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Director - Patient Service Center
4 months ago
Overview
Find out for yourself why Southcoast Health has been voted 'Best Place to Work' for 6 years in a row
Join Southcoast Health, where your future is as promising as the care we provide. Our commitment to each other, our patients, and our community is more than a mission - it's our way of life, and you'll be at the heart of it.
Southcoast Health is a not-for-profit, charitable, health system with multiple hospitals, clinics and facilities throughout Southeastern Massachusetts and Rhode Island.
Nestled in local communities, Southcoast Health provides inclusive, ethical workplaces where our highly skilled caregivers offer world-class, comprehensive healthcare close to home.
We are searching for a talented Director, Patient Services Center
A career at Southcoast Health offers you:
* A culture of well-being that embraces, respects, and celebrates the rich diversity of one another and the communities we serve.
* Competitive pay and comprehensive benefits package
* Generous Earned Time Off Package
* Employee Wellbeing Program
* 403B Retirement Plan with company match
* Tuition assistance / Federal Loan Forgiveness programs
* Professional growth opportunities and customized leadership training
Available to regular status employees who are scheduled to work a minimum of 20 hours.
Southcoast Health is an Equal Opportunity Employer.
Responsibilities
This position provides administrative leadership and direction for the Patient Service Center operations in support of access services for entities including Southcoast Physician Group, Southcoast Hospitals Group, and other associated entities.
* Design, implement, and evaluate all related programs to ensure exemplary service to patients, referring physicians & other stakeholders through the Service Center. The activities for which this position is responsible will directly impact the public's perception of Southcoast's service delivery quality, impact continuity of patient care, revenue generation and retention, while leveraging investments in technology geared to improve/streamline patient experience.
* Drive success by using consumer perspectives and defined preferences to align the organization on service requirements.
* Responsibilities include oversight for operations that include but are not limited to Patient Scheduling, Referral Management, integration with service lines including but not limited to Primary Care, Specialty Practices, Nurse Triage, Urgent Care, Emergency Services, Operators/Answering Services, Surgical Services, Outpatient Ancillary Services (Radiology, Lab, Physical Medicine, etc.), Central Authorization, Access Education, Outreach Registration and Patient Financial Services.
* Responsible for functional and direct supervision of the Patient Service Center management team, with indirect oversight of all Service Center employees to ensure proper direction, guidance, quality assurance, employee education, and growth in programs while building a culture of service excellence and continuous process improvement. The Director may also provide guidance to ancillary groups across the enterprise to bring together concierge-level service, operational excellence, powerful analytics, and cost management.
* Establishes and standardizes documents, policies, and procedures.
* Provides clear channels of communication, delegation, and accountability within the Service Center for effective supervision and problem-solving.
* Makes day-to-day administrative decisions consistent with the mission and strategy of the heath system.
* Establishes clear and reasonable productivity standards for operation performance monitoring and evaluation.
* Advocates for an outstanding patient, and family experience, and implements creative solutions to ensure its delivery.
Qualifications
* Bachelor's degree in business administration or a related field is required; a Master's degree is preferred.
* A minimum of (7-10) years' progressive experience in customer service and call center operations, patient relations, similar areas.
* Experience supervising large teams (minimum of 100 (100) employees) in a fast-paced environment required.
* Experience forging alignment across stakeholder groups on complex issues requiring change.
* Knowledge of current technology and practices related to Consumer Experience, Access and Service Center activities is required.
* Strong analytic, collaboration, organizational and project management skills are required.
* Deep understanding of industry-related technology systems including, but not limited to, AI, chat, IVR, and Knowledge Management solutions.
* Proficient skills with Epic, Avaya Communications/VOIP tools, Workforce Management, Microsoft Office, i.e. Word, Excel, Access, PowerPoint, are required.
* Experience in establishing, monitoring, and managing operational budgets; with an emphasis on labor productivity and working with key performance indicators, is essential.
* Must be fully vaccinated against seasonal Influenza and the COVID 19 virus or to be exempt from the requirement for medical or personal reasons by signing a statement certifying you are choosing to be exempt from vaccination once hired.
Pay Range
USD $103,459.20 - USD $215,009.60 /Yr.
