ASSOCIATE EXECUTIVE DIRECTOR/CHIEF ACCESS OFFICER

Posted on Jan 16, 2019 by University Of South Florida - Specialty Care Center

Not Specified, PR
Senior Appointments
Immediate Start
Annual Salary
Full-Time
CUSTOMER SERVICE: Demonstrate adherence to the Group's Customer Service Standards designed to support the mission of USF Health: enhancing life by improving health through research, education and healthcare. Our commitment is to improve the full spectrum of health, from the environment, to the community, to the individual. Together, through talent and innovation, USF Health is developing real-world solutions to reach our shared value - making life better. ASSOCIATE EXECUTIVE DIRECTOR/CHIEF ACCESS OFFICER Below you will find the details for the position including any supplementary documentation and questions you should review before applying for the opening. To apply for the position, please click the Apply for this Job link/button. If you would like to bookmark this position for later review, click on the Bookmark link. If you would like to print a copy of this position for your records, click on the Print Preview link. Bookmark this Posting | Print Preview | Apply for this Job Posting Details CAPTION: Posting Details Position Title ASSOCIATE EXECUTIVE DIRECTOR/CHIEF ACCESS OFFICER Job Category Managerial Posting Number Position Status Active-Full-Time Positions Supervised Customer Service Statement CUSTOMER SERVICE: Demonstrate adherence to the Group's Customer Service Standards designed to support the mission of USF Health: enhancing life by improving health through research, education and healthcare. Our commitment is to improve the full spectrum of health, from the environment, to the community, to the individual. Together, through talent and innovation, USF Health is developing real-world solutions to reach our shared value - making life better. Position Summary The Chief Access Officer (CAO) will be responsible for optimizing access to ambulatory care across USF Health Care (USFHC), including tactical organizing and directing capacity and referral management and the patient access center (PAC) to achieve USFHC strategic goals and provide exceptional service to our patients and referral sources. The CAO will serve as the subject matter expert on access for USFHC and will develop and lead access projects across the organization to drive rapid and sustained improvement on our patient access metrics. The CAO will be an integral part of the senior leadership team for USFHC. This role requires excellent communication and presentation skills to successfully engage and collaborate with senior leaders and physicians across the organization. Position Requirements Education: * Master's degree required; degree in business or health care strongly preferred. Experience: *5-7 years demonstrated success/results in capacity and referral management, customer service support or call center organization. 5+ years in management capacity. Healthcare experience required *Previous experience in business to business and competitive customer environments. Experience with Epic highly desired. *Experience introducing new culture, improving or starting a call center highly desirable. Skills: *Personal Leadership and Integrity - Open, genuine, inclusive communication style. Effective at championing a compelling vision and leading by example. Guides team through transition to new achievements. *Strategic Thinker - Understands large picture and how capacity management and the contact center ties into larger strategic goals of USF Health Care. Creates a plan/tactics to achieve vision/strategic goals. Ability to simplify complexity. Uses data to make decisions while relying upon strong inter-personal skills to drive change. *Team Building - Experience and skill in engaging employees and creating positive, enthusiastic work environment that fosters loyalty and employee satisfaction *Interpersonal skills - Effectively influences and negotiates with others to achieve win/win situations. Others want to work with/for this person. *Drive for results - Goal oriented. Seeks to overcome obstacles to achieve goals. *Collaborative Team Member - Works well with others inside/outside organization. Understands needs/preferences of internal customers (clinics) - high sensitivity to the importance of patient experience at clinics. Seeks to work with clinics in optimizing patient experience at all touch points. *Self-Directed - Has the ability to get the necessary things done without daily oversight. *Requirements reflect the minimum level necessary to be eligible for this position. Equivalent combinations of education and experience may be considered Customer Service Performance CUSTOMER SERVICE PERFORMANCE EXPECTATIONS: Courteous and helpful behavior towards patients, physicians, coworkers and external customers; professional and efficient verbal and written communications; accomplishing tasks through teamwork and initiative; and ensuring a timely and thorough response to complaints and/or critiques, and anticipating the needs of all you come in contact