Lead Health Access Partner, Advanced Imaging Center, UT Health Austin

Job Posting Title:

Lead Health Access Partner, Advanced Imaging Center, UT Health Austin

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Hiring Department:

Dell Medical School

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Position Open To:

All Applicants

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Weekly Scheduled Hours:

40

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FLSA Status:

Non-Exempt

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Earliest Start Date:

Nov 04, 2024

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Position Duration:

Expected to Continue

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Location:

UT MAIN CAMPUS

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Job Details:

Purpose

As the Lead Health Access Partner for the Advanced Imaging Center, you will be the cornerstone of our Imaging Services team, ensuring that internal and external clients receive world-class service. This position involves managing scheduling operations, monitoring and analyzing performance metrics, and enhancing service delivery through innovation and collaboration. The Lead Imaging HAP will lead efforts to optimize scheduling efficiency, train and support a passionate team, and drive improvements in patient experience and operational effectiveness.

Responsibilities

• Scheduling and Coordination: Oversee and manage the scheduling of imaging appointments for patients and internal departments. Ensure optimal appointment slots and efficient utilization of imaging resources. Coordinate with Imaging techs to align scheduling with clinical needs and community demand.

• Performance Metrics and Analysis: Develop, monitor, and analyze key performance indicators (KPIs) such as abandon times, time to answer, and other relevant call center metrics. Generate and present regular reports on performance metrics to identify trends, issues, and areas for improvement. Implement strategies based on data-driven insights to enhance scheduling efficiency and service quality.

• Service Excellence: Deliver world-class service to both internal teams and external clients by ensuring timely and accurate scheduling and addressing any issues promptly. Develop and implement service standards and best practices to exceed patient and departmental expectations. Ensure Imaging HAPS are completing all required task related to completion of medical records, finical documentation and scheduling requirements for all IT applications.

• Team Leadership and Development: Foster a positive and service-oriented work environment for the scheduling team. Recruit, train, and mentor staff to ensure high levels of competency, motivation, and performance. Provide ongoing feedback and development opportunities to Imaging HAPS. Inform Associate Director of additional training needs of staff and performance issues that need to be addressed.

• Process Improvement and Innovation: Observe and analyze service delivery processes to identify opportunities for improvement. Make recommendations for new software, tools, or technologies that can enhance scheduling efficiency and patient satisfaction. Collaborate with IT and other departments to implement and integrate new solutions.

• Collaboration and Communication: Work closely with Imaging techs to develop and refine service metrics related to time to appointment and other key performance indicators. Maintain effective communication with UTHA department leaders to include, revenue cycle, UTHA access center, radiologist and imaging staff to ensure all required tasks are completed by imaging HAPS in a timely and efficient manner. Address and resolve scheduling conflicts and patient concerns with professionalism and empathy.

• Other related functions as assigned.

Required Qualifications

High school graduation or GED, and 3-5 years of experience in a scheduling or administrative role within a healthcare or imaging environment with a strong understanding of scheduling processes and performance metrics. Demonstrated clerical skills and knowledge of medical terminology. Excellent analytical and problem-solving skills. Proven ability to create, monitor and interpret performance metrics. Exceptional interpersonal and communication skills. Ability to multi-task and operate under high-pressure situations. Ability to work collaboratively with multiple teams and stakeholders. Strong organizational and multitasking abilities. Proficiency in Microsoft Word and Excel. Ability to type at least 35 wpm. Must, be highly disciplined, self-motivated, and able to prioritize effectively. Must maintain performance at a high level of proficiency with minimal supervision.

Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

Associat