Job Posting: Corporate Director, Patient Access Contact Center

Job Title: 

Corporate Director, Patient Access Contact Center

Organization: 

Emory Healthcare

Location: 

Atlanta, GA 

Key Areas of Responsibility: 

  • In partnership with the VP and other Access Corporate Directors and collaboration with leaders across Emory Healthcare, develop and execute on a comprehensive Access performance management strategy with focus on contact center strategy and optimization (clinical and administrative)
  • Lead their team in both the strategic & prioritization and program development, management & implementation of standards, projects, and initiatives core to Access performance management goals
  • Build and deliver operational and strategic synergy across the portfolio of Access Contact Center functions
  • Leadership of over 800 FTEs across 50+ distinct functions that provide support for enterprise Access teams; including: Physician Group Practice and Hospitals Schedistration (fully centralized infrastructure), Marketing, Nurse Advise, Transfer Center, Referral Management, and Operator Services
  • Drives teams to achieve Key Performance Indicators and maximizes team members to achieve the ideal patient and family experience
  • Handle issues that are significant, complex, multidisciplinary, sensitive, political, and confidential
  • Represent the Vice President's interests in interactions with other enterprise departments, external institutions and agencies, and affiliated professional groups
  • Perform with a high level of independence and good judgment, under the general guidance from the Vice President
  • Act as a key collaborator and thought leader in Access vision and goal development across Emory Healthcare
  • Partner with clinical and administrative leadership to lead, communicate and execute ambulatory performance management vision and goals
  • Promote a culture of excellence and accountability and best practices across the organization, fostering the highest clinical quality, patient access, patient experience, productivity, employee satisfaction, and financial performance
  • Represent Access in enterprise-wide forums, represent the Vice President at meetings and on committees as appropriate or as requested
  • Foster a central identity for EHC Patient Access and fosters DEI initiatives and action plans across the teams they lead
  • Lead interdisciplinary initiatives with leadership (Hospital/ Administrators, Department Administrators, Service Line Directors, Practice Administrators/Managers, and Physician leadership) to develop, implement and sustain Access standards/best practices, metrics, and performance measures

Functional Responsibilities:

  • Contact Center Strategy and Operations
    • Partners with hospital and PGP leaders across Emory Healthcare and oversees strategic and tactical plans in support of Emory Healthcare’s (EHC’s) mission and vision, focused on ensuring patient-centered care across all patient access processes
      • Maintains frequent communication between Patient Access management and hospital and clinic leadership.
      • Reviews and responds to physician, staff, and patient feedback. Resolves concerns with various internal and external groups, as necessary.
    • Responsible for oversight of the Patient Access specialty and modality-based scheduling/referral teams and integration with other teams (clinical and administrative)
      • Identifies opportunities and collaborates frequently with senior leaders across EHC, regarding patient access issues, delays or bottlenecks, and other opportunities to improve Patient Access performance.
      • Collaborates with Patient Access management team to design, develop and implement the Patient Access operating model.
      • Develops and implements short and long-term operational strategies that support new products, efficiency initiatives, service opportunities and technological advancements
      • Drives cross functional collaboration with IT, Marketing, Support Services, and OUs to bring leading practices to Patient Access. 
      • Supports the resolution of escalated risks and issues, as necessary.
    • Responsible for financial oversight and viability of Patient Access Contact Center
      • Establishes Contact Center operating and capital budget.
      • Assumes oversight and responsibility for executing fiscally-sound budgeting, forecasting, expense management, resource allocation, and cash flow to ensure financial viability of the Contact Center.
      • Collaborates with management to complete capacity planning and confirm resource (e.g., funds, labor, equipment, etc.) needs. Allocates resources across Patient Access to ensure goals and strategic priorities are achieved.
      • Actively participates in and supports financial analysis of growth opportunities and initiatives.
    • Serves as the communication champion for Patient Access Contact Center
      • Establishes and maintains relationships with EHC leadership, operational leaders, physicians, hospital and clinic teams, etc.
      • Responsible for building partnership relationships with EHC employees, the non-employed and employed physicians and their staff, which include developing their knowledge and understanding of leading practices and Patient Access processes.
      • Responsible for reviewing risks and issues, developing mitigation/action plans, and driving change.
      • Drives cross functional collaboration with marketing and digital teams to elevate market position and enhance consumer connection points.
      • Cognizant of the compliance, legal and regulatory implications (e.g., fraud and abuse, Stark Law) when making operational and strategic growth decisions.
      • Accountable to drive buy-in of Patient Access and facilitate necessary change management techniques.

Skills/Abilities/Competencies Required:

  • Skilled at management, including strategy development, prioritization, action planning, execution, and development of monitoring tools
  • Demonstrated experience in Access operations management, strategy development, communications strategy, business, and financial planning, and budgeting
  • Mastery knowledge of organizational theory, systems approaches to problem-solving, and interrelationships of clinical, teaching, and research activities.
  • Ability to work independently as well as collaboratively at all levels of a complex organization.
  • Excellent ability to work with senior organizational leadership and with staff across complex multi-entity organizations.
  • Strength in management of a team, including the development of team culture, as well as individual professional development
  • Demonstrated exceptional skills in financial, written, and oral communication.
  • Knowledge and experience in establishing and/or developing productive relationships with physicians, hospital administrators, other departmental leaders, and other healthcare industry leaders.
  • Ability to generate and encourage creative ideas, innovative thinking, and imaginative solutions to issues or problems.
  • Proven track record of maintaining the highest standards of performance, quality, credibility, and integrity.
  • Ability to manage multiple, competing priorities within the context of a complex and large organization; ability to operate in a matrixed environment.
  • Demonstrated ability to interact with all members of the organization in ways that enhance understanding, respect, collaboration, and problem-solving.
  • Extraordinarily professional discretion in the handling of highly confidential and/or political information and data.

Education:

  • Bachelor's Degree in related field, Master’s degree preferred. Relevant and exceptional experience considered in lieu of educational requirements.

Experience:

  • At least 5 years’ experience in managing a multi-function contact center with over 200 FTEs.
  • Academic Medical Center experience or exposure preferred.
  • Proven track record of successful management and operational acumen in a contact center environment.
  • Experience in the growth and marketing of patient access and nurse triage in a highly competitive environment is strongly preferred.

To Apply:

Email resume to [email protected] and apply at https://non-clinical-emory.icims.com/jobs/76326/corp-dir%2c-pat-acc-contact-cntr/job?hub=14