1. Provide visible and proactive leadership to patients, families, physicians, internal leaders, and partners for all initiatives related to ambulatory access to care. 2. Provide strategic input to senior leadership for the establishment of processes and partnerships to enhance patient access to care. 3. Systematically integrate YM specialty practices into the Access Center. 4. Partner with consulting group to design and monitor the operating and technical systems of the Access Center. 5. Develop programs that enhance access to care. 6. Champion efforts to improve processes that achieve superior customer service, access, and satisfaction. 7. Establish triage and scheduling policies and procedures to ensure a seamless, patient experience across Yale Medicine ambulatory services using a variety of formats such as telephone, EMR, web, and fax. 8. Identify areas of gap and collaboration with key stakeholders to establish protocols to ensure optimal patient/referring provider access; includes but not limited to, e-visits, international visits, and transition of care (ED, hospital, affiliated facilities). 9. Establish service level expectations/key performance indicators for scheduling staff that are consistent with YM standards. 10. Work closely with the Joint Data and Analytic Team to lead efforts in establishing reporting dashboards that accurately track staff and practice performance and provider/template capacity. 11. Track progress and continuously improve scheduling processes. Benchmark against national standards. 12. Implement process improvement initiatives to achieve efficient, a quality access and scheduling experience for all stakeholders (patients/referring providers). 13. Other duties as requested.
Preferred Education: MBA Degree. Call Center experience. Working knowledge of EPIC Cadence scheduling system.
Preferred Education, Experience and Skills: MBA Degree. Call Center experience. Working knowledge of EPIC Cadence scheduling system.
Required Skill/ability 5: Advanced skills using Microsoft Office (Word, Excel, PowerPoint) in a business environment.
Posting Position Title: Operations Director, Patient Access
Required Skill/ability 3: Excellent communication skills. Ability to effectively interface with executive leadership, physicians, frontline clinical staff and influence change.
Work Week: Standard (M-F equal number of hours per day)
University Job Title: Operations Director, Patient Access
Required Skill/ability 1: Superior critical thinking skills, with demonstrated ability to make independent, responsible decisions. Strong analytical skills.
Required Skill/ability 4: Strong process improvement, project management, and organization skills.
Required Skill/ability 2: Commitment to patient care.
1. Bachelors Degree in a related field, plus minimum 5 years of experience in a large physician practice, or equivalent combination of education and related experience. 2. Experience with an established history of clinical service excellence within an academic health care environment; and demonstrated success in progressively senior leadership roles.
Internal Number: 61772BR
About Yale University
Yale University is an American private Ivy League research university located in New Haven, Connecticut. Founded in 1701 in the Colony of Connecticut, the university is the third-oldest institution of higher education in the United States.