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Director, Access Engagement and Operations

2 months ago

Mullica Hill, New Jersey, United States Inspira Health Network Full time
About the Role

As the Director of Access Engagement and Operations, you will play a critical role in leading the Access Management Team at Inspira Health Network. This position requires a strong leader who can oversee the day-to-day operations of the team, including planning, directing, and coordinating all activities and personnel.

Key Responsibilities
  • Operational Excellence: Oversee the strategic planning and operational excellence of Access Management Call Center and Communications operations.
  • Leadership and Management: Provide leadership guidance to non-clinical call center staff, ensuring effective delivery of patient needs with scheduling, call routing, customer service support, and compliance with administrative policies and procedures.
  • Collaboration and Partnership: Collaborate with Inspira Ambulatory and Medical Center administrative and clinical leadership to ensure quality patient/family-centered care.
  • Financial Management: Develop and monitor variances to financial budgets, develop and monitor benchmarks, and deliver the highest level of quality service to callers and their families.
  • Human Resources: Direct responsibility for Human Resources (HR) functions, including hiring, firing, development of action plans, and completion of annual performance evaluations.
  • Employee Engagement: Promote excellence in patient experience by monitoring patient feedback, responding to issues, and reinforcing best practices.
  • Operational and Financial Performance: Monitor and track performance of quality metrics and key performance indicators, including financials, and identify trends that need to be addressed.
Requirements
  • 10 years of experience managing a team is required.
  • 5 years of minimum Call Center experience is required.
  • Experience in healthcare is preferred.
  • Proficient skills with computer programs and call center technologies.
  • Strong interpersonal and time management skills.
  • Experience using a CRM platform, MS Dynamics is preferred.
  • Bachelor's degree is required.