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Job Summary:\rThe Comprehensive Access Center Operations Director is responsible for the development and operational\refficiencies of the department. They will be considered a subject matter expert in the areas of enterprise\raccess, quality management, call center metrics, and performance improvement. This director supports the\rability to implement and operationalize services that will best meet the needs of the organization as well as the\rcommunity of patients we serve.\rThe position works closely with hospital leadership, medical imaging facility leaders, WellStar Medical Group and\rsystem leadership to coordinate services both directly to patients and to the operational leaders of the\rrespective areas being managed by the Comprehensive Access Center. The individual in this role brings\rexperience in a complex, multi-channel communication, integrated patient access centers.\rThis director of operations is a professional who provides leadership and management of the staff under their\rpurview through the effective use of knowledge and skills to promote the creation of a unified department.\rManages centralized scheduling along with other assigned contact center areas.\rOversees the daily activities of the staff at the assigned facilities/departments. Responsible for the day to day\roperations of the Comprehensive Access Center through the management of departmental Key Performance\rIndicators. Implements real time programs of improvement to improve performance as required. Coordinates\ractivities with lead staff and other personnel. Plans, organizes, delegates and manages staff functions relating to\rthe assigned facility(s). He/She works with the system and facilities to he lp manage WellStar Health System's\rComprehensive Access Center. This role requires the ability to assist with and facilitate change management\rprogram s of work/onboarding new program s of work. Participation in optimization efforts as they relate to a\rpatient scheduling and authorization work. The Comprehensive Access Center Operations Manager creates and\rensures a desirable, safe work environment that enables the organization to meet or exceed its mission and\rgoals. He/she models the way to foster communication and collaboration with physicians, staff, patients and\rother departments. He/she is responsible for performing a wide variety of management tasks requiring\rindependent judgment, ingenuity and initiative.\rThe Director maintains awareness of patient access industry changes as well as changes in the technical and\rsupport services required to maintain operational efficiencies. Through innovation and collaboration, this leader\rwill continue WellStar's efforts to deliver world-class patient care.\rCore Responsibilities and Essential Functions:\rAdministrative Duties / Strategic Management / Safety & Quality\rOversees the operations and efficiencies of the WellStar Comprehensive Access Center to\rinclude strategic initiatives and ongoing operations.\ro Coordinates all staffing and technology for the Access Center including ambulatory\rappointments, physician appointment scheduling; physician consultation and\rreferrals; and scheduling.\ro Works with external service providers on services and/or plans for recommended\radditions to existing services.\ro Works with IT to optimize patient throughput, patient access, and reporting.\ro Provides guidance on structures that support expansion of services both within\rWellStar and to other healthcare providers in the community.\ro Maintains access/contact center industry knowledge.\ro Partnering with WellStar marketing on brand communication plans for all services\roffered\rManages access services in a manner that achieves benchmark levels of productivity and\refficiency.\rMeets regularly with hospital and system leadership to update progress on key initiatives.\rEstablishes metrics of performance for access services that are aligned with the five strategic\rpillars.\rConducts periodic operational reviews to ensure alignment and accountability around key\rinitiatives.\rAble to work scheduled hours and must be flexible to meet the needs of the department.\rAssist staff with job responsibility and job function concerns.\rCoordinates department activities with lead staff and other personnel.\rFacilitates departmental staff meetings on a monthly basis\rWorks closely with the QA/QC/Training, and Template Management teams continuously and ensures department\rparticipation in P.I. initiatives.\rManages, assigns and delegates work to staff for the various work stations EMR, Electronic\rOrders, Authorization, WQs, etc.)\rCommunicates with facility managers and other staff to assure appropriate schedules.\rMake necessary changes to scheduling templates as requested by facility.\rReviews scheduling procedures with the appropriate physician(s), as needed.\rKeeps department current in regard to Medicare Guidelines referencing exams that require\rMedical Necessity checks.\rRepresents the Comprehensive Access Center during site specific meetings, such as\rmanagers meetings, Safety, EOC, Denials, etc.\rAssists scheduling personnel to ensure adequate time slots for patients.\rCompletes and/or oversees necessary paperwork, monthly statistics, etc.\rEnsures Time and Attendance are processed timely and according to policy.