Cincinnati Children's Hospital Medical Center - Guest Services Careers

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Full Job Title: MGR-CONCIERGE SCHED,Sched Ctr

Job Number: 93612

Location: Cincinnati, OH

Date Posted: 7-26-2017


DEPARTMENT: Scheduling Center

SUPERVISOR'S TITLE: Director, Scheduling Center

TITLES SUPERVISED: Clinical Concierge Nurses, Scheduling Coordinators, Administrative Assistant


PURPOSE OF POSITION: To supervise the daily operations of the Clinical Concierge Department and to assist in the planning, design, measurement, assessment and improvement to achieve the department's strategic plans and goals. Communicate and collaborate with provider, division clinical staff and families to develop, direct and audit a complex scheduling plan.

·Compliance - Patient Services Management
Sustain a working understanding of regulatory requirements and accreditation standards. Evaluate area of responsibility for compliance with regulatory and accreditation standards. Identify best practices as well as deficiencies to share with peers and make recommendations for improvement. Participate in the development of corrective action plans to guide needed and sustainable improvements. Provide project leadership, and/or hands-on support for implementation of operational dashboards that allow the area AVP to monitor progress and insure gains are attained and sustained. Ensure that compliance and readiness plans are current. Work with department leaders of Center for Professional Excellence (CPE) and Accreditation Services to improve staff competency, compliance and documentation. Enhance relationships to promote interdisciplinary involvement and knowledge of compliance standards, status, and actions. Track laws, regulations and standards that may affect practice and policies. Work with direct reports to insure that needed changes are made by the effective date of any change(s) in requirements.
·Clinical Concierge Work Flow
Communicate and collaborate with family and appropriate providers regarding clinical history using critical thinking skills to recommend a scheduling plan. Present, direct and audit a complex scheduling plan. Utilize the scheduling system to problem solve, advise and seek solutions to complete a complex scheduling plan. Serve as the main resource to direct reports for problem solving, make critical decisions and participate in the work flow.
Collaborate with divisional representatives and business analysts regarding changes/adjustments needed for accurate Epic scheduling. Create and distribute monthly departmental statistics. Attend quarterly division meetings as needed to assess, plan, implement and monitor progress. Actively seek out new business opportunities for Concierge Scheduling as well as monitor/maintain current business. Interact and work collaboratively with business and operational leaders of divisions to ensure scheduling services are satisfactory. Create and disseminate quarterly reports and weekly employee statistics.
·Problem Resolution
Identify and manage trends, determine root cause and provide solutions to management for complex issues. Make critical decisions and serve as a resource to staff. Act as the expert for assigned divisions and physicians, working with Leads, Nurses, and other Managers to resolve any issues or concerns.
·Customer Service
Ensure staff provides outstanding customer service and satisfies the customer's request each and every time. Build and maintain constructive/effective relationships with all internal and external customers. Manage the survey requirements for assigned divisions and ensures team meets departmental goals for survey completion.
Evaluate work performed by employees to maintain quality, quantity and accuracy of the work completed by Concierge Scheduling and the Referral Team.
·Staff Management:
Select, develop, motivate, counsel, assess performance and discipline reporting personnel. Establish goals, appraise employee performance and coach staff to achieve individual and departmental goals. Maintain accurate personnel files, document performance issues and discussions and complete the performance management process including maintaining current position descriptions. Ensure orientation, training and continued education to achieve the desired level of performance. Prepare and present annual performance evaluations. Develop staff to critically think to independently resolve issues as they arise. Act as a liaison with Human Resources and Payroll. Promote teamwork and serve as a role mode. Prepare and present annual performance evaluations. Monitor team productivity, quality and accuracy.
·Operations Management:
Manage the day-to-day operations to ensure accurate, timely and evenly distributed work among staff. Ensure department goals for call answer time, referral SLA, quality and productivity standards are met or surpassed. Develop, maintain and implement processes and performance metrics for measuring and assessing productivity and services. Communicate results and plan improvements. Evaluate systems and technology for the call center, Concierge Scheduling and the Referral Team. Apply appropriate technology to processes as required to improve efficiency, accuracy and consistency in operations. Demonstrates fiscal and operational accountability. Review Epic orders and disseminate to staff for processing. Monitor and manage overtime expense.
·Project Management:
Plan and implement departmental projects and participate in projects as needed. Develop project plans and schedules to ensure timely completion. Coordinate activities of project team, identifying appropriate resources needed. Refine scope of work and manage change control process. Prepare status reports and presentations for department leadership. Track action items and open issues log.

Skills & Competencies
Possess expert knowledge of the growth and development of pediatric patients and in the evaluation of deviations from the norm.
·Process Improvement:
Demonstrating knowledge of processes; establishing and following efficient processes; understanding how processes flow across divisions and functions; understanding the impact of processes on others; seeking and pursuing opportunities for improvement
·Computer Proficiency-Basic:
Working knowledge of basic computer applications
·Professional Demeanor:
Demonstrates an independent work initiative, sound judgment, diplomacy, tact and professional demeanor
·Critical Thinking:
Using inductive and deductive reasoning to formulate general rules or principles and apply them to work; identifying flaws in logical reasoning; understanding complex conceptual relationships; accurately detecting underlying themes or patterns in data
Excellent verbal, written and/or interpersonal communication skills
Using time efficiently and productively; prioritizing multiple tasks properly to meet deadlines; recognizing time constraints and adjusting work schedule to address them
Possess strong organization skills and attention to detail
·Diversity Appreciation:
Understanding and showing respect and appreciation for the uniqueness of all individuals; leveraging differences in others' perspectives and ideas; appreciating cultural differences and adjusting one's approach to successfully integrate with others who are different from oneself
Ability to analyze data to make judgments and recommendations
Ability to supervise others

·Bachelor's degree in related discipline OR Equivalent
·5 yrs clinical exp collaborating with multiple divisions to deliver multidisciplinary care
·3 yrs of professional management experience in a call center operations environment OR in healthcare
- Current license to practice nursing in the of Ohio

·Care management experience

Cincinnati Children’s is an Equal Opportunity Employer. Qualified applicants receive consideration for employment without regard to race, color, religion, sex, national origin, age, genetic information, physical or mental disability, military or veteran status, sexual orientation, gender identity/expression, or other protected status in accordance with applicable federal, state, and local laws and regulations. If you would like more information about equal employment opportunity (EEO) rights as an applicant under the law, please click here

Cincinnati Children’s will not discriminate against applicants and employee for inquiring about, discussing or disclosing their pay or, in certain circumstances, the pay of their co-workers. If you would like more information about the Pay Transparency Nondiscrimination Provision, please click here