Responsible for the system facilitation of consumer access to medical services, health information and education. Through the development, implementation and evaluation of a broad-reaching Contact Center, the Director assures that optimal service level expectations are met to fulfill the needs of members, prospective members, patients, payers, consumers, physicians, other medical professionals and decision makers of the Geisinger Health System.
Works under the direction of the AVP, Patient Contact Center.
MAJOR DUTIES AND RESPONSIBILITIES:
*1. Provides leadership and direction to Patient Contact Center management staff and front-line staff to assure consistent and appropriate medical triage, physician and service referral, appointment scheduling, accurate registration, and access to all services throughout the Geisinger Health System.
*2. Facilitates effective communication to and among Service Lines Operations, Clinical leadership, patients, providers, facilities, and system wide functions, including providing the primary and specialty answering service for the Health System.
*3. Fosters a service-oriented environment that facilitates teamwork, local and system wide, toward a goal of internal and external customer satisfaction.
*4. Facilitates the collection, analysis, reporting and use of performance statistics to drive operational efficiencies, proactive responsiveness and effective workforce management. Drives process improvements in scheduling operations across the Patient Contact Center, by utilizing analytic driven processes to develop recommendations that are both meaningful and actionable. Analyzes reports including but not limited to staff productivity, space utilization, physician cancellation rates, show rates, cost per unit comparisons, patient satisfaction, employee satisfaction, etc. Analyzes practices and makes recommendations for improvements. Analyzes contact center metrics and provides recommendations on process improvement initiatives that are coordinated with the Contact Center, Service Line Operations and Clinical Leadership.
*5. Evaluates potential external organizational relationships and submits recommendations for Sr. and Executive level approval.
*6. Collaborates with Telecommunications, IS/IT, primary care sites, and/or specialty departments to facilitate optimum service levels in all areas of the Patient Contact Center. Ensures Best in Class strategy is considered and present in all technology development decisions.
*7. Collaborates with division leadership to support organizational goals and strategic plans.
*8. Anticipates customer demands, evaluates needs, recommends plans, and implements changes to improve overall efficiencies within the Geisinger Health System as it pertains to Revenue Management, Service Line and Clinical leadership goals related to Patient Access and/or Scheduling.
*9. Provides input to and solicits feedback from various Geisinger leadership regarding current Patient Contact Center activities, performance levels and recommendations for future services that will promote the growth of the system.
*10. Establishes processes that respond to customer concerns through mechanisms such as development and implementation of policies and procedures, problem resolution and quality improvement.
*11. Determines and analyzes statistical reports and satisfaction surveys for trends and identifies corrective action and implementation.
*12. Develops the budget for the Patient Contact Center and evaluates areas where efficiency of resources can be maximized.
*13. Interviews and selects prospective leadership candidates assuring qualifications and skills are met.
*14. Acts as a role model and mentor to foster flexibility, self-motivation, and autonomy within a team atmosphere. Promotes professionalism through staff and self-development, with the goal to exceed service standards.
*15. Ensures that the patient safety improvement and management program will be given high priority and will support the program.
a. Ensures that sufficient time is available for staff participation training activities (including patient safety and quality improvement) at both the department and organizational level.
b. Ensures that staff attends all required education programs.
16. Performs other duties as assigned.
*Denotes essential job functions.
COMPETENCIES AND SKILLS:
Demonstrates ability to communicate effectively and collaborate with all members within a team.
Demonstrates competency in information technology and telecommunications. Experience in managing Contact Center environment with demonstrated competency in managing efficiency and productivity.
EDUCATION AND EXPERIENCE:
Bachelor's degree in Nursing, Business, Marketing or another related field required.
Minimum of five years’ experience at a management level within a health care Call Center environment required. Must have a working knowledge of managed care philosophies, policies, delivery services and contracts.
WORKING CONDITIONS/PHYSICAL DEMANDS:
Work is typically performed in an office environment.
OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation.
ABOUT GEISINGER: Geisinger is a physician-led health system comprised of approximately 30,000 employees, including nearly 1,600 employed physicians, 13 hospital campuses, two research centers, and a 583,000-member health plan Geisinger is nationally recognized for innovative practices and quality care. Geisinger serves more than 3 million people in central, south-central and northeast Pennsylvania and also in southern New Jersey with the addition of National Malcolm Baldridge Award recipient AtlantiCare, A member of Geisinger. In 2017, the Geisinger Commonwealth School of Medicine became the newest member of the Geisinger Family.
We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners.* Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. For more information, visit www.geisinger.org, or connect with us on Facebook, Instagram, LinkedIn and Twitter.
** Does not qualify for J-1 waiver. We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.
*Domestic partner benefits not applicable at Geisinger Holy Spirit.
At Geisinger, our innovative ideas are inspired by the communities we serve – like our Fresh Food
Farmacy, a program that delivers life-saving healthy alternatives to patients with diabetes. With additional tools like our MyCode Community Health Initiative, one of the first health system genome sequencing
programs, and our new asthma app suite that we developed in partnership with AstraZeneca, it’s no wonder we’re ranked one of the Top 5 Most Innovative Healthcare Systems by Becker's Hospital Review. We continually work towards continuous improvement in a culture where everyone has a voice and firmly believe that better begins with all of us.
Founded more than 100 years ago, Geisinger serves more than three million residents throughout central, south-central and northeastern Pennsylvania and southern New Jersey. Our physician-led system is comprised of 30,000 employees, including 1,600 employed physicians, and consists of 13 hospital campuses, the Geisinger Health Plan, Geisinger Commonwealth School of Medicine and two research centers.
What you do at Geisinger shapes the future of health and improves lives – for our patients, communities, and you.