[Hiring] Manager, Centralized Access Services @Oregon Health & Science University

Role Description

The Manager of the Connected Care Center (C3), Ambulatory Access Services (AAS), and Incoming Referrals Center (IRC) teams will be responsible for the day-to-day operations and staff supervision for all non-clinical C3, AAS, and IRC functions.

The Operations Manager will be a key leader serving as an integral member of the C3 and Access leadership teams to oversee our access optimization efforts. This role is responsible for the day-to-day oversight of all call center and access optimization activities.

• Oversee Connected Care Center (C3) operations for centralized call handling, referral management, scheduling, patient registration, and financial clearance.
• Assist 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.
• Coaches and develops staff to improve quality, performance, and productivity.
• 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.
• Monitors and maintains work volume statistics.
• Develops a process for escalated issues and recommends corrective services to address complaints.
• Supervise and ensure quality customer service to both external and internal customers.
• Assist other leaders with template management to ensure appropriate maintenance of provider and resource templates.
• Request system enhancements as needed to facilitate accurate scheduling and registration.
• Assist with the review, design, and testing of technology system features and upgrades.
• Serve as an escalation point for non-clinical service issues and questions.

Qualifications

• A bachelor’s degree or 4 or more years of equivalent experience is required, preferably in Business, Finance, healthcare, or a related field of study.
• Epic Cadence certification or proficiency is necessary.
• 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.
• Comprehensive knowledge of healthcare access systems and patient care operations in a complex health system.
• Demonstrate strong communication and customer service skills.
• Organizational skills to function independently and work closely with others.
• Judgment skills to make appropriate decisions.
• Knowledge of computer systems and integrating software to maximize work process efficiencies.

Requirements

• Epic Cadence certification or proficiency is necessary.
• Familiarity with multi-channels for scheduling (online, telemedicine, etc.).

Preferred Qualifications

• Master’s degree in business, Finance, Healthcare, or a related field of study.
• Prior experience in an academic setting.

Benefits

• OHSU is Oregon's only public academic health center.
• Opportunities to learn and advance in a system of hospitals and clinics across Oregon and Southwest Washington.

Additional Details

• Management hours as needed - Heavy computer, phones, multiple demands-competing priorities.
• Position requires frequent sitting at desk working on keyboard and walking to all clinical enterprise service areas.
• No lifting required.