with. Physical Demands Special Instructions to Applicants Location UPC BLDG - USF TAMPA Department Name Access & Capacity Management Work Schedule Summary CAPTION: Specific Duties and Responsibilities Percentage 35 Duties Capacity Management *Lead the oversight and optimization of scheduling templates in Epic. *Develop, recommend and implement the philosophy, guiding principles, tactics and policies and procedures that achieve maximum capacity to support optimal access to care for USFHC patients and referral sources. *Accountable for achieving significant and continuous improvement on access metrics across USFHC on our CGCAHPS patient surveys. *Develop, integrate, and oversee ongoing audits of template and scheduling practices to ensure consistency with our scheduling and referral policies. *Focus on growing new patient volumes for key services and the success of new programs. Develop standard process for assessing capacity needs across USF Health Care. *Champion other innovative approaches to meeting patient care needs such as e-services, online scheduling, etc. CAPTION: Specific Duties and Responsibilities Percentage 35 Duties Patient Access Center (PAC) *Oversight of customer service of the USFHC PAC. *Work closely with PAC team to ensure access goals and first call appointing is in alignment. Optimize referral management process. *Foster continuous improvement methods to develop innovative approaches to add valued convenience to the patient experience in their USF Health Care journey from the moment of first contact. *Oversee PAC budget to ensure optimal quality and service along with efficiency and fiscal responsibility. CAPTION: Specific Duties and Responsibilities Percentage 25 Duties General *Review and report out to ambulatory leadership results of all access projects and make recommendations for revisions and/or deployment of successful best practices across the ambulatory enterprise. *Provide leadership and direction including communication and collaboration with senior leaders and staff to deliver on the competitive imperative of ambulatory access. *Continually obtains input and feedback on expectations and satisfaction from customers and stakeholders. If appropriate, establishes formal forums in consultation with senior leadership to understand customer expectations and gleans insight for strategic direction. *Plans implementation strategy including pilot projects, transition strategies and full-scale implementation. *For areas with constrained access, either episodic or long-standing, work with physician and administrative leadership across USF Health Care and our partners as appropriate to identify and implement specific strategies for short and longer term to meet patient care needs. *Establishes on-going methods for evaluation and improvement of service standards and performance metrics. *Work with Information Services to identify, select and implement appropriate technology applications. *Directs the preparation of management reports related to key performance indicators and reviews with clinical leadership; collaboratively develops correction action plans with leadership. *Oversees training and education for clinicians and their staff as well as all staff on the management and support teams. *Selects, trains/orients, assigns, and directs department staff (either directly or through subordinate management team). Develops standards of performance, evaluates performance, provides career path coaching and guidance, and initiates or makes recommendations for personnel actions. *Actively participate on USF Health Care strategic committees and other key leadership meetings on ambulatory access. *Maintain current knowledge on emerging best practices on capacity management, contact center management, technology and other strategies to optimize patient access on a national level. *Represent USF Health Care at national and regional levels on patient access. Develop, monitors, and effectively utilizes department operating budget. CAPTION: Specific Duties and Responsibilities Percentage 5 Duties Other duties as assigned. Posting Specific Questions Required fields are indicated with an asterisk (*). 1. * What is your highest level of completed education? + High School/GED + Associate's Degree + Bachelor's Degree + Master's Degree + PhD Applicant Documents Required Documents 1. Resume Optional Documents 1. Cover Letter 2. Letter of Recommendation 1 3. Letter of Recommendation 2 4. Letter of Recommendation 3 5. Curriculum Vitae 6. License and Certification 7. Portfolio It is the policy of this corporation to provide equal employment opportunity based on demonstrated experience, knowledge, skill, interest and other job-related factors, without regard to factors of age, sex, race, color, religion, national origin, disability, marital status or veteran's status. * Master's degree required; degree in business or health care strongly preferred., *5-7 years demonstrated success/results in capacity and referral management..... click apply for full job details

Reference: 614623737

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