Description
Become part of an inclusive organization with over 40,000 teammates, whose mission is to improve the health and well-being of the unique communities we serve.
Job Summary:
Serves in a cross-functional role to oversee the design, implementation, and monitoring of scheduling, and access functions in UNC Health’s Access Center. The role collaborates with Access Center leadership, clinical and operational leadership, and managers, as well as physicians/providers to identify and proactively mitigate issues which create barriers to ambulatory access and patient flow. Primary area of responsibility will be overseeing the scheduling and referral arms of the Access Center, which includes outpatient clinic scheduling, patient access & support services, quality assurance, and business development of new clinics into the Access Center. The position is responsible for ensuring operational success, optimizing performance, and developing ongoing access improvement strategies in response to ever changing market forces. The Director will be responsible for optimizing access to ambulatory care across UNC Health Care, including system-wide scope of scheduling, capacity and referral management, and overseeing the contact center scheduling teams to achieve exceptional service to our patients and referral sources. The Director is expected to stay abreast of industry best practices and trends. They will support and lead system strategy, vision, and design access interventions across the organization to sustained improvement on patient access metrics. This role requires excellent communication and presentation skills to successfully engage and collaborate with executive leaders and physicians across the organization. This leader fosters and promotes a culture of excellence in customer service to internal and external clients. They build trust and collaboration across the team by enhancing employee engagement, addressing performance results and providing coaching and mentoring.
Description of Job Responsibilities:
1. Outpatient Access Center - Responsible for expanding, leading, and supervising the scheduling and referral arms of the Access Center (~150+ FTEs managing 90K calls per month), which includes outpatient clinic scheduling, patient access & support services, quality assurance, and business development of new clinics into UNC Health Care System’s Access Center (AC), which is comprised of non-clinical teams dedicated to providing a seamless, frictionless access to care experience for patients, employees and providers. Oversight areas include administrative teams operating patient navigation, scheduling, and referrals for contracted primary care clinics, Virtual Practice center, Find-A-Doc navigation and scheduling, and supplementary system-wide patient navigation and digital front door services. Partners closely with the Director of Nurse Connect, our 24/7/365 RN nurse triage team. Additionally, the role manages and aligns capacity management work (i.e. provider templates and Epic Decision Trees) to strategic initiatives throughout contracted OAC clinics to achieve organizational targets. Creates and maintains a goal-oriented climate of cross-team collaboration for effective problem solving, conflict resolution, support for organizational values and standard work. Responsible for staying up to date on access innovations and imparting that knowledge and expectation on their teams within the OAC. This position is also responsible for and held accountable to maintaining Standard Operating Procedures, Quality Standards, and Performance Metrics, in addition to meeting the large-scale access-related organizational goals that span all UNC Health Entities. This position must communicate and collaborate regularly with operational leaders and teams across the health care system to maintain accountability to and improvement of access to care. Supports projects across the health care system as needed.
2. Leading People - Leads people toward meeting the organization's vision, mission, and goals. Provides an inclusive workplace that fosters the development of others, facilitates cooperation and teamwork, and supports constructive resolution of conflicts. Treats sensitive or confidential information appropriately. Works to improve and reinforce performance of others. Supports the access center program for embedded staff training, Quality Assurance, Lean Six Sigma improvement methods, and integration of call center software and technologies to streamline access resources system wide. Delegates assignments, clarifies expectations and holds others accountable for achieving results related to their area of responsibility. Develops the ability of others to perform and contribute to the organization by providing ongoing feedback and by providing opportunities to learn through formal and informal methods. Manages and resolves conflicts and disagreements in a constructive manner.
3. Leading Change - Initiates and manages the change process, taking steps to remove barriers or accelerate its pace. Communicates a compelling vision and need for change that generates excitement, enthusiasm, and commitment to the process. Plans implementation strategy including pilot projects, transition strategies and full-scale implementation. Clearly communicates the direction, required performance, and challenges of change to all involved parties. Identifies and enlists the support of key individuals and groups to move the change forward. Obtains and provides resources to implement change initiatives. Is open to change and new information and rapidly adapts to new information, changing conditions, or unexpected obstacles. Deals effectively with pressure and remains optimistic and persistent, even under adversity. Formulates objectives and priorities and implements plans consistent with the long-term interests of the organization. Takes a long-term view and builds a shared vision with others.
4. Results Driven - Exceeds departmental and organizational goals and customer expectations. Delivers high-quality services and is committed to continuous improvement. Develops standards of performance, evaluates performance, provides career path coaching and guidance, and initiates or makes recommendations for personnel actions. Administers interventions accordingly. Makes decisions that produce high-quality results by applying technical knowledge, analyzing problems, and calculating risks. Holds self and others accountable for measurable high-quality, timely, and cost-effective results. Understands the overall financial performance of the organization and applies financial concepts and practices to establish and maintain realistic budgets. Uses financial information to monitor overall financial status of operations.
Requirements Education:
Bachelor’s degree in Analytics, Business, Hospital Administration, Information Technology, Finance, or related field.
Licensure/Certification Requirements:
No licensure or certification required.
Professional Experience Requirements:
Five (5) years of related experience, with at least two (2) years of management experience in the healthcare industry performing duties related to care access scheduling & capacity management, including quality assurance and personnel management, reporting, implementations of new workflows (and refining of existing workflows), and ongoing strategic focus.
Knowledge, Skills, and Abilities Requirements:
Understands and appropriately applies principles, procedures, requirements, regulations, and policies related to specialized expertise.
Other Information
Job Details
Legal Employer: STATE
Entity: UNC Faculty Physicians
Organization Unit: FP PAC Operations Pay
Work Type: Full Time
Standard Hours Per Week: 40.00
Salary Range: $50.99 - $73.28 per hour (Hiring Range)
Pay offers are determined by experience and internal equity
Work Assignment Type: Onsite
Work Schedule: Day Job
Location of Job: US:NC:Chapel Hill
Exempt From Overtime: Exempt: Yes
This is a State position employed by UNC Health Care System with UNC Health benefits. If, however, you are presently an employee of another North Carolina agency and currently participate in TSERS or the ORP, you will be eligible to continue participating in those plans at UNC Health.
Qualified applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email applicant.accommodations@unchealth.unc.edu if you need a reasonable accommodation to search and/or to apply for a career opportunity.
