POSITION TITLE: DIRECTOR, SCHEDULING CENTER
DEPARTMENT: SCHEDULING CENTER
SUPERVISOR'S TITLE: Vice President, Access Services
COLLABORATIVE RELATIONSHIPS: Business Directors, Clinical Directors and Physicians within ~ 30 Clinical Divisions; Patient Financial Services; Guest Services; Family Relations; Physician Services; Information Systems; Outpatient Registration; Telecommunications and related Vendors.
TITLES SUPERVISED: Managers, Scheduling Center Agents
TOTAL NUMBER OF FTEs DIRECTLY SUPERVISED: 5 TOTAL NUMBER OF INDIRECTLY SUPERVISED: 86
PURPOSE OF POSITION: To develop a strategic vision for and operationally manage the work processes of a scheduling call center, providing customer service and the integration of scheduling and pre-registration for CCHMC customers as well as maintaining outstanding relationships with current divisional clients and reporting standard metrics of outcomes around work processes. In addition, this position is responsible for managing a centralized referral center and its staff.
Direct the operational and technical activities within the Scheduling Center team, achieving department and institution goals. Ensure the intake and routing of referrals from community providers is executed in a timely and accurate manner. Direct the procedures for effective call management, scheduling, customer service, and pre-registration . Analyze operational activity and provide statistical data and other reports for Management. Direct strategic planning and implementation of new programs and customer service improvement projects.
Hiring, training, evaluating, motivating and developing qualified staff to ensure the work processes can be fulfilled. This work will be done by defining and using measurable metrics to assess performance of the individual and the workgroup as a whole. Mentor managers and supervisors. Ensure that job requirements and goals for each position are clear to employees.
·Quality Improvement Management
Using the Science of Improvement methodology, lead small quality improvement teams to optimize the operational processes of the departments. Direct efforts for consistent improvements and efficiencies for Scheduling Center and processes.
Timely communication with all clients, especially involving problem/issue resolution. Perform service recovery on behalf of division clients and individual families by researching concerns, providing timely response and correcting associated operational issues. Determine and document the qualifications and competence of department personnel. Serve as liaison and leader of customer service areas throughout Access Services.
Manage annual fiscal operating and capital equipment budgets for the Scheduling Center team; evaluate and manage operating revenue/expense variances monthly.
Skills & Competencies
Demonstrated exemplary verbal, written and interpersonal communication skills. Proven ability to assess a situation, determine the objectives and give clear, concise well-organized, convincing messages that will best meet the objective.
Proven ability to manage time and prioritize.
Demonstrated diplomacy, tact and professional demeanor.
Demonstrated ability to relate to diverse age and demographic backgrounds
Demonstrated knowledge of hospital divisions and relationships between departments is valuable, as is a proficiency in medical terminology, experience with coding and insurance regulations.
Proven strategic vision/development/implementation, analytical, organization (time-management) and leadership skills. Proven ability to construct, communicate and defend a decision matrix
Proven ability to manage multiple complex strategic (versus transactional) activities and projects toward measurable goals and standards, setting these jointly with others so as to develop their understanding and commitment.
Proven ability to develop, implement and manage projects (one-time programs) and processes (ongoing work flow) by applying the major tools and techniques of leadership and project management.
·Bachelor's Degree in a related field OR WITH 5 years of operational experience in a customer service call center OR
·13 years' of front-line management experience in a complex and fast-paced customer service
·Call center or operations management experience Preferred:
·Experience in health care