Associate Director Patient Access

• Oversight of Inbound Voice Operations dealing with patient contact including balanced resolution educating patients financial liability identifying and fixing barriers within R1 billing processes and providing the highest level of customer service
• Manage contact center performance to ensure contractual SLAs are met consistently
• This includes but is not limited to:
• Managing Shrinkage factors attendance management Attrition Forecasts; initiating backfill class discussions etc.
• Proactively communicates with clients and key stakeholders especially during service failure replete with robust action plan to get to green or within goal of contractual obligations
• Articulate and can share insights about service fails and align near/mid- and long-term solutions
• Must have the ability to validate and plan staffing needs and have competent/working knowledge of WFM concepts which would allow just in time backfill hires as appropriate.
• Leads 350 to 700 FTEs under their span with 7-12 Delivery Leaders (8M 7M 6M 5M)
• Delivering performance results at or above other KPI targets (Productivity Quality Compliance CSAT Access to Care) across the business lines on a consistent basis
• Supports team to problem solve opportunities discovered in audits surveys and the like by validating RCA and helping align appropriate solutions
• Ensures team liaises with Operations Support Groups to break down process opportunities and ultimately coordinate update to relevant knowledge center article/s
• Work collaboratively and in partnership with a broad spectrum of business partners to ensure flawless execution of business processes and to aid in service delivery
• Coordinates with IT for missing hardware software/system issues etc. that takes away their advocates from the phones
• Liaises with TA to appropriately backfill required FTE across service line/s alongside cross skilled staffing levels
• Developing and maintaining succession/growth plans for key personnel; invests in developing key people leaders for higher levels of responsibility
• Regular reporting & analysis of KPIs
• Ensuring all compliance requirements are maintained across area of responsibility
• Implements business operation and service solutions utilizing the continuous improvement process
• Understands P&L targets ensuring financial and operational targets are met for assigned areas of responsibility

Skills and Competencies:

• People Management
• Strategic Management
• Client/Stakeholder Management
• Decision Making
• Critical Thinking
• Analytical Thinking
• Planning and Forecasting (WFM)
• Process Improvement
• High Level Project Management

Qualifications:

• Bachelors degree in management or a related field preferred
• 3 to 5 years of experience in a Leadership/Associate Director level role preferably in a healthcare or call center environment
• Proven track record in managing large teams and operations
• Ability to develop and implement strategies that align with organizational goals
• Strong leadership skills to mentor and develop managers and staff
• Understanding forecasting and financial management related to service delivery.
• Proficiency in project management methodologies and tools.
• Knowledge of best practices in process optimization quality assurance workforce management and performance metrics.
• Proven ability to navigate multiple priorities at once including stakeholders and clients
• Strong and proactive management of key client relationships and understanding client needs to ensure service excellence.

Internal Eligibility Criteria:

• Open to applicants with 6M Management Level and up
• Must not have active nor ongoing Ethics Point Data Privacy Performance Improvement Employee Relations cases/disciplinary record/s
• At least Meets Expectations or have satisfactory rating as per R1s performance rating system
• Must be a regular employee 6 months minimum tenure
• Peakon People Effectiveness score must be 8.0
• Must not have failed any internal selection process or Apprenticeship Program in the last 6 months