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Director Patient Access, BHMG North Call Center, FT, 8A-4:30P

Company: Baptist Health South Florida
Location: Boca Raton
Posted on: January 12, 2022

Job Description:

Description: Researches, evaluates and develops the operational aspects (productivity standards, workflow, policies/procedures, performance improvement initiatives, etc.) of patient access (P.A.) departments, identifying best practices for all BH patient access areas. Coordinates the IT aspects of the Patient Access function including system design, product review/approval, approval of PA software changes, workflow functionality, etc. Determines clinical operational and customer scheduling and other contact point objectives and solutions. Identifies innovative call center and other contact modality solutions to facilitate patient convenience and high quality service. Planning, organizing, directing and controlling the activities of a high call volume call center. Responsible for the strategic planning and execution of all Call Center operations. Core duties include management and leadership of processes for the continuous improvement of the patient experience. Emphasis is on customer care, quality management, workforce planning, data analysis and performance metrics include call efficiency, low abandonment rate, staff utilization, average handle time, and financial performance. The success of the call center operation is measured by the leaders ability to provide high quality services while meeting Service Level Agreements, improving call performance, adaptation of new proven technologies to increase efficiency, and achievement of metrics. Directs the entire operations of call center facility. Lead continuous process/system improvements with a focus on key project that upgrade our service level of 80/20, abandonment rate of 5% or less. Familiar with a variety of the operation concepts, practices, and procedures. Qualification: Degrees: Bachelors Additional Qualifications: Masters' degree desired or equivalent experience. Minimum of eight (8) years related experience including a minimum of five (5) years in a managerial capacity in a multi-hospital health system required. Certified Healthcare Access Associate (CHAA) preferred. Creative foresight essential to plan effectively for Healthcare industry trends and react to unforeseen changes. Demonstrates complete understanding of relevant software products. Excellent leadership, analytical, critical thinking, problem solving and interpersonal skills. Establishes system wide standards for Patient Access functions/staff (accuracy, productivity, training, computer system functionality, etc.) to maximize efficiency/cost effectiveness while complying with all regulatory requirements. Fosters and exemplifies high ethical standards and strategic practices to enhance the success of the organization. Minimum Required Experience: Minimum 5 years' experience in a Call Center and Healthcare environment where customer service is a key objective. At least five years in management. Effective leadership and analytical skills including working knowledge of financial report analysis, financial clearance, managed care updates, medical necessity compliance, financial assistance program, customer relationship and human resources management, strategic planning and regulatory and compliance. Proven experience managing key metrics, and reporting statistical performance improvement levels related to Call Center. Knowledgeable in benchmarking processes to improve outcomes through education, performance feedback, and improved systems/devices. Primary Location: Clerical/AdministrativeSchedule: BocaCare, Inc.Shift: Full-timeJob Posting: Oct 25, 2021, 11:43:15 AM

Keywords: Baptist Health South Florida, Boca Raton , Director Patient Access, BHMG North Call Center, FT, 8A-4:30P, Executive , Boca Raton, Florida

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