Access Director-Experience Full-Time Days

4 weeks ago

Chicago Illinois, United States Northwestern Memorial Healthcare Full time
Job Description

The Access Director, Experience reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

The Access Director, Experience leads operations within the NMHC Access Division which operates admitting, registrationdesks, practice and hospital scheduling, hospital operators, physician referral services, financial clearance andfinancial counseling services across the NM System.

The Access Director, Experience is responsible for fiscal, human resource, and quality outcomes for their defined service ordepartment. The Director places the needs of the patient and other customers as a first priority anddemonstrates the skills necessary to meet and exceed expectations. The Manager engages others on a clearlydefined, clearly communicated vision and engages individuals and groups to achieve that vision. The Directoridentifies and develops organizational talent and embraces continuous learning of self and others.

The Access Director, Experience oversees all aspects of the provision of services including the maintenance of safety, performance, quality, practice guidelines, service delivery and patient and customer satisfaction. This position is responsible for financial control and accountability for establishing and monitoring its operating and capitalbudgets. The director is responsible for translating the organization’s and division’s mission, objectives, policiesand procedures into effective action.

Responsibilities:

Leads a team of product leaders and business analysts to deliver on the experience, access, virtual, and digital roadmap items, alongside IS counterpart and IS product teams

Sets vision, strategy, and objectives; supporting design and product leaders; and ensuring teams are integrating and collaborating to deliver a consistent end-to-end experience across channels.

Single experience leader responsible for experience strategy, processes, and outcomes across the end-to-end patient journey; accountable to a steering committee comprised of key business stakeholders, including clinical operations.

Guides, supports, and facilitates end-to-end planning process structure. Emphasizes cross-functional work that helps to deliver experience capabilities efficiently and effectively

Defines success metrics and KPIs

Sets direction for how shared service teams should prioritize work

Responsible for team to measure and track experience value delivered

Helps manage internal communications and execution of change plan

Prioritizes features, defines requirements with product leaders and clinical operations

Responsible for leveraging standards and work product from existing project teams as needed

Responsible for reporting status and socializing product intent and decisions with stakeholders and steering committee

Lead a team that has a balance of Access, IS, Clinical Ops, Clinical and Design to have a seat at the table to inform key decisions, continue designing the benefits, and prioritize

Using an agile process helps to focus on small areas at a time to keep moving fast and adjust as you go.

Incorporate research to maintain the patient’s perspective to increase the likelihood of success and provide the most value to members.

AA/EOE.

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