Director – Patient Access Services Call Center

Director, Care Connections Access Operations is responsible for overseeing the day-to-day operations of the centralized contact center while simultaneously developing and implementing both strategic and tactical initiatives to meet patient, physician, and organizational needs. The Director will actively imitate change using data-driven models and solutions to drive change. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Key role is to achieve performance metrics to support the strategic, financial and clinical priorities of VUMC. Provide staff development programs enhancing employee engagement, service, knowledge, skills, and morale. Provide high quality services while meeting Service Level Agreements (SLA), improve call performance, increase use of resources and adaptation of new proven technologies to increase efficiency and achievement of metrics in registration and scheduling. Provides directorship over a 20+ specialty inbound/outbound call center with ~4M calls/year and 250+ FTEs. Position will report directly to the Associate Director of Care Connections has 3-4 direct reports.

Key Competencies

Works across various specialties and fosters a culture of candor, trust, and respect to cultivate strong working relationships and engagement

Strong interpersonal and communication skills with the demonstrated ability to gain the confidence, respect and trust of providers, senior executives and direct/indirect reports

Superior ability to influence others and manage change to align with strategic direction

Highly process oriented with strengths in efficiency and standard operating procedures

Strong leadership, organization, planning and time management skills

Highly skilled at planning, organizing and managing the activities of others

Solid ability to develop, lead, motivate, and engage a diverse workforce

Promote a culture of accountability across all teams

Primary Duties

Mature operations oversight structure and processes to support consistent achievement of performance expectations. Oversee the management and communications of performance dashboards, performance action plans, and ad-hoc reports as needed, to effectively represent the state-of-operations.

Develops and translates organizational and PCC strategies into a service area strategy that incorporates a collective, engaged team approach from the front-line team members.

Maintain deep understanding and accountability for key access center operations including but not limited to patient scheduling, patient inquiry, prescription refill requests, call escalation/transfers protocols, and critical front-end revenue cycle functions including (pre-)registration and insurance verification

Works with Director of Finance and Administration to develop employee engagement strategy to attract and retain talent. Develop and maintain an effective organization of responsibility, including efficient recruiting, efficient training, coaching, recognition, performance standards, staffing levels and supervision

Proactively assess, communicate, and manage initiatives centered on employee engagement, rewards and recognition, and people development.

Lead in the development of new process documentation, communication, and implementation plans to ensure appropriate change management and communications are delivered in a timely and effective manner.

Define success metrics for new systems and processes and establish plans to track and manage towards goals

Proactively assesses operational efficiency and oversees continuous development plans to improve resource utilization and operational effectiveness.

Cascade communications throughout the team, proactively engage team feedback, and own closure to the feedback provided.

Partner with Access Business Operations Director and Customer Relationship Manager Assistant Director to address concerns and align operational efforts to achieve Patient Care Center (PCC) strategic goals of advancing a patient’s access to care. Handles escalated concerns and explores root causes of issues to refine operational processes to mitigate future occurrences.

Partner with Director, Access Technology to explore investigation and implementation of new tools/technology and processes/protocols necessary to enhance productivity, effectiveness, quality, and customer service and reduce risk and operational costs.

Partner with Director, Ambulatory Access Analytics to align operational priorities to support key initiatives centered on improving the use of existing capacity while also expanding capacity to meet patient demand.

Collaborates with VUMC constituents to improve relationships and processes with a direct impact on the workflows and systems of Care Connections operations.

Create a cohesive team that understands the organization’s vision and is invested in identifying and delivering best practices that enable the delivery of service excellence to patients

Eligibility Requirements

Bachelor degree, Masters preferred

8-10 years of experience with 5+ years of experience as a leader and developer of high performing managers and employees

Extensive knowledge of Access Center and Operations functions including KPI’s

In-depth working knowledge of call center telephone systems and IVR required (Cisco preferred)

Prior experience with WFM tools is preferred

Inbound and outbound call center experience preferred

Computer proficiencies: Microsoft Office (Outlook, PowerPoint, Word, Visio, Excel), share point, project management tools (MS Project or similar)

Internal Number: 1911161