Director Comprehensive Access Ctr Ops

How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of what's possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people's lives.

Work Shift

Job Summary:

The Comprehensive Access Center Operations Director is responsible for the development and operational efficiencies of the department. They will be considered a subject matter expert in the areas of enterprise access, quality management, call center metrics, and performance improvement. This director supports the ability to implement and operationalize services that will best meet the needs of the organization as well as the community of patients we serve. The position works closely with hospital leadership, medical imaging facility leaders, WellStar Medical Group and system leadership to coordinate services both directly to patients and to the operational leaders of the respective areas being managed by the Comprehensive Access Center. The individual in this role brings experience in a complex, multi-channel communication, integrated patient access centers. This director of operations is a professional who provides leadership and management of the staff under their purview through the effective use of knowledge and skills to promote the creation of a unified department. Manages centralized scheduling along with other assigned contact center areas. Oversees the daily activities of the staff at the assigned facilities/departments. Responsible for the day to day operations of the Comprehensive Access Center through the management of departmental Key Performance Indicators. Implements real time programs of improvement to improve performance as required. Coordinates activities with lead staff and other personnel. Plans, organizes, delegates and manages staff functions relating to the assigned facility(s). He/She works with the system and facilities to he lp manage WellStar Health System's Comprehensive Access Center. This role requires the ability to assist with and facilitate change management program s of work/onboarding new program s of work. Participation in optimization efforts as they relate to a patient scheduling and authorization work. The Comprehensive Access Center Operations Manager creates and ensures a desirable, safe work environment that enables the organization to meet or exceed its mission and goals. He/she models the way to foster communication and collaboration with physicians, staff, patients and other departments. He/she is responsible for performing a wide variety of management tasks requiring independent judgment, ingenuity and initiative. The Director maintains awareness of patient access industry changes as well as changes in the technical and support services required to maintain operational efficiencies. Through innovation and collaboration, this leader will continue WellStar's efforts to deliver world-class patient care.

Core Responsibilities and Essential Functions:

Administrative Duties / Strategic Management / Safety & Quality Oversees the operations and efficiencies of the WellStar Comprehensive Access Center to include strategic initiatives and ongoing operations. o Coordinates all staffing and technology for the Access Center including ambulatory appointments, physician appointment scheduling; physician consultation and referrals; and scheduling. o Works with external service providers on services and/or plans for recommended additions to existing services. o Works with IT to optimize patient throughput, patient access, and reporting. o Provides guidance on structures that support expansion of services both within WellStar and to other healthcare providers in the community. o Maintains access/contact center industry knowledge. o Partnering with WellStar marketing on brand communication plans for all services offered Manages access services in a manner that achieves benchmark levels of productivity and efficiency. Meets regularly with hospital and system leadership to update progress on key initiatives. Establishes metrics of performance for access services that are aligned with the five strategic pillars. Conducts periodic operational reviews to ensure alignment and accountability around key initiatives. Able to work scheduled hours and must be flexible to meet the needs of the department. Assist staff with job responsibility and job function concerns. Coordinates department activities with lead staff and other personnel. Facilitates departmental staff meetings on a monthly basis Works closely with the QA/QC/Training, and Template Management teams continuously and ensures department particip