee essential functions including patient registration, patient scheduling and will also have responsibility for appropriate triage of incoming medical calls, provider schedules and templates, and pre-arrival. Technical training and experience with process improvement and resource optimization to increase quality and efficiency are integral. Experience with innovation and strategic planning are critical, as a primary goal is to improve the patient access experience across the department.

Job Description

Primary Duties & Responsibilities

Contact Center Management

• Manages contact center staff and operations for department. Maintains and grows services by developing positive customer (patient and referring physician) relationships and high levels of customer satisfaction. Provides management direction and assistance in resolving issues and complaints by team members, physicians, patients and referring physician offices.
• Oversees patient scheduling and registration functions ensuring that patients (excluding those with non-contracted plans) are scheduled at the right time, with the right provider at the right location with the right information.
• Ensures staff has adequate training and resources to properly field patient needs and address insurance issues.
• Ensures that immediate and appropriate action is taken via triage of urgent medical conditions.

Provider Schedule/Template Management

• Works closely with physicians, the Director of Clinical Operations and Vice Chair Clinical Operations to ensure provider schedules are built appropriately to reflect practice goals and needs.
• Regularly reviews utilization reports of providers schedules to ensure providers and locations are optimized for patient volume/through-put.
• Strategizes with other department leaders to continue to improve patient access to department and providers.
• Manages staff who perform pre-arrival review of scheduled patients, ensuring that insurance is accurate/up to date and necessary referrals are secured.

Strategic and Operational Management

• Develops and implements performance and quality improvement processes related to patient scheduling, template and access; monitors for effectiveness of these processes.
• Works with department Access Committee to develop and implement new and best practices.
• Interfaces with Director of Clinical Operations, clinic managers, billing manager, coding manager and nursing staff to assure patient contact services are relevant, effective and efficient.
• Provides reports and analysis on contact center services.
• Performs other duties as assigned.

Preferred Qualifications

• Bachelor’s degree or higher with technical and management experience.
• Medical Assistant or nursing experience.
• Strong understanding of WUSM contracted insurance plans and Epic experience.
• Exceptional internal, external, customer service and people management skills.
• Demonstrates human relations and effective communication skills.
• Working knowledge of patient services.
• Organizational, communication and interpersonal skills.
• Excellent communication skills and the ability to interview, counsel or advise patients and their families and able to perform high level problem solving, negotiation and executive functions.

Required Qualifications

Bachelor’s degree in related field and 5 years of management experience. Combination of education and experience totaling 10 years will be accepted in lieu of a degree.

Grade

C13

Salary Range

$68,100.00 - $105,500.00 / Annually

The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.

Questions

For frequently asked questions about the application process, please refer to our External Applicant FAQ.

Accommodation

If you are unable to use our online application system and would like an accommodation, please email [email protected] or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.

Pre-Employment Screening

All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

Benefits Statement

Personal

• Up to 22 days of vacation, 10 recognized holidays, and sick time.

• Competitive health insurance packages with priority appointments and lower copays/coinsurance.

• Want to Live Near Your Work and/or improve your commute? Take advantage of our free Metro transit U-Pass for eligible employees. We also offer a forgivable home loan of up to $12,500 for closing costs and a down payment for homes in eligible neighborhoods.

• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness

• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family

• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.

• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/

EEO/AA Statement

Washington University in St. Louis is committed to the principles and practices of equal employment opportunity and especially encourages applications by those from underrepresented groups. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.

Diversity Statement

Washington University is dedicated to building a diverse community of individuals who are committed to contributing to an inclusive environment – fostering respect for all and welcoming individuals from diverse backgrounds, experiences and perspectives. Individuals with a commitment to these values are encouraged to apply.