A remarkable team of nearly 30,000 caring professionals comes together each day at UW Medicine to improve the health of the public. For us, working here is not just a job—it’s a calling. As providers, faculty, scientists, staff and administrators from diverse backgrounds, we are united by our dedication to excellence in providing patient-centered care, conducting innovative research and teaching the next generation of healthcare professionals.
As part of the Enterprise Access & Innovation team, the Program Operations Specialist will support several service lines in scheduling optimization efforts. This role will provide leadership and coordination for clinic and UW Medicine Contact Center process improvements to support patient access. This includes the development and optimization of clinic scheduling requirements, via service manual or EPIC decision trees. The Program Operations Specialist will field requests for changes and evaluate their feasibility in support of broader patient access goals and standards. This role requires the ability to make significant decisions of authority, and will play a key role in the analysis, design, implementation, facilitation and improvement of operations, systems and processes by applying standard project management practices, lean principles and other process improvement techniques. The Program Operations Specialist will also be accountable for developing reporting dashboards to evaluate service line performance against Access goals, and proactively identify opportunities and work plans to address performance gaps. This role reports to the Manager of Strategic Access Improvement on the Enterprise Access and Innovation team.
This individual will be part of team responsible for managing improvement projects for select service lines to support the strategic UW Medicine Health System goals, operating plans and priorities. This will include cross-enterprise standardization recommendations; process and workflow redesign, development, and implementation; and tracking of the effectiveness of newly launched processes through clinic & patient feedback and monitoring of key performance indicators.
• Work in conjunction with others in the UW Medicine Contact Center and UW clinics/providers to insure that initiatives and projects are identified, prioritized, and communicated appropriately to all stakeholders. • Develop and assure appropriate tracking and monitoring systems are in place to measure and sustain improvements worked on for each initiative. • Develop work plans to support an effective workflow for the clinic and the Contact Center, while delivering superb customer service and quality to all stakeholders and supporting standardized policies. • Manage all incoming requests from clinics/providers and evaluate the best potential solutions to support patient access across UW Medicine. • Evaluate, design, and facilitate the strategic integration of scheduling workflows with the UW Medicine Contact Center and impact analysis for the affected UW Medicine clinics/departments and patients. • In the design and evaluation, improvement models will be focused on the enhancement of patient care delivery processes and support service across the UW Medicine Health System. • Demonstrate ability to understand and discuss systems and applications issues with technical teams and discuss these same issues at an operational level with clinic managers, staff and leadership. • Assess the level of standardization or variation against the current UW Medicine best practice for scheduling, referral processing, and clinic messaging. • Keep up-to-date on best practices and design by benchmarketing to best performers in the industry. • Participate in committees and team planning meetings. • Make recommendations to leadership on improvements to key patient access processes. • Continually work on ways to support performance improvement activities across the clinics/Contact Center. Know process improvement standards, programs and resources. • Report key status updates on a regular basis to leadership and stakeholders, including escalation of any barriers. • Lead meetings and facilitate process improvement workshops. Possess the ability to make significant decisions of authority. The Program Operations Specialist will need to be able to frequently function with minimal direction and develop recommendations, processes and policies that will be used across the UW Medicine system, affecting both patient access and the flow of communication from patients to providers. Provide direction to business analysts, curriculum developers, trainers, and other staff.
•Bachelor's degree in Business Administration, Healthcare Administration or related field •Four to five years of experience working in customer service focused organization either in customer facing or support capacity. Experience using project management tools and reports to improve performance. •Experience using data to drive decisions and tradeoffs. •Demonstrated ability to efficiently and effectively act on project timelines and deliverables. Exceptional verbal and written communication skills including negotiation and collaboration with positive results. •Experience overcoming barriers in the best interest of the patient or customer. •Strong negotiation skills, ability to articulate priorities, risks, and tradeoffs in effort to achieve optimal solutions. •Ability to problem-solve while maintaining positive relationships with internal and external customers. •Must be able to work under pressure, multiple deadlines, and in a fast-paced environment. •An equivalent combination of education and experience may substitute for stated requirements.
•Epic Cadence/Prelude experience •Epic inbasket, staff messaging, and telephone encounter experience •Experience with patient scheduling, registration, referrals, messaging, and provider templating •Process improvement experience, preferably within a health care or contact/call center environment.
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.