Director , Patient Access Service Quality - Dynamic Center of Research, Learning and Growth in Nashville, Tennessee For Sale
Reporting directly to the Associate Director Patient Access, the Director, Patient Access Service Quality is responsible for advancing the overall quality of services provided to VMG PCCs. Director will support the development and management of the project portfolio to support the strategic direction and objectives of the overarching departments. Key to this position is to align the team and projects with the strategic direction and manage all aspects of initiatives from concept to implementation regarding operational effectiveness, relationship-based approaches, and overall service quality. Director collaborates with various support teams across the VUMC system with a specific focus on operational execution to most effectively support our patients, clinicians, and administration. Responsible for a team of 10 direct reports with focus on project management and support. Key Competencies: Works across various specialties and fosters a culture of candor, trust, and respect in order to cultivate strong working relationships and engagement internally and with PCC leadership Highly process and results-oriented with an elevated ability to work dynamically in assessing needs and aligning action plans Strong leadership, organization and time management skills Excellent verbal, written, professional communication skills with ability to train and motivate staff Solid technical ability and knowledge of tools and systems to advance training and quality Proficient problem solving and decision making skills, with ability to confront and resolve issues Highly skilled at planning and directing activities of others Solid ability to create an environment of strong morale and motivated professionals Responsibilities: Establish and articulate a philosophy of operational effectiveness consistent with the educational, research, and patient care missions of the University s Medical Center. Collaborate with Access Leadership team on key strategic decisions. Partner with Access Leadership teams to develop tactical strategies to implement advanced patient access process and technology initiatives. Oversee the creation of standardized programs and tools to: measure and evaluate quality of operational execution and onboarding / continuous training program. Serve as a liaison with Access Operations and Access Analytics to facilitate resolution of problems and proactively perform operational needs assessments. Supports the sustainment of initiatives in alignment with Patient Access strategic focus on Operational Flexibility, Relationship-Centered Approach, and Service Quality. Recognizes and rewards desired performance, provides coaching to elevate leadership team. Supports retention of staff through the use of techniques consistent with the Elevate framework. Review variance to budget and prior period actual data and implement changes for improvement that focus on financial performance, quality, and customer satisfaction. Use patient/customer satisfaction data to improve systems, processes and outcomes. Utilize best practices and market information to improve customer service and satisfaction. Benefits Package: Healthcare, Dental and Vision Plan 403(B)-Retirement Plan Tuition Reimbursements Flex PTO Relocation package Flexible Spending AccountsBasic QualificationsQualifications:Required: Job Requires Bachelor s and 8 years applicable experience with customer service, project management, training, process improvement and/or systems 5 years of experience managing people Advanced Excel and intermediate PowerPoint and Word experience Preferred: Experience with contact centers, training, scheduling process and systems (i.e. Epic) Familiarity working with physicians and clinicians Process improvement and project management knowledge (LEAN, PDSA, 6 Sigma, PMP) Capacity management knowledge
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