Associate Director, Central Scheduling
Job Location:
Columbus, OH - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
About us
With over 100 cutting-edge outpatient center locations dedicated to providing exceptional patient care while fostering a collaborative work environment our buckeye team includes more than 1800 nurses medical assistants physicians advanced practice providers administrative support staff IT specialists financial specialists and leaders that all play an important an employee of OSUP youll be an integral part of a team committed to advancing healthcare education and professional growth.
Our culture
At OSUP we foster a culture grounded in the values of inclusion empathy sincerity and determination. We meet our teams where they are coming together to serve each other and our community.
Our benefits
We know that having options and robust benefit plans are important to you. OSUP prioritizes the wellbeing of our team and thats why we offer our employees a flexible competitive benefit addition to medical dental vision health reimbursement accounts flexible spending accounts and retirement we also offer an employee assistance program paid time off holidays and a wellness program designed to support our employees so they can live their best lives.
Purpose:
The Associate Director of the Patient Contact Center is directly responsible for the development implementation and overall operation of OSUWMC Contact Center services. The Associate Director (AD) will ensure that all programs and processes align with OSUWMC with an emphasisoncustomerservicepatientexperienceandfinancialintegrity.The ADwillalsobeactively involved in business planning and development strategic planning clinical integration between the contact center team and clinical teams financial planning and meeting (or exceeding) all customer service and contact center success metrics. This role will leverage best practices for scheduling and customer service workflows to ensure ongoing and continuous improvement surrounding the patient experience and service delivery.
- Provide strategic and operational leadership for centralized patient scheduling call center services and patient access initiatives.
- Partner with clinical and administrative leaders to optimize scheduling operations improve patient access enhance the patient experience and ensure alignment with organizational goals.
- Oversee staffing workforce planning performance metrics budgeting and continuous process improvement for a large multi-level team supporting 100 indirect FTEs.
- Lead managers and staff development efforts including performance management employee engagement retention training and succession planning.
- Drive operational excellence through data analysis workflow optimization forecasting and implementation of scheduling and access-related initiatives.
- Serve as a key liaison between operational teams and organizational leadership communicating strategy and ensuring effective cross-functional collaboration.
- Maintain compliance with all organizational policies regulatory requirements and required training.
- Demonstrate professionalism reliability and exceptional customer service while supporting a collaborative work environment.
- Travel to other clinical locations as needed and perform other duties or special projects as assigned.
Requirements:
- BachelorsdegreeinBusinessAdministrationorequivalentworkexperienceisrequired. Healthcare or related field is required.
- Minimum of 5 years of experience working in business operations or similar function preferablyinhealthcareservicesinclusiveof2yearsofprevioussupervisoryormanagementexperience.
- Strongunderstandingofthecarelifecycleisrequired.
- Prior experienceinthesuccessfulmanagementofhigh-volumepatientaccessfunctionsforalarge academic medical center.
- HighproficiencywithMicrosoftOfficeSuiteisrequired.
Preferences:
- Advanceddegree(MBA/MHA)
- Contactcentersurgicalschedulingimagingorproceduralschedulingexperience.
- Considerableexperienceinrevenuecyclemanagementmedicalbillinghealthaccessand medical administration is a plus.
- Proficiencyinelectronicmedicalrecords(EMR);EPICpreferred.
- Workingknowledgeofambulatoryhealthcaresystems.
- Knowledge of medical terminology as well as contact center technology and associated best practices are highly preferred.
- Ability to manage a project and familiarity with LEAN project process highly preferred
- Prior experience managing projects strategy dissemination thinking like an owner and communicating direction are an imperative
Required Experience:
Director
About Company
The Ohio State University Physicians, Inc. (OSUP) provides outpatient care throughout Central Ohio and the surrounding areas. We are the approved not-for-profit practice plan for The Ohio State University College of Medicine designated by the University Board of Trustees.
