Director Patient Access Operations

• Strategically managing day-to-day operations of the contact center to ensure expected business plan and changes are
  incorporated into capacity forecasts, ensure appropriate workforce is scheduled and to meet operational capacities for
  service levels, productivity, call quality and staff need.
• Develops and manages contact center capacity plan inclusive of the development of an annual plan required for
  operational need. Develops and executes strategic planning for establishing alternative service channels inclusive of
  social media and online strategies.
• Strategically identifies and improves process for growth, efficiency and profitability relative to the enterprise need.
• Develop and implement strategies and processes that improves the patient flow, drives effective relationships involving
  customer service, traffic and management operations throughout the DHMG.
• Plan, develop and implement practices in coordination with practice management peers, technical operations that ensure
  consistency and accountability relating to standardized patient flow, traffic management and call technical analysis.
• Attract and retain highly effective management and supervisory staff through mentoring, coaching, development,
  appraisal and motivation techniques by utilizing DHMG and DH Mission, Vision and Values. Develops a high-performing
  contact center leadership team capable of managing high-volume operations relating to dental services. Ensuring
  succession management plans.
• Assist in the preparation and management of capital budget, operating budget, and expense management for assigned
  area. Regularly monitors staff productivity related to business targets and strategies.
• Regularly monitors performance of the business unit to optimize patient experience and business objectives of DHMG.
  Uses sound data and data governance to updates, inform and provide education to peers and senior leadership
  regarding patient access issues and variation in metrics/process.
• Collaborates with peers and physician leadership in the design and implementation of patient access services. Uses
  feedback proactively to improve process and culture.
• Takes immediate steps to minimize risk and negative client outcomes providing quality leadership, addressing conflict in
  honest and direct manner and when necessary, negotiating effectively across departmental boundaries.
• Familiarity with medical terms and the ability to converse and collaborate with specialized physicians and clinicians.

Minimum:

• Bachelor’s degree or a combination of education and job related experience.
• 5-10 years of experience in health care leadership.

Preferred:

• Master’s degree in health administration strongly preferred.
• Practice management and patient access/engagement center experience strongly preferred.
• Strong acumen in healthcare reimbursement, analytics, and matrix leadership across multiple business units.
• LEAN, Six Sigma, or other process improvement experience.
• FACHE, ACMPE licensure.
• Cisco phone systems, ACD systems, or similar telephony systems.
• Familiarity with Google Workspace

• Ability to travel locally up to 10% and overnight up to 10%.

• Medical/Dental/Vision Insurance (no premium option for employee benefits)
• Flexible spending accounts
• Matching 403(b) retirement program
• Fully Funded Pension Plan
• Paid Time Off (PTO)
• Tuition Reimbursement
• Mental Health Benefit
• Employee Life Insurance
• Eligible for annual incentive pay based on company performance
• Relocation assistance if applicable
• Dignity Health now offers an Education Benefit program for benefit-eligible employees in Arizona. This program provides debt relief and student loan assistance to help you achieve your goals. Full-time employees can receive up to $18,000 over five years, while part-time employees can receive up to $9,000. Advanced Practice Providers and Faculty Physicians can receive up to $90,000 if full-time and hired within a year of completing their residency or fellowship. Part-time providers can receive up to $45,000. Join our team at Dignity Health to take advantage of this amazing opportunity!