Assistant Director, Access Services - Access Center

EDUCATION & EXPERIENCE

Minimum Qualifications:

• Bachelor’s degree.

• Eight (8) years of experience in Access Operations or program management.

JOB SUMMARY

The Assistant Director of Access Services is responsible for communicating strategic department goals, leading continuous process improvement and monitoring the day-to-day operations of the referral coordination center, access center/contact center, hospital follow up, nurse triage line, and centralized scheduling function in support of the UTMB Health clinical care enterprise.

The Assistant Director is accountable for the personnel, operational and financial management of all assigned programs and communicating all opportunities to the Access Services Director. Ensure exceptional customer service to all stakeholders and maintain performance to organizational and national benchmarks on quality, efficiency and financial performance.

This role requires excellent communication and presentation skills to successfully engage and collaborate with employees, senior leaders, and physicians across the organization.Uses data to make decisions while relying on strong interpersonal skills to drive change. Team building experience and skill in engaging employees and creating a positive, enthusiastic work environment that fosters loyalty and employee satisfaction. Effectively influences and negotiates with others to achieve win/win situations.

ESSENTIAL JOB FUNCTIONS

• Oversight of customer service for access center, referral coordination center, nurse triage, , and centralized scheduling function. Ensure best practices are followed and consistent standards are set for employees across the departments.

• Work closely with the Access Services Director, ambulatory physicians and administrative leaders to ensure access goals and first call appointing goals are in alignment across the UTMB enterprise.

• Partner with ambulatory physician and administrative leadership to share referral data, generate discussion, and identify potential opportunities for improvement. Utilize committee work to identify potential service gaps within the communities UTMB serves and bring recommendations forward to leadership.

• Continuously evaluate referral services processes for improvement opportunities.

• Collaborates with UTMB providers as well as referring providers to improve access to care for our patients.

• Establishes ongoing methods for evaluation and improvement of service standards and performance metrics.

• Works in collaboration with the Director of Patient Access to evaluate the use of systems and technology and develop recommendations for improvement in existing technological applications or potential implementation of appropriate new technology applications.

• Works in collaboration with the Director of Patient Access and the Data Analyst team to develop management reports related to key performance indicators and reviews with clinical and

JOB DESCRIPTION

• Selects, trains/orients, assigns, and directs department staff (either directly or through subordinate management team). Develop standards of performance, evaluates performance, provides career path coaching and guidance, and initiates or makes recommendations for personnel actions. Administers interventions accordingly.

• Participate in development of communication processes and strategies for all applicable initiatives. Demonstrate leadership in all communications with peers, direct reports, clinicians, and staff on the competitive imperative of ambulatory access.

• Responsible for implementation of optimal staffing model to support operations.

• Maintains current knowledge on emerging best practices on contact center management, technology and other strategies to optimize patient access on a national level.

• Develops, monitors, and effectively utilizes the departmental operating budgets.

• Continually obtain feedback and input on expectations and satisfaction from stakeholders.

• Responsible for identifying and evaluating the need for new equipment, supplies, communication services, and information services for all areas of the program.

Marginal or Periodic Functions:

• Adheres to internal controls and reporting structure.

• Performs related duties as required.

KNOWLEDGE/SKILLS/ABILITIES

• Outpatient operations and management.

• Personnel management.

• Problem solving skills.

• Written and verbal communication skills.

• Interpersonal skills.

• Computer literacy.

• Ability to plan, organize, supervise and coordinate medical office operations as member of a multi-disciplinary management team.

• Ability to manage the daily operations of multiple practice locations.

• Ability to function in a highly complex environment, interprets, analyze and present data of a complex nature.

Salary Range

Actual salary commensurate with experience.