The Director of the Medical Group Access Center is accountable for all activities related to workflow, performance data and overall management of the operations to ensure that patient calls and requests are being handled timely, efficiently, and accurately. The Director works closely with and advises senior management regarding operations of the department. The Director is responsible for the Access Center Patient Satisfaction scores and leading the Access Center through all health system initiative around Consumerism, Direct Scheduling, and all other MG / Practices initiatives it improve the service and patient experience.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Directs staff and provides strong leadership that mentors and develops teams within the Access Center
Creates team structure to maximize efficiency and effectiveness of incoming calls and workflow
Creates a dashboard for department metrics and manages to appropriate efficiency and desired performance levels
Designs and implements a schedule for transitioning other practices to the Access Center
Identifies and develops infrastructure and equipment needs for expansion of services
Develops business and staffing plans for growth within department
Design and develop effective systems of performance incentives
Develops, implements and maintains internal and external quality assurance programs with a goal to exceed Service Level Agreement performance.
Partakes in the interviewing and hiring process to ensure quality hires & works with HR through the recruitment process
Manages and expands client and coworker relationships
Develops and manages budget for area of responsibility
Participates in leadership meetings
Serves as a liaison with the Director of Nursing Services regarding clinical protocols for the RN triage team
Participates in performance evaluations and makes recommendations regarding merit increases, promotions, or disciplinary action.
Leads, organizes, implements special projects or performance improvement activities
Accountable to see that patient concerns are resolved & ensures patient concerns are acknowledged. Service recovery is important
Performs assigned work safely, adhering to established departmental safety rules and practices
Reports to the VP of Medical Group Practice Management and Operations in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients and visitor
Partner with system leaders on the development of digital approaches to access
Contribute to system-wide strategies to reduce phone volume and migrate towards consumer-centered tools and systems
Lead efforts to explore and implement innovative models for improving access functionality, performance and convenience
Embrace the dual customer relationship of patients and caregivers served by the access center, with a focus on continuous improvement and exceeding expectations
Perform other related duties as required.
SCOPE, PURPOSE, AND FREQUENCY OF CONTACTS:
Daily contact with staff, patients, The Medical Group Leadership, provides support to the Access Center team members, ability to answer and resolve problems related to the Access Center.
DIRECTION/SUPERVISION OF OTHERS:
Manager of Access Center, Site Supervisors and Access Center staff
VP of Medical Group Practice Management and Operations
EDUCATION AND EXPERIENCE REQUIREMENTS:
Bachelor's degree required. Masters Degree in Health Care or Business Management or other related field preferred. Five to seven years of customer service or community/ public interaction required with at least three in supervisory positions. Call Center management experience required. Experience preparing management and performance reports and presenting operational status to senior level management. Database management experience. Healthcare experience including familiarity with medical terminology and healthcare insurance issues.
Internal Number: JR51095
About Christiana Care Health System
Christiana Care Health System is headquartered in Wilmington, Delaware and is one of the country's largest health care providers, ranking 21st in the nation for hospital admissions. Christiana Care is proudly a Nurse Magnet recognized institution. Christiana Care Health System is also one of the largest health care providers in the mid-Atlantic region, serving all of Delaware and portions of seven counties bordering the state in Pennsylvania, Maryland and New Jersey. A not-for-profit, non-sectarian health system, Christiana Care includes two hospitals with more than 1,100 patient beds, and is a major teaching hospital with two campuses. Christiana Care is continually recognized for excellence on a regional and national level. Our role in the community is expressed in the Christiana Care Way: "We serve our neighbors as respectful, expert, caring partners in their health. We do this by creating innovative, effective, affordable systems of care that our neighbors value."Christiana Care is a great place to work because we value diversity and recognize it to be a core part of our success. Because of the diversity of our employees, affiliated health professionals and volunteers, we are... positioned to meet the unique needs of our patients and community. We acknowledge and celebrate the uniqueness and talent of each employee. Because of our talented workforce we are able to provide a quality healthcare experience to our patients and community. We strive to create an inclusive environment in which individual diversity can be leveraged and thrive. Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.