| Job Summary |
Responsible for leading and inspiring the access and intake strategy with administrative and operations accountability across the enterprise. Supports the strategic, financial, and clinical priorities of CHOP by providing systems, process, and people oriented methods to improve access. Delivers results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development. This position leads the effort at CHOP to reengineer ease of access through workflow standardization and process improvement efforts, resulting in a hardwired, sustainable, and standard enterprise patient access experience. Accountable for the results and performance of the strategy, and promotes teamwork to achieve organizational goals and objectives for access and intake. Works to influence change among a multidisciplinary group involved in patient flow management and continuous system enhancements to improve the patient, family and customer experience. Collaborates and builds strong business relationships with the divisions and leaders. Actively initiates change, and is a proactive and strategic thinker supporting CHOP values and service standards.
Establishes policies and procedures to ensure a seamless, exceptional patient experience across the organization and across a broad range of customer touch points, processes, applications, and channels, including telephone, email, web chat, text, and fax. Implements strategic, financial and clinical priorities by deploying systems, process, and people oriented methods to improve access to care, including but not limited to appointment scheduling, registration, referral management, outreach, and customer service delivery. Develops and expands services that support ease of access across CHOP. Provides visible and proactive leadership to patients, families, physician, internal partners, and leaders. Champions efforts to improve processes that achieve the highest possible levels of customer experience, access and satisfaction. Establishes organization’s structure and determines short and long term personnel and resource requirement necessary to achieve objectives. Establishes performance metrics and monitors effectiveness of overall operation. Leads the development and implementation of solutions to increase operational efficiency. Ensures the recruitment, selection and retention of well-trained staff to meet the requirements and goals of access and intake. Ensures the implementation of a performance management process for staff thereby ensuring appropriate training, education and development of staff in accordance with organizational standards and defined service outcomes. Champions employee engagement. Demonstrates leadership and influence through rounding, mentoring, coaching, and supporting team members. Supports and facilitates staff professional development with appropriate training and education in accordance with organizational standards and defined service outcomes. Manages and upholds access and intake performance metrics and holds the organization accountable for attainment of goals. Initiates new or improved contact center technology. Ensures own compliance with all CHOP policies and procedures. Performs other duties as assigned/required.