\rMaintains and promotes standard of care as outlined in the policies and procedures.\rMonitors the utilization of contract personnel and reviews prior to usage with the depts executive leadership.\rUnderstands Scope of Service for assigned units of Scheduling (WMG, MIS, CAC).\rActively participates in Leadership WellStar - by completing Cascade Learning Modules.\rFosters an environment of Employee Satisfaction - Reward and Recognition.\rComplies with all WellStar Health System policies, standards of work, and code of conduct.\rAssumes responsibilities for all other duties as assigned.\rTeam Management / Customer Service\rKnows the existing lines of communication and authority, handles communications properly\rand is dependable and cooperative.\rMaintains department records, JCAHO, State and Federal regulations and Performance\rImprovement.\rEnsures quality patient care and ensures accurate and timely scheduling.\rWorks with physician relations, physician office personnel, and other business units to improve processes.\rCooperates with managers and other directors to provide quality service to our patients,\rphysicians business intelligence representatives and other customers.\rMonitors customer hold times and identifies/implements processes to decrease wait.\rPeriodic assessment of telephony system to ensure efficient navigation of phone tree, call distribution, and recording, etc.\rProvides privacy for patients/customers according to HIPAA guidelines.\rProvide timely follow up with patient/customer/ facility concerns.\rUtilizes scripting and rounding to improve customer service\rRecognizes that total patient care starts when the patient schedules their procedure and ends\rwhen the physician/patient have their imaging results.\rWork in partnership with One Wellstar providing guidance and implementation of enterprise\rpolicies and procedures\rFinancial Accountability / Successful Growth\rActively participate in the annual budgeting process. Ie. Capital and Operating.\rCommunicates and evaluates department needs concerning budget and investigates\rvariances.\rMonitors staffing levels and overtime to validate usage and/or request necessary staff\rpositions.\rMonitors facility backlogs and inform s leadership when appropriate.\rActively engaged with new facilities to ensure scheduling templates, reminder calls, and\rresources are available for operational success.\rActively engaged with system and facility financial leaders working on decreasing/eliminating\rMedical Imaging denials.\rTrust/Engagement\rBuilds a culture of trust and engagement as reflected in the Great Place to Work Trust Index\rSurvey at a direct report, workgroup and hospital/entity level.\rHolds leaders accountable for behaviors that create trust and engagement.\rPerform s all duties and responsibilities of this position in a manner that reflects the values of\rWellStar.\rMaintains and strengthens relationships with physicians and assures their involvement in\rdeveloping system s to assure the growth of the service and the cost-effective delivery of\rquality patient care in a manner that fosters patient and employee satisfaction.\rResults Oriented Leadership\rSets challenging and productive goals for team.\rHolds team accountable for actions while providing leadership and motivation.\rProvides resources and support.\rUses checkpoints and data to track progress, setting up system and processes to measure\rresults.\rCollaboration and Partnership\rWorks collaboratively and as a team member with hospital leadership. Partners with Human\rResources to achieve desired organizational culture, staffing and workforce metrics.\rFosters positive working relationships between staff and physicians across the Health System.\rFosters a culture that focuses on customer service, staff participation, collaboration,\rmotivation, and effective communication.\rPerforms other duties as assigned\rComplies with all Wellstar Health System policies, standards of work, and code of conduct.\rRequired Minimum Education:Bachelors Health Administration or Bachelors Other or Masters Health Administration-Preferred or Masters Business Administration/Management-Preferred or Masters Other-Preferred\r\rRequired Minimum License(s) and Certification(s):\rAll certifications are required upon hire unless otherwise stated.CHFP - Cert Healthcare Financial Prof or CHFP-P - Cert Healthcare Financial Prof - Provisional (120 Days) within 120 Days\rAdditional License(s) and Certification(s):\rEpic Cadence & Radiant Certification Upon Hire Preferred and\rCHAM Upon Hire Preferred\rRequired Minimum Experience:\rMinimum 5 years Management experience (overseeing people leaders) in Contact Centers Required and\rMinimum 5 years Experience in the medical field, practice operations management,\rproviders template, scheduling, and change management\rRequired and\rRequired Minimum Skills:\rDemonstrate working knowledge of computers, information system s and maintains records. High\rMedical Terminology experience. High\rExcellent communication skills and organizational skills. High\rExperience with Microsoft Suite products especially Word and Excel. High\rThe individual must be able to communicate and understand verbal and written English language and display a positive attitude (see WellStars Mission, Vision, Credo and Code of Conduct). High\rExperience with Epic Cadence & Radiant Reporting High

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