Manager, Centralized Access Services

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🔥 7 hours ago

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Oregon Health & Science University Foundation

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤲 Charity

⚕️ Healthcare Insurance

📚 Education

Charity • Healthcare Insurance • Education

Oregon Health & Science University Foundation is a charitable organization dedicated to supporting healthcare innovation and education. The foundation funds vital programs across Oregon Health & Science University, advancing groundbreaking research in areas such as cancer, children's health, brain health, and reproductive health. Through donations and community support, OHSU Foundation aims to create a healthier future by facilitating access to cutting-edge medical care and fostering the next generation of healthcare professionals.

📋 Description

• Oversee Connected Care Center (C3) operations for centralized call handling, referral management, scheduling, patient registration, financial clearance, and will assist the Director with aspects of template management. • Assists the Director with determining operational strategies for template design and capacity planning. • Responsible for continuous improvement to processes, developing and documenting efficient workflow plans. • Ensure that all patient and provider complaints are resolved in real-time with favorable solutions. • The Operations Manager must have excellent people management skills, the ability to report on productivity, and an analytical mindset to monitor performance indicators. • Coaches and develops staff to improve quality, performance, and productivity. • Articulates work and performance expectations. • Adheres to OHSU policy regarding coaching, counseling, and progressive disciplinary actions. • Uses creative and innovative methods to motivate staff and to create a succession planning. • Collaborates with others in the development of schedules to optimize clinical time and patient experience. • Develops targets and tracks staff daily performance and productivity. • Creates stretch goals to improve service levels and optimize productivity. • Monitors and maintains work volume statistics. • Develops a process for escalated issues. • Answers questions and recommends corrective services to address complaints. • Aligns with organizational access objectives in support of multi-channels of scheduling. • Accomplishes organizational goals by accepting ownership for new and different requests with complete understanding and clarity to execute against plans. • Supervise and ensure quality customer service to both external customers (patients, patient families, referring providers, insurance carriers, etc.) and internal customers (OHSU healthcare providers and staff).

🎯 Requirements

• A bachelor’s degree or 4 or more years of equivalent experience is required. • Epic Cadence certification or proficiency is necessary, as well as familiarity with multi-channels for scheduling (online, telemedicine, etc.) • Must have 4 or more years of call center operations experience within the healthcare industry. • A minimum of 2 years of supervisory/managerial experience. • Strong knowledge and experience base of patient access operations from registration to scheduling is required. • Comprehensive knowledge of healthcare access systems, patient care operations in a complex health system. • Demonstrate strong communication and customer service skills, an ability to work collaboratively, and function independently. • Organizational skills both to function independently and to work closely with other professional using a team approach. • Judgment skills to make appropriate decisions. • Must be able to supervise a number of people and manage multiple demands and to respond rapidly to changing priorities. • Knowledge of computer systems and integrating software to maximize work process efficiencies.

🏖️ Benefits

• Health insurance • Paid time off • Professional development