Job Posting: Vice President, Patient Access Contact Center
Emory Healthcare
Apply By Emailing: elizabeth@elizabethwoodcock.com
Job Title:
Vice President, Patient Access Contact Center
Organization:
Emory Healthcare
Description
• Strategic and Operational responsibility for all Patient Access contact center functions at EHC.
• Enterprise level role that oversees scheduling, registration, inquiry, and resolution of all patient contacts.
• Oversees over 600 FTEs and runs a 24/7/365 critical to care operation, with functional ownership of Physician Division, Imaging, H&V Imaging, Procedural, Operator Services, and Point of Service contact center teams.
• Manage an omnichannel communications / access engagement center that focuses on serving our patients and care givers, encouraging gap closure and preventative health compliance, and providing exceptional and consistent experience and first contact resolution.
• Volume of over 10m patient contacts annually across phone, email, text, and chat.
• In addition to contact center, leads workforce management and forecasting, real time resource allocation, training, quality assurance, and onboarding functions relative to contact center.
• Works dyadically with ACNO of Ambulatory Virtual Nursing and supports Nursing contact center operations.
Leadership: Grows, leads, and directs all strategic and operational functions within the Patient Access Contact center. Ensures all workflows, patient encounters, and staff are compliant, meet quality standards, and are safely engaging across skill sets. Sets and holds leaders accountable for KPIs, performance to standards, and goals. Develops team members beneath them to ensure strong bench and appropriate succession planning. Provides visible leadership to patients, physicians, referring physicians, partners, leaders and employees. Champions efforts to support the highest levels of customer experience, access and satisfaction, and collaborates with providers to spearhead patient access initiatives.
Collaboration: Responsibility Description: Collaborates with stakeholders across EHC, including SVPs of Winship, H&V, Radiology, Transplant, and Physician Division to ensure Patient Access contact center is meeting the
expectations and needs of our clinical partners. Partners with organizational leadership to develop metrics to measure success of performance, and to confirm that effective processes are implemented to enhance patient experience while developing an environment that encourages leadership, ownership and accountability for optimizing performance. Coordinates protocols for scheduling clinical services in the ambulatory and hospital enterprise in collaboration with facility partners.
Operational and Financial Rigor: Responsibility Description: Lead access-focused initiatives that create and support exceptional access and service for patient, faculty and employee satisfaction, growth and volume management, technology advancement, and strong financial performance with superior efficiency and productivity. With a focus on a framework of seamless, connected and coordinated care, the Vice President will spearhead efforts to grow revenues and reduce costs, while expanding the delivery of quality care with exceptional service. Conducts return on investment analyses on capital and operational expenditures and identifies various opportunities for savings and revenue growth. Analyzes budget variances while implementing improvement initiatives. Oversees procedures for registration and scheduling as needed with a focus on compliance with regulatory agencies and financial strength via monitoring and updating procedures as required.
Engagement and Growth: Develops and fulfills a refined recruitment, selection and retention strategy for organization as well as a performance management process that incorporates employee training and onboarding, team member education and development, and opportunities for career growth among staff focused on patient access contact center team members.
Support Services: Responsibility Description: Grow, manage, and improve Workforce management and forecasting, training, quality assurance, onboarding, and workflow development teams to ensure all resources are being deployed in the most effective manner across access, that team members are confident and highly skilled in performing their work, and that quality is consistently exceptional across both the “what and how” in patient transactions.
MINIMUM EDUCATION: Bachelors degree required, Masters degree preferred.
MINIMUM EXPERIENCE: Ten or more years of increasing executive responsibility with proven results and references. Significant responsibility and experience in large, healthcare systems with multiple locations and providers. Five or more years of experience managing complex access channels.
Additional Details
Supporting a diverse, equitable and inclusive culture. Emory Healthcare (EHC) is dedicated to providing equal opportunities and access to all individuals regardless of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression and/or veteran's status. EHC does not discriminate on the basis of any factor stated above or prohibited under applicable law. EHC respects, values, and celebrates the unique perspectives and backgrounds of all individuals. EHC aspires to create an environment of collaboration and true belonging for all our patients and team members. Emory Healthcare (EHC) is committed to achieving a diverse workforce through equal opportunity and nondiscrimination policy in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training.
Apply By Emailing: elizabeth@elizabethwoodcock.com