Dartmouth-Hitchcock Concord Lebanon , NH 03766
The Director of Patient Access/Service Center is responsible for managing those activities and services that support call management and access to care across Dartmouth-Hitchcock. In this role, it is critical to interact and communicate with providers in a transparent, collaborative partnership to improve the providers' ambulatory scheduling experience and the scheduling experience of DH patients. Specifically, this position will be responsible for the Bedford Patient Access Center located in Bedford, NH and the Patient Access Center- North, located in Lebanon, NH. This includes overseeing the creation and implementation of policies, procedures and standards related to patient access, the physician referral line, call center staffing, customer service, quality of service, call resolution, and access reporting. The Director provides broad support and guidance to Dartmouth-Hitchcock working with multiple constituencies to ensure that problems are identified and resolved, that regulatory requirements and other professional standards are maintained, and that service standards are upheld. The Director serves as the link between the central administration and the Practices in all such matters, and will take an active role in monitoring compliance with policies, procedures, standards, regulatory requirements, and service initiatives. The Director is responsible for leading task forces, implementation teams, and training sessions, as necessary, to promote the continual improvement of services that support patients, physicians and access.
Delivers successful service to our internal and external customers by adhering to critical success standards: demonstrating accountability and commitment to quality and safety standards; taking ownership in the financial success of the system with appropriate resource use and management; providing exceptional customer service; and exerting effort to insure a positive work environment that demonstrates dedication to the health system's mission, vision and values.
Ensures a collaborative and cooperative work environment for all customers (staff, patients, medical staff, and practice staff) through effective written and verbal communication styles. Promotes and develops constructive interaction among key stakeholders. Ensures decision making is based upon information clearly, concisely and persuasively presented.
Develops and implements business strategies in collaboration with key stakeholders to achieve strategic organizational goals. Uses data to drive decision making while relying on strong interpersonal skills to drive change.
Directs the delivery of services to internal and external customers to achieve an optimal service experience for customers, service effectiveness and efficiency. Works with Physician committee to define system standards and to ensure compliance with them.
Identifies key data points for the Patient Service Center that drive call resolution, caller satisfaction, transactional accuracy, and quality. In response to data collected, develops interventions to improve or sustain quality of care and customer satisfaction.
Develops a benchmark driven management structure identifying and monitoring key performance indicators. Ensures that performance quality/outcomes scorecards and benchmarking activities are in place; sees that the operations team utilizes this data to make improvements in clinical and business operations. Ensures quality standards are benchmarked against industry best practices. Develops interventions to improve or sustain quality of care and customer satisfaction based on this outcome data.
Ensures the recruitment, selection and retention of well trained staff to meet the requirements and goals of the Patient Service Center. Ensures the implementation of a performance management process for staff thereby ensuring appropriate training, education and development of staff in accordance with organizational standards and defined service outcomes. Develops a robust education and training program for staff.
Ensures the implementation of a robust call management system.
Develops budget for the department and allocates funds within budget limit to accomplish objectives.
Monitors variance against budget on an ongoing basis.
Directs the preparation and maintenance of department reports. Prepares statistical, operational, or other reports and analyses for leadership.
Collaborates with practice leadership to ensure that the highest quality of data is available and kept current to support patient service center representatives. Solicits and monitors feedback, making operational changes as appropriate.
Ensures that Epic related workflows maximize efficiency and optimize communications with patients and between the contact center and the provider/staff teams. Collaborates with the Directors and Managers of practices served by the Patient Service Center ensuring open lines of communication.
Maintains a working knowledge of Cadence (scheduling) functions, Prelude (registration) functions and requirements, insurance verification, and regulatory compliance.
Collaborates with Telecommunications, IS/IT, to develop strategy for call and scheduling optimization. Ensures best practice strategy is considered and present in all technology development decisions.
Establishes, maintains and reports on metrics that demonstrate value and quality delivered to clinics and customers. Reporting will include access management, message management and appointment access.
Identifies, recommends and develops opportunities to expand scope of services delivered to the clinics and customers.
Oversees ongoing development of infrastructure, technology and personnel development programs.
Utilizes industry standard tools to forecast future needs that direct long range planning and program development.
Performs other duties as required or assigned.
Bachelor's Degree in a business, health care or related field required;
Master's degree preferred.
5 years of customer service support or call center related experience.
5 years of management experience.
Experience in customer service or access management preferred.
Experience supervising call center operations preferred.
Demonstrated ability to communicate effectively and collaborate with all members within a team.
Demonstrates competency in information technology and telecommunications.
Experience in managing Call Center environment with demonstrated competency in managing efficiency and productivity.
Ability to foster effective working relationships and build consensus with other departments.
Ability to make effective oral presentations and prepare concise written reports to a variety of audiences.