Assistant Director, Care Connections Access Center is responsible for the operations and management of an inbound/outbound patient contact center that serves as the main point of contact for non-clinical patient needs, such as appointment scheduling, prescription refills and provider messages. Serves as the main point of contact for Patient Care Centers to ensure we are appropriately representing their operational and patient needs by understanding their business requirements, as well incorporating these factors into our operations. The Assistant Director is responsible for translating VMG and department mission, goals, objectives, policies and procedures into effective action. Supervisors will report directly to the Assistant Director. Position has between 2-5 direct reports and ultimate accountability of 50-100 Access Specialists (agents).
â¢ Works across various specialties and fosters a culture of candor, trust, and respect in order to cultivate strong working relationships and engagement internally and with PCC leadership
â¢ Excellent communication/negation skills with solution-oriented approach
â¢ Superior ability to manage change and align with strategic approach; highly process oriented
â¢ Strong leadership, organization, planning and time management skills
â¢ Excellent verbal, written, professional communication skills
â¢ Impressive communication and interpersonal skills; ability to train and motivate staff
â¢ Proficient problem solving and decision making skills, with ability to confront and resolve issues
â¢ Highly skilled at planning, organizing and directing activities of others
â¢ Solid ability to create an environment of strong morale and motivated professionals
â¢ Serve as the clinic relationship manager for PCC administration and medical leadership focused on improving and exceeding performance, transparent communication of information, quality, and operational metrics for both the clinic(s) and Care Connections
â¢ Provides monthly reports or performance dashboards, as required, to Department and senior leadership, including quality and financial improvement initiatives, progress on section, department and institutional goals and objectives, and resource utilization related to outcomes measurement.
â¢ Cascades communications from Administrative Director and Executive Leadership throughout the team, proactively engages feedback, and provides feedback to leadership.
â¢ Translates organizational strategy into a service area strategy that engages staff in contributing to and achieving that strategy.
â¢ Serve as main point of contact for PCC leaders, reporting, and communications through a collaborative approach with Capacity Management team.
â¢ Collaborates with VUMC constituents to improve relationships and processes with a direct impact on the workflows and systems of Care Connections operations.
â¢ Ensures daily operations are meeting objectives; proactively creates and manages results-oriented action plans to more effectively manage operations, resources, and staffing.
â¢ Identifies, investigates, and develops support for and assists in the implementation of new tools/technology and processes/protocols necessary to maintain and improve productivity, effectiveness, quality, customer service, reduce risk and/or reduce costs.
â¢ Drive key personnel decisions associated with staff development, engagement, and performance accountability plans.
â¢ Creates new process documentation and implementation plans to ensures appropriate change management and communications are delivered in a timely and effective manner.
â¢ Proactively assess and monitor employee engagement and work in tandem with peers and Administrative Director to communicate findings with proposed solutions.
â¢ Monitors patient satisfaction on a regular, periodic and consistent basis and develops and monitors strategies to increase satisfaction.
â¢ Handle escalated calls and issues from Supervisors.
â¢ Rewards and recognition for staff.
â¢ Manage Kronos timecard edits and approvals for direct reports.
â¢ Measure performance against goals in dashboards produced to customers on a monthly basis.
â¢ Collaborates with Central Scheduling to maintain knowledge of changing insurance plans and requirements, translating those changes to training and operations of the team.
â¢ Collaborates with Information Services to ensure ongoing modifications and changes needed to support departmental functions related to scheduling and pre-registration.
â¢ Ensures all staff are trained and developed in all aspects of operations to optimize operational efficiency and effectiveness.
â¢ Creates action plans and manages progress to meet or exceed targeted goals for department specific turnover, performance metrics, budget, employee engagement, and staffing levels.
â¢ Ensures the development, delivery and maintenance of technical in-service and continuing education programs to ensure the continuing evolution of staff competence.
â¢ Manage the onboarding of new team members, new physicians or PCCs into the Care Connections Access Center.
â¢ Establishes, implements, and monitors operating budget to achieve defined targets in tandem with Administrative Director.
â¢ Appropriately escalates issues with staff or operations to the Administrative Director.